Sit-Down Contact Centre | CCO | CHRO - September Edition 2023
Striking Harmony: Navigating Challenging Times to Shape the Future of EX, Workplace, and CX
Hosted by Factor
- 200 attendees
- 30000 hours
Overview
In an era of dynamic change, two critical aspects stand at the forefront of organizational success: Employee Experience (EX) and Customer Experience (CX). As we peer into the future, the seamless integration of these facets becomes paramount. The convergence of navigating challenging times while safeguarding CX, and the evolution of employee experience within the workplace, opens a pathway to holistic success.
What we will cover
- Synchronised Strategies Align strategies for employee experience and customer experience to create a harmonious ecosystem.
- Agile Adaptability Leverage adaptive approaches to navigate through challenges while sustaining exceptional customer experiences.
- Empowered Workforce Cultivate an empowered workforce capable of delivering outstanding customer interactions, even in challenging scenarios.
- Technology Enablers Harness technology to enhance both employee and customer experiences, ensuring efficient operations and interactions.
Agenda
- Welcome coffee & registration(CCO | Contact Centre Sit-Down)
- Welcome coffee & registration(CHRO Sit-Down)
- Welcome address and introduction by Sit-Down(CCO | Contact Centre Sit-Down)
- Welcome address and introduction by Sit-Down(CHRO Sit-Down)
- CX and AI – The Future and Some Practical Use Cases.(CCO | Contact Centre Sit-Down) AI plays a significant role in CX, as more businesses adopt various AI-powered tools to interact with customers. Discover insights into how AI will manage practical use cases for contact centres in the future.
- CX and AI – The Future and Some Practical Use Cases.(CHRO Sit-Down) AI plays a significant role in CX, as more businesses adopt various AI-powered tools to interact with customers. Discover insights into how AI will manage practical use cases for contact centres in the future.
- Why the relationship between EX and CX can’t be ignored.(CCO | Contact Centre Sit-Down) 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, and panellists for a panel discussion on why the relationship between EX and CX can’t be ignored.
- Why the relationship between EX and CX can’t be ignored.(CHRO Sit-Down) 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, and panellists for a panel discussion on why the relationship between EX and CX can’t be ignored.
- Build a Future-Proof Business for Your Tomorrow Customers(CCO | Contact Centre Sit-Down) What does the future of work look like? At Zoom, we searched the question by asking ourselves - what do customers of the future look like? Customers of today are already demanding frictionless and personalised experiences from their products and services. As engagement channels continue to evolve, customer expeirence of tomorrow will invitably become channelless. This means that your employees will need to catch customer of tomorrow of any channels your customer choose, and seamlessly switch from one to another during one single interaction to better serve and support customers. In this session, Phillip Zammit, Head of Zoom CX will share his insights on how Zoom AI-enabled platform can help you start your transformation journey to build future proof businesses which will empower your employees and delight your customers.
- Build a Future-Proof Business for Your Tomorrow Customers(CHRO Sit-Down) What does the future of work look like? At Zoom, we searched the question by asking ourselves - what do customers of the future look like? Customers of today are already demanding frictionless and personalised experiences from their products and services. As engagement channels continue to evolve, customer expeirence of tomorrow will invitably become channelless. This means that your employees will need to catch customer of tomorrow of any channels your customer choose, and seamlessly switch from one to another during one single interaction to better serve and support customers. In this session, Phillip Zammit, Head of Zoom CX will share his insights on how Zoom AI-enabled platform can help you start your transformation journey to build future proof businesses which will empower your employees and delight your customers.
- Morning Tea & Networking Break(CCO | Contact Centre Sit-Down)
- Morning Tea & Networking Break(CHRO Sit-Down)
- Why a digital-first strategy is essential to meet customers in their channel of choice.(CCO | Contact Centre Sit-Down) 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, Anthony Brown, Director of Solution Consulting , 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 Optus Consumer deliver frictionless CX.
