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
Helen commenced her career in the education sector working as a head of department and an academic at the University of Sydney. Since joining the local government sector 12 years ago she has worked in a number of specialty areas including governance, administration, property and procurement. Helen became the General Manager (Customer and Corporate) at the new Northern Beaches Council in April 2017 and holds a Masters degree in Education.
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’.
Sean is a strategy, innovation and customer experience professional with over 25 years’ in business consulting and change management. He brings deep experience in a wide range of customer engagement techniques and digital solutions. He specialises in helping customers quantify the business value of strategic investments in exceptional customer experience.
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
Jessica has a strong service orientation, commercial acumen and an established career in customer service and customer operations. Currently the GM Service within Business & Government, Jessica leads the customer onboarding, service and insights function on behalf of Australia Post.
Over the past ten years, Jessica has held several senior leadership roles within Australia Post. Most recently heading up the Sales & Service Operations business for Enterprise & Government, prior to that spent 7 years leading our Customer Contact Centre across both the Business and International segments. During her time leading the Customer Contact Centre, Jessica was awarded Australian Contact Centre Manager of the year by the CSIA (Customer Service Institute of Australia).
As a founding member of Australia Post Pride Network (PostPride), Jessica champions the importance of diversity within the workplace and is working hard to ensure Australia Post is an organisation focussed on inclusion for all its people.
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
Shane is a qualified Town Planner who joined Brisbane City Council in 1995.
Shane has performed a wide range of roles, from open space and environmental planning, development assessment, strategic land use and transport planning to community engagement.
In 2008, Shane moved into management roles, leading Council’s Customer Service Branch, Water Resources Branch (including through the Jan 2011 flood), Manager of Connected Communities Branch and has been Manager, Customer Services since July 2015. Shane is passionate about ensuring genuine community engagement in decision making and has had extensive experience designing and leading large engagement activities such as Council’s Neighbourhood Planning program.
He holds a Bachelor of Urban and Regional Planning from Queensland University of Technology (QUT) 1993; a Graduate Diploma In Urban and regional Planning also from QUT 1995; and a Graduate Certificate in Policy Analysis from Griffith University 2008.
Stephanie is a Certified Customer Experience Professional and Chief Advisor for Federal Customer Experience at Qualtrics. Previously, Stephanie was the head of customer experience for the Export-Import Bank of the United States, a U.S. federal government agency that finances and insures exports toward the creation of U.S. jobs. While at EXIM, she built an experience management program that included extensive governance practices, surveys, executive councils, a contact center, customer communication plans, and employee engagement activities. She was responsible for coordinating her agency’s public-facing annual performance plans and reports, and was actively involved in helping to manage the agency’s customer demands during periods of Congressional political challenge. She is formally trained in strategic planning, budgeting, and performance reporting for government organizations.