23 FEBRUARY 2021: VIRTUAL DAY 1

Because we can’t all be together in person just yet, we’ve put together a Digital-Only Day!

Listen, engage and benchmark with contact centre leaders from across the world as we drive a new wave of customer transformation.

8:45 am - 8:50 am Opening Address from CCW Disrupt Director, Mary Anne Ghobrial

8:50 am - 9:00 am Conference Chair to Open CCW Disrupt 2021

Let’s rewind back to January 2020. If you had the gift of hindsight, what would you have done differently? Our virtual panel of contact centre heroes will open CCW Disrupt by discussing their 2020 journey, their challenges and the impact this caused for their organisation. Learn what they would have done differently had they been prepared for the same level of disruption COVID-19 caused, and why a strong CX continuity plan will be the bread and butter that holds businesses together!

  • Maintaining loyalty and trust for both your teams and customers to mitigate consumer panic in the wake of increasing change
  • Improving your business continuity plan to address all levels of disruption
  • Going from reactive to proactive in your customer experience strategy to drive customer loyalty no matter the times
  • Reassessing KPI and measurement models: what to look for and consider to maintain ROI


Panelists:



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Olga Quiros

Director Global Customer Operations
Expedia Group (SNG)

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Colin Crowley

Vice President of Customer Experience
Freshly (USA)

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Jerry Campbell

Senior Customer Experience Lead
7-11 (USA)

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Anastasia Zdoroviak

Voice of the Customer Lead
DoorDash (USA)

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Stacey Tomasoni

Managing Director
Datacom

10:10 am - 10:40 am INTERVIEW: Mapping the Full Customer to Drive Engagement and Harmonised Relationships

  • Review your contact centre and CX roadmap to evaluate the changing positioning and purpose of customer touch points
  • Simplify your strategy so the customer remains the key focus area, with technology the enabler
  • Break down departmental siloes to achieve mass adoption of your broader CX strategy


10:00 am - 10:10 am Voice of the Audience Segment

10:40 am - 11:10 am Reinventing the User Experience Across all Touchpoints: Recognising the Value of UX to Map the E2E Customer Journey

Sharron Bottica - Chief Customer Officer, AIA
Marc Bindlchner - Head of Customer Service, Koala
Jason Smith - Director of CX Design and Change Delivery, Foxtel

This panel will deep-dive into how contact centre and user experience teams can work closely together to shape their digital customer journey, and where specific pain points still exist across customer touchpoints.

Learn the value of sophisticated journey mapping and the importance of having a clearly visible and realistic strategy for your contact centre operations.

  • Having visibility of all customer interactions across multiple touchpoints to fine tune your customer experiences
  • Observing the importance of customer analytics in the cloud – how will this help drive better experiences for frontline staff and customers?
  • Leveraging VOC and VOE to strategise future contact centre operations
  • Working with multiple customer teams to resolve queries through the use of advanced AI

Panelists:

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Sharron Bottica

Chief Customer Officer
AIA

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Marc Bindlchner

Head of Customer Service
Koala

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Jason Smith

Director of CX Design and Change Delivery
Foxtel

10:50 am - 11:20 am Nine: To Power Experience, Empower Your Agents – Future-proof Strategies for Customer Service Excellence

Rich Rose - Director of Customer Service, Nine


As Australia’s largest locally owned media company, and having navigated the rise of digital media and online streaming, Nine is no stranger to disruption. And with 2020 showing us that change is the only constant, organisations must continue to innovate and provide consistent and excellent customer service, in order to remain relevant. 


For Nine, customer experience is deep-rooted in their contact centre which has over 50 agents servicing more than 10,000+ enquiries across phone, email, chat and web support tickets every week. So what steps have Nine taken to future proof their contact centre and deliver excellent service to their viewers and subscribers? 


Hear from Rich Rose, Director of Customer Service as he explores Nine’s top strategies for navigating the future of customer experience including:


- Your Agents Make the Magic Happen – How everything starts with your people


- Embracing the Future of Work – Creating the conditions for an empowered and productive workforce in a virtual and hybrid world


- Empowering Your Team with the Right Tools – Building a solid foundation for agents to shine


- The Ingredients to Agent Engagement – Including how Nine decreased attrition from 100% to 37% 


- Future-proofing your Contact Centre with a seamless, unified cloud platform CXone



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Rich Rose

Director of Customer Service
Nine

11:10 am - 11:40 am When the Race is On: How We Pivoted our Organisation and Put Together a Virtual Contact Centre in Under 72 hours!

