Streamlining the Customer and Agent Experience: A Customer Service Strategy for Growth and Competitive Advantage in Financial Services
You’ve been personally selected to join your CX peers from financial services for a VIP lunch at the beautiful Nobu Restaurant in Sydney on 11th May where you’ll hear from Kim Burraston, Senior Manager at Regional Australia Bank share the work he and his team have done to create a customer service strategy for growth and competitive advantage.
Consumer expectations are high, and businesses in financial services need to act smarter, respond faster, and focus on the outcome for the customer in order to remain competitive in their sector. In today’s dynamic environment, creating a meaningful yet effortless and streamlined experience for your customer while empowering your agents to deliver on that experience is crucial.
Join us for a beautiful three-course lunch as Kim shares how Regional Australia Bank created a competitive advantage by streamlining both their agent and customer experience, while still retaining the personal touch that their customers expect. In the Q&A with Kim we’ll explore the below, after which, we’d encourage you to candidly discuss how this applies to your own businesses with your CX peers:
– How we can supercharge our contact centre functionality to streamline both the customer and agent experience
– With security being a paramount consideration in financial services, how can we create a secure agile approach to customer-service?
– Leveraging insights and reporting to empower our teams and drive continual growth
Please click the RSVP button below to confirm your place. Look forward to seeing you there and having a great afternoon together.
You’ll be joined by
Kim Burraston
Senior Manager Retail
Regional Australia Bank
Born and raised in Regional NSW, Kim is passionate not only about Regional Australia Bank, but all the regional communities they are a part of.
Kim has over 20 years’ experience in Mutual Banking, having commenced as a trainee teller for New England Credit Union. Kim has worked as a lender, Branch Manager, Regional Manager and Contact Centre Manager, his current role is Senior Manager – Retail where he looks after Regional Australia Banks 38 branches and contact center.
Kim strives to ensure Regional Australia Bank has the systems and structures in place to ensure that no matter which channel its customers liaise with Regional Australia Bank, that they receive the highest level of service.
Kim is also focused on ensuring that the frontline retail staff can have meaningful careers with Regional Australia Bank regardless of where they located, which not only benefits the staff member, but their family and community as well.
Your Moderator
Biagio La Rosa
Managing Director
Generation-e
Biagio With over 25 years of experience providing Unified Communications, Audio Visual, Networking & Security solutions both on premise and in the cloud. I understand the kinds of problems senior people face when making decisions about improving collaboration and access to information. My customers get up and running with our solutions more quickly and at a lower cost than they thought possible.
I have helped many companies migrate their businesses to the cloud to:
– Control costs, and improve access to information
– Improve email and communications, meetings and collaboration and mobility
– Drive improvement in staff engagement and productivity
– Deploy IT managed services to reduce costs and increase uptime
– Create a more flexible and mobile work environment
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HOSTED BY
WHEN
Thursday 19th May 2022, 12pm – 2pm
| 12.00pm | Arrival & entrees |
| 12.20pm – 12.40pm | Q&A with Kim Burraston, Senior Manager at Regional Australia Bank |
| 12.40pm – 1.30pm | Mains served and discussion with your CX peers |
| 1.30pm | Dessert served |
| 2.00pm | Wrap up and closing comments |
WHERE
Nobu
Crown Sydney, Level 2/1 Barangaroo Ave, Barangaroo NSW 2000