15 - 16 October, 2019 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Amalie White

Head of Customer Interactions

3:50 PM Integrating Customer Channels Through An Omni-Channel Platform To Standardize Service Experience And Improve Resource Productivity

Over the last 12 months, Sunsuper achieved a remarkable 25% growth in funds under management. This means an increase in customer interaction volumes and the challenge of scaling personalized brand experiences that attributed to this growth in the first place. Addressing these challenges, Amalie shares her journey of transitioning to an omni-channel service platform that has improved handling of customer interactions and unified customer management strategy across contact centre, CX and back-office teams. She will highlight:

  • Standardizing and scaling of positive service experiences across channels through centralized channel management
  • Improving resource planning and management through cross-channel visibility of customer traffic
  • Change management efforts to adapt to a new way of service delivery

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

Download The Latest Agenda