Conference Day One: Thursday, 28 February 2019
7:15 am - 8:00 am COFFEE AND REGISTRATION
8:00 am - 8:10 am Conference OpeningRussell Murphy - Contact Centre Performance & Improvement Manager, Service NSW
8:10 am - 8:40 am International Keynote Presentation: Keeping Up with the Change with a Relentless Focus on Cultural and CX Transformation at Barclays UKSimon Separghan - Managing Director, Global Customer Operations & Digital Channels, Barclays
Simon leads a team helping over 4,000 Colleagues make a difference by continuously innovating into new ways to better service their 60 million customers. Since the recent deployment of their Chatbots and other instant messaging functions, Barclays have seen an uptake of up to 30% of these new channels, and Simon attributes this to their relentless focus on giving customer the confidence to use them, which fits the right journey and balance of where their customer are at. With this also comes the need to invest in how staff develop a sense of purpose to become money mentors and support for their customers, which is a key area of focus for Simon’s team. Through this, telephony services have seen a dramatic increase to their NPS at 50+. Simon shares the most crucial components of success including:
- Creating a culture of ownership with the team by allowing call centre staff to train bots on alliterations and boost skills and capabilities in new channels
- How to make digital communication as human as possible: The importance of investing in a degree of human capability in functions that customers know aren’t human
- Reducing call demand but increasing complexity: How CX transformation and change management have created a better balance for agents to manage more complex situations
Simon SeparghanManaging Director, Global Customer Operations & Digital Channels
8:40 am - 9:10 am Thought Leadership Session from GenesysJim Kraeutler - Vice President, Innovation Management, Genesys
Jim KraeutlerVice President, Innovation Management
9:10 am - 9:40 am Balancing the Offshore and Onshore Contact Centre at iSelect: How it has Expanded Employment, Innovation and Customer ExperienceHenriette Rothschild - Chief Operating Officer, iSelect
Kieran Perkins - Head of Operations, iSelect
iSelect have maintained a good balance between their offshore and onshore contact centre, with key changes over the last year to expand operations in Melbourne and encourage growth within its Australian operations. Not only have they planned to move its service centre operations and data science centre in Victoria, but they have reduced offshore numbers by 60% and increased their Melbourne size by 13%. This session will explore iSelect’s insights and journey in two parts, and explore the successful balance of customer service, brand management and talent between offshore and onshore centres.
- Focusing on CX and NPS in order to track where customers are managed best
- Exploring a combination of data science and decision making to achieve the best customer outcome
- Creating new jobs and opportunities onshore: Giving capacity for business growth and focusing on attracting and retaining talented staff
Henriette RothschildChief Operating Officer
Kieran PerkinsHead of Operations
9:40 am - 10:10 am Thought Leadership Session from AvayaPeter Chidiac - Managing Director, Australia and New Zealand, Avaya
Peter ChidiacManaging Director, Australia and New Zealand
10:10 am - 10:40 am Speed Networking
10:40 am - 11:10 am COFFEE AND NETWORKING BREAK
Interactive Discussion Groups (IDGS)
Back by popular demand – 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 the contact centre industry in Australia. How will the IDGs run?
- The entire audience will break up and choose IDGs based on which topics are most relevant and interesting to them.
- Each IDG is set in a roundtable format and will be facilitated by a shared service practitioner and hosted by a thought leader in the space.
- Each delegate will have the opportunity to select 3 topics and will rotate between their choices every 30 minutes.
- Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience
ROUND ONE 11:10 - 11:40
ROUND TWO 11:45 - 12:15
ROUND THREE 12:20 - 12:50
TABLE ONE11:10 am - 12:50 pm Automating Knowledge to Create Intelligent Connections
The consumer-driven economy is forcing organisations to change the way they interact. The expectation for instant information and outcomes has organisations scrambling to innovate. But mastering CX in the digital era takes much more than so-called ‘omni-channel’ – to deliver successful experiences, organisations must develop strategies that engrain automation and machine learning into core processes in order to optimise agents with knowledge. In this session, learn:
- What makes an effective automation strategy, and the role of AI in building knowledge;
- How to leverage that knowledge and convert it into positive CX;
- Methods for establishing successful CX based around advanced technologies
TABLE TWO11:10 am - 12:50 pm CHATBOTS & WEBCHAT Jim Kraeutler - Vice President, Innovation Management, Genesys
What tasks can chatbots currently handle? How can your company’s chatbots and webchat functions be improved?
