Karen Wynn

General Manager Member Strategy and Experience RACQ


Thursday, February 25th, 2021

2:50 PM Prioritisation Starts with People: Mapping the Essentials Versus Desirables in Your Contact Centre Transformation Program

In order to position the workforce to become a true experience centre, putting in place a clear CX strategy is key.

Karen Wynn, General Manager of Member and Experience at RACQ will present on the work her team have done to embed member experience management into their frontline interactions. Taking over 3 million calls a year, learn how their CSAT and NPS metrics have remained stable through trust, loyalty and a team trained to handle hardship calls.

  • Codifying what a “great” phone call and chat conversation looks like for your customers to improve their end-to-end experience
  • Mapping the best operating rhythms to make remote working and customer experience suitable for the business
  • Looking at where contact centre leaders are versus where they want to go to create the right CX strategy
  • Maintaining brand and customer loyalty through leveraging Voice of Member to measure success