9:00 Opening Address by the Focus Day Chair

Andrew Pearce
General Manager Customer Contact Centres
NAB

9:10 Case Study: Outlining the Importance of the Contact Centre for the Overall Customer Experience

• Understanding the key role contact centre staff play in forming the perception of customers
• Giving contact centre staff the right tools to deliver the right information at the right time across customer touch points
• How to overcome the challenge of serving different types of customers with the correct messages
• Minimising the amount of call transfers with effective staff empowerment to solve issues at first contact

Andrew Pearce
General Manager Customer Contact Centres
NAB

9:50 The Importance of Context to Customer Experience: How Closer Links Between Marketing and Customer Service are Driving the Need for a New Approach

• How online, social and mobile are changing business forever
• Why traditional approaches to marketing and customer service no longer apply
• The new customer and what they expect
• Why marketing and customer service need to get on the same page and work as one
• The importance of context in an increasingly multi-channel world
• Why CEM initiatives deserve C-Suite attention and $$$$

James Norwood
SVP, Chief Marketing Officer
KANA

10:50 Case Study: Building Customer Experience Frameworks from the Inside - Out

• Driving customer experience by focusing on effective leadership
• Outlining effective CEM frameworks and insight driven initiatives
• Implementing effective coaching and development strategies to improve CEM

Steven Riddle
Customer Experience Leader
GE MONEY

11:30 How to make your Contact Centre as Efficient as Possible while Retaining Knowledgeable Staff

• Service strategy – optimising Contact Centre value to the organisation
• Service model design
• Channel strategies
• End to end process design
• Analytics and intelligence
• Performance and productivity
• Culture and engagement / retention

Jane King
Deputy Commissioner, Customer Service & Solutions
AUSTRALIAN TAXATION OFFICE

12.10 Closing the Customer Service Gap – Adapting to an Evolving Customer Landscape

• The changing customer landscape and the impact on support
• The gap between what customers are looking for and what they can actually find
• The importance of remote support and live chat tools in improving the customer experience

Andy Farquharson
Regional Director
LogMeIn Asia Pacific

13:20 Case Study: Branding your Customer Experience from a Contact Centre Point of View

• Aligning sales and service initiatives to organisational values and strategies to improve customer experience
• Creating customer advocates by connecting with the service heartbeat of your brand
• Protecting the brand and customer experience during periods of change in frontline areas
• Building a sales culture through transforming customer service
• Establishing a proactive approach to customer experience with effective Contact Centre management

Andrew Kiel
Head of Distribution Strategy
CREDIT UNION AUSTRALIA

14:00 Panel Discussion: Increasing the Level of Service in the Call Centre with Effective Information Management for Agents

• Implement consistent processes across all agents to efficiently handle complex information-based customer interactions
• Keeping agents up-to-date on the latest marketing promotions to ensure customers get the best deals
• Maximising up-sell and cross-sell success rates through effective and consistent training of all agents
• Providing contextual information to agents during live customer calls to solve problems at first contact

Panellists:

15:10 Case Study: Maximising Customer Satisfaction with Effective Contact Centre Management Strategies

• Understanding the key role contact centre staff play, in forming a customer’s perception
• Outlining the importance of the right tools to deliver the right information at the right time
• Establishing key objectives and KPI’s around complaints, times frames, expectations, costs restraints and restrictions
• Ensuring the contact centre is exceeding a consumer’s expectations to improve the overall perception of the organisations customer experience

Arna Holden
General Manager - Customer Experience
NUBIAN WATER SYSTEMS

15:50 Defining Your Customer Experience Legacy – What will your customers say about you?

• Aligning your values, your business values and your customers expectations
• The moment of truth - engaging the frontline
• Identifying and supporting your cultural DNA

Greg Benson
Contact Centre Manager
WINE SELECTORS

16:30 Closing Remarks by the Focus Day Chair