![]() Thank you for always driving better outcomes for our customers and keeping them at the centre of everything you do. I would like to extend our thanks to industry leaders Ben Moir, Digital Innovation Lead at Amazon Alvaro Rodas Fernandez GAICD, Program Design Lead at Qantas and Adam Schwab, Co-Founder and CEO of Luxury Escapes – who kindly came and shared their knowledge and practices in how they provide leading customer experiences.Ĭongratulations to Hitesh Sapra, Jinal Patel, Kris Nedeljkovic, Dana Thompson, Jessica Grech and Sean Coulson who were the winners of the hackathon for their work on building TRUST on outbound calls by enhancing the NAB/Citi Mobile App.Īnd finally, a big thank you to Louise Beach, Daniella Pollicina, Lindsay Clements, Alexandra Stamenkovic, Nada Tramosljanin, Nicole Peters, Chelsie Gumbley, Shiyamalie Sithanandhan, Jessica Podgoetsky, Charanyaa Gopalakrishnan, Jasper Paguyan, Todd Barrett, Omar Giraldo, Amelia Dizon, Dante Martin Quinit, Juni Joe, Tim Solomon and Bianca Bressanutti for all their work pulling together a great week of activities and focus sessions. ![]() Last week we hosted a bunch of activities for colleagues including some special guest speakers and a Hackathon, where teams were asked to shoot for the stars and make it possible. This time around we worked with our new colleagues at NAB to re-purpose our customer experience focus week together in our new work home. Since commencing our annual customer focus week in 2019 we have seen our rolling 3-month Cards NPS improve by +20pts, expressions of dissatisfaction resolved at call improved by an average of 70% per month and our complaints decreased by 20%. Prior to our transition over to NAB, the Citi Consumer team would set aside one week a year to reflect, share learnings, brainstorm, innovate and re-focus our efforts on all things customer experience. ![]() ![]() ![]() Customers are at the heart of everything we do, every day. ![]()
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