Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Kassandra Hochwallner
Customer Advocacy Manager Queensland Urban UtilitiesConference Day Two: Wednesday, 13th November 2019
11:40 AM Queensland Urban Utilities Case Study: Gain Cultural Buy-in to Uplift Complaints Resolution Capabilities and Complaints Management Outcomes
The Customer Advocate is widely responsible for communicating the voice of the customer throughout the organization. This entails heavy involvement with various departments to make a positive difference to customers in broader initiatives and processes. In this session, learn how Kassandra is leveraging her role to align strategy and processes with customer centricity to improve complaints outcomes.
Key Themes:
- Using customer feedback and insights to identify root causes and systematic issues to improve complaints outcomes
- Gain executive-level buy in into change management initiatives to deepen understanding of the customer’s perspective and the impact of business decisions on customers
- Distribute customer insights through forums and training to drive organisation-wide cultural change and customer empathy
Confirmed Speaker:
Check out the incredible speaker line-up to see who will be joining Kassandra.
Download The Latest Agenda
