27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW

Brendan Donoghue


Head of Customer Experience
UniSuper


9:45 AM Unisuper Case Study- Establishing A New Cx Function And Refining ‘Customer’ To Continue The Evolution Of Member-Centricity

Remarkably, award winning UniSuper only introduced their CX function in May 2018. While member-centricity is an integral part of the organisational DNA, UniSuper have been redefining their customer to envelope employers, employees and each other on a journey to enhance services and drive success in the future. In this session Lee and Brendan will share the this journey to date:

  • Breaking the many myths associated with CX e.g. ‘CX is just some pretty screens’ and ‘a great CX costs more’ to attain stakeholder buy in and cross the tipping point
  • Some challenges which had to be overcome throughout the journey e.g. partnering with digital and driving a high quality result for customer while reducing costs through continuous testing
  • Some case studies of ‘wins’ to date e.g. embedding experience designers throughout the organization, installing office 365 and learning to prioritise better as an organization

Speakers:


Check out the incredible speaker line-up to see who will be joining Brendan.

Download The Latest Agenda