For almost a century, millions of Australians have relied on NRMA for roadside assistance and insurance. Building its brand on trust, NRMA has been on a journey to re-invigorate is member experience to maintain relevance in the changing consumer landscape. In this session, Tina shares key insights on using feedback analysis to identify trends in customer behavior and preferences to direct future opportunities. Specifically, she shares the success of NRMA’s self-service platform which delivers greater efficiency and enables staff to deliver more value-added services that members truly appreciate.