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

Conference Day Two: Friday, 28 April 2017


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

9:10 am - 9:50 am Delivering Digital Change and Supporting Staff on the Transformation Journey

Campbell Wright - General Manager Contact Centres, ANZ
  • Understanding how culture and collaboration sets the scene for greater customer service 
  • Identifying the recruitment and induction process at ANZ to create employee engagement 
  • Strategies for employee empowerment and engagement 
  • Ensuring and promoting positive connections with customers and throughout the organisation 
  • How ANZ will take their staff on an Omni- Channel transformational journey

Campbell Wright

General Manager Contact Centres

9:50 am - 10:30 am elivering an Optimum Customer Experience and Investing in Our Staff for the Future

Jane Elley - Service Manager Business Development, Department of Inland Revenue
Paul Macann - Service Manager, Department of Inland Revenue
  • Building a deliverable CX strategy where the customer is getting a result of the employee engagement 
  • Investing in the employee experience with agile strategy and getting staff involved in decisions 
  • Identifying strategies to build models of leadership and governance 
  • Making a significant footprint around how you deliver the customer experience

Jane Elley

Service Manager Business Development
Department of Inland Revenue


Paul Macann

Service Manager
Department of Inland Revenue

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


  • Leveraging engagement solutions that span the employee lifecycle, from pre-hire tools to exit strategies
  • Tips and tools for embedding a customer centric culture, and a culture for change 
  • Understanding how to leverage engagement’s next big thing: Emotional connections to your organisation 
  • Developing transparency and communication skills within teams to engage and motive staff with changes 
  • Demonstrating examples of how engagement is created in the workplace 
  • Getting staff aligned through mindset and change- what technology tools can help support that?

Andrea McKenzie

Group Manager - Customer Contact
Auckland Transport


Campbell Wright

General Manager Contact Centres


Sandra Arbuckle

Chief Customer Officer
New Zealand Customs Service

12:10 pm - 12:50 pm Moving Away From Traditional Metrics to Create a Seamless Experience and Maximise Agent Time

Garth Bloomfield - Business Owner Representative, Channel Operations,, ACC
  • Implementing the right customer centric measures in place
  • Getting the right operating rhythm in our contact centres 
  • Creating a customer-centric culture in all our contact centres

Garth Bloomfield

Business Owner Representative, Channel Operations,

12:50 pm - 1:50 pm NETWORKING LUNCH

1:50 pm - 2:30 pm How to Use Social Media as a Customer Communication and Engagement Tool

Bruce Horsefield - Manager Customer Contact, Greater Wellington Regional Council
  • Recruiting processes to ensure sufficient skills to interact on social media 
  • Understanding how can you achieve customer engagement through managed customer communications 
  • Harnessing the complications, opportunities and best practices for engaging with social media 
  • Securing stakeholder buy in and support for social media 
  • An overview of the social media and webchat initiatives to be implemented at Greater Wellington Regional Council.

Bruce Horsefield

Manager Customer Contact
Greater Wellington Regional Council


3:00 pm - 3:40 pm A 3 year Journey to Deliver a Seamless Customer Service Contact Centre

Peter Roberts - Business Manager Contact Services, Palmerston North City Council
Palmerston North Council has highlighted the importance of why government bodies should benchmark against each other and create building blocks accordingly to create a even better contact centre. Through this they have won customer service team of the year, simplified their processes which has reduced phone time, and recruitment process in half and revamped their quality improvement. This session will examine;
  • Understanding the importance of working closely with other government organisations to incorporate best practices and learn from challenges 
  • Creating a seamless contact centre by developing a clear roadmap of organisational achievement and direction 
  • Putting a quality framework in place backed by the centre and highlighting strategies to report and improve
Implementing disaster recovery exercises – business continuity processes work

Peter Roberts

Business Manager Contact Services
Palmerston North City Council

3:40 pm - 4:20 pm Lessons Learnt From Implementing an App To Improve the Customer Experience and Reduce Call Back Times

Stacey Ayre - Contact Centre Manager, Auckland and Waitemata District Health Board
  • Explaining the new application implemented at ADHB to reduce call times and call back functions and how the technological changes affected staff 
  • Addressing the ineffectiveness of postal communications and the impact that the introduction of alternative channels will make 
  • Reduction in the number of handoffs to other departments by bringing booking and scheduling (and additional skills) into the contact centre 
  • Pro-active booking and scheduling of appointments and how they impact on rescheduling rates and the number of appointments not attended

Stacey Ayre

Contact Centre Manager
Auckland and Waitemata District Health Board

4:20 pm - 5:00 pm Solution Clinic

Solution clinics are designed to give participants strategies and tools to deal with their most pressing challenges. The room will split into tables, where each table member will share their biggest challenge, before collectively deciding which issue to investigate in more detail. The table will then elect a facilitator/note taker who will record the topic being explored and the ideas o the table. After 40 minutes of discussion, the facilitator of each table will then report back to the rest of the audience their problem and potential solutions.

5:00 pm - 5:40 pm MAIN CONFERENCE CLOSE