27th and 28th April 2017 | Rydges Auckland, New Zealand

Roger Wallace


General Manager Customer Contact
IAG


9:50 AM Creating a Customer Centric Culture Throughout all Touch Points

  • Using the voice of the customer to identify issues and measure performance
  • Moving towards customer advocacy and away from traditional metrics
  • Implementing journey mapping to map both the customer and the people experience
  • Measuring how the customer views the personal interaction with staff and the overall brand experience


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

Download The Latest Agenda