Neil Brown has nearly 20 years’ experience within the transport and financial services industries focused on IT, strategic planning, group and external engagement, product development, large scale operations and contact centre leadership, business case development and project sponsorship.
Within Sydney Trains he has driven significant improvements in information capability in technology, people capability, and process improvement leading directly to improved customer satisfaction with information.
Neil is currently leading a transformation project to develop an integrated rail operations control centre that will help take information and customer service to the next level for Sydney Trains.
Keynote: Innovating customer service strategy through available data
PANEL DISCUSSION: What are the key features of an effective customer service measurement system?
How to drive internal change to strengthen service improvement
Alan Fedda is a recognised leader with over 10 years experience championing for customer service improvements across Australia. Alan is currently Public Transport Victoria’s Director of Customer Experience with responsibility for overseeing the quality and consistency of the customer experience across Victoria’s public transport network, through multiple modes and delivered by private and government operators. Alan’s team is also accountable for the states myki smart card ticketing system which processes an average of 1 million transactions everyday.
Alan’s group also manage the networks customer service call centre, handling over 25,000 calls per week and the PTV Information hubs, located at Southern Cross station, 750 Collins Street and two in Geelong and Bendigo in Regional Victoria, servicing over 2000 visitors a day. Alan’s group also provide pop-up customer service hubs across the state to support major tourism events, including a shop-front at station pier to welcome visitors during the major cruise ship season, Australian open and the Formula 1 Australian Grand Prix. Alan also heads the public transport industry customer advocacy team that reviews the complaint handling of public transport operators across Victoria. Alan also leads the Brand and Customer Information teams, delivering way finding signage across the network, customer information campaigns and collateral. Alan has recently led the introduction of Melbourne’s new Free Tram Zone and Fare Changes.
Previously Alan has led the customer relations for major Australian organisations, including Australia’s largest Internet service provider Telstra BigPond and pay television provider Foxtel where Alan led the organisations customer service strategy through its largest IT systems change. More recently Alan was at Origin Energy Australia, where in addition to leading the customer relations of the organisation nationally, he also headed the organisations hardship team delivering services for customers who were experiencing financial difficulties.
Building a quality management & measurement framework
- Understand how to measure your customer service
- Track performance against targets to strengthen service improvement
- Utilise systems & data to improve planning & corporate strategy
Director Customer Experience
Public Transport Victoria
Manager Customer Service
Coordinator Customer Service & Digital
City of Yarra
Customer Information & Intelligence
Associate Director of Marketing
Manager Client Research
Transport Accident Commission Victoria
Coordinator Customer Service & Design
City of Boroondara
- How to measure your customer service to improve corporate strategy
Monday, 24th August 2015
5:00pm – 8:00pm
- How to drive internal change to strengthen service improvement
Tuesday, 25th August 2015
5:00pm – 8:00pm