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Nicola Chrisp

Head of Customer Engagement, Toitū Te Whenua

A systems thinker, designing and delivering services that delight - built with people, for people, Nic has spent over 20 years working with customers in the private, not-for-profit and public sectors.

A strong believer in the power of connection, it's Nic and her team's job to listen and understand customers, enabling those closest to the problem to take part in finding the solution, making it simple and easy for customers to transact with the New Zealand Government and ensuring customer touchpoint data feeds the insights engine that drives smart business decision-making.

Currently Head of Customer Engagement at Toitu Te Whenua - Land Information New Zealand, Nic is working alongside the business in its highly successful and well-recognised transformation of Landonline, ensuring it remains a world-class property system, that information about land in New Zealand continues to be trusted and becomes more available

Day 1

4:00

Measuring What Matters: CX & Service Metrics That Drive Action

  • Moving beyond CSAT and NPS: What data actually reflects experience?

  • Connecting operational metrics with experience outcomes (loyalty, effort, emotion)

  • Using data to inform business-led decision making and gaining buy in from senior leadership.

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