This session shows how including customer feedback as a key component in product development led to a company wide shift to customer centricity. Join David O'Malley Chief Revenue Officer at Alida as he sits down with  Kylie Moskevich from Westfield Insurance Group to discuss how quick access to customer feedback is paving the way for Westfield to make business decisions with their customers and not for them. Learn how including customer insights upfront in business processes is helping Westfield improve their customer experiences across all areas of their business. 

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A major US bank found that an increase in call volumes led to higher costs, longer handling times, and call routing challenges, which impacted the overall customer experience. To provide great customer service, in this session, discover how they focused not on the quality of agent response, but also looked to advanced voice and digital technologies by leveraging advanced IVR technology.

• Achieving 70% customer resolution within the IVR
• Saving approximately $10 million per year
• Steadily improving customer resolution by 27%

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