09:00 Forum Introduction by Chairperson
Highlights on Forum Day 1 Key Sessions
Antoine Casgrain
Head of Wealth Direct Services (WDS)
National Australia Bank (NAB) / MLC

Antoine is currently the ‘Head of Wealth Direct’ for the National Australia Bank. He leads the Contact Center and Digital Services for all Superannuation and Investments contacts for customers, employers and financial advisers. Previously Antoine held a lead strategic role with the Retail and Customer Contact Center arm of the National Bank of Canada.



As the digital revolution gains momentum, many organizations today are desperately in becoming more “digital” in order to maintain business sustainability in the marketplace. Becoming “digital”, it essentially influences the customer journey and changes customers’ decision making process. By 2017, 80% of the organizations intent to compete on the basis of customer experience and service in contact centres. In order to outperform their competitors, organizations are moving with their customer and investing heavily on digital multi-channel platforms including self-service, social media, web chat and more, utilizing technologies to reach out to, engage and satisfy their customers.

In the following sessions, you will have an overview of customer care experience transformation from the past till to-date, understanding the changing demands of customers in the digital age that drive the traditional contact centre into Omni-channel digital contact centre, discovering the elements of a successful design of contact centre in meeting/exceeding customers’ expectation as well as the mapping experience through customer journey at every touch point.


Mapping Effective Digital Customer Experience Journey in your Organization by Matching Touchpoints with Customer Expectations

  • Overview of customer experience for the past 5 years
  • Sharing the top challenges and issues that organizations usually face in customer experience journey
  • Mapping and understanding the digital customer experience and guiding on transformation efforts
  • Creating customer experience strategies to understand your digital customer’s preference, expectation and decision making process in the virtual marketplace
Christopher-Ryan-112x128 Christopher Ryan
Head of Customer Experience

Chris is serious about designing Digital Customer Experience and making every experience with a customer amazing and memorable. Focusing on analytics, detailed understanding of customers and constant measurement for outcomes while thinking different.

Having joined Koala as Head of Customer Experience at the end of 2016 after 10+ years driving change and improving customer’s digital experiences at companies such as Telstra & Westpac and some smaller companies.

Chris was instrumental in launching Telstra Live Chat at scale at time most organizations were only experimenting with Live Chat, growing to 500+ agents. Later leading the re-platform of the technology beyond a pure customer service channel to a platform designed to follow the customer.


Transforming Call Center into Omni-Channel Digital Contact Center: Effective Solutions to Challenges Faced by Every Organizations

  • Identify the root cause of call center into seamless experience through effective Omni-channel customer and staff engagement
  • Implement best practices in developing effective Omni-channels for your organization to manage demand and needs to meet your customers’ requirement
  • Strategies on how to manage social media effectively and develop training techniques to ensure employees are multi-skilled in all touch points
Carly Irving
A/ Executive General Manager Customer and Corporate Relations

Highly accomplished, resilient executive manager and visionary leader, with experience in a wide range of operational roles, strategic planning, acquisitions/mergers and initial public offerings, in both start up and growth organizations. A transformational change leader who enjoys driving major organisational change based on: achieving efficiencies and improving productivity and meeting and improving customer outcomes and expectations while engaging multi skilled team.

Demonstrated experience in creating and leading high performing teams by providing a clear vision and feedback through empowering and encouraging an enthusiastic and energetic workplace. Strong results focus, driven, with clear successes in commercial outcomes, both in cost reductions and revenue increases in complex, diverse and ever changing environments. Broad operational experience in roles from sectors, private, public and Government of both a strategic and operational nature. Strong stakeholder management and network ability to connect with people at all levels.

10:40 Morning Refreshments & Networking Session

Case Study – Customer Journey Mapping in the Heart of Digital Transformation

  • How to empower your customer experience professionals to build, collaborate and manage all of your customer’s journey beyond visualization
  • Understand and expand your knowledge of how customer behave
  • Gain invaluable insights and improve on your customer acquisition and retention strategies
  • Uncover effective tools in your disposal to better understand, interact, and served your customer
Anand Thomas
Chief Customer Officer – Bancassurance, Digital & Direct Insurance
MLC Life Insurance

Anand Thomas was appointed Chief Customer Officer, Bancassurance, Digital and Direct Insurance in November 2015, and is responsible for MLC’s Bancassurance and Direct portfolio, and the delivery of quality protection solutions to customers through NAB channels (Consumer and Wealth, Business and Private,) and Direct channels. In addition, he is accountable for the Digital channels and Data transformation for the MLC Life Insurance business.

