Roger Wallace
General Manager Customer Contact
IAG
Check out the incredible speaker line-up to see who will be joining Roger.
Download The Latest AgendaConference Day One: Thursday, 27 April 2017
Monday, March 4th, 2019
9:50 AM Creating a Customer Centric Culture Throughout all Touch Points
- Using the voice of the customer to identify issues and measure performance
- Moving towards customer advocacy and away from traditional metrics
- Implementing journey mapping to map both the customer and the people experience
- Measuring how the customer views the personal interaction with staff and the overall brand experience