Jim KraeutlerVice President, Innovation Management
TABLE THREE11:10 am - 12:50 pm The Next Horizon: How to Take Your CX from Reactive to Proactive Rod Moynihan - Director, ANZ, Zendesk
Identified by Forrester as one of the top trends in customer service, providing a proactive customer experience, rather than just responding to problems as they arise, is key to differentiation and ongoing business success. How to get there though? In this session we talk about the benefits of proactive support, why it’s vital to becoming the business your customers want you to be, and how easy it can be to get started.
Rod MoynihanDirector, ANZ
TABLE FOUR11:10 am - 12:50 pm RESERVED FOR TSA GROUP Blaine Slater - Group Executive, New Business, TSA Group
Blaine SlaterGroup Executive, New Business
TABLE FIVE11:10 am - 12:50 pm CLOUD CONTACT CENTRES Brett Theisen - Senior VP Global Channel, NICE inContact
Enable a remote workforce and improve scalability and flexibility of your organization
Brett TheisenSenior VP Global Channel
TABLE EIGHT11:10 am - 12:50 pm IVR
Preserve contact across channels, predict intent and be more adaptive to each caller’s needs
TABLE NINE11:10 am - 12:50 pm AGENT ASSISTANCE
Agent assistant applications have the power to gather customer information and process transactions, but will it replace human agents?
TABLE TEN11:10 am - 12:50 pm SPEECH ANALYTICS
Turn calls into improved customer loyalty, efficiency and agent performance
12:50 pm - 1:50 pm LUNCH AND NETWORKING BREAK
CUSTOMER CENTRICITY: STREAM A - Improving Customer Interactions through New Customer Contact Channels1:50 pm - 1:55 pm Opening Speech by Stream Chair: Chris Jones - Contact Centre Manager, Australian Maritime Safety Authority
CUSTOMER CENTRICITY: STREAM A - Improving Customer Interactions through New Customer Contact Channels1:55 pm - 2:25 pm Case Study: Webchat and Social Media: Creating Engaging Experiences with Tech-Savvy Customers at Queensland Urban Utilities Sue Coe - Call Centre Manager, Queensland Urban Utilities
Once you go live with chat bots, webchat and social media interaction, where do you go from there? Queensland Urban Utilities are plowing forward with their new chatbot and trailing Facebook messenger communication. From embracing new customer contact channels, QUU aims to increase their customer satisfaction and create positive knock on effects in the future as customer learn to engage when they want and how they want.
- Understanding the steps required to identify customer contact habits and develop the channels suited to them
- Developing internal digital competencies with staff to support and successfully roll out webchat and social media functions
- Ensuring interactivity from CX and UX perspective to enable continuous engagement with agents and customer
Sue CoeCall Centre Manager
Queensland Urban Utilities
CUSTOMER CENTRICITY: STREAM A - Improving Customer Interactions through New Customer Contact Channels2:55 pm - 3:25 pm Case Study: Creating a More Compelling Digital Service at National Australia Bank to Improve Customer Centricity and Self-Service Outcomes Chris Barnes - Head of Direct Channel Development, National Australia Bank
The National Australia Bank is continuing on a multiyear transformational project for its consumer contact centres that focus on investing in core capabilities that enable conversations to be more customer-centric and less around process. Currently, 35% of NAB’s consumer calls can 100% easily be resolved with the use of a digital service, creating a need within the organisation to be more compelling with the adoption of digital service and how to educate customers and staff to leverage simpler channels without losing the humanistic interactions.
- Creating the case to adopt to digital channels by creating conversations and analyse changes in behaviours
- How to enable staff to empathetically connect with customers and ensure it is delivered in a humanistic way regardless of which channel of interaction
- Simplified interaction – How it creates proficiency with staff and greater satisfaction for customers
Chris BarnesHead of Direct Channel Development
National Australia Bank
Since first launching its operations in 2012, Compare the Market Australia have grown their contact centres and customer interactions from a traditional transactional mindset to building relationships and improving engagement. To get the best results for an online platform, the organisation established the need to embed a Customer Experience function to help re-evaluate how customers engage and interact through various touch points from social media, online journeys and telephony services to ensure the human to human interactions are not lost.
