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

Leigh McDonald


General Manager Direct Channels
Kiwibank


11:20 AM Scaling Customer Obsession at SunSuper

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

Chaired By:

2:30 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%

Speaker:


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

Download The Latest Agenda