9.00 Welcoming Remarks From IQPC

9.10 Opening Remarks From Day One Conference Chair

9.20 Driving Employee Buy-In With A Targeted Strategy To Minimise Attrition And Boost Engagement

• Understanding the framework necessary to sustain employee buy-in
• Rolling out a simple but effective employee program that monitors and reinvigorates employee passion for delivering great customer experience
• Implementing staff engagement aligned with boosting customer experience
• Embedding long term business goals into all employee KPIs and standards

Paul Hutton
General Manager – Hilton Hotel Sydney & Food & Beverage Coordinator
HILTON AUSTRALASIA

10.00 Dealing With The Consumer’s Rising Expectations For Their Personal Experience With Your Company

• Adapting your customer experience strategies to evolve with your customer needs and priorities
• Perfecting the balance between meeting consumer wants and their expectations to deliver maximum ROI
• Overcoming cost inhibitors - delivering on the fundamental customer experiences consistently first
• Raising the bar: innovating your customer touch points

Ann Martin
Contact Centre Manager
UNWIRED

11.10 Offering A Targeted And Appropriate Service Delivery Model To Differing Customer Segments

• Differentiating your customers and their needs for a more targeted and personal approach
• Engaging different customer interaction points to deliver the most effective message at each stage
• Customising your future strategies to meet increasingly diversified customer segments
• Aligning your service delivery to develop your most engaged customers into advocates

Stuart Barnett
Service Experience & Insight Leader
GE MONEY

11.50 INTERACTIVE SESSIONS: INTERACTIVE ROUNDTABLE Matching Technology With Customer Need

Delegates will be working in small groups and also discussing key themes amongst the entire delegation which will be facilitated by PANVIVA to allow the discussions to be interactive, informative and highly valuable. The discussion will run for 45 minutes and all delegates will have the opportunity to contribute questions and answers.

• Interlinking the technological capabilities with the needs of your customers: do they meet?
• Monitoring the essentiality of your new technology to the cost and resource allocation savings it has made
• Researching previously adopted technologies and their impact on the limits of your strategies Determining the right way to go by knowing your customer, their limitations and expectations

Facilitated by PANVIVA

1.30 Immersing Your Executives In The Customer Experience – Literally!

We All Talk About Wanting To Know And Understand Our Customers But The Trouble In A Large Organisation Is That We Are Insulated From Them. So Instead, We Become Accustomed To Relying On Customer Satisfaction Surveys, Research, Mystery Shops And Focus Groups, Or We Assume They Just Like Us. The Answer Is We Need To Know, Take A Step Back, Forget We Work Here, And Truly Immerse Ourselves In Our Customers’ Experience.

• Modelled on a successful program in Credit Suisse
• Why are we committed to doing this?
  • Build empathy for customers (and employees)
  • Drive more customer focused activity as BAU
  • Create an understanding that everyone who works for the brand owns the customer experience and it’s up to us to work out how we contribute positively to create action from awareness

Louise Long
Customer Experience – Personal Bank
NATIONAL AUSTRALIA BANK

2.10 Transforming The Customer Experience Through Customer Service And Self-Service Channels

• Implementing an innovative technology approach to empower frontline employees
• Building a strong internal knowledge base to ensure agents are skilled to address individual customer needs
• Developing multi-channel management through skills based call routing, virtual hold, email/chat and enhanced reporting tools
• Mapping the customer journey from satisfaction through loyalty to becoming brand champions

Cyrus Allen
Director – Customer Experience
TELSTRA

3.20 Ensuring Your Customer Strategy Is Clearly And Identifiably Linked To Your Brand Image

• Defining your brand image in customer experience terms
• Discovering customer expectations of your brand in order to meet their needs
• Using real time customer feedback to drive accountability for customer satisfaction and performance
• Protecting your brand by aligning customer engagement practices to promote customer advocacy

Belinda Loizou
Customer Service Manager
ST GEORGE BANK

4.00 U Ser – Customer – Brand: The Experience That Bonds Them Together

• The evolution of interaction: analysing the relationships between user/customer/brand experience
• Understanding how each experience informs another – the sum is larger than the parts
• Expanding your capabilities through mobile user experience
• Delivering a fresh perspective for a fresh approach

Steve McKenzie
Head of Customer Care
SIEMENS AUSTRALIA

4.40 Designing A CEM Strategy Prior To Integrating A CRM System

• Uncovering the root cause of your biggest issues or drivers to identify the best strategy to resolve or improve it
• Engaging a pilot study to attain realistic expectation of ROI
• Forming a CEM strategy that maximising existing organisational capabilities and systems before harnessing new ones
• Calculating the most effective customer experience strategy to reduce its demand on resources

Ann Harding
Manager – Customer Enterprise Systems
CRAZY JOHNS