01 - 02 October, 2019 | Bayview Eden, Melbourne, VIC

Conference Day Two: Wednesday, 02 October 2019

8:45 am - 9:15 am Conference Registration and Welcome Coffee

9:15 am - 9:20 am Opening Remarks by IQPC and the Conference Chair

Treasure Jennings, Public Transport Ombudsman at Public Transport Ombudsman

Treasure Jennings

Public Transport Ombudsman
Public Transport Ombudsman

9:20 am - 10:00 am Delivering Customer Satisfaction by Effectively Managing Complaints: How to Avoid Escalations within the Public System

In 2018, the Public Transport Ombudsman’s office received 3056 approaches as an independent body charged with investigating and resolving complaints in regards to Victorian Public Transport operators. The goal of the PTO is to provide services which meet the needs of all involved stakeholders, which means adapting the changing landscape. Understandably, it is important for services to be easy to find and use as a dispute resolution service and better defining the needs of stakeholders and community members.

  • Discovering how to deliver relevant customer expectations
  • Understanding the needs of the customer to avoid escalations 
  • Improving the customer experience by enabling the consumer to make the right choices for their needs
Treasure Jennings, Public Transport Ombudsman at Public Transport Ombudsman

Treasure Jennings

Public Transport Ombudsman
Public Transport Ombudsman

10:00 am - 10:40 am Implementing a Customer Centric Organizational Mindset to Deliver a Safe and Accessible Passenger Experience

As the world’s largest operational tram network, with 250km of double track, Yarra Trams is at the forefront of advancing new ways of delivering fast, accessible and reliable services for passengers.

  • Developing strategic passenger outlook to provide an excellent customer experience at all stages of the journey, working to continuously improve and respond to evolving customer expectations
  • Effectively communicating with passengers the services which are provided to them, particularly during disruptions
  • Supporting the operational team to ensure a customer centric mindset is implemented at all levels of operations
  • PX focused innovation now and into the future
  • Responding to evolving challenges within the industry
Emilie van De Graaf, Director, Passenger and Network Innovation at Yarra Trams

Emilie van De Graaf

Director, Passenger and Network Innovation
Yarra Trams


11:10 am - 11:50 am Sydney Trains: Driving a Customer Centered Innovation Agenda to Improve the ‘Off-Train’ Experience of Passengers

Julian Narborough, Executive Director Customer Service at Sydney Trains

Julian Narborough

Executive Director Customer Service
Sydney Trains

11:50 am - 12:30 pm From moving trains to moving people: Queensland Rail’s Customer Experience Journey

In this case study, Queensland Rail’s Executive General Manager, Natalie Roach will discuss the business’ transformation focusing on delivering high quality, reliable and customer centric rail services to all customers.
  • Appointment of customer experience team to drive customer centricity and represent the voice of the customer
  • Building customer confidence from the restoration of services by delivering safe, reliable and on-time rail services
  • Implementing a customer strategy to become a customer focused, modern, world class railway service
Natalie Roach, Executive General Manager, Customer Service and Innovation at Queensland Rail

Natalie Roach

Executive General Manager, Customer Service and Innovation
Queensland Rail

12:30 pm - 1:30 pm NETWORKING LUNCH

1:30 pm - 2:10 pm Digital is Changing Mobility Everywhere... But Not Always in the Way We Expect it.

In the age of digital disruption, we need to offer a multichannel customer experience that meets the diversity of customer’s needs. To understand how this digital revolution impacts people and their new needs, the Keolis Group carried out a unique a worldwide mobility survey in 2018 in 37 cities. During this research, five Australian cities were surveyed and results were surprising: although 88% of the Australian respondents own a Smartphone, almost half do not feel comfortable using apps on the go. This survey also confirmed that mobility habits are increasingly fragmented, with more and more trips not linked to the traditional commute to work: only 55% of the Australian respondents are currently employed and 37% of those work on Sundays. Understanding those patterns helps us design mobility offers that are more adapted, attractive and encourage the use of public transport with multimodality and new mobilities playing an increasingly important role.

  • Understanding how citizens use & feel about technology to get relevant access to services 
  • Exploring how mobility habits in cities globally are shifting the way the traditional commute is delivered 
  • How technology is influencing mobility and transforming the expectations of commuters
Nathalie Sassen, Head of Customer Experience and Design at Keolis Downer

Nathalie Sassen

Head of Customer Experience and Design
Keolis Downer

2:10 pm - 2:50 pm Empowering your Workforce: Creating a Customer Centric Model Within All Levels of Organisational Operations to Ensure Excellent Service from the Complete Customer Journey

The first point of contact for any customer within an organisation is the staff who operate these services. Therefore, it is critical that stuff are not only aware of processes in place, but that they understand how to operate them. Ensuring that staff are kept informed with new business practices and policies enables them to effectively perform their duties and maintain high standards of best practice services 

  • Utilizing front line team members to transform the customer experience from all levels within an organization
  • Improving management of disruption firsthand so that staff are able to provide alternative on the go solutions 
  • Providing continued support and training as new processes and technologies become accessible 
  • How to execute an effective change management strategy to ensure staff are kept to date with any new business processes

2:10 pm - 2:50 pm Revolutionising the Passenger Experience on Sydney’s First Fully Automated Rail Line

In this session, Ross de la Motte of HASSELL will discuss the $7.3b North West Metro project, an Australian game changer in the public transport sector which will revolutionise the passenger experience of commuters. Australia’s biggest public transport project has opened to the public, delivering a turn up and go rail service from Tallawong to Chatswood in Sydney’s northwest HASSELL, working as the architect and landscape architect for the Northwest Rapid Transit consortium, was responsible for the design of the 13 stations and precincts and the associated corridor works. 
Ross de la Motte, Principal at HASSELL

Ross de la Motte



3:20 pm - 4:00 pm Exploring Wynyard Station’s $100 million Transformation that was Delivered with Passenger Experience at the Heart of the Design Process

Catering to 150,000 passengers’ everyday, Sydney’s Wynyard Station is at the heart of the city’s vibrant CBD. Learn about the station upgrades, which have given commuters access to a safer, faster and more accessible travel link, transforming Sydney’s public transport system and delivering reduced congestion for the future. Discover how this once out-dated station was redesigned with the passenger experience at the forefront by introducing platform spot cooling, regulating the station temperature for passenger comfort and redefining heritage artefacts.

  • Improved design to deliver a seamless passenger flow for a safe, comfortable and efficient station 
  • Ensuring the convenience customers have come to expect from their transportation services
  • Harnessing innovative technology to improve station safety and accessibility 
  • Improving facilities, with new fixtures and fittings to create a lighter and brighter station to ensure a positive commuter experience
Sudath Amaratunga, Technical Manager Precincts and Infrastructure at Transport for NSW

Sudath Amaratunga

Technical Manager Precincts and Infrastructure
Transport for NSW

4:00 pm - 4:40 pm Exploring the Future Transportation Technologies that are set to Transform the Passenger Experience at the Speed of Sound

Redefining high-speed ground transportation, the team at VicHyper have developed a prototype that will allow commuters to travel at a rate of 1000kph, or the speed of sound. Imagine a journey from Canberra to Sydney in just 17 minutes; this could one day be the new reality and the set the new standard of the passenger expectation.

  • Establishing new commuter journeys
  • Redefining the passenger experience and breaking down geographical barriers
  • Harnessing the latest in cutting edge technology to transform the travel experience
Zac Mcclelland, Project Leader at VicHyper

Zac Mcclelland

Project Leader

4:40 pm - 4:40 pm Closing Remarks from the Conference Chair and Main Conference Close