- How Compare the Market’s contact centre moved from being a standalone function to working in conjunction with other online journeys and platforms to better shift the organisation’s mindset from business driven to customer led
- Exploring voice of customer tools to articulate which areas of the business are in high demand of human interactions and engagement
- Developing awareness in the organisation to understand what Customer Experience means for the business and how this translates into customer’s perceptions on future interactions and contact
Susan KelsoGeneral Manager, Customer Experience
Compare the Market Australia
TECHNOLOGY INNOVATION: STREAM B - Leveraging Automation and Digital Innovation for Customer Service Excellence1:50 pm - 1:55 pm Opening Speech by Stream Chair: Jean-Pierre Doherty Bigara - Queensland Customer Care Manager, TNT Australia
TECHNOLOGY INNOVATION: STREAM B - Leveraging Automation and Digital Innovation for Customer Service Excellence1:55 pm - 2:25 pm Case Study: Merging Contact Centre and Online Services Seamlessly at Life Flight Foundation through Automation Lucas Karchinsky - Executive Manager, Call Centre Operations and Business Solutions, Life Flight Foundation
Life Flight Foundation has always run two separate systems for their contact centre and telephony services and their online services. Launching in late 2018, the organisation will now integrate a full digital solution that will automate the entire Life Flight Foundation fundraising operations and seamlessly merge all services and campaigns for enhanced service delivery in the future. By merging services, Life Flight Foundation can continue to provide quality aeromedical care and bring emergency, lifesaving medical treatment where it’s needed the most.
- Profit for Purpose: Exploring the discovery process and business case for implementing technology aspects despite limited funding and maintain community trust
- Reviewing how the merge will enhance rapid response and improve customer contact interactions and helicopter services
- How Life Flight Foundation is working with external providers to create a seamless service, enable workflow automation and ensure agents are on-board with the changes
Lucas KarchinskyExecutive Manager, Call Centre Operations and Business Solutions
Life Flight Foundation
TECHNOLOGY INNOVATION: STREAM B - Leveraging Automation and Digital Innovation for Customer Service Excellence2:55 pm - 3:25 pm AI & Ubank: Insights into Robochat and How Virtual Assistant's Deepen Customer Experience and Employee Productivity Jacqueline Laing - Head of Customer Service, UBank
As a digital bank, it's no surprise that UBank has seen success from the adoption of digital tools and social media channels for customer contact.
UBank has adopted a 32% social theme for customer contact, including the release of Robochat, which has seen a 15% uplift in customer engagement with the tool. This session will not only just explore UBank's journey with Robochat, but also explore the key benefits of embedding Virtual Assistant's and AI within your contact centre.
- Exploring how Robotchat and AI have improved service delivery and measures of success for digital engagement
- Understanding how AI fits into a flexible and responsive contact centre management framework
- What is the future of virtual assistants in contact centres?
Jacqueline LaingHead of Customer Service
Telstra is embarking on a long term strategy to reduce a third of their call volumes by 2022. This will give opportunities for agents to better handle complex enquiries and achieve customer service excellence. The success of the strategy is influenced by blending together opportunities in sales and service and broadening customer interactions through automation and other channels to ensure each customer is delivered a simplified and efficient contact service. With the adoption of digital innovation, it also involves transforming the way agents work and how teams are structured to ensure that continuous and high standard of customer service interaction. In this session Claire will discuss:
- Utilising agile and human-centered design to empower teams to own and develop best practice to service delivery
- Making sure each moment matters with customers to continue to develop trust and adoption to new interactive channels
- Speeding up agent issue resolution through automated diagnostic support
Claire JohnstonGlobal Contact Centres – Domestic (Service and Complaints Lead) Executive
FUTURE WORKFORCE: STREAM C - Change Management and Capability Uplift in Contact Centre Transformation1:50 pm - 1:55 pm Opening Speech by Stream Chair: Tom Hatch - Manager, National & Strategic Sales, DFP Recruitment
FUTURE WORKFORCE: STREAM C - Change Management and Capability Uplift in Contact Centre Transformation1:55 pm - 2:25 pm Case Study: From Contact Centre to Customer Service Operations: How Energy Queensland Managed Operational and Process Changes to Create Multi-Skilled, Super Agents Carly Irving - General Manager, Customer and Market Operations, Distribution, Energy Queensland
Since the amalgamation of Energex and Ergon Energy in 2016, Energy Queensland has consistently delivered a heavy change program to transform the size and skill of their workforce.
