Contact Centre ANZ Series - February Edition 2023

Overview

In the last 3 years customer experience has quickly become one of the top priorities for organisations and it only continues to become more of a key factor to success.

We all know that CX and Contact Centre go hand in hand, so what happens when you ignore CX?

In an environment where low employee morale is a daily challenge, an improved employee experience with higher engagement results to better customer satisfaction and finally higher revenue.

In this edition we will cover:

Creating a culture with confidence and capability for frontline teams in mind

Encouragement and risk appetite in Management, Defining the reward in failure and learning from it

Tech and digital vs. direct relationship building.

Establishing diversity and thinking outside of the box to gain opportunities beyond the current sphere.

What to expect

• 20+ Sessions Full day program
• In-person attendees 150+
• Practitioner : Vendor 20:1
• Speakers 20+
• Tailored Interactions 1:1

What we will cover

• The Voice of the Customer Evolution of VoC Across The Business
• Evaluating Contact Centre Touch Points CX Strategies For Customer Touch points
• The Future of Contact Centre How To Build Customer-Centricity
• Workforce Optimisation Knowledge Base Integration

Agenda

• 8:30 am Registration & welcome coffee(Plenary: 8.30am - 4.30pm)
• 9:00 am Welcome address and Introduction by Sit-Down(Plenary: 8.30am - 4.30pm)
• 9:05 am Why a digital-first strategy is essential to meet customers in their channel of choice(Plenary: 8.30am - 4.30pm) Contact centre organisations increasingly need to intelligently meet their customers wherever their journey begins, including in the channel, or channels, of their choice. In this session, Cameron Adams, Director – CCaaS and Digital Solutions Engineering, NICE, will discuss how the latest customer experience (CX) solutions can empower contact centre organisations to create personalised, efficient experiences across the entire customer journey. Join this session to learn: - Why an integrated omnichannel solution is essential to meet customers in their channel of choice - How taking a digital-first approach is helping a large multinational insurance company achieve next-generation engagement - How artificial intelligence (AI) and digital self-service helps customers like Scope deliver frictionless CX.
• 9:30 am Why the Relationship Between EX & CX Can’t Be Ignored.(Plenary: 8.30am - 4.30pm) Customer experience (CX) and employee experience (EX) are very closely connected. Any business leader worth their salt will tell you that if you treat your employees right, they will take care of your customers. If your staff feel supported, they are far more likely to create better customer experiences. It’s a simple message that sometimes gets lost as enterprises everywhere work overtime to provide the best service to their customer base while not spending enough time on making sure their staff are engaged. Join Sit-Down’s Director of Research & Production, Byron Connolly, and leading contact centre executives for a panel discussion on why the relationship between EX and CX can’t be ignored. Panelists will discuss: Why knowing your staff is just as importance as knowing your customers. The methods they use to ensure employees feel valued before they tackle customer experience. How investment in EX results in a corresponding increase in revenue and profitability.
• 9:55 am Customer Centricity 3.0- Strativity(Plenary: 8.30am - 4.30pm) The new paradigm in customer centricity that challenges leaders to take their organisations to the next level in terms of behaviour, insight-driven decisioning, visibility and purpose.
• 10:20 am Morning Tea & Networking Break(Plenary: 8.30am - 4.30pm)
• 11:00 am Empowering your Team to Make Connections with Customers that are Beyond a Transactional Interaction.(Plenary: 8.30am - 4.30pm) As consumers we often have an average experience when it comes to customer service, at times this experience could even be subpar, so it’s not an exaggeration to say that we barely ever have an amazingly personalised and memorable experience where the person serving us goes above and beyond to make sure we have what we need. However, at Westpac this has become a practice, joining us in this session as the National General Manager Customer Care, Jo Moxey, will be discussing the organisations “EmpowerMe” movement, which is an approach taken by the organisation which empowers its employees to go the extra mile and build personal connections with customers. Join us in this session to gain insights to: Thinking outside of the box when it comes to CX strategies. Building long lasting relationships with your customers. Enabling your team to personalise each customer experience.
• 11:35 am How to Design and Test a New Customer Value Proposition.(Plenary: 8.30am - 4.30pm) Identifying what customers value is never an easy task. Joining us in this session, Tina Morrell General Manager, Customer Strategy & Experience design at THE NRMA will discuss how in order to design and develop a new customer value proposition (CVP) you need to start with a customer need. Join this session to gain insights to: How to use customer insights to form a hypothesis that can be used to design, test, and validate a new proposition to take to market.
• 0:10 pm Building an Effective CX Strategy When You Don’t Have the Resources of an Enterprise.(Plenary: 8.30am - 4.30pm) While there are several conventional CX strategies that enterprises can adopt, they often don’t apply to smaller organisations that have less money to spend on technology and people. Join Sydney University’s Customer Experience Manager, Emma Brady, as she discusses how to design and deploy a CX strategy that your organisation can afford. Join this session to gain insights to: Building unconventional yet effective strategies that use different aspects of CX that benefit your organisation. Creating CX approaches that provoke and challenge your mindset.
• 0:40 pm Lunch & Networking Break(Plenary: 8.30am - 4.30pm)
• 1:55 pm Lessons Learned - Rolling Out Analytics & Insights.(Plenary: 8.30am - 4.30pm) When you think of successful customer experience as an organisation, who comes first? Your customers or your staff that are at the coalface? It is no surprise that employee engagement and customer experience go hand in hand. Therefore, the first stop on the road customer satisfaction is the mindset of your employees. During this session we get together with Sophie Imbert of Russell Investments to discuss optimising your data for the benefit of your employees. Please join us to gain insights in: Do’s and don’ts on how to engage employees when rolling out a VoC program to make it stick Empowering employees to have a voice around improvements that impact the customer experience. Elevating data within the organisation
• 2:20 pm Using the Platforms Available to Leverage Your Customer Service.(Plenary: 8.30am - 4.30pm) David Young, head of contact centre operations at iCare, will be discussing their approach to utilising the collected data to best serve the team support structure, that serves the customers. Join this session to get insights to: Reducing your costs while simultaneously improving customer experience. Learning about your customer to optimise CX.
• 2:45 pm Building Empathy Across Your Contact Centre Teams(Plenary: 8.30am - 4.30pm) Every call that is answered by contact centre staff at multinational logistics and courier company, Aramex, is from a customer who is unhappy that their package has not arrived at its intended destination on time. It’s an unenviable and challenging job for the organisation’s contact centre staff in the Philippines and Australia who answer up to 10,000 contacts from customers each day. John Kiprovski, Head of Contact Centres at Aramex employs coaches who train these agents on how to build empathy with callers to ensure that nobody is, as he puts it, “treated like a number.” This ensures that the organisation is providing a better customer experience. Empathising with a caller’s situation is also crucial for contact center agents at care, an organization that provides workers compensation insurance to more than 329,000 public and private sector employers in NSW and their 3.2 million staff. Join Aramex’s John Kiprovski and icare’s Head of Contact Centre Operations, David Young, as they chat to Sit-Down’s Director of Research and Production, Byron Connolly, about how they are building empathy across their contact centre teams and the role automation technologies are playing in streamlining their operations.
• 3:10 pm End of Day & Closing Remarks by Sit-Down(Plenary: 8.30am - 4.30pm)

