Ritu is a Customer Experience and Service Management Specialist having worked at a senior level across Strategy, Transformation, marketing, business development/sales, operations and customer care. Ritu’s multi industry and multi geography experience coupled with an ability to apply commercial rigour whilst continuing to innovate has been successfully translated into business growth, in both strategic and operational environments globally.
At Mastercard, Renzo liaises with different BPO’s globally, to ensure these contact centres are aligned with Mastercards global strategy. This includes implementation and alignment of universal resources, customer experience and systems. Renzo has more than 18 years of experience in Management, Training and Quality across different call centers including commercial and consumer finance, sales, insurance, Direct TV and charities.
Tina Morrell is the General Manager for Customer Strategy & Experience Design for the NRMA. Tina is responsible for customer strategy, research and insights (voice of the customer), experience design, developing customer value propositions and pricing to drive growth across Consumer and Business segments, as well as Member Relations and Service Improvement teams. Tina is also responsible for CX Design and Innovation and has experience across banking and telecommunications having worked at Optus and CommBank in Product Management & Development, CX & Innovation and transformational programs. Tina holds a Bachelor of Economics degree from Macquarie University and enjoys running.
NIB Travel Insurance
Starting Robotic Process Automation journey since 2017, Eric has delivered values to Business Operations through his duties as Business Lead and Developer across various scales (Enterprise, Program of Works to Business Development) in Telecom Customer Services, Project Management and IT Consulting and Services.
With Internal and Business partners, he solves business problems via Automation, Data Insights and Agile ways of work.
Over his 15 years in Managed Customer Services space, serving customers from Enterprises, Goverment agencies SME, Eric knows what drives: Customer time reduction, Consistent Customer Advocacy, Practical Cost saving.
Eric holds a Master of Business Information Systems from Australia National University.
Antoine is currently the General Manager of KinCare, an at-home Aged Care provider.
Previously Antoine was an Associate Director with the Customer Service Institute of Australia (CSIA) and had distinguished career chapters at NAB, St George, Westpac and Optus. He also recently spent a year with ‘La Banque Nationale du Canada’.
His career highlights are summed up with 7 Gold Medals at the World Customer Contact Centre Awards over a 6 year period as well as top honours from the Australia Customer Service and Contact Centre industry the CSIA and the Aus Contact Association.
Antoine has a Master’s degree in Education and a Bachelor’s degree in Industrial Psychology.
Vince has been awarded National Customer Contact Manager of the year by both Auscontact and CCW. Vince leads around 250 staff in his award winning Contact Centres and seen a dramatic increase in his Contact Centre’s engagement over the past few years. Vince is a firm believer that to deliver a brilliant customer experience, you need staff who are healthy, engaged and connected to their workplace.
Tim is obsessed with reimagining work cultures and systems of work so that they are supportive of employee well-being. He has had repeated success delivering large scale Work From Home and Flexible Working programs at ASX50 listed companies. As Manager Workplace Innovation at IAG Tim has been responsible for establishing flexible working across the organisation, including transitioning 80% of contact centre colleagues to work from home. He has also developed a patent pending workforce management solution that empowers frontline workers to manage their own schedules, this solution is having a remarkable impact on employee well-being and business performance.
Probir Geoffrey Dutt is a multi-instrumentalist musician having composed scores for over 60 films. He is also a seasoned technologist specialising in robotic automation, data analytics and artificial intelligence. Being a member of the Australian Guild of Screen Composers and the Australian Writers Guild, there is a passion to combine arts and technology to drive humanity forward. He has recently been accepted into the Royal Society and heads up automation for IAG.
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.
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.
Blue Mountains City Council
Damien is a Customer Experience industry veteran having helped improve marquee businesses in tourism and telecommunications over two decades. Seven years ago, he made the jump to local government seeing the great opportunity for improvement. His journey with Blue Mountains City Council has helped improve how the organisation interacts with it customers every day. In 2018, he was awarded ‘National Team Leader of the Year’ and his team ‘National Team of the Year’. Damien took on the Presidency of the National Local Government Customer Service Network in 2017 and continues to advocate the importance of Customer centricity at every opportunity.
DFP Recruitment Services
Robert Barac started his career working in global digital agencies (DDB, Publicis, & Havas) where he learned the fundamentals of design, empathy, and interaction. Since then he has worked as a Management Consultant (specialising in the finance sector and government), launched Capgemini’s Australian Design Practice, and leads a startup venture focused on applying Design Thinking to AI and Data Science.
Robert is currently the Director of Customer Experience within Transaction Banking at ANZ Bank; leveraging his background in technology, operations, and human centred design, and applying them to the unique needs of public sector service design.
Tanya is a company founder and executive specialising in technology commercialisation, marketing and product development. She has a background in human services and is interested in how new technologies can meet consumer needs in resource constrained environments. Having previously managed a university commercialisation team, she became a co-founder and CEO of spin-out company, Clevertar; bringing virtual agents to life as personal assistants. Tanya is privileged to be surrounded by very smart customers, partners and colleagues that together make great ideas a reality
Dr Martin Luerssen is a software engineer and Chief Technology Officer at Clevertar and also holds a position of Adjunct Research Fellow at Flinders University, where he previously contributed to the Thinking Head project, a 5-year ARC/NH&MRC Special Research Initiative targeting the development of Embodied Conversational Agents. Martin completed a Ph.D. in Artificial Intelligence in 2006 and has a strong research interest in biologically inspired machine learning and human-machine interaction.
Callan is the CEO at Inference Solutions and is based in the San Francisco office. He has worked his entire career in Voice Automation, Machine Learning and related technologies.
Prior to becoming CEO, Callan was the Chief Architect at Inference and led the team that developed the company’s core products. Callan started his career at Telstra Research Laboratories in technology commercialization. He has a Masters of Engineering from the University of South Australia and Masters in Business Administration from Melbourne Business School. When not working, Callan likes spending time with his family and enjoys his spare time in hobbies that include woodworking, 3D Printing and drone technology.