8 October 2024
Amanda Furse
Customer Insights Lead MedibankAmanda has been working in research and insights since the tender age of 21 and has been lucky enough to work with several large brands including L’Oreal, Kmart and Westpac where her love of brand strategy, creative execution and measurement was born and fostered. The last 7.5 years have been in the world of insurance, health and finance with Medibank and ahm where she is lucky to be at the forefront of their customer experience evolution ensuring both herself and the business becomes customer obsessed.
Day One - 8 October 2024
9:30 AM JOINT PRESENTATION: The evolution and operationalisation of VoC at Medibank
Medibank will share some of our key learnings around how our Voice of Customer change was possible and the ‘unlocks’ that helped us to drive a new way of thinking through the organisation. Three consistent themes
1. Strategy – Organisational change and shift towards embedded journey thinking
2. Sponsorship & timing – How executive support, unexpected advocates and new programs supported our change
3. Value – The importance of contextualising and commercialising the VoC program for our business
Finally, we will outline how the program is already impacting decision making and out next steps in FY25.
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