Agenda

Conference Chairman: Antoine Casgrain, Director of Workforce Planning, National Bank of Canada

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 Center 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).

• Why rating your organization’s level of digital maturity is essential to creating your digital strategy?
• How to map your digital maturity
• Assess and benchmark your level of digital maturity in comparison with its own sector and geographic markets

Speaker: David Turner, Head of Digital Transformation, RFi Group

With over 15 years’ digital industry experience that spans digital strategy development, software and system development, business process improvement and digital marketing, David is uniquely qualified to turn any business into a digitally enabled leader. He has advised and consulted hundreds of Australian businesses as well as their executive teams and lead policy-makers, third-party vendors, and business professionals through new digital initiatives along with the required change management process.

• Outlining your organizational goals and objectives
• Developing a digital operating model that works
• Mapping the organizational capabilities and changes required

Speaker: Jon Cumming, Chief Digital Officer, ACT Government

Jon Cumming was appointed in August 2015 as the ACT’s inaugural Chief Digital Officer. Jon’s mission is to drive the digital agenda and lead the whole of government digital strategic direction to ensure that the ACT Public Service is digitally innovative, dynamic and capable in its service to the community.

• Embracing disruptive innovations in the digital age
• Adapting your business strategies to accommodate changes in the market
• Staying ahead of your competitors by providing superior customer experience

A proven leader and innovator with extensive digital platform, marketing, ecommerce and sales expertise covering all areas of digital marketing, technology and process design, and platform integration both B2B and B2C, Jethro is a digital leader who has delivered success for some of the world’s leading brands across a wide variety of sectors including financial services, software as a service (SaaS), IT, and manufacturing and technology across channel execution, platform integration and successful strategic execution both in the APAC region, in the UK, and for global strategic execution.

• Removing barriers to customer engagement through effective self-service channels
• Ensuring user adoption of self-service channels
• Optimizing digital self-service for positive customer experiences

Joanne has recently moved into the Customer Experience realm after 15 years in Marketing where she has held roles across a variety of industries including professional services, financial services, travel and IT. In addition to CX responsibilities at Hudson, she also manages the Project Management Office which oversees large projects that enhance the quality of all interactions, human and digital, along the customer journey.

Exploring Design Thinking to Drive Innovation and Competitive Advantage

• Embracing digital change and innovation
• Customer-centric design: looking out from the inside – rather than outside in
• Finding simplicity in complexity and improving the quality of customer experiences

Speaker: Dori Miller, Business Design Manager, Telstra

Dori Miller has 21 years experience in design and design research. At Telstra, she is leading the Design Thinking movement that elevates the quality of design and customer experience, re-imagining the way we innovate and solve complex problems.

• Capturing cross-channel insights
• Prospect / Customer decisioning (including online behaviors)
• Creating personalized, digital experience in real-time

Robert is a digital transformation consultant, assisted major organizations, primarily within the banking and telecommunication sectors, to maximize the value that they deliver through their digital channels and platforms. He is a veteran in the digital space with a significant amount of experience across a wide range of customer touch-points, platforms and technologies. He assisted  large organizations like UBank/Nab, Vodafone, Optus and Hema to break down silos, ensure that all interactions, including offline interactions, are captured and relevant data is included in customer decisioning. He then ensures that personalized, cross-channel digital experiences can be created in real-time based on this insight.

• Evaluating business strategies, methodologies and finding the best fit for your organization
• Developing and implementing an agile, customer-focused approach
• Best practices and strategies

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

Panelists:

Jethro Grainger-Marsh, Head of Regional Digital Marketing, Asia Pacific Operations, Fuji Xerox

Joanne Stone, Director of Customer Experience APAC, Hudson

Dori Miller, Business Design Manager, Telstra

Conference Chairman: Antoine Casgrain, Director of Workforce Planning, National Bank of Canada

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 Center 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).

• Why transformation doesn’t look the same for everyone
• Utilizing tools and technologies appropriate for your organization
• Adopting a customer-centric approach always

Speaker: Gavin Merriman, Head of Digital – Global, Nude by Nature

Gavin Merriman is currently the Head of Digital – Global at Nude by Nature. He oversees the expanding role of digital to encourage customer advocacy & organic brand growth whilst rolling out global eCommerce in new international markets.

• Improving productivity and service delivery in the digital age
• Creating positive digital experiences for your customers
• Building consistency in service delivery and digital

Speaker: Peter Buckmaster, Director, Digital Services, NSW Department of Education

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.

• Preparing your organization to prioritize content
• Content frameworks and strategies
• The importance of back-end systems, processes and taxonomies to enable personalized multichannel content experiences

Speaker: Danielle Cerin, Multi-Channel/Digital Manager, Janssen, Pharmaceutical Companies of Johnson & Johnson

Danielle Cerin has over 15 years of experience leading digital strategy, digital campaigns, web development, and social media for a range of organizations. She is currently the Multi-Channel Manager for Janssen Pharmaceuticals, leading 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.

• Why bean counters wouldn’t fund big bang
• Using ROI-driven programs stages to win transformation budget
• Using a digital transformation framework to win board approval

Speaker: Graeme Jeffrey Boorer, Senior Partner, Customer Strategies International Pty Ltd

Through sixty customer and digital transformation programs across seventeen industries, in private and public sectors, Graeme has helped senior executive teams move from “product centricity” to “customer centricity”, create great customer experience and deliver measurable financial returns. His engaging presentation skills, powerful case histories and pragmatic approach has inspired senior executives to plan and implement business outcome focused, self-funding initiatives; the only true hallmark of successful digital and customer transformations.

