Conference Day Two: Friday 28 February 2020
8:00 am - 9:00 am Coffee and Registration
9:00 am - 9:15 am Day Two: Welcome address from the Chairperson
9:15 am - 9:45 am From Contact Centre to CX Hub: Leveraging Machine Learning and Data Insights to Drive Ongoing Customer Relations
How is AI taking over the customer experience … or is it the other way around?
This is one question Expedia Group has been researching for over the past year. It’s Olga Quiros’ belief that even if the future of contact centres lies in automation, a fully automated and advanced contact centre will fail without a holistic CX strategy. And, because of this, it’s more important now than ever before to update your digital technologies for the intention of providing better customer and employee experience.
On a journey to develop their chatbots so they can understand and speak in over 40 languages, become more self-learning and engage in conversational commerce, this session will delve into how we can go beyond individual transactions or queries. Olga will present ways we can use technology for more meaningful engagement, support and services that are personalised towards the needs of customers.
- Understanding contact centre data: what data is available, what can be collected and how can it be used to provide a more value-led customer service
- Omni-channel integration – will the contact centre become the pulse of customer insights and analytics?
- The integration challenge: How do we merge our Knowledge Management Systems data into our existing chatbots for that sophisticated, conversational communication
- What will the developments in AI mean for creating a future-ready workforce in the contact centre?
Olga QuirosDirector Global Customer Operations
Expedia Group (SINGAPORE)
9:45 am - 10:15 am Thought Leadership Session - TTEC
10:15 am - 10:45 am Revealing the Top Priorities For Investment – Finding The Right Digital and Operational Mix For Your Customer Service Strategy
Overseeing over 20 call centre locations and a diverse workforce of 10,000 team members, Ray Apple, the Executive VP of Contact Centres handles a diverse workforce globally. At the same time as increasing employee engagement, Ray was able to reduce annual operating expenses by over $35 million while increasing employee engagement at Wells Fargo.
Ray will reveal how he developed and implemented a strategy to integrate and train his contact centre agents to adhere to new digital experiences, as well as his digital immersion program for all 10,000 employees. Learn how to utilise new technologies within your centre for increased efficiencies and improved CX.
- Integrating digital logon and contact centre data to highlight self-service gaps
- Determining ways to link customer interactions with new technologies for that seamless customer service strategy
- Discovering new methods of training new and rising agents to become more proactive, and how this is key to improving your CX
Ray AppleExecutive Vice President Contact Centres, Customer Experience and Operational Technology
Wells Fargo (USA)
10:45 am - 11:05 am Coffee and Networking Break
CCW BRILLIANCE CLINICS
Introducing your Peer-to-Peer Brain Trust Knowledge Clinics: Tried and Tested
Back for the second day – you will you hear peer-to-peer led case studies and best practice; you will also receive focused thought leadership and insight into the future of CX and contact centres in Australia
Clinic One11:05 am - 12:10 pm Providing Close Collaboration with Offshore Teams: Responding and Handling Complex Enquiries in the Wake of Digital Innovation
- Designing training workshops to ensure branding and customer service messaging is aligned throughout the organisation
- Working with the right providers for your organisation to reflect brand value
- Ensuring consistency in VOC and NPS across both offshore and in-house teams
Matt PenmanGeneral Manager Customer Service
Auto General Australia
Clinic Two11:05 am - 12:10 pm Career Planning: Developing Engaged, People Centric Agents of the Future
- Aligning people and strategy to optimise customer interactions and achieve higher results
- Redeveloping Your Training and Promotional Structure for Improved Agent Performance
- Training staff to ensure they are able to resolve issues efficiently and go from transactional to relationship based conversations
Michele OlivierHead of Customer Service
Clinic Three11:05 am - 12:10 pm Building New and Existing Interfaces that Remain Useable for all Customers, and Every Demographic
Lara Atechian Head of UX Booktopia
Lara Atechian Head of UX Booktopia
- Delivering on systems usability so that your websites and networks are easy to use, accessible and relatable to everyone
- Driving unexpected sources of collaboration within your data, digital and CX team
- Determining new analytics tactics to drive an effective customer experience strategy
Lara AtechianHead of UX
Clinic Four11:05 am - 12:10 pm Human Centred Design: Using Service Design Principles to Develop Business Models and Understand your Customer
