Integrating technologies with human capability for end-to-end CX
Conference Date
27th & 28th November 2019
Location
ICC Sydney
Book Now
Secure your place and get the best rates
Add to calendar

Agenda

Print

Day 1 - Wednesday 27th November, 2019

8:00
Registration, coffee & networking
8:30
Opening remarks from the Chair
Craig Mendel
Head of Customer Success and Support
Tyro Payments
Positioning your contact centre at the heart of your customer centric program
8:40
Embracing customer centric culture in service delivery
  • 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
Sue Ferguson
Director Contact Centres
Service NSW
9:20
Building team culture to improve customer experience
  • 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
Damien Robinson
Senior Customer Service Advisor
Blue Mountains City Council
10:00
SPEED NETWORKING

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

10:30
Morning tea & networking
11:00
Use Your Words: Improving the Customer Experience with Conversational AI
  • Leveraging Conversational User Interfaces (UI)  technology to improve customer experiences
  • Reducing customer effort by empowering the customer to use their own words
  • Utilising Natural Language Processing to help contact centres deliver exceptional self-service capabilities
Callan Schebella
Chief Executive Officer
Inference Solutions
11:30
PANEL DISCUSSION: Leveraging customer insights effectively to develop customer engagement strategies
  • 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
Tina Morrell
General Manager Customer Strategy & Experience
NRMA
Vesna Olles
General Manager Product & Customer Marketing
BOC
Amrita Bhattacharyya
Former Head of Customer Strategy and Experience Design
Suncorp
12:10
Networking lunch
1:10
ROUNDTABLE DISCUSSIONS
  • 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

Tom Hatch, Manager – National & Strategic Sales, DFP Recruitment Services &

Antoine Casgrain, General Manager National Contact Centre, KinCare

  • Roundtable C: Moving contact centre to the cloud
2:10
Re-focusing on the customer service ethos to deliver, cost effectively, an award winning CX
  • 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
Antoine Casgrain
General Manager National Contact Centre
KinCare
2:50
Afternoon tea & networking
3:20
Prioritising omnichannel for enhanced customer engagement
  • 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
Lawrence Drayton
Head of Operations
OVO Mobile
4:00
Leveraging data and Human Centred Design to improve service delivery
  • What is the relationship between data modelling and CX
  • How to design improved customer experience and organisational efficiency through automation
Robert Barać
Director Customer Experience
ANZ
4:40
Closing remarks from the Chair & close of Day One
4:50
NETWORKING DRINKS

Day 2 - Thursday 28th November, 2019

8:00
Welcome, coffee & networking
8:30
Welcome remarks from the Chair
Craig Mendel
Head of Customer Success and Support
Tyro Payments
Leveraging AI & other technology to enhance customer satisfaction
8:40
Analysing the impact of bots & AI have in the contact centres
  • 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
Eric Nguyen
Robotics and Automation Lead
Telstra
9:20
Integrating contact centres globally to deliver consistent & accurate services
  • 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
Renzo Urzua
Global Contact Centre Management Trainer
Mastercard
10:00
Morning tea & networking
10:30
Intelligent virtual agents (IVAs) on the front line: how cognitive science is changing the way we use chatbots for customer service
  • IVA technology research roots and cost effective approaches
  • opportunities for customer service automation
  • impact in the real world
Dr Martin Luerssen
Chief Technology Officer
Clevertar
Tanya Newhouse
Chief Executive Officer
Clevertar
11:05
Will contact centres survive the 4th industrial revolution?
  • 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?
Probir Geoffrey Dutt
Automation Evangelist Group Technology
IAG
Optimising workforce planning & employee engagement
11:45
How to engage a workforce to deliver a brilliant customer experience

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
Vince Santamaria
Contact Centre Manager
Allianz
12:25
Networking lunch
1:25
INTERACTIVE SESSION: Dr Expert

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

1:55
CASE STUDY: Empowering frontline team through innovative workforce management

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
Tim Buzza
Manager Workplace Innovation
IAG
2:35
Afternoon tea & networking
3:05
Gaining buy-in from the senior management team to drive the change
  • Increasing the awareness of the need for change management
  • Quantifying the outcome of change and communicate to management
  • Implementing and reinforcing change management
Amrita Bhattacharyya
Former Head of Customer Strategy and Experience Design
Suncorp
3:45
Deploying a forward-thinking workforce planning strategy
  • 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
Ritu Sinha
Director
CX Transformation
4:25
SOAP BOX

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
5:00
Closing remarks from the Chair & close of Conference
Back to Top

Key Speakers

Sue Ferguson
Director Contact Centres
Service NSW
Renzo Urzua
Global Contact Centre Management Trainer
Mastercard
Kristina Pushik
Head of Contact Centre
NIB Travel Insurance
Tim Buzza
Manager Workplace Innovation
IAG