24 FEBRUARY 2021: HYBRID DAY 2

The hybrid edition of CCW Disrupt officially begins today with attendees able to attend either in-person or virtually. Whether you’re attending CCW Disrupt in-person or virtually, the next two days will see attendees log into our event app and connect with each other. Prepare for a full day of learning, benchmarking and shaping the stronger customer strategy to date!


9:00 am - 9:10 am Opening Address from CCW Disrupt Director, Mary Anne Ghobrial

9:10 am - 9:30 am Conference Chair to Open CCW Disrupt 2021

9:30 am - 10:00 am CLIENT INTERVIEW: Going from Disruptor to Experience Centre: Reinventing the CX Model to Cater to Shifting Consumer Expectations

  • Driving holistic customer journeys within the contact centre to drive ongoing loyalty and support
  • Understanding what your customer data is saying to shape future strategy
  • Delivering on consistent customer expectation no matter the industry or times

10:00 am - 10:30 am The Key Ways Intrepid Travel Pivoted to Become THE Disruption-Proof Contact Centre of 202

Sarah Clark - Managing Director, Intrepid Travel

Sarah Clark, Managing Director of Intrepid Travel will help you understand why the most important part in dealing with any crisis is proactivity.

By working with their agents throughout the COVID-19 pandemic, Intrepid Travel shifted the way their sales team operated to become a support and crisis management centre. Forced to handle sweeping volumes of travel refunds, rescheduled flights and enquiries on the whereabouts of loved ones, Sarah’s team were challenged like none other.

Learn her company’s journey and how they took true ownership of the contact centre to create an operating model that is flexible enough to withstand all levels of disruption.

  • Hiring and training a trustworthy and loyal team that will lead to higher levels of attrition
  • Reinventing the employee ecosystem to drive engagement and collaboration in remote-working environments
  • Upgrading your knowledge management capabilities to provide an open and clear communication structure
  • Pivoting from sales to support roles to drive customer loyalty and engagement
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Sarah Clark

Managing Director
Intrepid Travel

10:30 am - 10:40 am Voice of the Audience: How are You Adapting Your Contact Centre Strategy to Drive Better Customer Experiences?

10:40 am - 11:10 am CLIENT INTERVIEW: Driving the Next Wave of Tech Innovation for the Flexible Contact Centre: From Noise Cancelling Algorithms to Remote Working Strategies – What We Did Differently!

  • Using the most out of your existing technologies to support the remote workforce
  • What are the next steps in setting up your contact centre technology operations for future strategy?
  • Driving flexibility and strong operating structures in your current and future workforce

11:10 am - 11:40 am Networking Break

11:40 am - 12:40 pm Closed Door Brainweaves

Attend one of the following brainweave topics for a onehour deep dive discussion on the future contact centre. Each attendee will get the option to choose one of the below sessions to attend to have a closed-door discussion with your peers.

Get your heads together with other senior leaders who are facing the same debate!

  • Driving the Next Wave of Customer Service: Keeping CX Front and Centre in Times of Disruption
  • Re-Defining Emotional Connections in Our People to Yield New Productivity and CX-Centred Results
  • Integrating Bots and Brains: How Far Can we Automate Without Losing Sight of Our People?
  • Creating an Enterprise-Wide Experience for Your Most Complex Clients
  • Driving Differentiation: Understanding Your Company’s Key Features That Makes It Unique for Customers

12:40 pm - 1:40 pm Networking Break

BREAKOUT TRACK:

Preparing for the Future Workforce

Examining the different models and evolving trends environment for your workforce and people – whether it’s in the office or the living room

1:40 pm - 1:50 pm Chair Opening

1:50 pm - 2:20 pm Take Ownership of Your People: Cultivating a Flexible Human-Centred Ecosystem for the Agent of Today and Tomorrow

Jennifer Shailer - Head of Customer Experience, Red Cross Australia

How do you pave the way for your future workforce in the wake of shifting disruption?

In January 2020 this was the question Jennifer Shailer had to determine as they faced the Australian bushfires.

