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Delighting Our Customer’s Customer

Delighting customers is ultimately what customer experience is about. Most organisations understand what their customers want from them, as well as what their customers expect when they engage with them. However, the piece that is often missing in the client experience strategy is translating the ‘what’ into the practical ‘how’.

This session will uncover the ‘how’ through our unique approach of focusing on our customer’s customer. We believe that if we can identify, delight and retain our customer’s customer then our customers will be delighted as well. Using real case studies from top Australian and international brands, we will showcase the full spectrum of client experience from initial engagement, through personalised profiling, single view and CRM management, and ongoing advocacy.

Roland Irwin, Director – Digital, Oakton