Our guest for today's episode is Karen Wynn. Karen is a senior customer centric leader with 20 years experience across customer insights, CX, customer retention, loyalty, strategy and marketing. For the past 9 years she’s been at RACQ in sunny Brisbane, Australia. We’re excited to have her on the show because she’s currently leading a group wide transformation of RACQ's value proposition and future product & service offering. Through a strategic and collaborative approach she is using data and insights to drive change and increase member centricity, strengthen commercial outcomes and deliver value to members and community stakeholders.

In this episode, we are going to discuss how RACQ is building Trust and Transparency with their customers. sharing loads of practical advice along the way, how to get buy-in from top level executives, when to know is the right time to mature your VoC program and why it's never a good idea to misalign your brand promise and the customer's actual experience.

Books mentioned in this episode:

• Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-term Profits by Don Peppers and Martha Rogers
• The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman and Rick DeLisi