Previously Anand held senior leadership roles across a variety of NAB’s businesses including Digital, Compliance and NAB Wealth since joining NAB in 2010 as Head of Channel Development, in the Digital and Direct business.

Prior to joining NAB, Anand held a number of leadership roles at ANZ over 7 years in both Consumer Banking and Digital. During his time at ANZ, Anand spent time working with ANZ joint ventures in Philippines, Indonesia and Vietnam. Anand has worked internationally at OCBC Bank in Singapore and Citicorp in India.

Anand holds an MBA from Melbourne Business School and a Bachelor of Commerce from the University of Madras, India.

He is currently a formal mentor for incumbent MBA graduates at Melbourne Business School.


Improve Engagement, Develop Personalization with Effective Customer Data, Insights and Analytics

  • Harvesting the correct data from your customer to keep up with growing customer expectation
  • Uncovering customer behavioral insights in every touch point
  • Effectively using data and analytics to develop persona based segmentation approach to digital customer experience
  • Determining your customer’s experience trends by implementing real-time digital customer engagement service, big data, and storytelling to grow your business
nikoletta-buschkuehl-112x128 Nikoletta Buschkuehl
Head of Insights and Customer Engagement

With a passion for all things ‘customer’, Niki prides herself on putting the customer at the centre of business decisions. She is a seasoned Insights and Customer Experience professional, having gained 16 years experience in retail, manufacturing and services industries. As the Head of Insights and Customer Engagement at iSelect, she is responsible for marketing optimization, CX design, and customer research.

When Niki is not enhancing the iSelect customer experience she enjoys being a customer herself and then putting these real life learnings into practice at iSelect.

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yuval-marom-112x128 Yuval Marom
Head of Analytics & Data Services

Yuval is an Analytics and Data Mining professional with extensive commercial and academic experience. Asthe Head of Analytics & Data Services at iSelect, he is responsible for the key functions that deliver commercial value from data. These functions include analytics, data science, data warehousing and business intelligence. His team contributes at both the strategic and operational levels of the business, across the on-line and call center channels, and in verticals such as health, car, and life insurance, as well as utilities, telco and home loans. Yuval is also the founder and co-organizer of the Data Science Melbourne meetup group, and the Melbourne R User Group.

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12:30 Reserved for Gold/Platinum Sponsor for Project Showcase
12:50 Networking Luncheon

In recent years we have seen the explosion of multi-channel platforms. To keep pace, many organizations started to develop a range of tools and techniques – from engagement websites and mobiles apps to convenient kiosks and well-organized stores. Yet companies do not integrate all these channels into relevant, connected and personalized customer experience. All efforts are vain and resulted in misuse of resources and lost opportunities.

To create successful customer experience milestones on your journey to digital, these sessions will show you how to leverage customer data & analytics in delivering effective digital service, explore how companies being able to meet customer demands and expectation by implementing culture of customer-centric, social listening, the voice of customer, personalized user experience and etc in maximizing the value of your digital customer care strategies in your contact center. The result can be gaining higher level of customer satisfaction and enhanced customer loyalty which in return generating greater sales for your business.


Case Study: Contact Center Innovation. Using data to make Improvements in Customer Experience