Joan Brierley - Director Service Delivery Driver and Vehicle Service, Department of Transport WA

30% increase in call volumes. Over 75,000 written applications. A workforce forced to social distance.

This is what the Department of Transport WA were forced to handle amidst the coronavirus pandemic.

Their solution? Implement a virtual contact centre within 3 days. With the stress on and the clock ticking to decrease call volumes, the team worked to roll out a cloud-based virtual contact centre, a new IVR system and limitless laptops to maintain a fully operational contact centre environment.

In this energetic session, learn how Joan Brierly, Director of Service Delivery at Department of Transport, developed a team of agile operational leaders that were able to pivot their people quickly in the wake of so much chaos!

  • Managing the back office in light of increased call volumes and manual applications
  • Developing a clear BCP and employee framework to allow contact centre teams to remote work in times of crisis
  • Creating an agile and productive contact centre through implementing the right tools and skillsets
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Joan Brierley

Director Service Delivery Driver and Vehicle Service
Department of Transport WA

11:40 am - 12:00 pm Screen Break

12:00 pm - 12:30 pm Using AI Powered Technology to Automate QA Functions and Customer Feedback

Kshira Saagar - Group Director Data Science and Analytics, Global Fashion Group

Understand your customers better by finding new ways automation can support your quality assurance team.

With QA functions in possession of customer data and feedback, learn how we can automate work processes to improve contact centre and CX outcomes.

  • Using speech text to automate QA functions, sentiment analysis and customer complaints for improved productivity
  • Reassessing new AI powered CRM systems that will fast track sentiment analysis and lead scoring
  • Driving customer experience across all levels of the organisation to unify departments and break siloes
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Kshira Saagar

Group Director Data Science and Analytics
Global Fashion Group

12:30 pm - 1:00 pm How G8 Education have grown their customer base by partnering with the right outsourced contact centre provider

  • The importance of internal alignment before you go to market
  • Finding the right customer engagement partner for you
  • Insights on a partnership model that is proven to deliver results
  • Working together with your partner to drive continuous improvement?


1:00 pm - 1:30 pm How Spark NZ is breaking down Retail and Contact Centre silos to establish a Unified Front Line

Daniel Cooper - Channel Lead – Customer Services, Spark NZ

Daniel Cooper, Digital Channels Lead, will present how the team at Spark NZ continue to shift their operating behaviours to maintain engaged and productive team members every step of the way.


By creating a customer-driven ambition, learn how they’re working to create a culture where the Unified Front Line Flows and Swarms to meet the customer’s need.

  • Transforming the role of Leaders
  • Establishing Generalists backed by digital tools & content vs Functional Specialists
  • X-Skilling at Scale
  • Using Digital tools to unlock Omni

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Daniel Cooper

Channel Lead – Customer Services
Spark NZ

1:30 pm - 1:45 pm Screen Break

ROTATION ONE

Rotation One

1:45 pm - 2:30 pm Improving your digital agility: Ensuring your contact centre delivers fast value to the business


Rotation Two

1:45 pm - 2:30 pm Optimising your Digital Transformation via the Contact Centre – Balancing Efficiency versus Effectiveness


Rotation Four

1:45 pm - 2:30 pm What your contact centre might be missing and what you’ll need to succeed in a “work from home” future


Rotation Three

1:45 pm - 2:30 pm Happy Agents = Happy Customers: Leveraging AI in the post-COVID call centre to support agents in their customer engagements



ROTATION TWO


Roundtable One

2:35 pm - 3:20 pm Improving your digital agility: Ensuring your contact centre delivers fast value to the business


Roundtable Two

2:35 pm - 3:20 pm Optimising your Digital Transformation via the Contact Centre – Balancing Efficiency versus Effectiveness


Roundtable Four

2:35 pm - 3:20 pm What your contact centre might be missing and what you’ll need to succeed in a “work from home” future


Rotaton Three

2:35 pm - 3:20 pm Happy Agents = Happy Customers: Leveraging AI in the post-COVID call centre to support agents in their customer engagements