I am a Certified Management Accountant (C.M.A.) and Certified Professional Purchaser (C.P.P.) with deep experience in process and change management and people management.
My career includes highly visible roles at Accenture, Chevron, Royal Bank of Scotland and AXA. Currently, managing a team of 20 overseeing total of $260M annual surrendering policies and 1500000 direct customers.
The results of my efforts include significant cost savings, improved customer retention, increased sales and higher levels of internal and external customer satisfaction.
Panel discussion: How to improve customer loyalty and retention in the digital age
With shopper behaviour evolving alongside rapid technological advances, what factors do you need to consider for increased customer retention:
- using data-driven technologies to help support customer loyalty with targeting and personalisation
- the importance of becoming an agile and customer-centric brand
- understanding the needs of your consumer, to serve them quicker and anticipate future needs
- the importance of transparency and maintaining the human touch