Agenda

Antoine spent the last 13 years with the St George and Westpac Contact Centres where he led them to 4 Gold Medals at the World Customer Contact Centre Awards.  He previously held similar Contact Centre Executive roles at AMP and Optus. Currently the Director of Workforce Planning at the National Bank of Canada, Antoine also extends his time and expertise to various start-ups such as ‘Life in Flight’, the ‘Word Learning Group’ and the Contact Centre Strategy Forum (CCSF).

Over the next few years Government agencies, such as the ATO, will be enabling the consumption of digital services in a range of day to day environments. Individuals and businesses will be able to nationally interact with government via banking platforms and accounting software in addition to the existing mobile app and online environments. Both private and public sectors need to be preparing for these opportunities and the disruption that will accompany these changes.

John Dardo joined the ATO in 1997 and has spent more than 15 years working as a senior executive in a range of areas including Compliance and Service Delivery. Currently the Assistant Commissioner of Digital Strategy and Design, John leads a range of digital projects aligned to broader Whole-of-Government outcomes, including Identity & Security, Digital by Default and Embedding digital experiences in natural systems.

• The relationship between the rise of digital device use and your contact center
• How going digital enhances the positive customer experience that your contact center needs to provide
• How to raise the game with a digital contact center

Jason has been involved in customer contact center management since 2004. Leading the BT Financial Group’s Contact Center through a period of prolonged transformational change, he has played a pivotal role in the BT Contact Centre winning CSIA National Contact Centre of the Year award, with himself being awarded National Contact Centre of the Manager of the Year in 2009.

Since November 2014, Jason has been serving as Head of Digital, Business & Asset Finance in customer contact centers at Westpac where he has lead the transformation of contact center services for all brands in the group across these businesses through his experience in general management, customer service, people leadership and HR.

• Uncovering the key components of an effective channel migration roadmap
• Migration pitfalls and cost of failure
• Eliminating barriers of migration

An experienced contact center executive and recognized industry contributor throughout a 15+ year career spanning public & private sectors across multiple industries and regions, Patrick most recently led the successful delivery of Australia Post’s $20M Simplification program which encompassed migration to cloud communications, CRM and Insights. Prior to Australia Post, Patrick has worked with global organizations including Barclay Cards, The London Metropolitan Police, Vodafone, Bank of America as well as TNT Italy, Spain & Netherlands.

• Understanding what turns customers into fans
• Identifying the data needed and where to get it
• Crafting an integrated data/analytics strategy
• Aligning the data strategy and customer experience
• Establishing a benefits realization framework

Jesper Lowgren is a digital thought-leader, published author, and a member of Board of advisors on Enterprise Transformation 2020, a global think-tank that consults to CEOs on digital enterprise transformation. He is also an avid entrepreneur, and has launched three online brands in three markets, each becoming #1 in Australia in terms of online sales and customer engagement.

• Optimizing the value of your relationships with customers through digital and online
• Crafting journey maps for your customers across multiple digital channels for enhanced customer lifetime value
• Providing excellent end-to-end online customer experience

Having more than twenty years of experience in the customer experience and contact centre industry, Ian Aitchison is the CEO of the Asia Pacific (APAC) region of COPC Inc and provides management training and consulting advice to more than 25% of the world’s top 50 brands. He is the Chairman of the Annual Contact Centres Asia Conference and has been a member of the judging panel for the Malaysian Contact Centre of the Year Awards since 2012.

• Just how crucial are self-service channels in customer engagement and customer empowerment?
• The benefits of optimizing self-service channels for positive customer experience
• Self-service trends: Where do you stand and where to from here?
• Ensuring user adoption of self-service channels

Peter Buckmaster is a digital specialist in strategy and service design, delivering sustainable customer experiences across retail, telecommunications, finance industries and education. He is currently the Director Digital, managing the Digital Services team, Department of Education (DoE). Most recently, Peter has held roles as User Experience Manager at Woolworths Limited and Production Director at The White Agency. Peter has also worked on digital initiatives for enterprise brands such as Commonwealth Bank, Bluescope Steel, Lion, Lexus and Toyota.

