Customer First - Customer first culture, Customer led experience design and Data driven decision making
Culture is the foundation for delivering ‘above and beyond’ customer experiences.In this presentation from Customer Experience Management 2017, Andrew Nicholson, Head of Analytics & Insights at SunSuper explores explores how to understand what matters most to your customers and honour this understanding in the design of your customer experiences, including Sunsuper case study examples across:
- product design
- service design and
- service delivery
- The evolution of Analytics, Insights and Data at Sunsuper in our journey to becoming a customer led, data-driven, digitally enabled organisation
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