Rebecca Brooks -Daw
AXA Health Senior Customer Experience Strategy ManagerFor me, CX is a mindset and not a role, it’s a profession full of people and I am definitely a people person, I think all CX people are, and that’s the bit I most love about my job; creating, maintaining and improving the experiences and interactions that we (people) have with brands. The other super important part of CX that I love, is its importance within the commercial sustainability of a business.
I’ve been lucky enough to work in a variety of different industries over the years; chocolate, beds, planes, trains and I would love to say automobiles but no – I am currently in insurance at AXA Health, and it’s the same across the board, if you can deliver a consistently excellent experience; people will buy and people will stay and that feels good. I use a wide variety of CX techniques to drive acquisition, value and retention; customer listening, analysis and interpretation of insight, stakeholders engagement, customer journey mapping, embedding customer outcome metrics, effective governance, strong business case development and encouraging customer centricity through cultural change.
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