09 - 11 September, 2019

Jo Mayes

Customer Operations Director
Business Stream

9:30 AM Keynote session Designing and implementing a customer-centric approach from scratch to future proof your business

How do you start a customer-centric approach from scratch, when customer experience has not been a main focus of the business? Jo and her team stood up to the massive challenge and have been very busy in the past couple of years. This keynote session will outline the challenges, the approach and metrics behind their award-winning effort in establishing their customer centric operations from scratch: 
  • Re-organising your operating model to future proof your business: How to make a fundamental shift towards customer centricity
  • Having the right people in place especially the new leadership team 
  • Opening up customer contact channels based on voice of customer
  • Deploying digital and robotic technologies for heaving lifting processes 
  • Assessing the CX maturity level and measuring the effectiveness and business impact 

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

Download The Latest Agenda