Contact Centre Week Australia 2017

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* 1. Personal Details:

Name:

Job Title:

Organisation:

Phone:

Email:

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* 2. In a sentence how would you describe your overall experience at the conference in regards to networking, presentation content and value of attendance?

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* 3. Which speakers attracted you most to the conference?

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* 4. Which topics most attracted you to this conference?

SPEAKER EVALUATION: Please rate each session that you attended. Also our speakers appreciate any specific comments

DAY ONE SPEAKERS:

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* 5. Chairman: Tanya Eglinton, Head of Contact Centre Operations, nib

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 6. From Async to Attribution: Trends Shaping CX in 2017

Jim Kraeutler, Vice President of Innovation Management, Genesys

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

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* 7. Transforming the Customer Experience Through a Proactive Care Program at Bupa

Daryl Niemandt, Head of Contact Centres and Partnerships, Bupa

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 8. The Internet of Me and the impact on the Customer Experience

Peter Chidiac, Managing Director, Avaya Australia & New Zealand
Stuart Althaus, CEO, SME Gateway Pty Ltd
Mark Townend, CEO, RSPCA Queensland

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

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* 9. Speed Networking

	Excellent	Very Good	Good	Fair	Poor
Overall	Overall Excellent	Overall Very Good	Overall Good	Overall Fair	Overall Poor

Comments

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* 10. Your Motivational Futurist Speaker: “Connecting the Customers in the Future”

Steve Sammartino, Futurist

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 11. Interactive Discussion Groups: Table 1 - OMNI-CHANNEL

Facilitators: Paul Bichsel, Director of Success, Zendesk
Charlie Thomlinson, Strategic Account Executive, Zendesk

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 12. Interactive Discussion Groups: Table 2 - CUSTOMER JOURNEY MAPPING

Facilitators: Jim Kraeutler, Vice President of Innovation Management, Genesys
James Walford, Principal Solutions Consultant, Genesys

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 13. Interactive Discussion Groups: Table 3 - Building Your Cloud Foundation To Drive Collaboration

Facilitator: Tom McCormack, Contact Project Manager, Salmat

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 14. Interactive Discussion Groups: Table 4 - WEBCHAT & MOBILE APP

Facilitator: Anthony Brown, Principal Consultant, Contact Centre, Avaya

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 15. Interactive Discussion Groups: Table 5 - IVR

Facilitator: Callan Schebella, CEO, Inference

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 16. Interactive Discussion Groups: Table 6 - The Rise Of Chatbots In The Let Me Do It World

Facilitator: Doug Park, Customer Contact Architech – ANZ, Aspect

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 17. Interactive Discussion Groups: Table 7 - Driving Digital Adoption - The State of IVRs in 2017 and Beyond

Facilitator: Eli Levy, APAC Head, Jacada

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 18. Stream A: Preparing Your Contact Centre to Outsource and Offshore
Case Study: Lessons Learnt from Setting up a Contact Centre Offshore in the Philippines

Tanya Eglinton, Head of Contact Centre Operations, nib

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 19. STREAM A: Preparing Your Contact Centre to Outsource and Offshore
Fiji – Outsourcings Best Kept Secret

Mark Mahoney, Commercial Director – Asia Pacific, Mindpearl

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 20. STREAM A: Preparing Your Contact Centre to Outsource and Offshore
Panel Discussion: How Do you Successfully Manage a Relationship with Your Outsource and Offshoring Business Partner?

Facilitator: Sharon Melamed, Managing Director, Matchboard
Panelists: Tim Powell, Contact Centre Manager, Teachers Mutual Bank
John Merrit, Head of Customer Care, Energy Australia
Tanya Eglinton, Head of Contact Centre Operations, nib

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 21. STREAM A: Preparing Your Contact Centre to Outsource and Offshore
Learning From The Many Painful Lessons Of Poor Outsourcing And Offshoring

David Jaffe, Director, Limebridge

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 22. STREAM B: Customer Experience Excellence Through Data and Analytics
How Kiwibank Uses Voice Of The Customer Across Channels To Improve Customer Experience

Toni Swatridge, Senior Manager Customer Segments, Kiwibank

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 23. STREAM B: Customer Experience Excellence Through Data and Analytics
2020 CX Strategies: Addressing the ROI of Customer Experience tools to Improve Services

Sandip Sen, Global CEO, Aegis Limited

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 24. STREAM B: Customer Experience Excellence Through Data and Analytics
Implementing and fully leveraging Customer Analytics for real time interactions

Sean O’Malley, Director of Contact Centres and Operations Transformation, AMP

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 25. STREAM B: Customer Experience Excellence Through Data and Analytics
Delivering an Optimum Customer Experience and Investing in Our Staff for the Future

Jane Elley, Service Manager Business Development, Department of Inland Revenue
Paul Macann, Service Manager, Department of Inland Revenue

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 26. Panel Discussion: Igniting Employee Engagement and Boosting a Customer Centric Culture Through Change

Panelists: Julie Bingham, Head of Contact Centre, QSuper
Fiona Evans, Vice President Customer Service, DHL Express Australia
Chris Jones, Contact Centre Manager, Australian Maritime Safety Authority
Brioney Buchan, Head of Insurance Sales & Operations, Qantas loyalty - Qantas Airways Ltd
Sean McGinn, General Manager, Service Excellence, ME Bank

