Your Invitation
You’ve been personally selected to join your CX peers for a VIP lunch at the beautiful Café Sydney, where you’ll hear from Loridana Jacobs, Business Analyst, Avant Mutual who will share how they are elevating the voice of their customers’ to deliver a better member experience.
This private dining experience is being brought to you by NICE in partnership with Ashton Media, producers of the region’s leading CX, contact centre, and customer insights events, the Customer 360 Symposium hosted annually in the Hunter Valley, Customer Connect, and The CX Awards.
The Dining Experience
Perched atop Customs House at Circular Quay, with spectacular sweeping views across Sydney Harbour the restaurant has built its reputation over the past 20 years. Cafe Sydney is one of the city’s most iconic dining destinations.
With a commitment to sourcing the freshest and the best produce in season, they utilise locally sourced produce across all areas of the continually evolving contemporary menu, delivery a dining experience that is unique.
Roundtable Discussion
How Avant Mutual Elevates the Voice of the Customer to Deliver a Better Member Experience
Avant Mutual is Australia’s largest medical defence organisation (MDO) and the leading provider of medical indemnity insurance in Australia. It coordinates six independent contact centres as part of its operations, supporting customer interactions across medical indemnity, health insurance, practice insurance, life insurance, practice management, and legal information.
With more than 100 agents fielding a great number of calls per day, Avant Mutual needed to consolidate its contact centre operations to deliver more streamlined agent and member experiences. At the same time, Avant Mutual needed to better understand its disparate member bases and achieve a more holistic, 360-degree view of the customer.
Join us for a beautiful three-course lunch as we hear from Loridana Jacobs, Business Analyst at Avant Mutual, as she shares how she and her team are strengthening it’s member-centric offerings and enhancing both the member and agent experience. We’ll hear how they are working to realise deeper insights into their customer interactions, while also improving reporting and forecasting capabilities.
You’ll also then have an unrivalled opportunity to share ideas and learn from your CX peers as we discuss:
- What are the key considerations for us when striving for frictionless agent and member experiences from anywhere?
- How can we better leverage the voice of the customer to deliver essential 360-degree insights into customer pain points, and identify ways to enhance the member experience?
- Leveraging cloud-based solutions to transform contact centre operations and member experiences for the better
Please click the RSVP button below to confirm your place. Look forward to seeing you there and having a great afternoon together.
Your speaker
![Loridana](/wp-content/uploads/2023/04/Loridana-Jacobs-for-NICE-v2.jpg")
Loridana Jacobs
Business Analyst
Avant Mutual
With almost 15 years’ experience for Avant Mutual in various roles including Business Analyst, Technical Testing, Training & Member Services Team Lead, Loridana provides a wealth of knowledge in strengthening its member-centric offerings and enhancing both the member and agent experience. Her expertise in front-end call centre operations has been integral to driving changes around the voice of the customer. Avant Mutual is Australia’s leading doctors’ mutual. They are an organisation created by doctors, for doctors and support over 75,000 healthcare professionals and students with a range of products and services.
Your moderator
Anthony Brown
Director of Solution Consulting
NICE
Anthony is a passionate and creative Customer Experience Specialist with over 20 years’ experience in delivering contact centre projects and leading complex solutions sales. His comprehensive knowledge of emerging technologies such as big data, real-time analytics, and mobile solutions all help his mission of transforming customer experience in the digital global economy. His commitment to digitally transforming customers and developing ‘connected’ experiences for their customers has led to Anthony regularly presenting at Industry Events.
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HOSTED BY
WHEN
Thursday 11 May 2023
12.30 pm – 2.30 pm
| 12.30 pm | Arrival & entrees |
| 12.50 pm – 1.30 pm | Roundtable Discussion with speaker |
| 1.30 pm – 2.00 pm | Mains served and discussion with your CX peers |
| 2.00 pm | Dessert served |
| 2.30 pm | Wrap up and closing comments |
WHERE
Cafe Sydney
Level 5 Customs House, 31 Alfred St
Sydney NSW 2000
https://cafesydney.com/