3 May 2023 | Melbourne Convention & Exhibition Centre
10:15am - 10:30am | Opening Remarks by Employee Experience Program Chair |
10:30am – 11:00am | Creating a Full-Proof Onboarding Process: How to Ensure New Starters Are Always Reiterating Your Company’s CX Mandate from Day One Lauren Denny, Global Director of Talent, Koala Rachel Donachie, Customer Service Team Lead, Koala |
11:00am – 11:30am | Thought Leadership Session Hiring the Team Members of Tomorrow: Attracting and Retaining Millennials, Gen Z and Younger Cohorts to Your Business Tom Dellas, Contact Centre Manager, UNSW |
11:30am – 12:00pm | Keynote Fireside Chat Connecting over 8,000 Immigrant Women to find Purpose and Work in Australia Through Social Media and Word of Mouth
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12:00pm – 12:30pm | Networking Break
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12:30pm – 1:00pm | Thought Leadership Session Employee Engagement for the Future of Service For decades there has been plenty of evidence to support the correlation between employee engagement and customer service results. But there has been a shift in the past few years: Employees are less loyal to their employers, and they are seeking work with greater meaning and purpose. What does employee engagement look like now and into the future and what impact will this have on the service culture within your organisation? Jaquie Scammell, CEO, ServiceQ |
1:00pm – 1:30pm | Keynote Going from Nothing to Something: How MATE Internet + Mobile Scaled their Workforce in 3 years with the Customer Always in Mind Mark Fazio, CEO of MATE Internet + Mobile will present on his team’s journey, and the challenges involved with launching a start-up telco in Australia. Across 3 years they were able to scale their business to over 90 employees, with a strong focus on optimising their experience strategy and reducing customer effort scores. Learn how they did this, and how they ensured every employee they hired were committed to the organisation’s values.
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1:30pm – 2:00pm | Fireside Chat Put Your Marketing Hat On! Recruiting Top Talent by Reviewing and SELLING Your Company’s Employee Value Proposition It’s all well and good to have a great employee experience strategy and onboarding process. But how do you get the right candidates to apply? In this fireside chat, we’ll delve into the top strategies needed to find and recruit candidates, and why we need to think about recruitment in the same way as customer acquisition. Let’s find our marketing hats and discuss how to get good candidates coming to us.
Ebony Smith, General Manager of People Experience, Melbourne Airport |
2:00pm – 2:30pm | Keynote
Employee Experience (EX) brings to life your Employee Value Proposition (EVP) internally within your organisation and is an important differentiator in today’s competitive labour market. In this Fireside Chat, Holly Gerlach, Head of Organisational Development at RACQ will talk through her team’s journey in understanding what matters most to their people across the employee lifecycle and how they are undertaking work now in order to create an EX that will attract and retain the workforce of the future.
Holly Gerlach, Head of Organisational Development, RACQ |
2:30pm – 3:00pm | Fireside Chat Training Without Engaging Won’t Work: Using Experiential Learning and Gamification to Enhance Training Outcomes Claire Seldon, Lecturer in Learning Design, University of Technology Sydney
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