Our guest in this episode is Lauren Reid, Lauren Reid, formerly the Head of Direct Service at MLC Life Insurance now the Head of Member Services at ESSSuper. With a passion for customers and people, Lauren was fittingly awarded the young leader of the year Award in 2018 for Women in Banking and Finance as well as a finalist in 2019 for the Financial Services Council Young Achiever Award.

In this episode, we cover how to achieve CSAT results through shared accountability, the role of different leadership styles in agile environments and the importance of telling the agile journey to deliver more value to customers. 
For other resources and information or if you'd like to get in touch, head over to http://www.theagilecontactcentre.com.au
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