With ongoing disruption and popular opinion unsettled in the wake of mass panic, the contact centres at Australian Red Cross were required to work hard to support their people, at the same time as shifting to a remote workforce.

Hear Jennifer’s powerful story on the importance of maintaining customer loyalty – and why this always starts with supporting your people.

  • Driving mental health initiatives to support your people in and out of the office
  • Using agent and internal company feedback to shape your flexible working model
  • Understanding the nuances of remote learning and employee development for the remote workforce
  • Driving attrition through strong leadership and open communication
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Jennifer Shailer

Head of Customer Experience
Red Cross Australia

2:20 pm - 2:50 pm Leadership Pertaining to the Modern Employee: Mapping Generational Differences to Accommodate Different Learning Styles, Creating Lifetime Employees

Emily Stewart - Head of CRM & Loyalty, Canva
Craig Mendel - Head of Customer Success and Support, Tyro
Jason Smith - Director of CX Design and Change Delivery, Foxtel
Michael Dyson - Head of Capability and Experience Design, NBN Co

In a remote working environment, being able to train and upskill your people needs to be done through a structured yet agile approach.

This session will look at the different scripts and methods contact centre leaders can employ to train and upskill their remote workforce. It

is here we will delve into the different personality and learning traits of agents. Each personality type will need a different approach to become the future omni agent who can do it all.

  • Having an agile leadership structure to upskill and train team members based on their individual learning style
  • Creating a retention strategy to ensure agents remain in the workforce past the 30-day mark
  • Implementing gamification, microlearning and real-time feedback to maintain learning engagement

Panelists:

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Emily Stewart

Head of CRM & Loyalty
Canva

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Craig Mendel

Head of Customer Success and Support
Tyro

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Jason Smith

Director of CX Design and Change Delivery
Foxtel

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Michael Dyson

Head of Capability and Experience Design
NBN Co

2:50 pm - 3:00 pm VOICE OF THE AUDIENCE

Q: What Challenges Have You Faced in Your Agent’s Mental Health and Wellbeing?

3:00 pm - 3:30 pm CLIENT INTERVIEW: Equipping Contact Centre Teams in Emotional Intelligence and Empathy

  • Having a thorough recruitment and training program to sift out top talent
  • Improving your employer branding and name so experienced agents choose to work with you
  • Managing quality assurance from a remote environment to improve training initiatives

3:30 pm - 4:00 pm From Transactional Journeys to Relationship Management: Remaining Relevant as We Keep Teams Aware of Brand Offerings and Voice

Rachel Hamlen - Head of Customer Experience, FairVine Super

Rachel Hamlen, Head of Customer Experience at FairVine Super, will delve into how we can continue to drive valued, relationship-based interactions with our customers by developing a unified brand voice and maintaining quality after-care service. Find new ways to build brand trust and customer loyalty through your people, processes and technology.

The results? Valued brand loyalty, a decrease in call volumes and positive customer experiences even when your customers are at their most unpredictable.

  • Remaining relevant amongst your customer base: keeping your teams aware of your brand offerings and illustrating a unified voice
  • Using the data entering all levels of your organisation to drive internal proactivity and customer strategies
  • Having the right technologies and solutions in place to drive customer interactions and increased ROI
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Rachel Hamlen

Head of Customer Experience
FairVine Super

BREAKOUT TRACK:

Resilient & Disruption-Proof Frameworks

Uncover how to make your contact centre operationally resilient yet flexible enough to withstand times of disruption for future change

1:40 pm - 1:50 pm Chair Opening

1:50 pm - 2:20 pm Improving Speed of Response through Business Continuity Planning and a Flexible Operating Strategy

Tommy Tziris - Global Head of Contact Centres, Optus
Sandy McIntosh - General Manager of Member Service Delivery, RACV
Marc Bindlchner - Head of Customer Service, Koala

This panel will look at the journey different organisations have undertaken to adapt and improve their business continuity plan in the wake of shifting disruption.

With the need to consider all forms of disruption moving forward, it will no longer be enough to simply learn from past mistakes. Leaders today need to consider all avenues to ensure future disruption never affects their organisation again.

