Our Customer Experience (CX) Week is a much-anticipated event in the PEXA calendar, held in honour of Global Customer Experience Day. The celebrations give our employees a chance to reflect on what makes great customer service, share in best-practice learning sessions and take a forward look at how we’re continuing to improve our offerings with the customer in mind.
“Our theme for this year was “Every hand shapes the experience”, recognising that everyone at PEXA has a role to play in impacting our customers’ experience with us,” said Emma Wu, Head of Customer Insights and Engagement.
“We held a panel with CX experts across a range of industries like financial services, superannuation and design, where we discussed the link between great employee and customer experience and how we can use data and AI to enhance this.”
“I was fortunate to be part of a lively CX debate, where we learned that we need a healthy balance of both Design and Technology to create a meaningful customer experience. And we had some live call listening sessions where we heard our fabulous Customer Support team members help our customers navigate through complex queries and demonstrate their incredible knowledge and empathy,” added Danielle Elmasri, Customer Insights & Engagement Lead.
Emma also had the opportunity to present PEXA’s own CX transformation story with industry colleagues in the Insightful Leaders Virtual Series webinar. “It was great to share our results and learnings from the CX Transformation journey we’ve been on over the last 18 months. At the heart of this transformation is making sure we’re always listening to our customers, learning from their feedback and taking action on it to continuously improve their experience with us,” said Emma. You can watch the webinar recording here.
Fittingly, the customer-focused week was rounded out with a number of in-person events for our Victorian Practitioner customers. To tie into Cyber Security Month, the Practitioner team hosted a Security session, focusing on recognising emerging threats like phishing and ‘quishing’, mitigating risk, handling secure international funds transfers, and new functionalities in the PEXA platform like our APIs and mobile signing. We look forward to further supporting our Practitioner customers across Australia when we take these learning sessions on tour over the next few months.
Although Customer Week is over for another year, we continue to engage with our customers through a range of webinars, events and our Practitioner Advisory and Banking Operations Councils. To learn more about how PEXA supports our customers, visit our website.