Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Fiona Evans
Vice President of Customer Experience DHL ExpressConference Day Two: Wednesday, 13th November 2019
2:00 PM DHL Express Case Study: Improve Customer Satisfaction By Driving Customer-Centric Engagement Throughout the Entire Organisation
Customer centricity is essential to retain customers amidst heightened customer expectations for seamless experience and service efficiency. In this session, Fiona shares how she is driving customer satisfaction by using customer feedback to drive business improvement. Moreover, hear how she is ritualizing employee engagement best practices across DHL to increase staff engagement and ultimately increase customer satisfaction.
Key Themes:
- Using NPS feedback to drive change and improvements to existing customer management practices and services
- Improve employee engagement and clarity of roles and responsibilities through training and Voice of Team initiatives
- DHL’s unique employee onboarding experience and how it is driving customer empathy
Confirmed Speaker:
Check out the incredible speaker line-up to see who will be joining Fiona.
Download The Latest Agenda
