Effective strategies to transition customer service to customer experience
Conference Date
13th & 14th February 2018
Location
Radisson Blu Plaza, Sydney
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Agenda

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Day 1 - Tuesday 13th February, 2018

8:30
Registration, coffee & networking
9:00
Opening remarks from the Chair
Shane Douglas
Manager Customer Service
Whitsunday Regional Council
Lead workplace transformational change
9:10
Government service excellence through a consolidated single point of contact
  • Strategies to consistently improve the digitally integrated frontline
    service
  • Establishing the framework for consolidated services across
    government
  • The future direction of Service NSW
Steven Issa
Director, Service Centres
Service NSW
9:50

Customer satisfaction measurement to drive actionable insights 
Diane Rutter
Partner, Customer Experience and Insights, Consulting
PwC
10:20
SPEED NETWORKING

In this interactive session you will have the opportunity to
meet delegates in short 60 second bursts and set up valuable
conversations for the rest of the event

10:50
Morning tea & networking
11:20
Building a strong internal workplace culture to benefit customer service delivery
  • The processes undertaken in building a team charter
  • Effective employee engagement for genuine involvement
  • Redesigning customer interaction on a minimal budget
Damien Robinson
Senior Customer Service Advisor
Blue Mountains City Council
12:00
CORPORATE SPOTLIGHT: Focusing on the internal journey of your employees to improve external customer experience
  • Providing support and maintaining engagement throughout the transformation
  • Understanding the importance of multi-channel presence
  • Treating your employees as customers
Tim Powell
National Contact Centre Manager
Teachers Mutual Bank
12:40
Networking lunch
1:40
Sydney Trains: A service culture transformation
  • Building a new model of customer service delivery
  • Reviewing the jump of the customer satisfaction index
  • Shifting the focus of trains and transactions to customer service
Susannah Le Bron
Executive Director Customer Service
Sydney Trains
2:20
Reviewing the Customer Service Program
  • Building trust with the wider community
  • Understanding the importance of local engagement
Superintendent Brett Greentree
Commander, Newcastle City Police District
NSW Police Force
3:00
Afternoon tea & networking
3:30
Putting Customers in the Driver’s Seat
  • Strategies that capture and manage customer needs and expectations
  • Integrating the customers’ voice into business designs
  • Innovating and enhancing the customer experience
Dr Jean Sandall
Director, Research and Insights, Customer Experience
Department of Transport and Main Roads, Queensland
4:10
Reviving a culturally dead organisation
  • Diagnosing a struggling organisation and understanding ‘Entropy’
  • Changing the culture of a divided organisation
  • Maintaining a positive culture through adversity and system overhaul
Shane Douglas
Manager Customer Service
Whitsunday Regional Council
4:50
Closing remarks from the Chair & close of Day One

Day 2 - Wednesday 14th February, 2018

8:30
Welcome, coffee & networking
9:00
Opening remarks from the Chair
Claire O’Neill
Assistant Commissioner Service Strategy & Assurance
Australian Taxation Office
Optimising digital platforms
9:10
Digital strategies that transform customer service to customer experience
  • Implementing a new service and channel strategy
  • Using analytics to improve the end to end customer experience across all channels
  • Achieving customer centricity through the omni-channel customer experience
Claire O’Neill
Assistant Commissioner Service Strategy & Assurance
Australian Taxation Office
9:50
CASE STUDY: Digital Casey: A digital transformation in local government
  • How the process was initiated, evolved and delivered results
  • Reviewing how the culture changed through relentless customer focus, delivery mindset and agile approaches
  • Overcoming the challenges throughout the process
Chris O’Connor
Data & Digital Manager
City of Casey
10:30
Morning tea & networking
11:00
PWC INTERACTIVE ROUNDTABLE DISCUSSIONS
  • How to orient your organisation around the customer
  • Understanding voice of customer using traditional and emerging techniques
Nick Sunderland
Manager
PwC
Diane Rutter
Partner, Customer Experience and Insights, Consulting
PwC
12:00
Data as the driver for change & innovation

• Leveraging customer data to maximise results
• Using data to inform all changes and decisions
• Collecting and utilising data on a low budget

Catherine Veronesi
Manager Customer Service
City of Sydney Council
12:40
Networking lunch
1:40
PANEL DISCUSSION: What will the Public Sector look like in 10 years?
  • Transitioning away from traditional to digital
  • Leveraging new technologies and platforms to improve customer service delivery
  • Can the public sector compete with the private sector?
Lisa Ippolito
Team Leader Customer Service Training & Development
Hume City Council
John McDiarmid
General Manager Customer and Business Services
Department of Agriculture and Fisheries Queensland
2:20
Executing a successful customer service project
  • Viewing technologies as a tool and not the solution
  • Addressing misconceptions around having customers move online
  • The importance of changing business processes
John McDiarmid
General Manager Customer and Business Services
Department of Agriculture and Fisheries Queensland
3:00
Adopting a commercial approach within the government environment
  • Establish and maintain a competitive advantage over similar services offered in the private sector
  • Enable customers to self-serve and complete instant transactions via digital platforms
  • Reposition service offerings to remain relevant and commercially competitive
Michael Sinclair
Strategic Communications Advisor - Splash Aqua Park and Leisure Centre Project
Hume City Council
Lisa Ippolito
Team Leader Customer Service Training & Development
Hume City Council
3:40
Closing remarks from the Chair & close of Conference and Afternoon Tea
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Key Speakers

Tim Powell
National Contact Centre Manager
Teachers Mutual Bank
Claire O’Neill
Assistant Commissioner Service Strategy & Assurance
Australian Taxation Office
Susannah Le Bron
Executive Director Customer Service
Sydney Trains
Chris O’Connor
Data & Digital Manager
City of Casey