Cx australia 2015
27
CAN NPS AND BIG DATA BE DESIGN TOOLS? (THE KRONKIWONGI OF EXPERIENCE) Harriet Wakelam Head of Customer Experience, Medibank
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Transcript of Cx australia 2015
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…
Meanings exist in the interaction between things, not in the things themselves
Alicia Juarrerro
IMPORTANCE OF CUSTOMER FOCUSED LEADERSHIP
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“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
METHODOLOGY MADNESS
..true TRUE…
THE COMPONENTS AND FACTS OF A THING… DATA
13.12.2014 7
CUSTOMER EXPERIENCE STRATEGY OPEN, INCLUSIVE AND COLLABORATIVE
change is about connecting to someone else - you don’t make change….
A NUMBER OR SOMETHING ELSE…?
13.12.2014 9
NPS =
Detractor Passive Promoter
How many of our Members are at RISK!
WINNING THE PERMISSION TO DESIGN……
10
11
REAL..Designed for the
context in which
it was meant to
be used
HUMAN
“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
LEARNING FROM THE FRONTLINE
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PUTTING PEOPLE IN TOUCH WITH PEOPLE….
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“You can’t swing a skipping rope!”
STORIES ARE DATA WITH SOUL (BRENE BROWN)
13.12.2014 15
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
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Ideal..Dreamed…
adequate – in
the best way..
HUMAN
13.12.2014
CONNECT THE DOTS OR COLLECT DOTS?
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
WHAT DOES CONNECTING THE DOTS LOOK LIKE
20
#WAYBETTER
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• How might we deliver a WayBe7er experience for new Medibank PHI members?
UNPICKING FUTURE STATE CHALLENGES WILL ENABLE US TO ADDRESS THE FOG OF HEALTH INSURANCE FOR OUR CUSTOMERS
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Baseline Health/Wellbeing
Customer: Fog of Private Health Insurance Business: Confusion about what to fix
Clarity/Focus
13.12.2014
INPUT AND OUTPUT
13.12.2014
IN A SLIPSTREAM….
13.12.2014
MEDISAFE
SANKHARA-DUKKHAthe suffering that your fear causes
HARRIET WAKELAM [email protected] @hwakelam https://www.linkedin.com/in/hwakelam 0407 303 393
