27th and 28th April 2017 | Rydges Auckland, New Zealand
Fiona Murphy, Head of Digital and Self Service Channels at Kiwibank

Fiona Murphy

Head of Digital and Self Service Channels

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

Download The Latest Agenda

Conference Day One: Thursday, 27 April 2017

Monday, March 4th, 2019

3:00 PM Implementing a Channel Migration Strategy and Using Customer Insights to Build a Better Experience

  • Working horizontally in the same business unit to ensure effective communication
  • Gaining customer insights through feedback channels and staff and feeding this through the business to both improve the experience and reduce call volumes
  • Routing agents and reducing customer pain points through a virtual agent
  • Using customer insights to improve the experience and gain organisation buy-in