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Putting the customer at the centre of transformation

AGL has undertaken an enormous digital transformation program that puts the customer at the very centre of what they do. In this session, Craig Lauchlan, GM of Customer Experience Transformation will shed some light on this $300m transformation and their 2-year journey thus far.

Craig will explore the key elements of the Customer Experience Transformation program, and its aim in creating a leading digital experience for their customers. He’ll explore their investment in foundational technological capability, their work in digitising the customer experience, and how they’re creating signature moments for customers that surprise and delight.