Amanda Furse

Customer Insights Lead Medibank

A passion for brand and communications, a questioning and analytical mind, coupled with a hunger to understand human behaviour has backed my 12 years in research and insight. I pride myself on building strong relationships both with suppliers and internal stakeholders and thrive in a team environment. My recent interests have focused on brand strategy, health and wellbeing, member engagement and NPS insights. Specialist skills include - various research tools (Q, SPSS, Maritz, DisplayR), NPS, market segmentation, conjoint testing, volumetric forecasting, concept /NPD testing, brand and communications research with particular experience in advertising testing.

Day One - 8 October 2024

9:30 AM JOINT PRESENTATION: Becoming customer obsessed – How do you commercialize the use of customer data?

  • Adjusting the business or evolving the business towards a customer obsessed way of thinking
  • How to get that strategic structure behind the verbatim data and making sure that we can understand down to the driver level, how we can influence it for the customer to improve that NPS score
  • Understanding voice of customer and how you would utilize data to feed into the inner and outer loop process.
  • Culture, capabilities, incentives - Reflecting on the strategy around how do you know what data can inform and shape the customer obsessed behaviour and mindset
  • Designing and executing based on an end-to-end journey perspective
  • How can you demonstrate the commercial impact of a customer experience?