lisa pogonoski, chief customer officer, bt financial

Embedding customer centricity

including design thinking – the role

of the CCO

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Direct Indirect

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Westpac Group Vision

BTFG Mission

Helping people prepare for their best financial future. Forever.

To be one of the world’s great service companies, helping our customers, communities and people to prosper and grow

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Events - Feedback

LT Customer Calls

Financial Dashboards

Customer Observations

Ad-hoc Research

Banker Insights

Customer Interviews

Complaint Call Recordings

Listen to Customer calls

Quality of Experience

BT Attitudinal Segments

External Research

VOC Survey

Call Centre Post call Survey

and notes

Service Design Project

Insights

Complaints Reporting

NPS Survey

Customer Dashboards

Customer Stories –

Yammer, Intranet

Customer Stories

Social Media Feedback

lisa pogonoski, chief customer officer, bt financial

Marketing