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

Lee Scales

Chief Customer Officer

9:40 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


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

Download The Latest Agenda