Thursday, February 25th, 2021
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.