Anila Fredericks

Head of Service Operations
Telstra


9:10 AM Devising an End-to-End Customer Excellent Acceleration Program to Drive Customer-Centricity in Your Organisation

·         Integrating and synthesising different team dynamics, customer service and experience cultures
·         Customer journey mapping: How can you ensure great experience from sales through to operations?
·         Leveraging data analytics in incidence management: Getting to the root cause and identify opportunities to enhance service management capability
·         Customer satisfaction benchmarking and revisiting customer experience strategies post-results

2:00 PM A: Creating a Customer-Centric Culture Within Your Organisation