3 May 2023 | Melbourne Convention & Exhibition Centre

Developing a Customer Centric Workforce: Building and Empowering Your People Internally to Drive Your CX Philosophy




Wednesday 3 May 2023

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


Alejandra Angeles, Founder, The Gals Tribe

12:00pm – 12:30pm

Networking Break

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.

  • Ensuring a clear vision and plan is mapped out as you grow your workforce
  • Training new employees to live and breathe CX values in every interaction from day one
  • Future investments: Knowing what technology advancements businesses need to consider as they scale to maintain a positive customer experience.


Mark Fazio, Chief Executive Officer, MATE Internet + Mobile

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.

  • How to ensure you’re selling your company and its values in a way that will attract the right groups of candidates
  • Using new tools to find potential employees when traditional strategies don’t work
  • Reviewing your EVP to ensure it aligns with the current market and demands from the workforce


Ebony Smith, General Manager of People Experience, Melbourne Airport

2:00pm – 2:30pm 

Keynote


Driving Your Employee Experience Strategy from the Top-Down: How to Do This in Large Corporations

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.

  • Taking a top-down and grass roots approach, where wellbeing is employee owned, leader-led, and organisation enabled
  • Driving meaningful change through a focus on work pace and volume, work-life harmony, social connection, and inclusion
  • Critical shifts needed for wellbeing to truly be at the heart of your EX


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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