Head of Customer Experience and Digital
SunSupers’ customer obsession journey began in 2015 when technology and customer functions were brought together. While at first the motivation for the customer pivot was bottom-up, having secured executive support; this is now a top-down transformation. In this session Karishma will share the journey to date:
- What has worked well in embracing customer obsession across the organization and what hasn’t
- How SunSuper is working to scale the customer capabilities and answering some big questions in doing so, such as: what does the workforce of the future look like? What capabilities will we need?
- Overcoming the challenges of the cultural shift, which have been the most challenging element on the journey