Day 2 Agenda
8:30 REGISTRATION, COFFEE AND NETWORKING
9:00 WELCOMING REMARKS FROM THE CHAIR
Rod Farmer
Senior Manger, User Experience and Innovation
3 Mobile
09.05 Activating a Customer Cult ure for
Delivery of Res ults
• Embedding a customer culture within an enterprise
• Customer Experience across multiple customer
touchpoints
• Business results and Customer Experience
Ian Muir
Head of Customer Experience, Online & ATMs,
Retail & Business Banking
Westpac
09.45 Transforming the Customer Experience
in Telstra Retail Stores
• Creating a world class, customer centric, retail model.
• Designing and rolling out a new, differentiated store
concept, T[life], based on customer insight
• Creating a transformational shift to drive and deliver
cultural change in Telstra Retail
Michael Griffiths
Director Business Development &
Head, T[life] Deployment Team
Telstra
10.15 Transforming The Customer Experience
Whilst Improving The Botom Line
• Reducing wait times, handle times and costs
• Staff love it
• Customers have thanked us!
Michelle Cox
Head of Contact Centres
Bupa Australia
10:50 MORNING TEA AND NETWORKING
11.20 Identifying Best Practice In Cross Channel
Design
• Understand leading causes of customers dissatisfaction
including lack of regularity in channel choice,
consistency and continuity
• Examples of best practice and practical experiences
for your business
• Opportunities on the horizon: position your business
for the economic recovery by differentiating through
seamless and integrated cross channel experiences
Rob Findlay
Customer Experience Manager, Direct
NAB
11.55 Customer Significance : The Role
Of Voice Biometrics In Enhancing
Customer Experience
• Delivering competitive advantage through an enhanced
customer service experience: Individual recognition,
reducing call wait times and average handling times
• Providing peace of mind through tighter security
• Voice signatures: improving administration turnaround
times and reducing the paper burden
Aaron Tunks
Manager, Operations Reengineering &
Project Delivery,
Aviva Australia
12:30 LUNCH
13.30 Using Flexible Service Models To Meet
Customer Needs And Manage Costs
• Understanding changing customers needs and
what they mean for the organisation, including rise
of the digital age and increased competition
• Reviewing and assessing customer order channels
to meet evolving needs including bricks & mortar,
call centres, store based, off-shoring and web
• Enhancing customer experience through outsourced
remote agent call centres: low infrastructure costs,
high quality and flexible to meet peak demand
• Managing stakeholder engagement through design
and implementation: turning doubt into positive
stakeholder and customer experience
Luke O’Brien
Group Call Centre Manager
Yum! Restaurants International
14.05 Why Local Is The New Hero – Search and
Customer Experience
• How Australian consumers are changing the way
they search for and connect with local businesses
• How local search, local maps and local knowledge
are the key tools to put consumers in the driver’s seat
• How businesses can use these tools to improve
customer experience
John Allan
CEO
truelocal.com.au
14:40 AFTERNOON TEA AND NETWORKING
15.10 Customer Engagement: It Gets Emotional
• The measure of customer satisfaction is dated
and belongs in the 1980’s with shoulder pads
• Real customer loyalty is emotionally based: case
examples provided
• To understand customer engagement you must
measure the emotional experience: more case
examples provided
Dr Catriona Wallace
Director
Callcentres.net
15.45 Customer Experience Surveying for
Franchisors
• Proving your franchise concept
• Surveying as a compliance tool
• Building franchisor/franchisee relationships
through customer surveying
Simon Tynski
National Franchise Advisor
Bridgestone Australia
16:20 CLOSING REMARKS FROM THE CHAIR