  • Gathering data from interactions to develop organizational learning
  • Building Learning loops for improvement in the contact center and across the business
  • Utilizing technology to support the Front Line
  • The link between Customer Improvements and driving economic benefit
  • Using root cause data to inform Customer Contact Strategy
Rob-Brown-112x128 Rob Brown
General Manager, Customer Contact
GM HoldenRob joined GM Holden in October 2016 as General Manager Customer Contact, responsible for Customer Contact Strategy, Contact Centers including Digital Responses, Dealer Support and driving continuous improvement across the business.Prior to this Rob moved to Australia from the UK in May 2014 working at Telstra as Director, Advocacy Program. He was responsible for oversight of customer experience and advocacy programs introducing methods for building capability in teams and leaders to better respond to the requirements of customers and make systemic improvements.Prior to 2014, Rob was Systems Thinking lead for Aviva worldwide having introduced improvement methodologies into the UK business in 2008 as a means of improving customer service in the Life & Pensions areas. Rob continued to lead improvements across Aviva and Systems Thinking is now a recognized part of the core strategic capability set.Rob worked in senior Customer facing roles in a number of the Aviva businesses, focused on business turnarounds and significantly improving customer experience. Prior to this Rob worked in Finance and operational roles through a number of mergers and acquisitions at Aviva.Rob is a qualified accountant and a people centric, customer focused leader. He prides himself on harnessing the passion and energy of individuals and teams to create higher levels of performance. He is an experienced practitioner and leader of customer service improvement and process improvement methodologies.
GM Holden

Case Study – The Role of AI and Chatbot in Customer Engagement

  • Putting chatbot alongside human agents to provide optimized, top-notched and cost-effective customer engagement
  • The realities of what can be achieved today with chatbot
  • The foundation to evolve chatbot and AI into an effective customer engagement strategy
  • How to get started without breaking the bank
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Adam Spence
Managing Director, ANZ, [24]7
Former Head of Customer Service, Vodafone Qatar

Adam Spence has 20 years of experience in driving and implementing many leading contact center and customer experience initiatives at enterprises. In his first 14 years at Vodafone Australia. Adam drove the implementation of many leading network infrastructure and call center initiatives and created the world acclaimed and award winning “Lara” speech application. Adam was also part of Vodafone’s Global Customer Management Group where he assisted other Vodafone markets with the implementation of speech recognition solutions.

In 2009, Adam joined Nuance Communications as Asia Pacific Director for Mobile Care, working with APAC carriers and enterprises on development and deployment of their Handset Self-Care and Virtual Assistant programs.

In 2014, Adam re-joined Vodafone to head up Customer Care, Experience and Digital Transformation at Vodafone Qatar. One of the highlights is the deployment of the 24/7 Virtual assistant (“Hani”), Next-Best-Activity program and Net-Promoter-Score platform across all touch points as well as the operational management including customer care, billing and collections.

Adam joined [24]7 in late 2016 as the Managing Director for ANZ, where he leads business development, planning and operation of [24]7 business and customers in the Australia and New Zealand region.

Adam is also currently studying for his Masters in Digital Marketing from the Digital Marketing Institute.

15:40 Afternoon Refreshment & Networking Session

Contact Center Culture Transformation: Creating a Culture of Customer-Centricity in your Organization

  • Learning how to align your organization’s culture into customer’s needs and demands
  • Breaking down functional silos to ensure employees are empowered with right the information to help with making business decisions in your contact Improve Engagement, Develop Personalization with Effective Customer Data, Insights and Analytics
  • Implementing customer-centric strategies to reduce customer churn and building customer loyalty
  • Providing trainings to frontline call Improve Engagement, Develop Personalization with Effective Customer Data, Insights and Analytics to deliver consisent knowledge on branding, value and culture

Tom Mulligan
Head of Customer Experience

Obsessed by designing and delivering incredible customer experiences, Tom is a future-focused CX Leader constantly striving for innovation and anticipating expectations of customers.  Tom has worked as part of Operations and Contact center environments for over 12 years and most recently at Sportsbet has been striving to deliver the best possible service experience for the customer. Tom has achieved success in a range of fields including analytical insight, process design, quality and project delivery.  Through Tom’s 3 years at Sportsbet he has learnt a great on how to share customer insights, get business buy in and achieve tangible customer outcomes.

