Natacha Moinard

Head of Customer Care
Swiss Life


12:40 PM Driving better customer experience through employee engagement

  • How an 89% engagement rate was achieved in just 18 months and the impact it had on customer experience
  • Fostering a proactive culture of feedback and communication to improve customer satisfaction
  • Combatting staff insecurity in an era of digital and automation
  • Setting clear competencies for front line staff to improve engagement