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

Lucy Raymond


Head of Customer Experience Design
Auto & General


1:30 PM ‘No Silver Bullet’: How Auto & General Increased NPS by 20% in Under 2 Years

In 2017 Auto and General set out to improve NPS by 20 % by 2020. By pulling disparate ‘orphans’ form the business together and investing heavily in the Voice of Customer, Auto and General have already achieved this goal, well ahead of schedule. Now the challenge is in continuing to improve customer experience while also working towards improving two other business metrics: culture and cost. In this session:

  • How Auto and General worked closely with Medallia to develop speech and text analytics, resulting in a 95% transcription accuracy
  • Bringing together processes ad customer teams to identify opportunities to streamline with automation and robotics
  • Design team are now using journey mapping to undercover customer net needs to be able to build products ‘from the customer out’ 

Speaker:


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