Page 68 - V3 TOGA_CX Presentation

RECOMMENDED NEXT STEPS
1.
Increase customer satisfaction, advocacy and differentiation at Surry Hills and 120 Macquarie
2.
Deliverables
• Execution plans for Surry Hills and 120 Macquarie
Increase customer engagement and differentiation through the eight new value added services
Activities
Deliverables
• 8 new TOGA offerings with business models ready for deployment at 120 Macquarie
• ‘Early wins’ tested with customers at Surry Hills
Activities
• Initial scoping with the Steering Group to determine available investment and ROI requirements
• Review information to build and integrate the business models with past or existing initiatives at TOGA
• Develop the business models and incorporate further innovation
• Validate and refine each business model with key people at TOGA
• Develop the implementation plan for each initiative
• Integrate the ideal Customer Experience with existing TOGA processes, and identify gaps and alignments needed for the backend actions/support processes (we will use the existing plans for Surry Hills and 120 Macquarie as the starting point)
• Close the gaps and design required customer experience touchpoints for the relevant persona
• Develop an execution plan for Surry Hills and 120 Macquarie
Commercial in confidence
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