Learn why business continuity planning will be a critical component for the contact centre, and the learnings these leaders have uncovered over the last 12 months

  • Integrating a strong operating structure within the contact centre to drive efficiency
  • Scaling your contact centre operations so it compliments all areas of the organisation – shifting away from the siloed approach Setting behavioural measures within the contact centre to drive productivity
  • Determining the essentials versus desirables for your contact centre and BCP framework

Panelists:

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Tommy Tziris

Global Head of Contact Centres
Optus

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Sandy McIntosh

General Manager of Member Service Delivery
RACV

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Marc Bindlchner

Head of Customer Service
Koala

2:20 pm - 2:50 pm Driving Efficiency, Reducing Cost by 30%: Setting Up a Volkswagen Offshore Contact Centre Hub in New Zealand

Tristan Fardy - Customer Experience Manager, Volkswagen

Tristan Fardy, Head of CX at Volkswagen Group, will deliver a case study presentation delving into the work his team are doing to set up an offshore, internal contact centre hub. With a strong remote working culture already implemented since 2018, he and the team have begun the task of setting an internal contact centre workforce over in New Zealand.

Learn how they did it. The result? A reduction in cost by up to 30%

  • Guaranteeing customer experience remains priority with a remote workforce
  • Scaling customer operations to increase satisfaction ratings
  • Delving into risk management in outsourcing/offshoring in the wake of shifting company priorities
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Tristan Fardy

Customer Experience Manager
Volkswagen

2:50 pm - 3:00 pm VOICE OF THE AUDIENCE

Q: If You Could Shift One Thing In Your Business’ Operating Structure, What Would it Be?

3:00 pm - 3:30 pm Agent Assisted AI: Using our Frontline Team Member Feedback to Shape our Digital Strategy

  • Robotics: Looking into how advanced is too advanced? What do your customers say?
  • Driving ticket deflection with AI and chatbot led development
  • Using top agents to craft chatbot design and delivery

Did you know that for the majority of contact centre leaders, they only understand up to 70% of the technology they purchase?

Incredible innovations have become prominent in the field today – however for a majority of organisations, the technologies the contact centre employs must be based upon their customer’s expectations and requirements.

This panel will discuss how they choose to invest in technology today, and the incredible discoveries they’ve found in working with current technology providers to understand the full capabilities of their systems.

  • Doing more with less: Discussing the ways IVR and speech analytics, when done right, can drive better CX and divert calls
  • Driving closer relationships with IT to enable digital operations
  • Delving into new technologies and ways of working: what to ask from your solution provider so you your system’s full capabilities

Panelists:

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Emily Bayford

Contact Centre Channel Manager
Australian Super

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Bron Dodd

Senior Delivery Lead – Strategy and Customer Experience
CoatesHire

4:00 pm - 4:30 pm Networking Break

4:30 pm - 5:30 pm Black Mirror Disruption Clinic: Interactive Problem Solving and Business Continuity Planning

Now is the time to put your learnings to good use! Each table within the conference hall will be allocated a card, and in that card will be a ‘what would you do’ scenario if your CX and/or contact centre operations were disrupted.


All participants will get one scenario and have 60 minutes to develop a strategy to address this. They will then revert back to the group with their plan of attack!


You will have one facilitator per table (virtual and in-person) guiding you to develop the right strategy!

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Malcolm Angell

Head of Contact Centres
LGIA

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Andrea Hodson

Meaningful Experience Service Manager
Australia Post

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Paul Claassens

Head of Contact Centres
ING

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Jean-Pierre Doherty-Bigara

Customer Experience Manager
TNT Australasia

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Adrian Marr

National Sales Development Manager
Laminex

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Kshira Saagar

Group Director Data Science and Analytics
Global Fashion Group

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Matthew Penman

General Manager Customer Service
Auto & General

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Skye Nicholls

General Manager Operations & Transformation
Canon Australia

5:30 pm - 5:30 pm End of Day and VIRTUAL AND IN-PERSON HAPPY HOUR BEGINS!