15 - 16 October, 2019 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Exchange Day Two: Tuesday 30th Oct 2018

7:45 am - 8:50 am Breakfast & Registration

8:50 am - 9:00 am Chairperson's Opening Remarks

9:00 am - 9:40 am Next-Gen Service: Reducing FTE And Improving Customer Experience Through A Digital-First Service Model

Grant McBeath - Interim CEO Spark NZ Home, Mobile and Business, Spark New Zealand
The Goal: Creating a lean, digital-first contact centre model.
The Solution: Investing in digital and mobile experiences; Automating low-sentiment, high volume customer interactions through digital and AI-powered capabilities; With the Agile organisation structured, customer journeys are streamlined to remove workload and deliver amazing customer experiences.
Tools used: chatbots, virtual assistants, mobile applications, predictive analytics.
The Results: 25% Y-o-Y reduction in contact centre FTE; 25% reduction in voice calls; Increase in chat-based service delivery from 7% of total customer interactions in 2016 to 28% in 2018; Virtual assistants and chatbots address 25% of all chat-based customer interactions.

He shares insights into this journey around:

  • Focusing the business on designing out friction in its business processes
  • Understanding the push and pull levers across customer segments to tailor relevant service experiences and digital adoption
  • Making data the foundation of service experiences
  • Implementing outcome based accreditation to rebuild a high performing culture.
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Grant McBeath

Interim CEO Spark NZ Home, Mobile and Business
Spark New Zealand

9:40 am - 10:20 am PANEL DISCUSSION: Planning For Success: Tailoring An Omni-Channel Service Strategy Driven By The VOC And Data Analytics

Craig Mendel - Head of Customer Contact, TAL
Lauren Reid - Head of Insurance Direct Service, MLC Insurance
Megan Papadopoulos - Head of Call Connection, Bendigo & Adelaide Bank
Digital tools and channels promise great cost-efficiencies but inadequate planning and change management can subdue the benefits derived. Is our digital experience driving value for the business and customers? Should we offer customers all channels or should we teach them to adopt certain behaviours? Have we got adequate skillsets and resources to deliver on the proposed change? Answering these crucial questions and more, our leaders address how they balance cost efficiency with customer satisfaction through a contact centre strategy:

  • Leveraging VOC to integrate contact centre operations into the end-to-end customer journey
  • Changes with contact centre leadership and management in a digital-first ecosystem
  • Identifying the most relevant channels for your customers through data analytics on customer interactions
  • Ensuring adequate resourcing of staff and skillsets for your service requirements
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Craig Mendel

Head of Customer Contact
TAL

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Lauren Reid

Head of Insurance Direct Service
MLC Insurance

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Megan Papadopoulos

Head of Call Connection
Bendigo & Adelaide Bank

10:20 am - 10:40 am Morning Tea & Networking Break

Room One

10:40 am - 11:45 am BrainWeave™ - Chatbots And Virtual Assistants 101: Evolving From A Lucrative Concept Into A Successful Value Driver
Jenny Squire - General Manager Customer Operations, Genesis Energy
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Jenny Squire

General Manager Customer Operations
Genesis Energy

Room Two

10:40 am - 11:10 am One-to-One Business Meetings

Room Two

11:15 am - 11:45 am One-to-One Business Meetings

INTERACTIVE ROUNDTABLE DISCUSSIONS

Table A

11:50 am - 12:40 pm How Ready Are Your Channels, Systems And People For Digital Transformation?
Mark Baylis - Vice President, Customer Service and Digital Customer Engagement, Optus
Facilitator:
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Mark Baylis

Vice President, Customer Service and Digital Customer Engagement
Optus

Table B

11:50 am - 12:40 pm Converting Contact Centres Into Customer Insight Hubs Through Data Analytics
Luke Jamieson - Head of Service Centre, First State Super
Invited Facilitator:
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Luke Jamieson

Head of Service Centre
First State Super

Table C

11:50 am - 12:40 pm Reducing Customer And Agent Effort To Create A Seamless Service And Sales Experience
John Merritt - Head of Customer Care, EnergyAustralia
Facilitator:
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John Merritt

