Leveraging Behavioural Economics and Human- Centred Design to Transform Service Delivery and CX

Leveraging Behavioural Economics and Human- Centred Design to Transform Service Delivery and CX
REST Industry Super is undergoing a major multi-million dollar claims transformation project in the ambition of upping its claims service to provide market leading experience.
One year on, REST is beginning the second phase, having already reduced size of its claims form by 50%, reduced end to end cycle times by a month, and delved into the behavioural economics of how customers interact with claims forms, a first for the industry.
In this presentation from Claims Experience 2018 Amelia Butler National Manager, Member Service, REST Industry Super, explores:
  • Looking to process improvement for the evolution and improvement of CX
    Listening to what your customers want: talking to claimants rather than deciding internally
  • Overcoming the challenge of a highly casual workforce
  • What’s working and what’s not? Looking at successful global counterparts
  • Leveraging behavioural economics and Human-Centred Design

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