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Day 1 - Wednesday 27th November, 2019
- Creating a top-down, bottom-up shared vision of customer centricity
- Redefining performance metrics to encourage customer engagement
- Designing CX as a core part of the organisation’s digital transformation program
- How to change engraved mindsets about contact centres that are traditionally viewed as ‘cost centres’
- Aligning processes across businesses to drive customer advocacy
- Building credibility to lead change through people, processes and technology
- Structuring a framework by creating visibility, ownership and aligned teams
NIB Travel Insurance
In this fun, interactive session, you will have the opportunity to meet fellow attendees and speakers in two minute bursts, to exchange business cards and set up conversations for the rest of the event
- Reducing the number of contacts per customer to get the problem solved
- The do’s and don’ts of case management
- FCR is not dead! Encouraging agents to take ownership and provide proactive services
- Measuring the customer experience to validate your quality assurance and enhance your work processes
- Creating a data-driven culture which focuses on the customer every step of the way
- Having the right processes to drive efficiency on a daily basis
- Identifying high performance and the right type of measurement
- Roundtable A: In house vs outsourcing: balancing between the quality of services and cost of operations
- Roundtable B: Recruiting and retention for centre operation excellence
- Roundtable C: Moving contact centre to the cloud
- Roundtable D: Analysing the impact of bots and AI have in the contact centres
DFP Recruitment Services
- How to start CX improvement in the first place
- Using team behaviours and missions statements to improve interactions
- Helping the team take ownership of their roles and customer interactions
Blue Mountains City Council
- Exploring the evolving engagement needs of customers
- Has customer needs really changed over the last 10 years?
- How has technology influenced the service delivery?
- What should we expect in the next decade?
- Integrating channels to provide a single and simple view of all customer touchpoints
- Ensuring services and information are consistent across all channels
- Assuring the process is seamless when switching channels to reduce customer effort
- How the evolving technological landscape has affected the contact centre industry
- How and when to make the call to move your contact centre back onshore
- How do you realign your contact centre to the CX expectations of today and tomorrow?
Day 2 - Thursday 28th November, 2019
- Is AI going to replace your job or improve your working life?
- Where to start? Developing a strategy from internal adoption
- Closing the gap between technology and human capability
- Exploring Knowledge Management (KM) in the era of AI
- Planning and integrating quality program to align with Mastercard’s vision
- Implementing speech analytics to overcome challenges across regions
In this interactive session, delegates will have the opportunity to ask either the facilitator or other delegates in the room, to get their challenges or questions solved on the spot
- What is the relationship between data modelling and CX
- How to design improved customer experience and organisational efficiency through automation
Case study: How Allianz achieved an Engagement score of 87%
- Establishing an engagement programme to actively manage frontline
- Overcoming challenges in maintaining individual performance
- Increasing efficiency by creating a healthy working environment
- Enhancing diversity and inclusion to create a safe workplace
- Leading, as opposed to simply managing your people, in order to build a highly effective team that performs
- Establishing a reward framework to encourage excellent services
- Providing training to close the gap in communication and customer engagement
Australian Public Service Commission
Case study on the latest step in IAG’s transformation into a genuinely flexible workplace environment
- Demonstrating how Switch app enabling agent rosters to support a healthy work/life balance
- Overcoming the challenges of creating an innovative solution in a traditionally conservative organisation
- Leading the flexible work transformation to transit more than 70% of the role of the frontline to work from home
- Increasing the awareness of the need for change management
- Quantifying the outcome of change and communicate to management
- Implementing and reinforcing change management
- Balancing customer, cultural and company outcomes to build a business case for workforce planning initiatives
- Communication and change management from executives to the frontline
- Forecasting and closing the gap between the current and future capability requirements in your organisation
Australian Public Service Commission
This session provides delegates with a platform to have their ideas heard. Individuals can submit proposals to participate and, if they are chosen, will be given a short time on stage to present:
- Lessons learned from the summit
- Steps to success
- Add value to your contact centres
Perhaps now more than ever before we are in search of relationships we can TRUST. In every aspect of our lives, we crave trust. We look for it from our family, our friends, our employers, our communities and our business relationships. Trust is intrinsically fragile to establish but as it develops it can become robust. However, after it has been broken it is difficult to rebuild.
Trust in public and private organisations has come under significant examination over the last few years. We have seen significant incidents occur that have really challenged the way the Australian public now think about organisations that may have historically been very trusted. More importantly, our awareness of the financial and reputational implications of compromised trust has been amplified.
So, can we actually develop a program to measure trust? We know what trust is once we experience it, feel it, have it. Do we understand clearly the drivers of trust? Do we understand the triggers in our own organisations that undermine or enhance our customers’ experience?
Many organisations have invested in NPS to explore and understand customer loyalty. But is there something more?
Learn how to
- Move beyond NPS / Customer Satisfaction programs
- Assess your company trust credentials
- Identify the positives and negative triggers that have an impact on trust
- Define what customers experience needs to look like
- Assess how you presently measure up to your goal state
- Identify the pillars that make up trust
- Develop a plan outline to drive alignment across all your customer experience channels
- Identify the outcomes your company requires
- Leverage NPS to enable decision-making and customer loyalty
Price: $499 + GST
* Refreshments provided
Michael Ossipoff was Telstra’s Director Capability and Innovation. Michael was responsible for explaining and interpreting the implications of new technology trends and developments so that their customers can best prepare themselves to take advantage of emerging opportunities. Michael has over 25 years experience in the IT sector.
Michael’s perspectives and experiences come from both a major corporate and start up company basis, mixed with his sales and marketing background, as well as his insight from operating his own marketing research company.
Data-driven VoC analytics is proven to increase lifecycle value and reduce churn by delivering the insights companies need to dramatically improve brand and product experiences. Organisations that have well-developed VoC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.
In this workshop, participants will be provided with tools and techniques on analysing customer feedback to transform unstructured feedback into usable data and insight to form strategies that offers your customers the optimal experience.
Gain tangible insights on
- Framework to examine your customer insight opportunities
- Practical tools to self assess your “customer insight maturity”
- Case studies and learning in co-designing for customer outcomes
- Practical action planning to achieve results
- Increasing staff engagement – why and how
Price: $499 + GST
* Refreshments provided
City of Casey
Customer Science & AMEX
Andrew has over 25 years of experience in the financial services sector including experience in the US, UK, Canada and Asia. Andrew brings a wealth of knowledge from his award winning Customer Experience General Management, of the American Express Australia and New Zealand region. How now shares this knowledge to design and deliver Customer Experience (CX) strategy and digital transformation. Andrew’s corporate responsibilities have included Board of Director for Amex in Australia and Canada, strategic leadership for Customer Experience, large team leadership of Contact Centres, operations and back office fulfillment teams. Andrew’s passion for keeping the customer at the centre for decision making has ensured whole organisation responsibility for the customer experience, aligning product design, technology, investment and front line contact centre delivery ensuring customer experience is a business success driver not a cost centre.
Todd is an industry innovator with over two decades of experience leading, managing and growing large customer service and technology outsourcers. Todd has worked internationally with leading organisations in technology and government sectors. A recognised thought leader, Todd holds an MBA and Bachelor of Science, having attended Stanford University, University of Technology Sydney, and the Australian Graduate School of Management. Todd has a passion for creating and supporting great customer services using intelligent technology and best practices such as Prince 2, ITIL, ISO, Lean Six Sigma and COPC methodologies.
NIB Travel Insurance