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Odette de Beer is a customer experience expert with 16 years of experience in the financial service industry. As a Business Growth Strategist, she helps service-based fempreneurs to attract, inspire and engage high-value clients unlocking your referral potential. Her experience includes designing and implementing strategies to address legislation and business optimisation and growth for South Africa’s largest privately-owned Insurer. Odette specialises in client experience, which she considers the most sustainable way to grow any business.
She was responsible for strategically managing outsourced relationships and facilitating improvement projects within administrators and partners to improve efficiencies or turn businesses around.
During her time at Hollard, she was responsible for implementing operational improvement projects across the organisation. A significant part of her career was dedicated to successfully implementing TCF both in the organisation at large and with the Hollard Select Broker Partners.
Along with her team, Odette enabled Hollard to increase customer satisfaction, loyalty and advocacy by consistently delivering the purple Hollard customer experience by developing disruptive customer-centric strategies. By performing advanced customer analytics, they identified growth opportunities, measured, monitored, and improved customer experience, satisfaction, and loyalty. While defining and optimising customer journeys, manage, develop and drive implementation of customer-related regulatory risks management practices (TCF and customer conduct risk).
She has been certified by the Customer Experience Professionals Association (CXPA) since 2020, holds a Six Sigma Green Belt certification from the Juran Institute, Certified Creative Consciousness Coach and has a Bachelor of Commerce in Business Management.
Odette believes in taking a holistic approach to everything in life, so her solutions are eco-systems that consider the customer, employee, and the organisation. She strives to create win-win-win solutions that encourage growth in all spheres of life.