- Using human centred design principles to recognise customer trends and redevelop your business structure
- Understanding your audience by amalgamating the right data to improve customer retention
- Implementing human centred design within the wider organisation through staff training and development
Megan McDonaldGroup Manager, Product
World Vision Australia
Clinic Five11:05 am - 12:10 pm Giving Agents more Autonomy to Handle Dispute Resolution Strategies with Customers
- Using the language of business process excellence to help organisations navigate scale, CX and cost challenges
- Creating self-healing capabilities required for an organisation to embed operational excellence within the contact centre
- Aligning people and strategy to optimise customer interactions and achieve higher results
Clinic Six11:05 am - 12:10 pm Transforming customer service into a strategic CX framework: The steps involved for creating a holistic customer strategy
- Reviewing existing metrics and targets to meet customer expectations
- Using journey mapping to understand where your CX journey needs to go for improved ROI
- Implementing new technologies and service strategies
Catherine DrinkwaterCustomer Experience Strategy Manager
City of Gold Coast
Clinic Seven11:05 am - 12:10 pm Contact Centres 101: Developing and Reimagining the Contact Centre from Scratch to Build a Culture and Business of Innovation
- Bringing structure and direction to the contact centre
- Understanding your end-to-end customer journey through VOC and key metrics
- Determining the key solutions that need to be employed to grow your contact centre
Malcolm AngellHead of Contact Centre
Clinic Eight11:05 am - 12:10 pm Conversational CX: Training Agents to Have More Personalised Communication with their Customers
- Working with multiple departments within the organisation to have a better understanding of the customer
- Training teams to go transactional to relationship for improved CX
- Utilising new digital platforms to help agents improve the customer journey
Luke WhytcrossHead of Customer Solutions
Clinic Nine11:05 am - 12:10 pm Reimagining the Customer Experience within Quality Assurance: How Can QA Teams Leverage Design Thinking for a Holistic CX Strategy
- How do we utilize quality assurance for more than just compliance purposes to train and develop internal teams
- Providing a holistic customer strategy through the implementation of design thinking principles
- Leveraging internal stakeholders and departments within the wider business to provide an effective customer delivery strategy
Carl GribbleMember Experience Design Manager
Clinic Ten11:05 am - 12:10 pm Virtual Agents: How Do We Seamlessly Integrate This Into Our Contact Centre?
- Utilising virtual agents within the contact centre to streamline processes
- Training teams to utilise new technology platforms to assist in consumer interactions
- Investing in new interactive channels to improve the customer experience
Lucas KarchinskyExecutive Manager, Call Centre Operations and Business Solutions
Life Flight Foundation
12:10 pm - 1:10 pm Lunch and Networking Break
STREAM A: PEOPLE & CULTURE1:10 pm - 1:45 pm The Recruitment Process at Australia Post: Building Resilience Capabilities and Emotional Fitness Testing for New Starters
With 65,000 employees all handing customer enquiries at different stages of the logistics process, Jessica Thompson will present how Australia Post is redefining the way they operate their contact centres.
With increasing competition and demand to ensure each customer interaction has value, recruiting the right person is critical for the future of your contact centre.
Building resilience capabilities and emotional fitness testing is one way Australia Post is improving the hiring process. They’re doing this through identifying the social and risk factors behind each new starter, as well as determining the operational output behind training teams.
- Employing new strategies within your contact centre to hire and retain the right agents
- Improving attrition rates through effective cost and business planning
- Determining new hiring and cultural strategies to attract millennials
Tom HatchManager – National and Strategic Sales
Jessica ThompsonGeneral Manager, Service Business and Government
STREAM A: PEOPLE & CULTURE1:45 pm - 2:20 pm Going from EX to CX at the ATO: The Steps for Engaged, Authentic Contact Centre Agents that Hits the X Factor for Employees and Customers
In a market driven by consumer choice and the need to resolve enquiries in a timely manner, contact centre leaders today must adapt when it comes to communicating with their clients.
The first step? Agent engagement.
With the implementation of Single Touch Payroll in 2019, Assistant Commissioner of the ATO Kate Fowler, will present on the journey and challenges behind having more complex customer interactions in a company that has always been transactional.
It is here we will discuss ways to maintain brand connection for your customers, and how an effective CX strategy lies in your contact centre workforce.
