At the events we spoke to a number of people in the CX space, from call centre operations and team leaders through to leading edge CX practitioners, tasked with operationalising the voice of the customer in their organisation. We also saw some extremely insightful presentations from the likes of Harvey Norman, QantasLink and NAB.
Some great quotes from the day were:
‘Empowering and enabling employees are critical to transforming a business to a customer centric culture’.
‘Turn on the feedback fire hydrant’ – Adam Novak, NIB
‘Look for things that can be improved that you can own and run with that would not otherwise get done’ – Louise Long NAB
‘Your customers are everywhere. Connecting them to inventory online and leveraging your distribution network is critical’ – Gary Wheelhouse.
One of the biggest takeouts we got from these events was that the Australia and New Zealand market whilst still in it’s infancy when it comes to customer experience management, is absolutely passionate about finding solutions to improve customer experience. Making sense of all the data seems to be the biggest issue and faster, better quality insights is what companies need the most.
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