Steve Bennetts

Head of Growth & Strategy - Employee Experience Solutions, Asia-Pacific & Japan | Psychologist Qualtrics

Steve is the Head of Growth & Strategy - Employee Experience Solutions for Qualtrics in APJ, leading a team of specialists in guiding organisations to optimise the EX at every point in the employee lifecycle. He is one of the region’s most experienced EX specialists having played a crucial role in launching and developing the XM category in APJ. Steve specialises in EX and human-centred technologies. Prior to joining Qualtrics, Steve was the GM of Innovation and Client Services at Chandler Macleod and before that worked as a principal consultant at Sentis. Steve is a passionate psychologist utilising the crossover space between creativity, psychology, and digital technologies to create a positive experience on our planet.

27 Oct 2020, Main Conference Day One

Tuesday, October 27th, 2020

11:55 AM How to Improve Your Customer Experience Strategy for Shared Services

Businesses today are embracing "customer experience" as one of the most important ways to drive sales, customer loyalty, and competitive differentiation. And while shared services users might not be customers in the traditional sense, providing them with a superior experience can yield significant benefits for the business, including: lower costs; improved self-service; and higher employee satisfaction, engagement, and retention. In this session, we will discuss:

  • How to apply the concept and strategy of customer experience to shared services centers to improve service level, agent experiences and operation efficiency
  • The technologies, tools, and processes - from automation through to self-service - needed to ensure a consistent user experience
  • How to integrate the employee voice in new project decisions, ensuring costly rollouts truly meet the most pressing needs amidst disruption

Check out the incredible speaker line-up to see who will be joining Steve.

Download The Latest Agenda