Australian Taxation Office
Patrick has worked at the ATO for over 15 years, with extensive leadership experience across customer service, continuous improvement and operational support portfolios. Over the last few years, he has worked in the Service Delivery business line, focussing on developing and implementing service and channel transformation, business improvement across the ATO’s public facing workforce, including face to face, telephony, chat and back office. He currently leads a wide ranging portfolio that includes collaborating across the ATO and external parties to build relationships and to identify and drive improvement opportunities that enhance the customer and staff experience.
NSW Department of Premier & Cabinet
Glenn King is the NSW Customer Service Commissioner and Deputy Secretary DPC leading the Premier’s Implementation Unit and the Behavioural Insights Unit. Glenn has considerable experience in leading organisations and divisions, and has a strong customer, people and performance focus. Glenn has an extensive executive background working both domestically and internationally, and across numerous sectors from finance, public and not-for-profit.
Northern Beaches Council
With current roles as CEO & Company Secretary Auscontact and on the National Advisory Committee for the National Relay Service which supports people with disabilities, Fiona demonstrates a strong commitment to driving customer contact capability.
As Auscontact CEO, Fiona is responsible for developing and executing strategies and ensuring a strong, coherent voice domestically and internationally for the more than three hundred thousand Australians employed within the industry. Fiona is a passionate advocate of the industry, who thrives on interacting with the customer excellence community – both practitioners and technologists which together provide great customer experiences that make up this critical component of every day life.
Fiona’s career has included senior leadership positions at NRMA, St George Bank, American Express, and Carlson Wagonlit Travel. In these roles, Fiona has been responsible for the business strategy, implementation of technology and led in excess of 900 staff located in multiple sites in Australia and New Zealand.
Fiona has been a judge for the Hong Kong Call Centre Association (HKCCA) for four years and this year marks the third year of judging for the Indonesia Contact Center Association (ICCA), these opportunities to work internationally bring our industry closer together.
Auckland City Council
Wendy is a highly experienced GM and organisational leader, with a tenacity for delivering capabilities to improve organisational success, guided by the voice of the customer. Her current role covers the breadth of service redesign, online service development and channel optimisation.
She is accountable for getting 70% of Auckland Council’s most common transactions online by 2019, increasing customer satisfaction, decreasing customer effort and lowering Auckland Council’s cost to serve. Wendy’s past transformation efforts include a step change for the Ministry of Social Development StudyLink’s student support – to a fully integrated e-channel portal, which has been recognised as a benchmark for e-govt initiatives.
During her time at the Ministry of Social Development she was awarded an Outstanding Achievement Award for her “exceptional contribution to the organisation and what it does”.
Craig is currently the Director of Digital Services at IP Australia where he manages the agencies contact centre, the virtual assistant ‘Alex’ and ‘eServices’ – IP Australia’s transactional web interface. Prior to IP Australia, Craig had a long career at the Department of Foreign Affairs and Trade and AusAID across various ICT management roles. These include managing IT service centres, managing interagency services, Whole of Government liaison, supporting web applications and reforms to data centres and software licencing. Craig has a passion for delivering great customer service through the digital channels he has managed throughout his career. Being responsive to user needs he approaches digital transformation with the attitude of ‘If you can deal quickly with the simple stuff, your team has time to add value where it matters’.
Customer Service Institute of Australia
Anouche has spent half her life thinking about how to create better customer service interactions. In 2013, after spending nearly a decade combining an academic career with consulting for forward-thinking organisations, she accepted a senior role at CSIA. Since 2015, she has been its CEO, where she focuses her team on assisting individuals and organisations in achieving their true customer service potential.
Telstra & Energx
Whitsunday Regional Council
Shane held management roles within varied industries in the private sector for 15 years before entering the public sector. Over the past 2.5 years within his role at Whitsunday Regional Council, Shane has undertaken a review of all Customer Service functions. Rather than traditionally viewing Customer Service, WRC has challenged itself to reduce Customer Requests through a Customer Service Culture shift. Changing how Council views the Community, how the Community views Council and how those within Council view ourselves.
City of Canterbury Bankstown
Smart Service Queensland, Department of Housing and Public Works
Ability Links NSW
Vikram leads the forecast team, which is responsible for producing all forecasts within M&S research. He is focused on the consumer commerce areas including retail, travel, and financial services. He is keenly involved in understanding the evolution of consumers’ online behaviour and technology adoption.
Vikram often appears on TV, radio, and comments in the press on the US online retail and travel industry. He has been quoted in The L.A. Times, Business Week, The New York Times, CNN Money, and American Banker. He has also appeared on CNBC, Bloomberg TV, and Radio, NPR, Fox Business News, and ABC.
Vikram earned an M.B.A. from Virginia Tech and a B.Com from N.M College in Mumbai, India.
Brisbane City Council