25-26 July, 2018 | Rydges Sydney Central, Sydney, NSW

Martin Adlington


General Manager, Corporate Health
NIB Health Funds


9:50 AM Leveraging Online Platforms and a Cloud Based Knowledge Platform to Integrate your Branches into the Omni-Channel Network to Drive Sales Growth and Higher NPS Scores

NIB Health Fund is going through a long term, organization wide transformation focused on putting the customer at the centre. For the brick-n-mortar network this means, delivering a seamless experience for all existing customers and prospects, regardless of what channel the begin and/ or end their journey on. The technology is a critical success factor, having launched a cloud based knowledge system and leveraging real-time data to provide a better view of the customer to drive sales growth. Culture change is almost as important and has been the biggest challenge. This session will discuss:

  • Effectively integrating the cloud based knowledge platform and real time data analytics to better support staff and drive higher conversion rates
  • Creating a cultural movement to achieve higher NPS scores
  • The next steps in creating a truly omnichannel experience


Check out the incredible speaker line-up to see who will be joining Martin.

Download The Latest Agenda