Celebrating 100 years: Katie's Story

From the day Katie Bogg started at CSC as a fresh-faced 19-year-old, she knew it was going to be a lot of fun. Knowing nothing about superannuation, Katie joined CSC to work with her best friend. From day one, her focus was strictly on getting to know our customers, and having a good chat.

“My first job was making welcome calls. No one really taught me anything about super. They just said, ‘here's the PDS, call people and welcome them to the fund.’ And I thought, ‘They’re paying me to talk all day, this is pretty awesome because I love a chat.’ I'd call people up, welcome them to PSSap, and talk about their day—I had the best time.”

From there, Katie’s passion for improving the customer experience was ignited. After a few years of getting to know customers through conversations, Katie was handed a 200-person customer survey and asked for her thoughts. From this 200-person survey, the seeds of CSC’s customer experience and insights program, called The Compass, were planted.

“I was able to do some problem solving with customers, which I really liked. I had all these opportunities to figure out how to help the customer at a more macro level, and many customers over time. So, while I missed helping customers directly, at the same time I still got to have an impact. I never lost sight of the customer even though I wasn’t talking to them directly.”

“I could see this thing so clearly, how powerful this Compass program could be.”

More than 100 CSC employees attend The Compass forum every month, giving every single person the opportunity to learn in-depth about customer motivations, and come up with innovative ways to solve customer problems.

From humble beginnings, The Compass program has grown to be a fundamental pillar in how we serve our customers—The Compass points us in the right direction, making sure we’re on the right track to meeting our customers’ needs. The Compass provides unparalleled insights into what our customers want from their super, so we can ensure services are tailored accordingly, it’s the catalyst for us to make improvements to our products and services.