Head of Customer Service & Support, ANZ
Latitude Financial Services
3:10 PM Customer Obsession: How Latitude Financial Services Improved NPS By 20 Points Through Service Principles That Prioritize Customer Outcomes
While there are a range of technologies and solutions available to improve contact centre operations, deriving greatest value from these investments is down to how strongly an organization understands and prioritizes customer pain-points. At LFS, Bridgette leads a service transformation program through principles that improved NPS by 20 points in a span of 6 months. Setting an ambitious goal of a 60+ NPS, in this case study she shares the principles that enabled this improvement.
- Bringing efficiencies to customer experience through a cloud-first service strategy
- Using customer councils to understand service pain-points and needs
- Tailoring a business and technology investment roadmap that differentiates customer experience and delivers positive outcomes