DELIVERING A SEAMLESS CUSTOMER EXPERIENCE THROUGH UNITING
THE CUSTOMER CONTACT CENTRE AND DIGITAL CITIZEN SERVICES
22-23 OCTOBER 2024 - LEGENDS ROOM, MELBOURNE CRICKET GROUND
Conference Day One: Tuesday, 22nd October 2024
9:00 am - 9:05 am
IQPC Address
Alexandra Craggs -
CX Portfolio Director,
IQPC
9:05 am - 9:10 am
Chair's Opening Remarks
9:10 am - 9:25 am
Ministers Address |
9:25 am - 10:05 am
Panel Discussion | Driving Change and Innovation Through Complex (and not Digital-First) Organisations
Jarrod Howard -
Deputy CEO Customer Services Delivery Group,
Services Australia
Ben Thompson - Director Community, Culture and Customer Experience, Waverley Council
This panel will explore strategies and insights for implementing change and fostering innovation within complex organizations, particularly those that have not primarily focused on digital-first approaches, addressing the unique challenges and opportunities they face in the evolving business landscape.
10:05 am - 10:35 am
Partner Address |
10:35 am - 11:05 am
How the Right Tech Investment Can Transform Company Culture and Customer Experience
Linda Sperring -
Executive Director Service Delivery,
Department of Mines, Industry Regulation and Safety, Western Australia
Kate Allanby - General Manager, Department of Mines, Industry Regulation and Safety, Western Australia
Pran Chhabra - Executive, Department of Mines, Industry Regulation and Safety, Western Australia
In this session, the Department of Mines, Industry Regulation and Safety, Western Australia will share how their recent investment in a new knowledge management and communication tool has transformed operations – delivering not just customer contact, but excellent customer experiences – and revitalised working culture.
Linda Sperring
Executive Director Service DeliveryDepartment of Mines, Industry Regulation and Safety, Western Australia
Kate Allanby
General ManagerDepartment of Mines, Industry Regulation and Safety, Western Australia
Pran Chhabra
ExecutiveDepartment of Mines, Industry Regulation and Safety, Western Australia
11:05 am - 11:35 am
Morning Break
INTERACTIVE DISCUSSION GROUPS
This is your chance to make your conference experience truly interactive and collaborative. Join your industry peers to discuss and work through pressing challenges around the topic of your choice. Each round will last 20 minutes, giving you the chance to rotate and discuss three topics.
11:35 am - 1:10 pm
Interactive Discussion Group’s
Join our focused interactive discussion groups to hear from other experts on topics of interest and discover the challenges that others are facing, and the roadmaps and technologies for success.
Each IDG will run for 30 minutes and delegates will be able to select three to join.
11:35 am - 1:10 pm
IDG A: Enhancing Self-Service
11:35 am - 1:10 pm
IDG B: Employee Engagement & Excellence
11:35 am - 1:10 pm
IDG C: Unlocking Technology
11:35 am - 1:10 pm
IDG D: Customer Feedback
11:35 am - 1:10 pm
IDG E: Digital Transformation and Innovation
1:10 pm - 2:10 pm
NETWORKING LUNCH
2:10 pm - 2:25 pm
How do you design self-service with all customers in mind?
1:25 pm - 1:40 pm
Partner Address |
2:40 pm - 2:55 pm
How do we measure success of self-service options for customers?
2:55 pm - 3:10 pm
What are your key learnings on the self-serve journey?
3:10 pm - 3:25 pm
Speed Networking Refresh |
3:25 pm - 3:40 pm
Afternoon Tea
3:40 pm - 4:00 pm
People Challenge 1 |
Darren Sutton -
Associate Director,
HealthShare NSW
4:00 pm - 4:20 pm
People Challenge 2 | Driving Agent Ownership of their Activities
Darren Lee -
General Manager: National Contact Centre,
Oranga Tamariki - Ministry for Children
In this session, Darren Lee will discuss how the contact centre at Oranga Tamariki – Ministry for Children – has restructured to better manage calls by geography, which has resulted in increased ownership and investment in regions by agents.
4:20 pm - 5:00 pm
Panel Discussion | Employee Engagement and Excellence
Jasmyne Munro -
Head of Customer Experience,
Lake Macquarie City Council
Sophie Uldrich - Senior Manager Customer Service, Transport Accident Commission
Paula Majumdar - Former-Information systems & Technology (IST) Customer Experience Lead, New Zealand Parliament
Bo Robertson - General Manager, Operations Management Division: Customer Service Delivery Group, Services Australia
Steven Short - Manager, Customer Service, Australian Financial Complaints Authority
This panel will examine the critical role of employee engagement in driving organizational excellence, discussing innovative approaches and effective strategies to motivate and empower staff, enhance workplace culture, and achieve higher levels of productivity and job satisfaction across diverse industries.
Paula Majumdar
Former-Information systems & Technology (IST) Customer Experience LeadNew Zealand Parliament
Bo Robertson
General Manager, Operations Management Division: Customer Service Delivery GroupServices Australia
