Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Betsy Westcott
Director of Retail Banking XinjaConference Day One: Tuesday, 12th November 2019
2:30 PM Xinja Case Study: Using the Customer Advocacy Role to Drive Change Management and Employee Engagement
Customer Advocates can drive deep impact through change management and better aligning the organization to customer expectations. In this session, learn how Peta is keeping customer outcomes front of mind and aligning business objectives with customer interests. Specifically, she shares how her customer advocacy role is empowering the organization to embrace customer-centric culture, which ultimately translates to customer loyalty and retention.
Key Themes:
- Leading employee engagement and clarity of roles and responsibilities through training, presentation and story-telling
- Lessons learned from inaugurating ‘Xinja Tales’ to share customer stories and deepen awareness on how business decisions impact customers
- Aligning employee engagement to best serve customer interests by embedding customer advocacy into the employee onboarding experience
Confirmed Speaker:
Check out the incredible speaker line-up to see who will be joining Betsy.
Download The Latest Agenda
