Conference Day One: Thursday, 27 February 2020

8:00 am - 8:40 am Coffee and Registration

8:55 am - 9:10 am Welcome address from the Chairperson

Simon Banks - Author, Artist and Innovation Expert, Simon Banks

Simon Banks

Author, Artist and Innovation Expert
Simon Banks

9:10 am - 9:40 am INTERNATIONAL INSIGHT: Going … Going … Gone! Removing Air Asia’s Call Centre in 2020 to Become the Digital Marketplace for CX

Adam Geneave - Chief Customer Happiness Officer, AirAsia (MALAYSIA)
The future of contact centres is changing. Adam Geneave believes over the next 10 years most contact centres will remove voice calls to incorporate a fully digital platform for their customer delivery strategy.

Sounds farfetched?

Well this is exactly what Air Asia underwent. This opening keynote will see Adam Geneave, Chief Customer Happiness Officer at Air Asia, demonstrate their company’s CX vision for a digital contact centre and marketplace. This will help ensure the 100 million passengers they fly each year are at forefront of every change initiative. Delve into the way you can improve your customer service strategy by combining your cultural, operational and digital processes into one unified CX Hub!

  • Heeding the voice of the customer to ensure your strategic and transformation goals are putting customers front and centre
  • Utilising new technologies such as AI & ML to optimise processes from back to front office, expanding the use of automation and advanced analytics
  • Changing the way young millennials work within the contact centre to create a more agile way of working
  • Getting ahead of the game in your social media strategy to attract today’s younger consumers

Speaker:
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Adam Geneave

Chief Customer Happiness Officer
AirAsia (MALAYSIA)

9:40 am - 10:10 am Experience as a Service: Delivering True Personalisation at Scale

Keith Pearce - Senior Vice President, Brand Marketing & Communications, Genesys
Learn about the power of the virtuous cycle of empathy, trust and loyalty and discover how organisations can achieve this through delivering truly personalised customer experiences. This starts by knowing your customers as individuals, not profiles or segments, and leading with empathy throughout ever connected moment


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Keith Pearce

Senior Vice President, Brand Marketing & Communications
Genesys

With everything from automation, machine learning and digital services coming to market, the role of the contact centre is facing significant change. 

According to our panel, they hold the belief that meeting customer demands boils down to a consistent and positive customer experience, regardless of any communication channel that is in use. Properly leveraging your CX programs and customer feedback is the first step to doing this.

The question, however, is whether businesses today are actively employing strategic CX when reassessing their contact centre operations. 

  • Understanding customer behaviour and trends in order to prepare for the customer of the future
  • Reviewing your future CX roadmap to evaluate the changing purposes of different customer touch points
  • Bold predictions: Looking at the future contact centre and key disruptors within the industry today 
  • Utilising machine learning and AI to predict customer trends and changing behaviours
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Lee Scales

Chief Customer Officer
UniSuper

Ciaran O'Connell

Principal
Deloitte

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Sharron Bottica

Chief Customer Officer
AIA

Gary Rubie

Executive Project Director
eHealth NSW

Phil Zammit

Cognitive CX APAC Lead
Amazon Web Services

10:40 am - 11:10 am Thought Leadership Session

Anthony Brown - Corporate Consulting Engineer, AVAYA


Anthony Brown

Corporate Consulting Engineer
AVAYA

11:10 am - 11:40 am Speed Networking

11:40 am - 12:10 pm Coffee and Networking Break

Group 3

IDG Five

12:10 pm - 1:55 pm Strategic Workforce Planning- what should you be thinking about to stay ahead of the curve?
Contact centres are becoming increasingly complex and with that so too is Workforce Planning. Should you be using AI to create forecasts and will the gig economy bring with it a new way of scheduling? The environment in which we work is changing so what do we need to be prepared for to stay one step ahead, not just in WFM, but in partnering with an ever-changing workforce. Join this session to learn more.


IDG Six

12:10 pm - 1:55 pm Seamlessly Integrating Omnichannel within your Contact Centre for Improved Customer Engagement
Determine how do we effectively go from multi-channel to omni channel in our contact centres for a seamless customer experience framework


IDG Seven

12:10 pm - 1:55 pm Integrating Knowledge Management Systems Within the Contact Centre to Improve Agent Experience
Serving the Staff to assist employee and customer requests quickly and seamlessly for improved VOC and customer satisfaction rates


IDG Eight

12:10 pm - 1:55 pm Utilising Data Analytics and Personalisation within CX: Merging Contact Centres with the Smartphone world
Discover the ways your organisation could exponentially improve the CX you deliver by leveraging the existing, unique capabilities of your customers’ smartphones.


