Contact centres, transparency and empowerment are pivotal to delivering on customer experience promises for QBE’s Kathryn Wood.
Traction Digital’s Adam Quirk looks to the example of a beer promotion with a streamlined digital strategy that worked to overcome customer experience hurdles.
IAG’s Grant Pattison reckons he was the insurance industry’s first official marketing technologist. He tells us what that means for customer experience.
From choosing CX KPIs to defining them and understanding how your contact centre fits into the equation, we take a look at the top five takeaways from this year’s symposium.
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.
Visiting Merivale’s world-class venues is only one part of the customer experience. Merivale’s Andrew El-Bayeh outlines how the hospitality group is thinking CX before customers step foot inside.