Aligning with the roll out of the customer centricity program and digital transformation program, Energy Queensland set out to rebrand operational roles, moving away from ‘Contact Centre Operations’ to now ‘Customer Service Operations’. This focus has enabled staff to develop end-to-end skillsets, keep up with process changes and a role that can transform and adapt as transformations occur. Carly will discuss:
- Aligning your staff to future visions, goals and purposes to engage them with reskilling into new roles
- The three key drivers for change: Deciding on a clear vision to develop a structure that meets customer service needs and future business needs
- Enhancing and supporting the digital capability of staff to support clients
Carly IrvingGeneral Manager, Customer and Market Operations, Distribution
FUTURE WORKFORCE: STREAM C - Change Management and Capability Uplift in Contact Centre Transformation2:25 pm - 2:55 pm Practical Case Studies in Re-thinking Contact Centre Models to Transform Capability and Customer Experience David Jaffe - Director, Limebridge
A range of “traditions” have built up in contact centres that need to be challenged to transform capability. This presentation will explore how many contact centres manage with averages, create skills that suit the company not the customer, take a guess at measuring first contact resolution, and “live with” or are victims of demand for contact. It will explore cases in which contact centres have used a “multi-lever” approach to solve these problems. The presentation will describe real case studies that show examples of organisation getting fantastic results by pulling all these levers in unison. It will show how capabilities have been transformed by:
- Reducing the demand for unwanted contacts
- Re-thinking skills and processes
- Building omni-channel solutions into processes
- Measuring resolution in new ways to transform coaching and process improvement
Since heading up Customer Contact at TAL, Craig has predominately focused on change management and culture engagement as an enabler for progressing TAL’s contact centre towards a future of automation and digitisation. Getting the fundamentals right and process improvement strategies have been a key focus to ensure a bottom up view of understanding customer pain points but also to ensure staff are empowered with the right tools and capabilities to deliver efficient service.
- How TAL’s diversity strategy and flexibility strategy has allowed 15% of staff to work from home and ability to extend their new contact centre operations without impeding engagement
- Improving coaching and quality frameworks and reward and recognition programs to empower agents and operating rhythm
- Ensuring adequate resourcing of staff and skillsets and understanding core competencies of a successful customer service agent for future transformation
Craig MendelHead of Customer Contact
Energy Super has developed a program over the past 18 months which focused on educating contact centre members and change their recruitment strategies to be able to develop deep and meaningful conversations with their service members. The training program is designed around compliance requirements which not only keeps staff multiskilled and engaged, but enhances member experiences and keep up with recent digital transformation projects.
- How Energy Super is changing their recruitment to develop a diverse, multiskilled workforce
- Tapping into new support strategies your agents need to engage in new ways with customers
- Recognising empathy and knowledge as the key drivers enabling agent engagement and best customer service interactions
Lisa KayGeneral Manager, Member Services and People
3:55 pm - 4:25 pm AFTERNOON TEA AND NETWORKING BREAK
4:25 pm - 5:05 pm Motivational Keynote: What Really Drives Us?Anthony Bonnici - Director, Move Mountains
Let's get one thing straight. Irrespective of what "generation" we belong to, there are some immutable laws of motivational theory that apply to us all.
In this highly educational & entertaining session, Anthony will encourage us all to stop overgeneralising by age or generation and start focussing on the individual in order to maximise performance and output. Using two different motivational theories, Anthony will arm you with a toolkit of approaches to help you understand what makes YOU tick and also how to motivate others to perform at THEIR best.
So if you manage a team of people, or indeed are part of a team that needs that boost in productivity, motivation or output, this session is a MUST ATTEND!
5:05 pm - 5:35 pm Thought Leadership Session from NICE inContactBrett Theisen - Senior VP Global Channel, NICE inContact
Brett TheisenSenior VP Global Channel
5:35 pm - 6:05 pm ADVISORY BOARD PANEL DISCUSSION – Future Proofing Contact Centres: Marrying Customer Centricity, Technology Advancements and People and CultureJohn Merritt - Head of Customer Care, Energy Australia
Lauren Reid - Head of Direct Service, MLC Life Insurance
Amanda Rice - Director, Service Delivery, Australian Financial Security Authority
David Daley - General Manager, Member Engagement, ESSSuper
Ria Leason - General Manager, Contact Centres, Allianz Worldwide Partners
Luke Jamieson - Head of Service Centre, First State Super
- How do you re-position and re-design your customer support to move from a lead generator to customer experience driver?
- How do you best determine which solutions and innovations best suit your business needs today and for the future?
- How do you manage the next generation of the workforce and determine strategies for identifying, retaining and engaging talent?
- How can marrying these strategies effectively project your contact centre for a profitable future despite change?
John MerrittHead of Customer Care
Lauren ReidHead of Direct Service
MLC Life Insurance
Amanda RiceDirector, Service Delivery
Australian Financial Security Authority
David DaleyGeneral Manager, Member Engagement
Ria LeasonGeneral Manager, Contact Centres
Allianz Worldwide Partners
Luke JamiesonHead of Service Centre
First State Super