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

Leigh McDonald

General Manager Direct Channels

10:50 AM

2:20 PM Management To Better Engage And Retain Customers And Grow Revenue

Driving an effective digital channel strategy comes down to how granular you can get with the understanding of customer behavior patterns and needs across your touch-points. It also ties into how effectively the channels can handle customer queries, improve cross-selling opportunities & help you operate lean customer service teams. Leigh at Kiwibank has been grappling with such challenges of late and in this session, shares how he’s successfully overcome them with a transformation program that has witnessed:

  • Digital channel customer engagement growth from 11 million to 24 million interactions/month
  • Reduction in customer handovers and an increase in cross-selling opportunities through agile, cross-functional service teams
  • Improvement in staff engagement metrics by 8%


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

Download The Latest Agenda