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

Robyn James


National Manager Customer Experience and Strategy
Origin LPG


12:25 PM Leveraging Cultural Change to Provide Excellent CX at Low Cost and Increase Customer Portfolio

Origin LPG are setting out to change their service from a delivery -point to a customer focused system with a long term goal of expanding the customer portfolio. Soon this will mean transitioning from their ‘old school’ green screen system to a new CRM which will give a single view of customer, integrate LPG with the all of Origin and enable their transition into digital. Underpinning this change is an re-focus on Origins’ core values, a cultural change piece to ensure they are living these values and optimisation of internal processes. In this session Robyn will share:

  • How to pivot the culture across a very diverse workforce to achieve a consistent customer experience without diminishing individual passion and style
  • How exec buy-in was attained for the customer experience transformation and furthermore woven into the organisational metrics 
  • How Origin LPG is working to deliver consistent customer experience as a low cost operator by ‘smarter’ resource allocation and using face to face services as a premium 

Speaker:


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

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