Jean-Pierre Doherty-Bigara

Customer Care Manager TNT

Workshop Day: Wednesday, 26 February 2020

Wednesday, February 26th, 2020

9:00 AM How Qantas Reinvented the Way they Approach the Employee Experience through Design Thinking

How can we drive a holistic approach to understanding each customer interaction in order to create an experience for all employees and the customer?

Jean-Pierre Doherty-Bigara, Customer Care Manager at TNT, will guide all contact centre managers in an in-depth workshop on how journey mapping and design thinking can generate value for your customer when you build this into your overarching customer strategy. 

With years of experience working with contact centres, Fasahat will help you take a step back from purely digital touchpoints. It is here you will define each customer interaction as the first step in revaluating your CX.

The reasons we’re doing this?

Well, while there can be many different projects implemented to maintain competitive advantage, deciding which project to apply can be challenging. And to risk getting it wrong can have long term repercussions. Many believe that design thinking is the solution to this challenge, and after extensive research we agree.

What Will This Workshop Cover:

This workshop will delve into the new ways we can map out current projects and grow them for the customers we’re attracting. 

This practical session will help those in operations and more agile contact centres rethink their business strategies to instigate change for the overall and emerging contact centre.


Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020

4:05 PM Drop the Mic: Becoming More Omni: Improving Digital Capabilities to Move Customers to New Self-Service Platforms

This panel will look at how, as digital adoption rises, outdated contact centre systems are unable to deliver the level of service required to stay competitive.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


Check out the incredible speaker line-up to see who will be joining Jean-Pierre.

Download The Latest Agenda