Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Irfan Ali
Continuous Improvement Capability Manager QantasConference Day Two: Wednesday, 13th November 2019
1:20 PM Qantas Case Study: Driving Deep Cultural Transformation and Employee Engagement to Drive Customer Outcomes
In driving sustainable customer outcomes, its important to create transparent and collaborative dialogue and employee engagement. Qantas is differentiating itself through not only its commitment to customer experience, but also in uplifting employee engagement through its various cultural transformation initiatives. In this session, Irfan shares the lessons learned from engaging staff at all stages of the customer management program to leverage deeper insights and drive continuous improvement.
Key Themes:
- Engaging frontline staff to share first point of contact insights to shape business solutions that truly align with customer expectations
- Developing an inclusive decision making process that includes employee and customer insights to drive process improvement
- Embedding frameworks and tools to enable cross-functional collaboration and management of customer outcomes
Invited Speaker:
Check out the incredible speaker line-up to see who will be joining Irfan.
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