Posts by Lisa Claes –

Lisa has more than 20 years experience at an executive level in the banking, wealth management and insurance industries following an earlier career as a barrister, and Group General Counsel. Lisa is currently Executive Director, Customer Delivery responsible for the acquisition, servicing and experience of ING Direct's 1.5 million customers in Australia, through its diverse distribution channels (digital, direct and third party). In addition to her local executive responsibilities, Lisa holds non-executive positions in industry and education, represents Australia on ING Group’s Global Retail Council, and chairs the Groups’ Global Mortgages forum.

Organisational culture is your single biggest customer experience asset

team work

While you need the systems in place to underpin an organisation’s customer experience proposition, culture is the most important piece of the puzzle, says ING Direct’s Lisa Claes.

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