• Catering your digital services for your most profitable customer segments
• Costs of targeting the wrong customers with your digital service offerings
• Dealing with customer resistance to digital services

Antoine Casgrain, Director of Workforce Planning, National Bank of Canada

Panelists:

Jesper Lowgren, Principal Consultant, Telstra

Ross McDonald, Director, Resilire

Leigh Price, Social Media Analyst, Amicus Digital

Antoine spent the last 13 years with the St George and Westpac Contact Centres where he led them to 4 Gold Medals at the World Customer Contact Centre Awards.  He previously held similar Contact Centre Executive roles at AMP and Optus. Currently the Director of Workforce Planning at the National Bank of Canada, Antoine also extends his time and expertise to various start-ups such as ‘Life in Flight’, the ‘Word Learning Group’ and the Contact Centre Strategy Forum (CCSF).

• The technology shift transforming the way customers interact with us, their expectations and the inter-departmental collaboration required
• Customers just want it to work! Your internal issues should not be theirs
• Next-generation technology alone will not make you successful. A customer-centric approach is critical to achieving your objectives and keeping your customers coming back for more

Katie is a seasoned professional with over 20 years’ experience enabling customer service and contact center change in a number of industries. Starting working life in a start-up telecommunications company in London, she specialized in implementing contact center solutions, including project management implementations and consulting on change management. Katie has since worked in a variety of sectors and roles, including Telstra where she passionately led change in the Global Contact Centres and Digital teams, advocating the importance of a customer-centric approach to all technology evolution and change. Katie currently works at Sunsuper, project managing the implementation of their omni-channel Contact Centre.

• How to shift an analytical and risk adverse culture to one that understands and accepts agile and test ‘n’ learn projects
• Uncovering the internal requirements, challenges and opportunities with stakeholders from across the business
• Tools and information to get stakeholders across the line – How to present data and frameworks in easy-to-understand formats
• How to recruit and leverage ground-level ‘digital champions’ and senior leaders for effective change
• Connecting new digital capabilities and channels to enhance customer success

Danielle Cerin has over 15 years’ experience leading digital strategy, digital campaigns, web development, and social media for a range of organizations. She currently leads the development of enterprise-level digital capabilities and initiatives to improve the quality and number of channels through which customers can interact with Janssen services and content; embedding digital awareness and skill internally; and providing digital support for Janssen’s therapy brands and broader healthcare solutions. She has previously delivered the digital strategy, online presence, social media programs and integrated digital campaigns for Telstra Enterprise & Government, as well as development of the online presence and digital communication strategy for Stamford Hotels and Resorts.

• Tackling employee resistance or unfamiliarity with digitization of customer services
• Eliminating uncertainties among employees that may cause resistance
• Closing the skills gap among contact center agents to effectively manage omni-channel inquiries

Gerard is responsible for the organization’s banking and communication channels:  website, internet, mobile and telephone banking; contact center, and the company intranet. Gerard provides strategic thought leadership on sourcing and implementing technology and strategies to develop new, or optimize existing business processes and procedures that deliver cost savings, improve member satisfaction, and increase productive capacity and quality.

Gerard has recently overseen the upgrade of Teachers Mutual Bank’s website, managed the brand transition of the Unibank, and led the bank’s Contact Center team to state and national success at the 2014 Auscontact Awards.

• Choosing the best social media platforms for your business
• Ensuring immediate, transparent conversations and interactions
• Personalizing customer experience for increasing customer satisfaction and loyalty

Leigh Price is a Social Media Analyst with over 10 years of experience in digital marketing and analytics. Having been with GE Australia and Telstra as their in-house Social Media Analyst, Leigh has worked with brands as diverse as financial services institutions, online retailers, FMCG brands and more. Currently, he leads the social media practice at Amicus Digital, an Australian technology and professional services consultancy.