16:45 Panel Discussion: The Best Practices for Optimizing Digital Customer Care Experience in Contact Centers

  1. Learn how to measure the best practices in identifying customer’s interaction with your organizations
  2. What are the changes, action and impact in positioning your brand and solidifying customer loyalty?
  3. Convert your digital customer experience efforts into tangible business benefits
  4. Sharing of success stories in retrieval practices


Antoine Casgrain, Head of Wealth Direct Services (WDS), National Australia Bank (NAB) / MLC


Carly Irving, A/Executive General Manager Customer and Corporate Relations, Energex

Rob Brown, General Manager Customer Contact, GM Holden

Nikoletta Buschkuehl, Head of Insights and Customer Engagement, iSelect



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17:30 Q&A Session & Closing Remark by Forum Chairperson
17:35 End of Day 1

Champagne Networking Session

Champagne Networking Session

Enjoy a glass of champagne whilst networking with other like-minded individuals on topics that are of most interest to you and fellow delegates.

09:00 Highlights on Forum Day 2 Key Sessions by Chairperson  
Isabella-Villani_112x128 Isabella Villani
Managing Director
Exceed Global

Isabella Villani is an industry expert in customer experience, employee experience, business transformation and omnichannel strategy. She is currently director of her own company, Exceed Global ( Her book Good to Great CX: Customer Experience Strategy to Execution ( was published globally in September 2016 by Major Street Publishing.

As an industry expert in CX renowned for leading high-performing teams, Isabella has extensive experience in business optimization, process improvement, change management, program management and training development and facilitation. She has provided consultancy services to companies in banking and finance, telecommunications, health, infrastructure and resources, as well as to government and not-for-profit organizations.

Agile, multidisciplinary and client-focused, her company Exceed Global provides innovative best-practice consulting and talent solutions to help businesses solve problems, increase profitability, gain market advantage and achieve operational excellence. The team listens to each client’s unique needs, then collaborates and engages to deliver tailored outcomes in both strategy and implementation.

Isabella has workplace certifications in Six Sigma (Black Belt), Kaizen, Systems Thinking Design, Agile and CompTIA Project Management. She has a degree from La Trobe University and has also gained Executive Coaching qualifications and a Certificate IV in Workplace Training and Assessment.

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09:10 Opening Keynote Address

Case Study – Create Happier Customers with Powerful Voice of Customer Programs

  • Analyzing customer’s feedback through digital channels which enable organizations to provide greater experience and creating different experience platforms
  • Using data and journey mapping to identify customer touch points and demands
  • Studying your organization’s strategies that have helped to ensure customer voice is incorporated in digital transformation
Rohit Mandanna
Program Manager & Head of Customer Centric Program
Office of Environment and Heritage (NSW)

Rohit is a senior leader with over 16 years’ experience in strategy, customer experience and business growth across large organizations ranging in sectors from financial services, government and consumer goods. Rohit is driven by curiosity and powered by passion to solve problems that truly make a difference to the lives of customers. His passion for the customer was developed very early in his career, during his first role with Tata Global Beverages, the world’s second largest tea and coffee company. He also spent 10 years at AMP, and in his last role there was the Head of Business Growth and Performance, responsible for driving customer centered growth. He is currently with the NSW Government, leading the Customer Centric Program for one of its flagship agencies, and is responsible for improving the quality of services and experiences for the people of New South Wales, which includes the Voice of Customer program.

Rohit has a Master’s degree in International Business from the University of Melbourne, an MBA from the Australian Graduate School of Management, is a certified Design Thinking practitioner and a Certified Practising Marketer (CPM) from the Australian Marketing Institute.

Rohit love’s bringing ideas to life, and focusing on understanding the ‘purpose’ and the ‘why’ in order to inspire others to join the causes he is committed to.


Key to Implement Speech Recognition IVR in Optimizing Omni-Channel

  • Introducing Augmented Reality to provide and build a new element in customer care experience
  • Addressing the key element of using the IVR design feature
  • Learning intelligent IVR attempt to contain free-ranging interaction within an automated system
  • Increasing contact center capacity by implementing the IVR without agent interaction

Maloy Patnaik
Associate Director – Digital, AI and Robotics Automation

Maloy Patnaik has been a strategist and digital partner advising and supporting the top Australian companies for over 15 years.

Providing actionable strategic guidance across the entire marketing and digital ecosystem, Maloy brings a combination of CXO level planning, delivery and media experience in a fast-changing global market. He is a strategic thinker and thought leader who anticipates market changes and helps change and guide businesses accordingly.