IDG Nine

12:10 pm - 1:40 pm Best practices for multi-lingual service in contact centres - 2020 and beyond
Karen Hodgson is the CEO of Translationz, a top-tier language services company. Karen heads a talented team of linguists utilising best-in-class technology to deliver exceptional translation and interpreting services to companies of all sizes in Australia, USA, and Canada.


IDG One

12:10 pm - 1:40 pm Chatbots: Using chatbots to serve the staff and reduce customer call times
Discuss the key ways voicebots are assisting both agents and customers within the contact centres to drive growth and reduce transactional enquires


IDG Two

12:10 pm - 1:40 pm Cloud Migration: Why in 2020 the Cloud will be the Future of Contact Centres
Understand how public, private and hybrid cloud technology can offer improved efficiency and security within the contact centre. This in turn will help to gain better real-time data and analytics


IDG Three

12:10 pm - 1:40 pm Outsourcing: Maintaining Brand Value and CX Standards through Outsourcing
Determine the key ways you can work with outsourcing partners to reflect the brand value of your organisation and meet consistent KPIs


IDG Four

12:10 pm - 1:40 pm Delivering True Personalisation at Scale
The potential of the new wave of CX technologies enabled by cloud and AI are massive – but when everyone has access to these technologies, how can you leverage them in a way that differentiates your organisation from your competitors?


IDG Ten

12:10 pm - 1:40 pm Conversational Commerce: Engaging Customers through the right platforms to enhance you customer experience
Learn how conversational commerce is taking shape in today's contact centres, and ways we can keep up with future customers


1:55 pm - 2:55 pm Lunch and Networking Break

STREAM A:

PEOPLE & CULTURE

TRANSITIONING STAFF TOWARDS NEW CAPABILITIES, SKILLS AND MINDSET FOR THE CUTURE CC

2:55 pm - 3:30 pm Taking High Volume to Low Complexity at Service NSW: How do You Prepare Your People to Adapt to the Changing Needs of the Customer
Tom Hatch - Manager – National and Strategic Sales, DFP Recruitment
Sue Ferguson - Director Contact Centres, Service NSW
Winners of the NSW Contact Centre of the Year Award, Service NSW’s Sue Ferguson will deliver a case study on the importance of leadership and agent engagement.

With approximately 6 million calls entering the contact centre annually, Service NSW is reshaping the way their agents interact with citizens to enhance the customer experience. Sue Ferguson, Director of Contact Centres, will present on the work her and the team are doing to train agents in complaints handling, dispute resolution, failure demand, as well as improving internal leadership capabilities.

It is here Sue will discuss how, by doing this effectively, Service NSW’s voice of the customer surveys have risen from 69% to the 95+% range over the last 5 years.

  • Developing effective motivational strategies to improve agent engagement
  • Implementing strategic recruitment pathways to increase retention rates
  • Understanding the new and emerging roles within contact centres in large scale government organisations

Chair: 
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Tom Hatch

Manager – National and Strategic Sales
DFP Recruitment

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Sue Ferguson

Director Contact Centres
Service NSW

STREAM B:

TECHNOLOGY INNOVATION

UNDERSTANDING CUSTOMER BEHAVIOUR AND PREFERENCES TO PROVIDE A SEAMLESS AND TRUSTED DIGITAL EXPERIENCE
Taking over 2 years to effectively fine tune, Westpac were the first bank in Australia to implement e-signatures and fully digitise the mortgage document process. This resulted in a 38% faster completion rate and 50% reduction in certification errors.

Tim Roberts, Westpac’s Director of Delivery and Home Ownerships, will present how customer adoption of e-sign has saved 2 hours per loan for customer service staff and ways this has improved the customer interaction for agents.

Exceeding their expectations in customer adoption by over 50%, learn how customers are utilising self-service today.