• Why the human touch is still a key component of digital customer service
• How to maintain the human touch in customer service on digital channels
• Benefits of applying a human touch in digital customer service
• Delivering the right emotional experience in digital customer service that lifts your brand above the competition

Gaston Guernik is a UX/UI expert with broad experience in app design, product design, service design and brand strategy. Highly passionate about UX excellence, he has a strong belief in designing applications for the human experience and adopts a “end user first” mindset to every project he has been a part of. Throughout his 13 years of experience in the creative industry, he has worked with some of the biggest brands in the world, including Audi, Commonwealth Bank, NSW Government, Schweppes, BMW, Heineken, NSW Rail, Mercedes-Benz, Renault, Barcelona Football Club, Nike, Samsung and Telstra.

• Overview of the current service landscape and the rising prominence of social customer care
• Analysis of current mentality and approach to social customer care
• Identification of key challenges with current approach:
• • Market-led vs strategy led
  • Siloed, disconnected development
  • Business-first vs customer-first – the user experience
  • Ownership and control concerns
  • Business case and funding

• Using service to drive all-of-business buy-in, and how
• Successful industry case studies
• Methodology to develop a service-centric organization through social empowerment

With a decade’s experience across traditional, social and digital communication strategy, Roger understands the challenge facing many organizations in realizing the full potential of doing business in the digital age. He recognizes the current focus on both the marketing and service aspects of social, and works with organizations to help identify broader business opportunities afforded through customer insight, competitive intelligence and operational improvements.

Over the past ten years, Roger has provided trusted counsel for leading organizations across a multitude of industries including Commonwealth Bank, Westpac, IAG, the Australian Taxation Office, International Trade & Investment, First State Super, IBM Australia & New Zealand, Telstra, Austrade, British Airways, CarsGuide, Baptist World Aid Australia and Hitachi.

• Providing proactive customer service with predictive analytics
• Personalization for increased customer satisfaction and maximum customer lifetime value
• Optimizing all available channels and service delivery mechanisms to enhance customer experience

Antoine Casgrain, Director of Workforce Planning, National Bank of Canada

Panelists:

Jason Flanagan, Head of Digital, Business & Asset Finance, Customer Contact Centres, Westpac

Gerard Smith, Senior Manager, eBusiness and Contact Centres, Teachers Mutual Bank

Ian Aitchison, CEO, COPC Asia Pacific Inc

This session aims to provide participants with practical insights into the key steps and considerations for successful migration of customer services from traditional to digital channels. This would enable the delivery of a positive customer experience that improves customer satisfaction and lower operational costs.

Key Takeaways:

• Create an organizational roadmap for migrating customer services from traditional to digital channels
• Align digital services with the strategic direction of your organization
• Effectively develop and train a team of customer service agents to manage digital channels
• Improve employee support in digitizing customer services

Jesper Lowgren is a digital thought-leader, published author, and a member of Board of advisors on Enterprise Transformation 2020, a global think-tank that consults to CEOs on digital enterprise transformation. He is also an avid entrepreneur, and has launched three online brands in three markets, each becoming #1 in Australia in terms of online sales and customer engagement.

This session seeks to equip participants with the key knowledge and insights for building an effective digital contact center. This would enable companies to improve customer experience and benefit from higher customer loyalty from their customers.

Key Takeaways:

• Key building blocks of a successful digital contact center
• Identify what to digitize: Making the right digital investments
• Driving customer loyalty, advocacy, and a positive NPS with digital
• Effective communication with customers on digital customer channels
• Enable seamless customer experience across multiple channels

Having more than twenty years of experience in the customer experience and contact center industry, Ian Aitchison is the CEO of the Asia Pacific (APAC) region of COPC Inc and provides management training and consulting advice to more than 25% of the world’s top 50 brands. He is the Chairman of the Annual Contact Centres Asia Conference and has been a member of the judging panel for the Malaysian Contact Centre of the Year Awards since 2012.