- Fireside Chat: Gender Equality and Employee Engagement: Empowering the Future Workforce(CHRO Sit-Down) This keynote presentation delves into the crucial intersection of gender equality, employee engagement, and organisational success. Laura Jones, Director people and culture at Chep, discusses the challenges posed by the gender gap, the impact of gender equality on employee engagement, the role of inclusive leadership, and practical steps to foster a diverse and engaged workforce. Key Takeaways: Understanding the Gender Gap: Gain insights into the hurdles faced by women in the workplace, including the gender pay gap and underrepresentation in leadership roles. Driving Engagement through Equality: Discover how gender equality positively influences employee engagement, leading to heightened satisfaction and productivity. Cultivating Inclusive Leadership: Learn how inclusive leadership cultivates diversity, empowers teams, and drives engagement and organisational success. Charting a Path Forward: Explore practical strategies to address gender disparities, foster a supportive culture, and build a future workforce that embraces diversity, equality, and engagement
- Transforming Government Customer Experience: Navigating Through Red Tape.(CCO | Contact Centre Sit-Down) In the realm of government organisations, customer experience (CX) often takes a backseat due to bureaucratic processes and adherence to policies. However, there is a growing need to prioritise CX while navigating through challenging times such as a recession. In this session we will delve into the topic of transforming government customer experience by overcoming red tape. We will explore how government organisations can utilise data-driven and evidence-led approaches to enhance CX while adhering to legislation and policies. The four key takeaways from this presentation are as follows: Rethinking the Customer Base: Discover strategies for effectively serving a diverse customer base, including residents, renters, homeowners, businesses, MPs, and elected officials, whilst ensuring consistent and exceptional experiences. Overcoming Red Tape: Challenge the notion that red tape and policy adherence must compromise customer experience by exploring innovative approaches to streamline processes and deliver efficient services. Harnessing Data for Insight: Learn how to leverage meaningful metrics and data analysis to inform decision-making, increase citizen participation, and enhance customer experience in government organisations. Cultivating a Customer-Centric Culture: Foster a customer-centric mindset within government organisations by empowering employees, breaking down silos, and prioritising customer experience to drive improvements and service delivery excellence.
- Thriving Through Organisational Transformation: Leading and Sustaining Change in the Face of Adversity.(CHRO Sit-Down) In today's rapidly evolving business landscape, organisations often find themselves confronted with the need for extensive transformation. The journey of rebuilding an organisation from the ground up can be arduous, demanding tough decisions, and unwavering leadership. This presentation delves deep into the experiences and strategies employed during a monumental transformation, offering valuable insights and practical advice for leaders and organisations navigating similar paths. Key Takeaways: Embracing the Unavoidable: Uncover the pivotal role of organisational transformation and the necessity of making tough decisions that shape the future. Empowering Leaders and Staff: Discover effective methods for preparing and supporting leaders and staff through the transformative journey, fostering engagement and adaptability. Explore data-driven tools and approaches to track progress, ensure alignment, and maintain stability during the transformation process. Leading Through Turbulence: Gain valuable insights into leading with resilience and stability during a rapid and relentless organisational transformation, setting the stage for long-term success.
- Fireside chat: Bridging the Gap between Design Thinking and Implementation for Value Creation in Complex Systems.(CCO | Contact Centre Sit-Down) The discussion delves into the challenges of translating customer insights and design concepts into tangible organisational changes, emphasising the need for a clear value proposition. The dialogue also touches upon the importance of articulating the value of design in a practical and impactful manner. Key Takeaways: Navigating Complexity: Design-driven implementation within intricate systems, addressing challenges in regulated sectors such as financial services and aged care. From Insight to Action: The conversation highlights the difficulty of moving beyond customer journey mapping to actual organisational change, stressing the significance of actionable steps. Value Communication: The session underscores the need for effectively communicating the value of design, shifting focus from mere customer experience to articulating the tangible benefits for organisations. Balancing Priorities: The dialogue raises questions about prioritising customer-focused initiatives within businesses, examining the distinction between customer experience and customer value.