Speakers

• John Kiprovski · Head of Contact Centres, Aramex Experienced Head Of Customer Service with a demonstrated history of working in the package/freight delivery industry. Skilled in Mentoring, Coaching, Communication, Coaching & Mentoring, and Customer Experience. Strong support professional with a DIPLOMA in BUSINESS _ MAGOR IN TOURISM focused in Business Administration and Management, General from syndey technical college (UTS).
• David Young · Head of Contact Centre Operations, icare Helping small and large business solve puzzles in the customer service arena
• Sophie Imbert · Head of Customer Experience and Transformation, Russell Investments
• Brad Meehan · Managing Director, Strativity Brad is the Managing Director of Strativity Group. He has been at the forefront of helping organisations drive customer centric change for over 15 years. He advises leading brands globally and locally on how they can evolve their strategies and adapt their operations to deliver differentiated value and experiences. Brad brings expertise in strategy development, design thinking, operating model alignment, analytics, the psychology of change and large scale transformation programs. Prior to a move into consulting, he held executive roles in customer strategy and transformation in the financial services sector. He gained his MBA with distinction from Queensland University of Technology (QUT) in 2007 and has completed Harvard Business School Leadership Programs in Customer-Centric Strategy, Competitive Strategy and Change. Brad has also lectured in QUT’s MBA program in the fields of strategy and customer experience management and is a sought after speaker both locally and internationally.
• Emma Brady · Customer Experience Manager, University of Sydney Emma is a passionate customer advocate who is focused on making CX attainable and achievable for businesses at all levels. Emma specialises in developing innovative strategies incorporating human centred design and service design to bring the CX vision to life. Emma aims to cut through the noise and create strategies which are accessible and make an impact.
• Arti Kumar · Vice President Human Resources, Hyster-Yale Group Our future is our talent! Attracting, engaging and developing talent becomes the cornerstone of all successful businesses. As a HR and Business Leader, who is passionate in the areas of people and organizational development, I gain greatest satisfaction by trying new, and creative things to go with the traditional, tried and tested models and theories. People are unique and understanding and leveraging their uniqueness helps drive high performance and engagement. One of our biggest competitive advantage comes from our people and I like to take a pragmatic approach to supporting the business and our people in helping us meet the objectives especially in this everchanging dynamic environment. I represent the talent agenda at the executive table and come with a business savvy outlook to consider the best alternatives for the business and our people.
• Jo Moxey · National General Manager Customer Care, Westpac

Partners

• Nice NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.

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