Live Webcast: Transforming Customer Engagement to Positive Customer Advocacy
Tuesday, July 19, 2011, 9pm PDT / Wednesday, July 20, 2pm (AEST) / 4pm (NZST)
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Opus Research’s Dan Miller introduces a presentation by Jennifer Rufati, Head of Customer Operations Customer Service Centres at Australia’s Westpac Bank. Rufati will deliver a presentation that includes details about how Westpac encourages customers to use a multiplicity of communications channels, including social media platforms, to conduct their banking and satisfy customer care requirements. Based on “Net Promoter Scores,” they have tangible evidence that they have turned customer into advocates.
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