  • Understanding the long term digital roadmap to implementing new products
  • Valuing digital through the lens of customer engagement to improve the CX strategy
  • Determining the different service platforms that can be incorporated into your business for improved CX

Speaker:
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Josh Teichman

Group Manager, Digital Transformation
Monash University

STREAM C:

PROCESS EXCELLENCE

HOW TO CHANGE OPERATIONAL BEHAVIOUR IN THE CONTACT CENTRE TO IMPROVE CUSTOMER OUTCOMES
Sheryl North, Channel Lead for the Customer in Home Strategy, will bring her experience in contact centres andher current role to talk about Spark NZ’s new customer in-home initiatives. Trialling a new way of operating, her team are certifying their retail teams and agents to help shape the customer experience and provide them with the advice and services that goes beyond traditional call centres.

Learn how Sparks NZ are creating an agile chapter within the organisation to build remote teams, improve service and develop a holistic customer strategy across the organisation

  • Highlighting the key, new ways of working for the structure of your contact centre
  • Having a clear definition of agent accountability in the design of your change approach to streamline processes
  • Bringing strategic foresight to change initiatives to grow the contact centre

Speaker:
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Sheryl North

Channel Lead – Customer in Home
Spark NZ

STREAM D:

NEW CCW EXEC CLUB: INNOVATION TALKS IN PARTNERSHIP WITH NICE

CX STRATEGY AND THE FUTURE OF THE CONTACT CENTRE

CCW EXEC CLUB: INNOVATION TALKS IN PARTNERSHIP WITH NICE

2:55 pm - 3:30 pm Strategic CX: Unleashing Customer Data and Advanced Analytics at CBA to Drive Customer Relationships and not just Queries
Vicki Wood - Head of Delivery, Commonwealth Bank of Australia
In order to be more strategically competitive in the CX space, CBA have spent years perfecting their data and analytics capabilities to ensure artificial intelligence models are self-learning and adaptable to consumer channels.

With 40 people in the delivery team alone, working closely with the RBS product team has become key to understanding customer needs. Vicki Woods, CBA’s Head of Delivery, will discuss how CBA are using data and decision science to go from multi channel to a seamless and successful omni platform.

  • Utilising data and decision science alongside the contact centre to improve seamless interconnectivity 
  • Understanding which data sets need to be amalgamated and analysed to improve operational functions
  • Using AI models that are self-learning to seamlessly enhance future contact centres

Speaker:
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Vicki Wood

Head of Delivery
Commonwealth Bank of Australia

Salesforce, Google, Atlassian. It’s no accident that some of the World’s most successful companies with the highest revenues, are also voted amongst the top places to work at employee review sites.

It is a trend for many C-level business leaders today to spend time designing sophisticated Customer Experience programmes and innovations. But what about their Employee Experience initiatives?

Analysing traditional HR and retention metrics within HR departments is all well and good, but why aren't these metrics being matched back to the subsequent effects on Customer Experience metrics? Factors like high churn rates, poor engagement and employee burnout, have a direct impact on customers.

Ultimately, there is no formula for optimal customer satisfaction. But efforts to improve Customer Experience should be of equal importance for companies today as Employee Experience - because they are directly correlated. This discussion explains why Business leaders should be balancing both EX and CX for successful Customer Service in 2020


Panellists:


Belinda Seedsman

Head of Service Operations
Hostplus

Tristan Fardy

Customer Experience Manager
Volkswagen Group

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Paul Classens

Head of Contact Centres
ING

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Sharron Bottica

Chief Customer Officer
AIA

This panel will look at how, as digital adoption rises, outdated contact centre systems are unable to deliver the level of service required to stay competitive.

Debate new ways to define a high impact omni-channel CX through the removal of silo communication channels and the ability to integrate the contact centre to new digital platforms.

It is here we will look at two schools of thought: those that say omni channel is here and is being put to good use, and leading experts that believe Australia still has a long way to go.

  • Implementing an effective social media engagement strategy to ensure customers are utilising their preferred method of communication
  • Utilising the right chatbots in your organisation for improved operations
  • Determining the key ways to implement personalised outbound engagement for customers 
  • Delving into new and emerging technologies to deepen relationships and customer loyalty

Panellists:


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Lyndon Summers

Product Manager CAIS
Open Universities Australia

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Craig McCosker

Product Strategy Manager, Future Focus
ABC

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Jon Whitby

Head of UX
World Nomads

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Jean-Pierre Doherty-Bigara

Customer Care Manager
TNT


Panel

4:05 pm - 4:35 pm Drop the Mic: Outsourcing and Offshoring: What Will the Contact Centre of the Future Look Like If we Effectively Offshore?
Sarina Pratley - General Manager of Contact Centres, ANZ, NZ
Megan Papadopoulos - Head of Consumer Connection, Bendigo and Adelaide Bank
Antoine Casgrain - General Manager of National Contact Centre, KINCARE
This panel will look at the future of contact centres and whether organisations should outsource parts of their operations for cost reduction and process efficiency. This session will determine how we need the right call routing technologies, workforce capabilities and messaging across both our internal and outsourced contact centres.

