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CX Insights with Neil Cole - Customer Experience Manager at Kiwirail

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Customer Experience (CX) is arguably the next competitive battleground for many organisations and we have been seeing demand for professionals in this space growing at an extremely fast pace.

With such an emphasis surrounding the sector, we invited special guest speaker Neil Cole, who is the Customer Experience Manager at KiwiRail, to share his insights and learnings on the topic. With over 20 years' experience in the Digital arena, Neil is one of New Zealand’s most successful CX exponents - most recently transforming KiwiRail's own customer experience in an authentic and innovative way.

We’re delighted to share the video of Neil’s presentation with you and hope you find it helpful for your own CX journey. Take this opportunity to gain valuable insight from an experienced leader in the field.

 

In this video you’ll hear about:

  • CX Framework
  • Understanding Customers
  • Examining Experiences
  • Managing Opportunities
  • Outputs and relationships to the wider business
  • Measuring the value of CX