- Training teams to bond with customers over the phone
- Going from transactional to relationship with new and existing customers
- Working with the right outsourcing partners that can reflect a strong brand and customer values
Kate FowlerAssistant Commissioner
Australian Taxation Office
STREAM A: PEOPLE & CULTURE2:20 pm - 2:55 pm Onstage Interview: The Dynamic Customer Connection: How Energy Queensland is Redefining Emotional Intelligence to Set their Leaders for Success
At Energy Queensland the central factor that defines their contact centre and CX operations is the leadership team. Overseeing over 600 people in her department alone, Carly Irving, General Manager of Market and Customer Operations, will discuss the importance strong leadership plays within her business today.
The results of this? By driving effective leadership, they have managed to boost VOC results from 6 to 6.7 out of 10, seeing continuous increase year on end.
This spotlight interview will see Carly discuss how they’re spending the next 12 months shifting the mindset and behaviours for their leaders to develop effective customer solutions
- Improving team culture and motivation through a positive physical environment
- Setting up resilience and mentorship programs to have the right leaders training teams
- Going from relationship to transactional: Merging CX with leadership capabilities to drive customer loyalty
Carly IrvingGeneral Manager Customer Market and Operations
STREAM A: PEOPLE & CULTURE2:55 pm - 3:25 pm Creating a Future Ready Workforce at the Department of Transport: Utilising Strategic Workforce Planning Capabilities to Improve Scheduling and Absenteeism
Over the next 12 months, the Department of Transport Western Australia are undergoing a journey to go from 5% to 50% strategic in their workforce planning capabilities.
Joan Brierly, Associate Executive Director, will present on the changing nature of workforce planning capabilities and its important role within the overarching contact centre. It is here we will understand how, if digital is growing, what effect is that having on the future of workforce planning?
- Scheduling and absenteeism: how do we utilise the right optimisation strategies to improve scheduling
- Utilising call routing technologies to fast track customer interactions
- Designing strategic workforce planning capabilities for the contact centre
Joan BrierleyA/ Executive Director Drivers and Vehicles
Department of Transport WA
STREAM B: TECHNOLOGY INNOVATION1:10 pm - 1:45 pm Bringing Speed to Market and Driving a Culture of Change through Chatbot led Development
In 2018, Monash Connect and the ChatBot Experimentation Teams deployed ChatBots across key customer lifecycle events to manage transactional enquiry volumes. These bots held 11,000 conversations, were asked 24,000 questions and successfully answered over 85% of questions
Since then, the chatbot program has matured the University’s capabilities in the customer service space. Luciana Andriani will reveal how Monash Connect is now the organisation’s centre of excellence for self service, delivering chatbots across varying use cases for the broader organisation.
- Changing the culture of the contact centre to an engagement centre, through powerful conversations and collaborative problem solving
- Changing workplace culture through technology led programs
- How to progress from an experimental proof of concept to an enterprise solution in 2 years
- How to uplift and optimise chatbot capability and effectiveness.
Luciana AndrianiGroup Manager, Monash Connect
Josh TeichmanGroup Manager, Digital Transformation
STREAM B: TECHNOLOGY INNOVATION1:45 pm - 2:20 pm Cyber Security and its Threats: Delving into the Conversation of Personalisation and Technology Versus Privacy
The foundation of most CX strategies has been the power of personalization and tailoring products and experiences to the needs of the customer. But two issues threaten this: increasing regulatory and legal restrictions on customer data, as well as the rising concerns of security breaches for consumers.
This session will delve into the changing nature of data privacy and the key techniques contact centres can employ to secure their systems and improve their centres from a cyber-security standpoint
- Understanding how to monitor customer patterns and interactions without breaching data
- Training teams and customers in security breaches to ensure their information always remain secure
- Creating clear trust and transparency with customers to ensure a positive customer experience
Tim PowellNational Contact Centre and Operations Manager
Teachers Mutual Bank
STREAM B: TECHNOLOGY INNOVATION2:20 pm - 2:55 pm Onstage Interview: Breaking Down AI: Using Machine Learning and AI Applications to Enhance the Customer Experience
Being able to collect and measure customer data is the first step to the integration of a unified CX strategy. The next step is to effectively analyze and develop the necessary insights through machine learning capabilities.
This interview will look at the journey the Coffee Club underwent to break down their customer ML capabilities, developing technologies that will help us understand customer NPS scores and how to respond and improve customer enquiries.
