07:45
08.00
Panel discussion: How the Royal Commission highlights the importance of a CX-led culture in earning the trust of your customers.
Moderated by: Nigel Roberts, Managing Partner, Yell
Harriet Wakelam, Director Design Centre, IAG
Cambell Holt, Chief Customer Officer, Mercer
Luke Jamieson, Head of Service Centre, First State Super
This session, bringing together CX leaders from IAG, First State Super and Mercer, will explore the inextricably linked relationship between trust and customer experience. The panel will explore the challenges they’ve faced in building customer-led cultures in an industry facing significant scrutiny and with acknowledged failures highlighted by the Hayne Royal Commission and how their lessons can be applied to any category where the trust of your customers’ needs to be earned.
08.35
Workshop: Implementing a CX-led Culture to Earn the Trust of Your Customers
This interactive, discussion-led workshop will give members an opportunity to collectively work through their own challenges in earning the trust of their customers, while discussing some of the points and ideas raised in the panel discussion in a bit more detail
09.25
