Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Justin James
Director of Conduct & Risk BupaConference Day One: Tuesday, 12th November 2019
1:50 PM Bupa Case Study: How Bupa is Driving Customer-Centered Cultural Transformation through its Remuneration and Rewards Structure
Renewed emphasis on improving customer outcomes entails a shift in existing processes and mindsets. In this session, learn how Justin is aligning business objectives to customer interests, to prioritise fair treatment of customers. Moreover, Justin will take you through how he is driving Bupa’s cultural transformation through a rewards and remuneration structure overhaul that’s boosted customer satisfaction metrics.
Key Themes:
- Aligning employee performance incentives to improve customer outcomes and satisfaction
- How Bupa successfully identified 4+ qualitative performance drivers and indicators that are aligned to customer experience
- Overcoming challenges with securing and embedding change across staff and leadership
Confirmed Speaker:
Check out the incredible speaker line-up to see who will be joining Justin.
Download The Latest Agenda