- Getting key insights through unstructured data to come up with a holistic customer approach
- Using AI engines to detect customer satisfaction and group them by specific categories for an improved CX framework
- Understanding customer opinions and satisfaction levels to find relevant solutions based on feedback
Jimmy WuInsights, Advanced Analytics Manager
The Coffee Club
STREAM B: TECHNOLOGY INNOVATION8:00 am - 8:30 am Onstage Interview: Building Emotionally Engaged Digital Assistants to Drive Customer Experience and Grow Service Centres
Shyamala Prayaga’s job is a little different to your own. Working with Ford Motor Company to implement autonomous vehicles, she’s currently working hand in hand with the chatbot, voicebot and customer service team to improve the customer experience.
Focusing on customer happiness, Shyamala will discuss the tricks of the chatbot trade.
How she’s developing emotionally engaged digital assistants through the use of effective copy writing, conversational commerce and omni channel voice assistants.
- Designing a flexible and collaborative business structure where teams can bring collaboration to the forefront
- Understanding the key pillars that define business agility to improve operating processes
- Designing a conversational interface to meet customer expectations
- Exploring voice recognition capabilities from command based, natural language processing and emotional capabilities
Shyamala PrayagaAutonomous Vehicle Digital Experience, Product Owner
Ford Motor Company (USA)
STREAM C: PROCESS EXCELLENCE1:10 pm - 1:45 pm Finding the Right Operating Model: How NBN Use Design Thinking to Decrease AHT by 22% in their Customer Contact Hub
Developing Project JIGSAW to improve their operational structure, Michael Dyson, Head of Solution Design, will reveal how design thinking has helped NBN renew their operational experience and in turn drive employee engagement.
Using voice of the agent, learn the methods behind problem framing and the importance of having a step-by-step guide to reinvent your contact centre and drive internal operations
- Understand the different levels and processes of implementing automation within the contact centre
- Focusing on critical shifts in behaviours and reinforcement techniques for team members
- Having a balance between data and outcomes to create a more effectively carved out operational structure
Michael DysonHead of Solution Design
nbn co Australia
STREAM C: PROCESS EXCELLENCE1:45 pm - 2:20 pm Contact Centres are Just the First Step: Driving CX to interact with all levels of the business through a human centered approach
Clare Toufexis from the Department of Internal Affairs, NZ will discuss the benefits of employing a human centred approach to the design of new and existing services. Aligning design thinking principles to everyday activities, she will discuss how her department is focused on aligning people and strategy in order to optimise the customer experience and drive operational advancements within the existing contact centre.
- Employing a human centred approach to drive CX capabilities within the overall business
- Understanding the key challenges involved with improving existing services in order to address its impact within the contact centre
- Improving team capabilities and bridging siloes within overall government departments to create the a CX Hub of the future
Clare ToufexisGeneral Manager Services and Access
Department of Internal Affairs, NZ
STREAM C: PROCESS EXCELLENCE2:20 pm - 2:55 pm Driving Agent Momentum: Revolutionising the Running of a Contact Centre through New KPIs and Measurement Models
Over the past 3 years, Trent Poupard, Head of Direct Sales & Service at Momentum Energy, has been slowly aligning his people and contact entre agents to a broader CX strategy.
Shifting their agents away from NPS and AHT, their focus today is on improving customer sentiment and assessing new KPIs. Reducing internal agents by roughly 60%, hear how Momentum Energy focus on upskilling team members with more complex enquiries, as well as investing in training and development programs.
- Delving into the key KPIs you need to implement to improve operational processes
- Utilising speech analytics and sentiment: how do we do this right?
- Monitoring first call resolution and how to get our agents improving customer interactions
Trent PoupardHead of Direct Sales & Service
STREAM C: PROCESS EXCELLENCE2:55 pm - 3:25 pm Revealing the New, Key KPIs For Retaining Customers and Driving Overall Profit at Ebay
This case study will look at the key ways your business can improve customer advocacy and loyalty. With customer experience and insights remaining the overarching vision for the company, it is here you will learn how to future proof your customer journey and contact centre.
And, in turn, drive profit.
- Future proofing your customer strategy while reducing operational costs through effective process improvement capabilities
- Understanding the new techniques to improving customer insights: Identifying the opportunities to improve the overall contact centre performance and delivery strategy
- Maintaining effective governance of the contact centre costs, ensuring staff incentives are in line with new reward policies
Naved KhanHead Customer Experience & Operations – Global Service Delivery
STREAM D: NEW CCW EXEC CLUB: INNOVATION TALKS1:10 pm - 1:45 pm On-Stage Interview: Is Opti-Channel the New, Key CX Differentiator for Your Organisation?
