30 - 31 October, 2018 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia
Speaker Information:

Bridgette Dalzell


Head of Customer Service & Support, ANZ
Latitude Financial Services


3:10 PM Customer Obsession: How Latitude Financial Services Improved NPS By 20 Points Through Service Principles That Prioritize Customer Outcomes

While there are a range of technologies and solutions available to improve contact centre operations, deriving greatest value from these investments is down to how strongly an organization understands and prioritizes customer pain-points. At LFS, Bridgette leads a service transformation program through principles that improved NPS by 20 points in a span of 6 months. Setting an ambitious goal of a 60+ NPS, in this case study she shares the principles that enabled this improvement.

  • Bringing efficiencies to customer experience through a cloud-first service strategy
  • Using customer councils to understand service pain-points and needs
  • Tailoring a business and technology investment roadmap that differentiates customer experience and delivers positive outcomes


Check out the incredible speaker line-up to see who will be joining Bridgette.

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