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Enabling digital transformation

45 mins 0.75 CPD Hours

From enhancing the member experience to ushering in extraordinary operational...

Bringing CX into the C-suite

45 mins 0.75 CPD Hours

Early research indicates that our post COVID-19 environment will feature an...

Connecting CX & EX

60 mins 1 CPD Hours

The common denominator behind the most successful organisations is that they...

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Bringing CX into the C-suite

45 mins
0.75 CPD Hours

Engagement Symposium Engagement  Members culture  Business operations  Leadership

Early research indicates that our post COVID-19 environment will feature an increased focus on digital solutions. With funds expanding their CX offerings to members, it then becomes critical that the executive team understand the various drivers and levers that drive engagement.

Director at BBB Advisory, Lyn Trewenack will walk through just how CX feedback can be brought into the executive sphere, and how best to communicate the ROI on initiatives that enhance the business overall.

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Lyn Trewenack, Director, BBB Advisory

Lyn is recognized as a passionate thought-leader in CX delivery. As the national consulting director for BBB Advisory, she is relied upon to bring global best practices to the table when supporting and guiding clients to develop leading customer strategies and optimise their contact centre operations.

Her experience in the superannuation industry is unparalleled – from establishing award winning contact centres, conducting CX model reviews, and implementing significant operational and digital changes - from Choice of Fund in 2008 and the GFC, into the PYS and COViD-19 world, through to leading various sized multi-channel in-house and outsourced contact centres.

Clearly most comfortable when her world is dynamic and where her clients are facing significant disruption, her intuitive and intelligent insights, stories and guidance empower the busy Exec and Manager to move forward into transformational change with confidence and set up for success.


Lee Scales

Lee Scales has over 25 years of experience in financial and consulting services organisations and has held senior executive roles at the NAB and UniSuper. Her expertise includes people and learning strategy, operations and call centre management, transformation programs, change management and retail banking. 

As CCO Lee is responsible for leading the Member and Employer experience functions. She has also established a customer experience design function to uplift capability and build a customer centric culture. Having previously held the role of Chief People Officer at UniSuper, Lee is passionate about the link between employee experience and customer experience – this simple objective ensures she maintains a clear focus on improving service to customers while improving the workplace, tools and processes for UniSuper people.

Lee has a Graduate Diploma in Leadership and Change, is a Fellow of the Financial Services Institute of Australasia (FINSIA) and a Graduate of the Australian Institute of Company Directors (AICD). A highlight for Lee was being awarded the ‘Superannuation Executive of the Year’ at the 2015 Women in Financial Services Awards.

CPD 0.75pt


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