In his current role with Infosys, Maloy is instrumental in helping Australian retail organizations navigate the complex digital landscape of mobile, social, analytics and automation to develop simpler and more efficient business operations and customer service models.

Maloy can be reached at @maloypatnaik on Twitter.

10:40 Morning Refreshments & Networking Session

Embracing and Humanizing Digital Self Service Channels: Creating a Personalized User Experience in Self Service Channels

  • Dealing with aspect of digital channels to create a personalized experience at every touch point in customer experience lifecycle
  • Understanding the key elements in integrating digital channels to current tradition that enable to offer customer more personalized and unique service experience
  • Recognizing your customer and engage them according to their communication preference and leverage on their previous behavior to design personalized user experience
  • From Social Media to Creating Communities

Glenn Miller
Director, Customer Strategy & Experience
Lupo Digital

Glenn is an expert and specialist in digital strategy and online marketing. With senior management experience covering a variety of sectors and channels, Glenn leverages digital technologies, the internet and a variety of marketing activities to transform,​ sustain, innovate and grow businesses. Glenn continually pushes the boundaries, increases the benchmarks and produces winning results.

As Director of Lupo Digital, specializing in Customer Strategy and Experience, Glenn manages his team to deliver cross-channel online marketing experiences and strategy programs across various industry aspects including: inbound marketing strategy, digital marketing automation and workflows, content alignment and creation, brand and persona development and partnerships (EG: Google) for both Australian and International companies and brands.

Glenn has developed and delivered training and workshops to businesses in the areas of: Digital Strategy, Online Marketing (Branding & Literacy), Google and Analytics, Email Marketing, PPC Advertising and Social Media and Communications Planning.

Glenn holds a Bachelor’s degree in Informatics with dual major in Business Management and Marketing. As a regular and lead contributor on the subject of augmented experiences (Bots, Chatbots, AI, AR), contributing as a writer on LinkedIn Pulse,, and (Chatbots Life and Chatbots Journal), Glenn holds the badge of Top Writer in Artificial Intelligence.


The Next Generation of Customer Care Experience: How Embracing Customer & Employee Engagement Empower in Omni-Channel

  • Illustrating the complexity, real challenge of understanding how to engage customer online in your organization
  • Sharing best practices in providing effective seamless services to customers and employees through Omni-channel interaction
  • Engaging real-time social media and multi-channels to improve agent performance and customer experience
David McQueen
Thought Leader in Customer Experience – Innovation – Cultural Transformation – MBA
Westpac Group

David is currently the State Manager of Westpac’s digital home lending channel Connect Now. With a deep seeded passion for ‘helping people’, he has also led large multi-site teams across NAB, the leading online bank Ubank & St.George Bank’s largest retail metropolitan division, producing in each an impressive uplift in customer engagement levels, but equally a team of happy people.  He has a reputation as both a strategic thinker, yet also a leader that loves to be on the ground.David lives by simple principals of kindness and care, bundled up in a competitive, energetic spirit that gets all those who work alongside him excited and enthused for life. His passion lies in combining the benefits that technology offers with a highly engaged workforce, that ultimately leads to excellent commercial and customer outcomes.David is currently in the last year of his MBA at the AGSM, is half-way through writing his first book, and recently co-founded ‘The Leadership Project’, a think tank on all things leadership.

12:30 Reserved for Gold/Platinum Sponsor for Project Showcase
12:50 Networking Luncheon


In order to succeed in today’s competitive markets, it is important for businesses to discover new opportunities and insights to ensure that your brand stands out from your competitors. In these sessions, you will explore new and positive ways in implementing predictive analytics to enhance customer experience, using self-service channels as the first point of contact for customer service and differentiating offshore / onshore contact center fitting in your organization.


Designing Effective Self-Service Channels: Improving Automation Without Losing the Human Touch

  • Exploring best practices to educate and incentivise customer for increased uptake and usage of self-service options
  • Identify what are the key performance indicators in measuring the effectiveness of automated self-service channels
  • Developing a frictionless customer-centric strategy with the optimal blend of automation and human interface

Claire Hayes
General Manager – Digital Operations and Transformation for Business Customer
Telstra Digital

Claire Hayes is passionate about building strong, digital teams who solve old business/customer experience issues with new innovative digital solutions.