Head of Customer Care
EnergyAustralia

Room One

12:45 pm - 1:15 pm BrainWeave™ - Turning Conversations Into Results With Speech Analytics
Bridgette Dalzell - Head of Customer Service & Support, ANZ, Latitude Financial Services
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Bridgette Dalzell

Head of Customer Service & Support, ANZ
Latitude Financial Services

Room Two

12:45 pm - 1:15 pm One-to-One Business Meetings

1:15 pm - 2:00 pm Lunch & Networking Break

Room One

2:05 pm - 3:05 pm BrainWeave™ - Getting Your Workflow Management Program Up To Speed For Optimized And Efficient Resourcing
Fiona Booker - Head of Contact Centre Operations, Auto & General Insurance
Invited Facilitator:
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Fiona Booker

Head of Contact Centre Operations
Auto & General Insurance

Room Two

2:00 pm - 2:30 pm One-to-One Business Meetings

Room Two

2:35 pm - 3:05 pm One-to-One Business Meetings

3:10 pm - 3:50 pm Customer Obsession: How Latitude Financial Services Improved NPS By 20 Points Through Service Principles That Prioritize Customer Outcomes

Bridgette Dalzell - Head of Customer Service & Support, ANZ, Latitude Financial Services
While there are a range of technologies and solutions available to improve contact centre operations, deriving greatest value from these investments is down to how strongly an organization understands and prioritizes customer pain-points. At LFS, Bridgette leads a service transformation program through principles that improved NPS by 20 points in a span of 6 months. Setting an ambitious goal of a 60+ NPS, in this case study she shares the principles that enabled this improvement.

  • Bringing efficiencies to customer experience through a cloud-first service strategy
  • Using customer councils to understand service pain-points and needs
  • Tailoring a business and technology investment roadmap that differentiates customer experience and delivers positive outcomes
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Bridgette Dalzell

Head of Customer Service & Support, ANZ
Latitude Financial Services

3:50 pm - 4:30 pm Integrating Customer Channels Through An Omni-Channel Platform To Standardize Service Experience And Improve Resource Productivity

Amalie White - Head of Customer Interactions, Sunsuper
Over the last 12 months, Sunsuper achieved a remarkable 25% growth in funds under management. This means an increase in customer interaction volumes and the challenge of scaling personalized brand experiences that attributed to this growth in the first place. Addressing these challenges, Amalie shares her journey of transitioning to an omni-channel service platform that has improved handling of customer interactions and unified customer management strategy across contact centre, CX and back-office teams. She will highlight:

  • Standardizing and scaling of positive service experiences across channels through centralized channel management
  • Improving resource planning and management through cross-channel visibility of customer traffic
  • Change management efforts to adapt to a new way of service delivery
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Amalie White

Head of Customer Interactions
Sunsuper

4:30 pm - 4:55 pm Afternoon Tea & Networking Break

Room One

4:55 pm - 6:00 pm BrainWeave™ - Building, Engaging And Training Staff To Improve Business Culture
Amalie White - Head of Customer Interactions, Sunsuper
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Amalie White

Head of Customer Interactions
Sunsuper

Room Two

4:55 pm - 5:25 pm One-to-One Business Meetings

Room Two

5:30 pm - 6:00 pm One-to-One Business Meetings

6:05 pm - 6:35 pm Improving Service Delivery And Experience Through Automated, Data-Driven Customer Interactions

Megan Papadopoulos - Head of Call Connection, Bendigo & Adelaide Bank
Last year, Megan Papadopoulos took on the task of transforming Bendigo & Adelaide Bank’s contact centres – previously the largest source of
complaints within the business. The challenges? Long customer wait times, high call abandonment rates, clunky manual business operations
and siloed customer experiences. This case study documents how Megan transformed this environment and improved customer experience
through a program underpinned by the Voice of Customer, Operational Excellence, RPA and AI. Elements addressed in this presentation are:

  • Improving service delivery by integrating call centre operations into the end-to-end customer journey
  • Ensuring success of business process automation by measuring its effect on customer experience
  • Leveraging customer intelligence from service touch-points to trigger AI-driven front-end customer interactions
  • Personalizing staff coaching and training, using insights derived from voice analytics on calls
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Megan Papadopoulos

Head of Call Connection
Bendigo & Adelaide Bank

6:35 pm - 8:00 pm Networking Cocktails And Dinner