- Empowered Engagement: Redefining Staff Retention.(CHRO Sit-Down) Unleash the potential of your workforce and revolutionise staff retention with the power of choice and engagement. Discover ground-breaking strategies for creating a culture that fosters long-term commitment and empowers employees to thrive. Drawing from real-world experiences, Marianne shares insights on leveraging performance management, embracing individual aspirations, and cultivating a dynamic work environment. Key Takeaways: Choice as a Catalyst: Unlock the power of choice to drive staff satisfaction, productivity, and loyalty, and explore innovative methods for offering diverse opportunities within the organisation. Building an Engaging Culture: Create a workplace environment that cultivates passion, growth, and a sense of purpose, leading to higher staff engagement and lower turnover rates. Maximising Performance Management: Discover practical strategies for integrating performance management systems to align individual goals, provide continuous feedback, and foster professional development. Empowering Career Progression: Invest in leadership development frameworks to nurture talent, foster internal growth, and enable staff to advance their careers within the organisation.
- The Future of Work: Empowering Employees to Lead Their Way and Create Impact.(CHRO Sit-Down) In an ever-changing world, organisations are facing new challenges in creating meaningful employee experiences and fostering impactful leadership development. This panel discussion will explore innovative approaches to employee value proposition, leadership development, and well-being initiatives. Anu Villarosa, director ‑ People Experience at Pitcher, will share insights into empowering employees to take ownership of their careers, create impact within the organisation, and integrate culture, strategy, and development for a thriving work environment. Key Takeaways: Employees as Decision-Makers: Learn how organisations are shifting towards an employee-driven approach, granting autonomy and direction to individuals in defining their career pathways and benefits. Impact-Driven Leadership Development: Understand the transformation of leadership development, focusing on creating impact rather than traditional skill development, while integrating systems and paradigm thinking. Convergence of Approaches: Explore the integration of academic and immersive experiences in leadership development programs, acknowledging the need for a multi-faceted approach to the future of work. Psychological Safety and Well-being: Discover how fostering psychological safety and prioritising well-being are becoming essential components of the employee experience, leading to better connections and overall success.
- Fireside Chat: Enhancing Customer Experience Amidst Adversity.(CCO | Contact Centre Sit-Down) Join this insightful discussion with Dee Grieger, an experienced leader in both technology and customer experience at Latitude, as she shares her expertise on managing customer interactions during challenging times. Gain valuable insights into strategies that bolster customer satisfaction and harness data-driven insights for continuous improvement. Explore the dynamic interplay between technology, customer experience, and crisis management in this engaging conversation. Key Takeaways: Navigating Challenges: Discover how Latitude effectively handled a significant business challenge and the strategies deployed to ensure minimal disruption to the customer experience. Elevating Customer Experience: Understand the collaborative efforts between technology and customer experience teams in identifying and addressing pivotal touch-points, ensuring a positive customer journey. Insight from Data: Learn how data analysis played a pivotal role in uncovering areas for enhancing customer experience, even amidst difficulties. Informed Decision-making: Gain insights into the careful evaluation of technology investments, striking a balance between customer experience enhancement and efficient resource allocation.
- Peer Connect(CHRO Sit-Down)
- Peer Connect(CCO | Contact Centre Sit-Down)
- Lunch & Networking Break(CHRO Sit-Down)
- Lunch & Networking Break(CCO | Contact Centre Sit-Down)
- Peer Led Roundtable Discussions(CHRO Sit-Down)
- Roaring Success: Using Visitor-Insights to Deliver an Exceptional Zoo Experience(CCO | Contact Centre Sit-Down) Zoos are dynamic environments and delivering a consistent experience on any given day at the zoo is a challenge. This session presentation dives into the strategies that have helped revolutionise the customer experience at Zoos Victoria. From harnessing valuable insights, to balancing animal needs with what our visitors want, advocating for valuing the voice-of-customer, and fostering innovation, this presentation provides actionable takeaways: • Insight-Driven Improvements: Utilise customer feedback to drive operational continuous improvement and address visitor pain points in complex zoo environments. • Finding Harmony: Advocating for the voice-of customer and embedding a culture of change. • Unleashing Creativity: Cultivating innovation in customer experience across all visitor touchpoints from animal experience and encounters to accommodation, catering and community conservation campaigns. • Join us to discover how Zoos Victoria has embraced transformative approaches to captivate visitors and deliver a greater conservation impact.
