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
Kiwibank

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