Currently Claire is the General Manager of Operations and Transformation for Business Customers. My team and I run the website and online tools that Telstras B2B business customers use, from the smallest Sole Trader to the largest Enterprise customer. She has 13 years digital experience in both B2B and B2C at Telstra, Westpac and consulting with BDO. She holds a Bachelor of Commerce (Hons) and Masters of Applied Commerce both from Melbourne University.


Case Study – Social Listening: Integrating Social Media in your Contact Center to Drive Digital Customer Experience

  • The “historical” call center moved to “connection” contact center – is your organization ready in adopting?
  • Discover how you can use social media to enhance customer experience
  • Learn how you can continuously keep your finger on the pulse of the customer sentiment in the social networks
  • Enhance your organization’s ability to evaluate user data from social media channels

Bianca Bowron-Cuthill
Head of Customer Service & Support
Intuit QuickBooks Australia

Bianca is head of customer care and the immediate past product leader for Intuit Australia. She has more than 17 years’ IT experience with expertise in the accounting and technology sectors. Bianca previously worked for companies including MYOB, Solution 6 and Telstra where she undertook key internal and external facing roles encompassing customer care, product (development and management), consulting and operations. Bianca is also an experienced leader in building a culture of innovation, project management and business process improvement. In addition, she’s worked extensively with development teams using lean and Agile methodologies. Bianca lives in Sydney and is passionate about solving customer problems, building high performing teams, and coaching people in health and wellness to maintain balance in their personal and professional lives.

15:40 Afternoon Refreshment & Networking Session

Conducting a Customer – First Orchestra

  • Customer service’s pivotal role in connecting sales, marketing, CRM, marketing automation and digital
  • Differentiating with a friction-free flow of experience
  • Generating leads, nurturing customers and influencing recurring revenue
  • Transitioning from campaigns and transactions to journey-driven, customer lifecycle service, sales & marketing

Mitchell Mackey
Marketing Director
Ansell Limited

A global, commercial marketing executive with a record of delivering for Mercedes-Benz, Ansell and professional services consultancies, Mitchell is committed to marketing earning the right to define and project the customer experience as the primary driver of competitive advantage. In an era of rapid product and service commoditization, Mitchell is convinced that the customer experience matters now more than ever. Prior to joining Ansell Limited, where he is their Marketing Director, Mitchell enjoyed nine years with Mercedes-Benz in global, regional and national marketing roles. Mitchell has been recognized by CMO Australia magazine as one of the nation’s top 50 marketers in both 2015 and 2016.

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Panel Discussion: Customer Care 2020: Is Automation the Future of Customer Care?

  1. What will the future of “Customer Care” looks in the next 5 years?
  2. Going beyond the vision – the key steps to operating your digital strategies
  3. Prediction of the future of digitalization customer care experience in 2020
  4. The insights of digital customer care and success stories sharing


Isabella Villani, Managing Director, Exceed Global


Rohit Mandanna, Program Manager & Head of Customer Centric Program, Office of Environment and Heritage (NSW)

David McQueen, Thought Leader in Customer Experience – Innovation – Cultural Transformation, Westpac Group

Claire Hayes, General Manager Digital Operation & Transformation, Telstra Digital

Bianca Bowron-Cuthill, Head of Customer Service & Support, Intuit QuickBooks Australia

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Q&A Session & Closing Remarks by Forum Chairperson


End of Day 2


Pre-Forum Workshop A:

Best in Class Digital Care: Creating a Powerful Omni-Channel Contact Center for Your Organization


“Digital transformation” is an emerging generation that is radically changing the rules of customer engagement. Transforming customer engagement and experience from traditional to digital platforms require systematic planning. It is a process of recognizing the revolutionary changes to business, marketing, and technology practices that are needed to survive and thrive in these unforgiving times. Understanding the behaviours, preferences, demands and expectations of the new generation of digital customers will ensure sustainable success for companies in this new digital era.

This session aims to guide participants to follow the journey of recognizing and mapping the key steps in implementing successful digital customer service experience via digitalized channels in a contact centre and uncover the relationship between technology and the evolution of customer behavior.

