Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Karen Wynn
General Manager of Member Development RACQInteractive Workshops: Monday, 11th November 2019
9:00 AM Driving Customer Centric Improvement through Data Driven Decisions and Insights
Feedback and complaints provide a rich source of insights that form the building blocks of your customer experience strategy and support continuous improvement. Customer feedback is a vital source of data, which can identify crucial trends that can be leveraged to improve customer outcomes and shape business solutions to serve customer expectations.
In this workshop, Karen shares how she is strengthening customer engagement in RACQ’s decision making to drive satisfaction and continuous improvement. Through better understanding data and customer feedback, Karen is leading an outcomes driven approach to provide unmatched member experience and satisfaction.
Key Themes:
- Integrating Voice of Member and NPS metrics to create a holistic understanding of customer expectations to drive improvement
- Performance scorecards and dashboard tools to improve employee engagement and uplift customer outcomes
- Using data capabilities to identify and manage systemic issues
- Using quantitative and qualitative metrics to evaluate the impact of your customer engagement at every touch point
Confirmed Speaker:
Conference Day One: Tuesday, 12th November 2019
3:40 PM RACQ Case Study: How RACQ is Using Voice of Member to Drive Their Member Experience Strategy
Customer feedback is a vital source of data, which can identify crucial trends that can be leveraged to your competitive advantage. In this session, Karen shares how she is using deep member insights to drive continuous improvement and unmatched member experience. Gain valuable insights on how RACQ is using the Voice of the Customer and hard-to-value insights to bridge the gaps between customer expectations and their actual experience.
Key Themes:
- Evaluating survey data to identify processes that enhance member experience and abandon those that harm customer relationships
- Increasing member loyalty by using Voice of Member and survey data to drive outcomes-driven decision making
- Aligning staff incentives to improve service outcomes and member satisfaction
Confirmed Speaker:
Check out the incredible speaker line-up to see who will be joining Karen.
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