Featuring CX leaders, this panel discussion will explore some of the most prevalent barriers that brands face on their never-ending and ever-evolving customer-centricity journey. Sharing perspectives from those just starting out on their journey to those with mature customer-centricity strategies, this session will explore challenges such as how to get buy-in from the board, harnessing the true power of data to continually improve the customer experience; bringing CX back to operational metrics; and evolving digital CX.
Moderator: Jason Bradshaw, CX Director, Volkswagen Group Australia
Scott Howard, Customer Experience Design Director, QBE
Kathryn Rutkowski, Head of Customer Advocacy Improvement, Consumer Bank, Westpac
Mark Bradshaw, Head of Product and Customer Experience, William Hill