Key Takeaways:

  • Mapping and understanding Digital Customer Experience and guides on transformation
  • Moving from Traditional to Omni-Channel requirements – what you need and what it takes
  • Outlining the relationship between technology and the evolution of customer behaviour
  • Changing your organization’s culture to become more customer-centric while taking a completely different approach in adopting and using technology to ensure sustainable success in the new digital era
  • Mastering the Customer Experience strategies that relate to the new generation of customers and understanding their digital preferences, expectations, demands and decision making process in the virtual marketplace

Roger Christie
Managing Director

Roger founded Propel to ensure all levels of organizations understand the potential to improve customer experience through the development and adoption of strategic social capabilities. While many other consultancies and agencies in the market focus on social media channel and campaign activities, he has demonstrated the value behind improving business performance through social capabilities aligned with organization and customer needs.

Over the past decade, Roger has helped clients realize the potential to improve business practices through social customer care, creating more efficient, effective and personalized services capabilities. He has worked with clients including the ATO, Commonwealth Bank, Westpac, IAG, Queensland Government, Suncorp Group, International Trade & Investment, IBM Australia & New Zealand, Telstra, Austrade and British Airways.

Roger is also an active industry figure as a TEDx speaker, Australian Institute of Company Directors advisor, and conference speaker. He is also a Director for the National Children’s & Youth Law Centre based in Sydney.

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14:00 – 17:00

Pre-Forum Workshop B:

Designing Effective and Highly Personalized Self-Service Digital Customer Care

The Future of Customer care is highly engaging and deeply personalized self-service tools. Customer care is evolving: When purchasing online, 71% of visitors expect help within five minutes and 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries.

This program is designed to help you develop highly personalized self-service digital channels. By identifying your customer journey map and touchpoints across your self-service channel, you will learn how to design an effective and highly personalized self-service digital customer care that leverages effective communities, social engagement, forum and live chat and more. You will discover how to automate self-service channels but yet deliver and improvement in overall experience.

Join this workshop, to understand how to integrate self-service channels into your contact center today to gain invaluable insights into what your customers care about, and be more effective in designing your customer experience and operational strategies in contact center through case studies drawn from multiple industries and customer-experience frameworks and step-by-step customer touch points roadmaps that work in a contact center.

Key Takeaways:

  • Identify your customer journey map and touchpoints across your self-service channel and design an effective e-care that connects all touchpoints coherently
  • Embed Voice of Customer into your self-service channel to measure effectiveness and collect feedback
  • Understand pain points of customers during their self-service interactions and identify what you can do to resolve them effectively
  • Reaching out to impactful digital channels without high cost involved
  • Learn how to continuously keep your finger on the pulse of the customer sentiment using social networks
Anne-Lee-Archer-112x128 Anne Lee-Archer
Digital Transformation & Online Growth Strategist
Former SEO Manager & Head of CRO at Resolution Media

Anne is a Certified Practising Marketer and Fellow of the Australian Marketing Institute (CPM FAMI) with over 20 years experience in sales and marketing for companies both nationally and internationally, from startups through to enterprise level.

Anne has consulted to Telstra Digital, Virgin Money, Zurich Insurance, Aussie Home Loans, Beiersdorf (NIVEA & Elastoplast), Tourism Australia, Cellarmasters (Woolworths Liquor Group), Archfashion, Musica Viva, ActionAid and many other organizations on digital strategy and developing more effective self-service experiences for customers.

Anne is a data-driven marketer who specializes in digital strategy, technical SEO, CRO & user journey mapping, IA restructures, pay-per-click advertising, marketing automation, social media and video, analytics and the latest martech solutions in personalization.

Since establishing her own business, 8VA Marketing has quickly grown into a dedicated team of digital experts and developers, who produce end-to-end, seamless omni-channel customer experiences. The business currently has clients in Brisbane, Sydney, Newcastle, Melbourne, Launceston and Perth. The primary focus of all 8VA Marketing’s work is to increase traffic, improve the user experience, grow conversions, and find the most cost effective solutions for clients, many of whom are SMBs on limited marketing budgets.

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