General Manager, CX and Engagement
1:50 PM Case Study: Where Customer Experience Design Meets Digital Strategy: Minimising Customer Attrition and Increasing Retention at Neds.com.au
Neds.com.au has established themselves as a digital first company. While they are 100% digital, the organisation operates two contact centres to manage in-person conversations. The organisation is currently delivering a comprehensive onboarding program for both digital and call centre channels to retain new customers, and this is established through the collaborative approach between CX, strategy and the marketing team. Christian will explore their initiatives and delve into the importance of data to attract, retain and meet the needs of new customers.
- Live communication and SMS: How digital transformation intersects customer centricity
- It’s all about the data: Surveying clients in the first few weeks through NPS and following up with feedback
- Getting teams to work together: Empowering outbound and inbound staff to retain and attract new customers collectively