Redefining CX: AGIG's CX Transformation with DXC by Monther Alnababeth | Trending Chats

Australian Gas Infrastructure Group (AGIG) is redefining what it means to put customers first, especially those who need support the most. In this episode of Trending Chats, we speak with Monther Alnababeth, Senior Project Manager at AGIG, about their recent customer experience transformation and how technology, empathy, and smarter processes are helping them better serve vulnerable communities. Tune in to hear the lessons, challenges, and insights behind AGIG’s journey to more connected and compassionate service. 00:05 - Welcome + AGIG’s CRM transformation with SAP Service Cloud 00:20 - What changed: replacing legacy CRM and manual, fragmented processes 00:52 - Modernisation goals + roadmap toward agentic AI automation 01:16 - Top lessons: business engagement + data migration and validation 02:10 - Three pitfalls to avoid: “quick wins,” late reporting, one-size change mgmt 03:29 - Wrap-up + thanks for tuning in See more of AGIG's CX transformation with DXC: https://sap.to/6050Cr8PA 🎧 More episodes of the Trending Chats podcast: Watch on YouTube: https://sap.to/6052Cr8PC Listen on Spotify: https://sap.to/6053Cr8Ph Listen on Apple Podcasts: https://sap.to/6054Cr8u6 #TrendingChats #CX #CustomerExperience