• How will AR/VR dramatically change how customers interact with brands, products and information?
• How to influence buyers at point-of-purchase with AR/VR
• Branding in 3D space: Using VR and AR to enhance brand engagement and product information
• How the UX and UI will need to be altered to accommodate a mixed reality world

A Senior Digital strategist with over 15 years in Fortune 500 companies including Manufacturing, FMCG, Technology and Software, Joe is tasked with researching the latest digital technologies for 3M. He has developed expertise in identifying new trends in a wide range of digital media from gaming to social media and the rise of mobile. Joe is now exploring the Augmented & Virtual reality technology potential and how it will merge the digital and physical worlds to transform customer experience.

• Designing and embracing the digital workplace
• Creating an innovative and collaborative culture
• Maximizing human capital engagement and performance

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

Gerard Smith is Senior Manager – eBusiness and Contact Centre at Teachers Mutual Bank and is responsible for the organization’s banking and communication channels: website, internet, mobile and telephone banking; contact centre, and the company intranet. He 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 Centre team to State and national success at the 2014 Auscontact Awards..

• Understanding the core of what your customers want and need
• Integrating both strategies for maximum effect
• Becoming a digitally mature enterprise that provides excellent customer experience

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

Panelists:

Jethro Grainger-Marsh, Head of Regional Digital Marketing, Asia Pacific Operations, Fuji Xerox

Sergey Denisov, Digital Transformation Architect, AMP Capital

Robert Geerdink, Digital Transformation Consultant, Offline2Online

In the digital age of disruptive innovations and increasing customer empowerment, digital transformation is vital to organizations ability to stay ahead of the cut-throat competition. However, over 80% of global businesses lack the necessary digital strategies and skills, according to McKinsey & Co. This translates into poor customer experiences that result in dissatisfaction and lower loyalty and retention, thus hurting the bottom line and endangering the organization’s survival.

This workshop aims to provide participants with the knowledge and skills to design and implement a digital strategy that places customers at the heart of the business. Learn to integrate people, tools and technologies in the digital sphere that enables your organization to provide seamless and excellent customer experience, ensuring you remain competitive and relevant in today’s digital age.

Key Takeaways:

• Overcome departmental silos to establish a unified digital strategy
• Create a digital vision and operating model centered on the customer
• Develop and enhance digital competencies through people, tools and technologies
• Transform customer experience through customer-centric innovation and change

Workshop Leader: Jethro Grainger-Marsh, Head of Regional Digital Marketing, Asia Pacific Operations, Fuji Xerox

A proven leader and innovator with extensive digital platform, marketing, ecommerce and sales expertise covering all areas of digital marketing, technology and process design, and platform integration both B2B and B2C, Jethro is a digital leader who has delivered success for some of the world’s leading brands across a wide variety of sectors including financial services, software as a service (SaaS), IT, and manufacturing and technology across channel execution, platform integration and successful strategic execution both in the APAC region, in the UK, and for global strategic execution.

Jethro has delivered strategic digital marketing including go to market and business strategy and business transformation, and is skilled at building credibility and relationships across business lines to achieve objectives. He enjoys developing and leading high performing, motivated cross functional teams. A mentor and an advocate of driving direct online sales activation and engagement, he is passionate about the integration of people, process, and technology required to truly achieve great digital experience, and deliver transformation for organizations and customers.

In the age of the empowered customer and increasing demand for effective engagement, customer centricity is key. A customer journey map tells the whole story of the customer’s experience: from initial contact, through the process of engagement to a long-term relationship with the organization. In this respect, customer journey maps put the customer front and center in the organization’s thinking. Companies that can design holistic customer journey maps and implement effective customer strategies stand to achieve enhanced customer loyalty and retention, thus ensuring long-term growth and profitability.

This workshop aims to provide participants with the knowledge and skills to design and implement a customer journey map that details all the touch points and experiences customers have with an organization. Learn to analyze the customers’ perspective of their relationship with your organization over time and across multiple channels, and utilize the insights gained to build better experiences for your customers.

Key Takeaways:

• Align overall organizational vision with specific goals for a customer journey mapping initiative
• Brainstorm all the touch points and channels of interaction between your customers and your organization
• Put all the pieces together, then refine and digitize your customer journey map
• Present the customer journey map in a visually compelling and engaging manner to gain management and stakeholder support
• Integrate the customer journey map into your customer-centric business decisions and continually review over time

Workshop Leader: Ian Aitchison, Chief Executive Officer, COPC Asia Pacific Inc

Ian Aitchison is the CEO of the Asia Pacific (APAC) region of COPC Inc. and has great expertise in Australian and Asian customer experience, contact center and operational strategy, having worked extensively throughout the region. He has more than twenty years of experience in the customer experience and contact center industry, marked by the consistent delivery of quality, service and process improvement that is the hallmark of the COPC® Family of Standards.

In addition to leading COPC Inc. in the Asia Pacific region, Ian provides management training and consulting advice to more than 25% of the world’s top 50 brands. He is a senior auditor for the COPC CSP Standard, is a Six Sigma Black Belt, 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.