It is here our panellists will debate from four perspectives on the pros and cons of:

  • Outsourcing your contact centre for a short amount of time
  • Outsourcing contact centres permanently
  • Building your own offshore facility 
  • New training capabilities for consistency in agent delivery with every customer

Panellists:
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Sarina Pratley

General Manager of Contact Centres
ANZ, NZ

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Megan Papadopoulos

Head of Consumer Connection
Bendigo and Adelaide Bank

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Antoine Casgrain

General Manager of National Contact Centre
KINCARE

Is the contact centre dying?

Our senior panellists will go head to head as they discuss the role of contact centres today and whether they believe this department will soon be outdated.

This panel will look at how business leaders today can influence their overall frameworks to innovate, collaborate and build a proper customer experience structure for team members.

How we can challenge and motivate our managers to instigate the right level of change in the wake of increasing automation and new digital services? 

  • Shifting our teams to go from resolving customer issues to resolving internal operational change 
  • Rebranding the contact centre of tomorrow: How far do we have to go?
  • Focusing on the customer: how to monitor and ensure customer trust for competitive advantage

Panellists:


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David Daley

General Manager Member Engagement
ESS Super

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Steven Bailey

Chief Customer Officer
MyBudget

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Marc Bindlechner

Head of Customer Operations
Big Red Group

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Blaine Slater

Group Executive – New Business
TSA Group

Thought Leadership Session

8:00 am - 8:30 am Thought Leadership Session

Thought Leadership Session

3:30 pm - 4:00 pm Uplift or Upset Your CX? Voice is Your New Brand Currency
Thought Leadership Session


Thought Leadership Session

3:30 pm - 4:00 pm Four Practical Ways to Deliver Effective Contact Centre CX Process Design
David Jaffe - Consulting Director, Limebridge
This session will cover four different approaches to improving contact centre processes based on the challenges many organisations have faced across varying industries.

In this project case study session, Limebridge’s David Jaffe will illustrate how failure demand can be reduced through the implementation of an effective process design strategy. He will then focus on contact simplification and key strategies that will illustrate ways to become enablers of process automation.
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David Jaffe

Consulting Director
Limebridge

Thought Leadership Session

3:30 pm - 4:00 pm Now is the time for Disruptive Leadership
Brett Theisen - Senior VP Global Sales, NICE


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Brett Theisen

Senior VP Global Sales
NICE

4:35 pm - 5:05 pm Afternoon tea

5:05 pm - 5:35 pm Is AI and automation counter to delivering differentiated customer experiences?

Paula Gill - Senior Account Manager, 8x8
Business leaders are investing to compete on customer experience. They are also investing in machine learning and AI techniques to drive automation. The intent is to increase productivity and streamline communications, but are these approaches actually empowering employees to deliver differentiated customer experiences? In this session, we’ll explore brand new global research findings on how ineffective communication undermines business productivity and what companies can do to avoid this pitfall as they introduce automation using machine learning and AI techniques.

Speaker:
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Paula Gill

Senior Account Manager
8x8

At CCWomen we are proud to provide a community where we can share our story and give advice to other women in the CX and contact centre industry.

In Australia 29.6% of directors in the ASX 200 are women. While this is a steady improvement from 2016 where only 13% of women held chair positions, as a country there is still a way to go in both workplace diversity of gender inclusion.

In order to get a better understanding of CX women in business, our panellist will share their stories regarding their career, current projects at their organisation, thoughts on mentorship and what advice they would give to the rest of the community.

Panellists:
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Lee Scales

Chief Customer Officer
UniSuper

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Joan Brierley

A/ Executive Director Drivers and Vehicles
Department of Transport WA

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Megan Papadopoulos

Head of Consumer Connection
Bendigo and Adelaide Bank

6:00 pm - 7:00 pm HAPPY HOUR

7:00 pm - 7:00 pm AFTER PARTY

7:00 pm - 7:00 pm END OF DAY ONE