Virtual event:
13th October Agenda
CX in a Crisis and the Road to Recovery
The last 12 months have seen Australian businesses face a number of unprecedented crises – Royal Commissions, bushfires and of course, COVID-19. We’ve all seen our businesses thrown into disarray and our need to rapidly adapt has tested us as both CX professionals and as humans.
The NRMA are a true example of a business that is customer-led in its thinking, even when grappling with the unprecedented (sorry!) challenges thrown our way over the past 6 months. In this exclusive fireside chat with Emma Harrington, CEO NRMA Motoring & Membership, we explore The NRMA’s admirable CX efforts to date, and how their CX function rose to the challenge of COVID-19 by pivoting CX initiatives and addressing new customer problems, going above and beyond in their commitment to the customer.
We’ll also explore some of the key lessons and learnings that we’ll take with us from this challenging time, what impact this has had on the experiences we’ll create for our customers in the future, and what the next 12 months looks like for us as CX leaders as we build the road to recovery. We’ll then open up to a group discussion to share experiences and gain insights from the Collective membership.
10.00
10.05
Exclusive fireside chat with Emma Harrington, CEO, NRMA Motoring and Membership
In this exclusive fireside chat with Emma Harrington, CEO NRMA Motoring & Membership, we explore The NRMA’s admirable CX efforts to date, and how their CX function rose to the challenge of COVID-19 by pivoting CX initiatives and addressing new customer problems, going above and beyond in their commitment to the customer.
We’ll also explore some of the key lessons and learnings that we’ll take with us from this challenging time, what impact this has had on the experiences we’ll create for our customers in the future, and what the next 12 months looks like for us as CX leaders as we build the road to recovery.
10.30
Breakout discussions
The breakout discussion groups are a fantastic opportunity to learn from the collective intelligence and experiences of the members, creating a safe space to share ideas and work through challenges. During this session, we’ll come together to explore what the last 6 months has taught us about how we should be connecting with and supporting our customers, and what key lessons we will take with us as we navigate the road to recovery and beyond.
11.15
Summary and Close
Contact
Stacey Goater
Portfolio Director, Ashton Media
Ph: +61 481 235 899
stacey@ashtonmedia.com.au