- Data driven strategies: Attracting, Engaging, and Retaining Talent in the Evolving Workplace.(CHRO Sit-Down) Joining us as we delve into the dynamic landscape of modern customer service and how organisations can effectively attract, engage, and retain top talent. Drawing from extensive data analysis, Deanne Martin, head of customer experience at SEEK, will highlight the changing profile of customer service candidates and offer insights into crafting strategies that encompass attraction, engagement, and motivation. Key Takeaways : Data-Driven Insights : Uncover data-backed insights into the evolving profile of customer service candidates, aiding in crafting targeted talent attraction strategies. End-to-End Engagement : Explore techniques for engaging candidates throughout the recruitment process, ensuring their seamless transition into the organisation. Retention Strategies : Learn innovative approaches to retaining customer service talent, accounting for the shifting expectations and motivations of today's workforce. Navigating Future Challenges : Gain a forward-looking perspective on addressing upcoming challenges in maintaining a motivated and skilled customer service team, as the workplace continues to evolve.
- Enhancing Customer Experience (CX) Through Empowering Digital Citizens.(CCO | Contact Centre Sit-Down) In today's business realm, the task of enhancing Customer Experience (CX) while managing budget constraints has prompted numerous organisations to invest in advanced technologies. However, the potential of these technological advancements often remains untapped owing to employees' lack of awareness and proficiency. This session aims to tackle this challenge by spotlighting the notion of nurturing digital citizens within the workforce. The concept revolves around enabling employees to fully exploit existing tools and technologies to not only streamline their own tasks but also to engage more effectively with customers. By instilling a growth mindset and crafting structured learning paths, organisations can elevate both Employee Experience (EX) and CX, even when grappling with financial limitations.
- End of Day & Closing Remarks by Sit-Down(CHRO Sit-Down)
- End of Day & Closing Remarks by Sit-Down(CCO | Contact Centre Sit-Down)
- Networking Reception(CHRO Sit-Down)
- Networking Reception(CCO | Contact Centre Sit-Down)
Speakers
Anu Villarosa · Director - People Experience, Pitcher
Jordan Glancy · Chief Customer Officer, City of Whittlesea
Laura Munns · General Manager Visitor Experience, Zoos Vcitoria
Dee Grieger · Head of Technology, Customer Care, Latitude Financial Services An accomplished, passionate and motivated professional with a proven track record of delivering commercially successful products for businesses on digital banking platforms. Has a strong commercial acumen with 18 years knowledge of finance services/banking industry and experience operating in both agile and lean environments across multiple segments. Ability to lead projects from concepts to completion through requirements gathering, investment justification, software development, competitive positioning, commercialisation and launch.
Nathan Park · VP of Global Sales, Acquire BPO Adept at achieving business outcomes, Nathan has a strong customer focus with a broad business experience gained in the finance, retail, and distribution industries.
Matthew Carracher · Chief Operating Officer, Acquire BPO With more than 20 years' experience transforming and building high-performance businesses, Matt provides strategic direction to achieve operational excellence in key areas of the organisation—from streamlining operations and maximising performance through leveraging technology and process.
Nicole Good · Head of Customer Experience, Bristol Myers Squibb Nicole is an experienced pharmaceutical business and people leader with a passion for unlocking potential – whether that be through business strategy, people or system planning. Nicole enjoys the challenge of leading organisational change transformation and driving organisational capability. In her current role, Head of Customer Experience she has led an evolution of customer centricity and omnichannel capability, across all relevant functions of the business.
Linda Scott · Moderator, Factor I work with CEOs, business owners, executives and senior leadership teams to unlock their potential, achieve high performance, and fast track growth and results, for themselves and their businesses. I have worked in and for businesses as a finance executive for nearly 30 years. After a very successful career both locally and internationally, I founded Thinking Leaders to focus on leadership, career and business growth, decision making, time management, productivity, communication effectiveness, problem solving, increasing profits and results, and creating professional businesses to maximise monetisation value, through changing the way you think, behave and respond. A speaker and facilitator in the space of self-leadership and perspective, and how this impacts your environment and results, I teach strategies to help you understand that you have choice about your thinking, which in turn impacts how you respond and the results you create.
Partners
- Acquire BPO
- Zoom Zoom, stylized as zoom or Zoom Meetings is a proprietary videotelephony software program developed by Zoom Video Communications.
- 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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