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

Tina Morrell

General Manager, Customer Strategy & Experience

12:45 PM Utilising the Voice of Customer to Embed a Customer- Centric Agenda Throughout NRMA and Successfully Increase NPS

NRMA recently transitioned between VOC platforms; with the aim of embedding the platform and a customer-centric agenda across all business and empowering the frontline staff to utilize the dashboard reporting capabilities for a ‘self service’ approach to customer experience. This has already resulted in significant increases in NPS in some areas. In this session:

  • The importance of selecting the right tool and the value the platform has brought to NRMA
  • How the platform has empowered staff and driven employee engagement and how the organization has in turn, driven engagement with the platform
  • Installing text analytics which has helped the NRMA to understand what was driving NPS


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

Download The Latest Agenda