Anila Fredericks

Head of Customer Service Operations Telstra

Anila Fredericks is Head of Customer Service Operations at Telstra. She leads teams managing the Network Operations Centre and the Service Desk that are focused on building, managing and developing end-to-end operational capability to deliver a world class customer service experience to Telstra customers. She strives to drive significant systemic improvements delivering uplifted capability, ensuring her team exceeds the customer’s expectations. Starting out as a graduate trainee, Anila went through job rotations in different parts of the business and a career focused on enhancing customer experience is what she chose. Keeping the customer at heart, Anila has built great credibility in managing high performing teams. She is passionate about diversity and is an active member of Telstra’s International D&I council. Anila has an Undergraduate Degree in Pharmacy and an MBA and Postgraduate Diploma in IT Systems. Spanning 20 years, her career has covered sales and service operations in highly competitive, high volume environments, consistently exceeding sales / service objectives and retaining client loyalty. These achievements have been built on sound planning and organisational ability, pragmatic decision-making, effective competitor analysis and innovative solutions to customer service and staffing problems.

Main Conference Day 1 - Wednesday, 17 July 2024

8:55 AM Opening Remarks by Conference Chairperson

9:00 AM Fireside Chat: Advisory Board Speaks! What Keeps Customer Contact Leaders Awake at Night?

  • Predicting evolving customer expectations – and trying to go above and beyond
  • Making personalised interactions with customers a reality in customer support hubs
  • Delivering the best possible service through Human-AI collaboration 

12:30 PM Fireside Chat: Integrating Artificial Intelligence for Personalised Customer Service and Support

  • Deploying chatbots and virtual assistants to provide round-the-clock support, answer frequently asked questions, and resolve common issues
  • Leveraging AI for sentiment analysis to understand customer feedback, identify areas for improvement, and enhance customer satisfaction
  • Implementing AI-driven predictive modelling to anticipate customer needs, proactively offer solutions, and prevent issues before they arise

5:20 PM Chairperson’s Closing Remarks and End of Conference Day 1

Main Conference Day 2 - Thursday, 18 July 2024

9:05 AM Opening Remarks by Conference Chairperson

9:10 AM Panel Discussion: Making Proactive Customer Service a Reality – How can the Industry Stay Ahead of Times?

  • Discussing the fundamental shift of contact centre agents to customer service experts
  • Understanding skillsets needed in “new-age” customer contact agents to deliver proactive service
  • Navigating roadblocks in making proactive customer service a reality and not a dream

1:50 PM Building a B2B Self-Service Powerhouse for Seamless Customer Engagement

·        Exploring user-centric design in creating self-service platforms tailored for B2B customers

·        Using intelligent chatbots within corporate customer support portals for real-time assistance and self-service options

·        Discuss the importance of ongoing monitoring, feedback loops, and agile development methodologies to continuously improve self-service offerings

3:20 PM Panel Discussion: Turning Customer Satisfaction to Advocacy for Added Value

  • Understanding the crucial role of customer contact functions and service hubs in driving customer advocacy
  • Enhancing Customer Lifetime Value and retention rates to improve advocacy
  • Discussing best practices in turning customer advocacy into improved business success

4:10 PM Chairperson’s Closing Remarks and End of Conference

Check out the incredible speaker line-up to see who will be joining Anila.

Download The Latest Agenda

In Partnership With :

CCW Digital

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