20 - 21 November, 2018 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Amrita Bhattacharrya


Head of Customer Strategy and Experience Design
Suncorp Group


3:50 PM Supporting CX Teams With Actionable Insights Through A Lean, AI-Powered CX Measurement Program

Customer satisfaction metrics have always made for interesting debates and if there’s one lesson learned from those conversations, it is that there isn’t one right answer/solution available on this end. What determines the best fit of a metric you are benchmarking your practices and service around? Moreover, with troves of feedback and customer data to sift through, how does an organization drive value out of this asset with agility? Talking on these challenging questions, Amrita takes you through her experiences at Suncorp in driving an efficient insights development to service/product experience delivery program by:

  • Securing management buy-in towards CX improvement through data-driven evidence
  • Speeding up the delivery of actionable insights for CX teams through AI-powered tools
  • Standing up a satisfaction measurement program that bridges CX across various customer journey touch-points
  • Overcoming challenges with task and resource management to ensure prioritization of pressing customer outcomes


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

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