27th and 28th April 2017 | Rydges Auckland, New Zealand

Conference Day One: Thursday, 27 April 2017


9:00 am - 9:10 am Opening Remarks from IQPC and the Conference Chair

9:10 am - 9:50 am Opening International Keynote Presentation: Lessons from Deploying Natural Speech IVR in Lloyds Banking Group

Andrea Ayres - Senior Manager, Automated Services, Lloyds Bank (UK)
  • Identifying the business drivers for deploying natural speech
  • Addressing the key user-interface design features that made these benefits possible
  • Understanding the surprises and challenges that were found during deployment and tuning
  • How the new system impacted the existing call centre operation and the opportunities that arose

Andrea Ayres

Senior Manager, Automated Services
Lloyds Bank (UK)

9:50 am - 10:30 am Creating a Customer Centric Culture Throughout all Touch Points

Roger Wallace - General Manager Customer Contact, IAG
  • Using the voice of the customer to identify issues and measure performance
  • Moving towards customer advocacy and away from traditional metrics
  • Implementing journey mapping to map both the customer and the people experience
  • Measuring how the customer views the personal interaction with staff and the overall brand experience

Roger Wallace

General Manager Customer Contact

10:30 am - 11:00 am Solution Provider Thought Leadership Session

11:00 am - 11:30 am SPEED NETWORKING SESSION

A structured interactive session designed to help you expand your network through one-on-one focused conversations. Bring your business cards!


12:00 pm - 12:40 pm Enabling a Highly Engaged Workforce that Transforms Staff Culture – The Key Ingredients for Sustainable Staff Engagement

Tanya Eglinton - Head of Contact Centre Operations, NIB (Australia)
Join this presentation to develop new and inventive strategies to engage your staff and create a customer centric culture. This session will also give you an insight into how NIB off-shored their contact centre in the Philippines which will provide you with lessons learnt and key takeaways along the way.
  • Strategic leadership tactics to engage your staff
  • How to lift your centre energy and engage your people
  • Understanding how to leverage engagement’s next big thing: Emotional connections to your organisation
  • Doing business in the Philippines – tips, tools and lessons learnt
  • Addressing strategies to work with different cultures, remuneration structures, recruitment processes and the testing process

Tanya Eglinton

Head of Contact Centre Operations
NIB (Australia)

  • What channels will customers be using in the next years?
  • How will this one-platform approach to customer interaction affect contact centres in the future?
  • What skills sets will staff need in order to remain efficient and multi-skilled?
  • How will contact centres use analytics and data on their customers with new technologies?
  • Will Siri replace contact centre staff and how will self-service affect the traditional contact centre?

Jayne Lapin

Head of Customer Services
Earthquake Commission (EQC)

Esther Vaiaia

Head of Route to Market – Strategies and Insights
Coca-Cola Amatil (NZ) Limited


David Pye

National Manager, Contact Centre Solutions
Vodafone NZ

1:20 pm - 2:20 pm NETWORKING LUNCH

2:20 pm - 3:00 pm CASE STUDY: Applying Behavioural Insights to increase Rate Payments and Animal Registrations in Australian Local Government.

Jennifer Bednar - Manager Corporate Affairs, Yarra Ranges Council
Sasha Lord - Strategic Projects Coordinator, Yarra Ranges Council
Yarra Ranges Council have run two complete Behavioural Insights interventions, with the goal or increasing early Rate Payments and Animal Registrations. A net increase of over $5 million in Rates payments was achieved through this trial, and animal registrations increased overall by over 11%.

This joint presentation will examine:
  • Why Behavioural Insights? What is it, and how was it applied?
  • What was the desired customer behaviour change, and the strategies used to successfully encourage change
  • Highlight how incentives and value proposition influenced our customer behaviour
  • Discuss the series of indicative risk assessments to ensure successful delivery
  • Identify the methods used to engage the organsiation in the interventions
  • Discuss how this methodology was key in taking our Customer Service team to the next level.

Jennifer Bednar

Manager Corporate Affairs
Yarra Ranges Council


Sasha Lord

Strategic Projects Coordinator
Yarra Ranges Council

3:00 pm - 3:40 pm Implementing a Channel Migration Strategy and Using Customer Insights to Build a Better Experience

Fiona Murphy - Head of Digital and Self Service Channels, Kiwibank
  • Working horizontally in the same business unit to ensure effective communication
  • Gaining customer insights through feedback channels and staff and feeding this through the business to both improve the experience and reduce call volumes
  • Routing agents and reducing customer pain points through a virtual agent
  • Using customer insights to improve the experience and gain organisation buy-in

Fiona Murphy

Head of Digital and Self Service Channels



Grab a glass of wine, beer or soft drink and join you industry peers to discuss and work through pressing challenges around the topic of your choice.

Table 1

4:15 pm - 5:10 pm Managing Webchat and Social Media Effectively to Optimise your Service Offering Bruce Horsefield - Manager Customer Contact, Greater Wellington Regional Council
  • Outlining the skills required to maintain effective webchat and social media services
  • Understanding the most appropriate targets and measures to adopt
  • Understand the framework required to quality monitor your advisors webchats
  • Hints and tips on how to maximise performance through webchat interactions
  • Understanding how to measure FCR for Livechat
  • What are the risk involved in social media and how do we manage them

Bruce Horsefield

Manager Customer Contact
Greater Wellington Regional Council

Table 2

4:15 pm - 5:10 pm Creating Staff Engagement, Managing Agent Retention, and Working with Millennials Riteshni Gounder - National Contact Centre Manager, Countdown Supermarkets
  • How to create an environment where staff want to stay and millennials become engaged
  • Identifying strategies to train staff and ensure they are consistently being up skilled
  • Discovering strategies for improving commitment, engagement and a genuine sense of inclusion among all employees
  • How do you continue to lead and motive people in a changing environment
  • Understanding different strategies for measuring staff engagement and KPIs

Riteshni Gounder

National Contact Centre Manager
Countdown Supermarkets

Table 3

4:15 pm - 5:10 pm Leadership Skills for Managing Workforce Performance and Productivity
  • How do you manage people working from home?
  • The power of personal data and how we can leverage to improve ourselves as a leader
  • Discussing change management strategies and what will work best to change the mind-set of staff
  • How do you increase staff engagement, retention and changing your workforce to achieve exceptional customer service
  • Identifying measures of KPI’s - how do you measure quality and success?
  • Discussing best strategies for recruiting staff

Table 4

4:15 pm - 5:10 pm Doing More with Less in a Digital Environment Jayne Lapin - Head of Customer Services, Earthquake Commission (EQC)
  • Discussing innovative ways to overcome budget restraints
  • Exploring ways to work around old IT platforms, restrictions, and staff habits
  • Identifying strategies to keep staff motivated and engaged with effective training
  • Addressing social media techniques, and how this can enhance customer interaction on a low budget

Jayne Lapin

Head of Customer Services
Earthquake Commission (EQC)