Opti-channel engagement marries two of today's topics in customer engagement: journey mapping and big data. In an omni channel experience, customers are able to seamlessly engage with agents on their preferred channel. However, opti-channel takes this one step further, allowing you to determine the optimal channel for every customer at each touchpoint based upon their information, history, and your overall journey map.
This on-stage interview will have Chris Barnes, CCW Alumni and NAB’s Head of Consumer Service, discuss how the personalisation of opti-channel allows businesses to intervene at the optimal time in a customer's interaction. This in turn influences the customer's behaviour and existing patterns, and their relationship with the organisation.
- Being able to predict a customer's pattern and preferred method of contact before they contact you
- Utilising data and new journey mapping techniques to amalgamate the right information and process it correctly
- Having that seamless integration of an omni-channel approach to reach opti-channel standards
Chris BarnesHead of Consumer Service
National Australia Bank
STREAM D: NEW CCW EXEC CLUB: INNOVATION TALKS1:45 pm - 2:20 pm Revealing Ways Transurban Uses Voice Of The Customer To Drive The Overall CX Strategy
With businesses utilising new strategies to gain feedback from their customer base, finding the right way to utilise VOC will allow your business generate a goldmine of customer feedback. This will in turn shape your department for an improved CX strategy.
With thousands for feedbacks coming in daily, Transurban has specifically designed a team within their CX function to consistently review their data. This case study will look at how to utilise VOC data to create a strategic customer service strategy and drive positive customer interactions.
- Enhancing agent conversations to demonstrate your long-term brand values
- Maintaining high VOC benchmarks that focus on the customer experience
- Understanding the new KPIs that are becoming central to contact centre operations for improved service
Louise JamesHead of Customer Service
STREAM D: NEW CCW EXEC CLUB: INNOVATION TALKS2:20 pm - 2:55 pm Onstage Interview: Linking Data and Machine Learning to Drive CX Maturity for Your Overarching Business
Translating customer engagement, VoC and CX maturity into business results is a challenge for most organisations.
But the key behind doing any of this lay in understanding your customer data and being able to successfully integrate ML models to resolve customer issues.
From there the integration of a successful omni channel platform would be integrated within your organisation to improve the customer journey and experience.
Mai Le, Uber’s Head of Customer Obsession, will discuss ways to build and communicate a CX Value Story so your organisation, and each key stakeholder, understands the value of delivering a great customer and employee experience.
In this session hear how to:
- Define the best CX measures, metrics and business value for your organisation
- “Connect-the-dots” from CX program, to metrics improvement and business results
- Build your communication message to the C-Suite to secure funding for your CX program
- Think differently about business results and ROI
Mai LeHead of Customer Obsession
Customer Care, Uber (USA)
STREAM D: NEW CCW EXEC CLUB: INNOVATION TALKS2:55 pm - 3:25 pm Panel: Operational cost vs Customer Delight: AI & Automation?
What are the different levels of AI deployment?
This is usually the first thing we ask ourselves when looking at a strategic, 3-5 year plan that centres on digital.
However, today we’ve found the correlation between decreased calls and increased digital channels can only be effective when we perfect these different technology platforms. This means not only improving the technology, but knowing what to implement and how this will shift your business.
This panel will look at whether technology is a means to reduce cost, or should simply be designed for the long term CX strategy.
- What are the different levels of deployment in your digital integration strategy
- Having a set of strategic goals in your contact centre investment strategies
- Determining whether we are investing in digital or in the customer?
Paul ClassensHead of Contact Centres
Mark BaylisVice President Customer Service and Digital Customer Engagement
Kieran ClarkeHead of Digital Engagement
Public Transport Victoria
3:25 pm - 3:55 pm Afternoon tea
3:55 pm - 4:25 pm SPONSORSHIP SESSION
4:25 pm - 4:55 pm Interactive Closing Keynote: Creating a Culture of Innovation by Keeping Your People Front and Centre
Closing CCW 2020, our MC Simon Banks will host an interactive closing keynote, talking on the ultimate customer experience and how your people are the true key to delivering a holistic customer service strategy within the contact centre. Take your thinking to the next level and go back to your teams inspired for change!