Upload
harriet-wakelam
View
367
Download
3
Tags:
Embed Size (px)
Citation preview
CAN NPS AND BIG DATA BE DESIGN TOOLS? (THE KRONKIWONGI OF EXPERIENCE) Harriet Wakelam
Head of Customer Experience, Medibank
MEDIBANK/ FOR BETTER HEALTH THE CX TEAM/ FOR THE CUSTOMER DESIGN PRACTICE/ THE WAY WE DO THINGS TOOLKIT / NPS, DESIGN PRACTICE, STORYTELLING BEING HUMAN / …IN AN INSURANCE WORLD…
IMPORTANCE OF CUSTOMER FOCUSED LEADERSHIP
4
“THERE IS NO BETTER WAY TO BUILD A CUSTOMER FOCUSED ORGANISATION THAN ROLLING UP YOUR SLEEVES AND GETTING YOUR HANDS DIRTY.. IT’S ABOUT WALKING THE TALK”
John Stanhope, CFO, Telstra
A NUMBER OR SOMETHING ELSE…?
13.12.2014 9
NPS =
Detractor Passive Promoter
How many of our Members are at RISK!
“When people are not aiming for anything in particular or when they cannot monitor their performance, there is little basis for translating perceived efficacy into appropriate magnitudes of effort”
Badura
We fail to notice because we’re busy keeping busy..
We fail to dream because dreaming implies that we have to take a risk to realize our dream
We fail to connect because we might get rejected
We fail to do because we haven’t noticed, we haven’t
dreamed and we haven't connected…
MONIKA HARDY
13.12.2014
The problem isn't how to
make the world more
technological. It's about
how to make the world
more humane again.”
John Maeda
UNPICKING FUTURE STATE CHALLENGES WILL ENABLE US TO ADDRESS THE FOG OF HEALTH INSURANCE FOR OUR CUSTOMERS
22
Baseline Health/Wellbeing
Customer: Fog of Private Health Insurance Business: Confusion about what to fix
Clarity/Focus
HARRIET WAKELAM [email protected] @hwakelam https://www.linkedin.com/in/hwakelam 0407 303 393