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 27. Fire-Side Chats: Creating a Customer Centric Organisation

Facilitator/Interviewee:
Tanya Eglinton, Head of Contact Centre Operations, nib
Helen Crossan, National Manager of Contact Centres, BT Financial Group
Russell Murphy, Contact Centre Manager, Service NSW
Goran Stojanovski, Global Manager Customer Contact Centres - Customer & Commercial Relationships, Qantas Airways Limited

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

DAY TWO SPEAKERS:

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* 28. Chairman: Justin Tippett, Managing Director, Contact Centre Central

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 29. Opening International Keynote Presentation: Lessons from Deploying Natural Speech IVR in Lloyds Banking Group

Andrea Ayres, Senior Manager, Automated Services, Lloyds Bank

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 30. Achieving Customer Centricity & Loyalty through Operational Excellence

Melissa Studman, Head of Operations – Customer Contact Channels, Australia Post

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 31. CX Efficiencies and Digital Transformation

Andy Moy, Director - Strategic Solutions, Pitney Bowes

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 32. How Alex the Virtual Assistant is Managed Within the Contact Centre and Has Improved Customer Engagement

Ben Foster, Digital Business Lead - Digital Program Delivery, Australian Taxation Office

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 33. Transforming NBN Customer Service to Enable 8 Million Happy Homes by 2020

Lincoln Jurd, Executive GM, NBN Australia

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 34. STREAM A: Managing Workforce Capability and Change Management in an Evolving Contact Centre
Delivering Digital Change and Supporting Staff on The Transformation Journey

Russell Murphy, Contact Centre Manager, Service NSW

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 35. STREAM A: Managing Workforce Capability and Change Management in an Evolving Contact Centre
Embarking on a Transformation Journey at Toowoomba Regional Council and Engaging the Company along the Ride

Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 36. STREAM A: Managing Workforce Capability and Change Management in an Evolving Contact Centre
Key Insights into Creating an Award Winning Workplace Environment at Brisbane City Council

Tracey Madgwick, Customer Delivery Manager, Brisbane City Council

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 37. STREAM B: Preparing Your Contact Centre for the Future Through Omni-Channel, Automation, and Technology Innovation
Implementing a World Class Cloud Solution to Move Towards Omni-Channel Engagement

Angela Tangas, Group Executive, iSelect

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 38. STREAM B: Preparing Your Contact Centre for the Future Through Omni-Channel, Automation, and Technology Innovation
How To Deliver Omni Channel Contact Without Adding Cost

David Jaffe, Director, Limebridge

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 39. STREAM B: Preparing Your Contact Centre for the Future Through Omni-Channel, Automation, and Technology Innovation
Setting up for the Contact Centre of The Future Through Omni-Channel Engagement and Agent Profiling

Matt Butler, Senior Channel Development Manager, ANZ NZ

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 40. Panel Discussion: Preparing for The Future of Contact Centres in an Automated World

Panelists: John Merrit, Head of Customer Care, Energy Australia
Sean O’Malley, Director of Contact Centres and Operations Transformation, AMP
Martin Weatherhead, Head of Contact Centre Performance & Operations, Suncorp Group

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 41. Creating Four Pillars of Strategy to Influence Cultural Excellence and Multi Skilled Agents

Olivia McMillan, Senior Manager - Customer Experience, REA Group

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor
Presentation	Presentation Excellent	Presentation Very Good	Presentation Good	Presentation Fair	Presentation Poor

Comments

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* 42. Champagne Roundtable Discussions

Table 1: Managing Webchat and Social Media Effectively to Optimise your Service Offering
Table 2: Creating Staff Engagement and Managing Agent Retention
Table 3: Tips and Tools for Managing Work at Home Staff within your Contact Centres and Support Functions
Table 4: Implementing Customer Journey Mapping into the Contact Centre to Enhance the Experience

	Excellent	Very Good	Good	Fair	Poor
Content	Content Excellent	Content Very Good	Content Good	Content Fair	Content Poor

Comments

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* 43. Site Tour(if applicable)
Location: Australian Tax Office Contact Centre - Upper Mount Gravatt
Facilitator: Fran Southward, Assistant Commissioner, Customer Service & Solutions, Service Delivery, Australian Taxation Office

	Excellent	Very Good	Good	Fair	Poor
Overall Rating	Overall Rating Excellent	Overall Rating Very Good	Overall Rating Good	Overall Rating Fair	Overall Rating Poor
Effectiveness of Presentation	Effectiveness of Presentation Excellent	Effectiveness of Presentation Very Good	Effectiveness of Presentation Good	Effectiveness of Presentation Fair	Effectiveness of Presentation Poor
Communication Ability	Communication Ability Excellent	Communication Ability Very Good	Communication Ability Good	Communication Ability Fair	Communication Ability Poor
Degree of Preparation/Organisation	Degree of Preparation/Organisation Excellent	Degree of Preparation/Organisation Very Good	Degree of Preparation/Organisation Good	Degree of Preparation/Organisation Fair	Degree of Preparation/Organisation Poor

Comments

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* 44. Workshop A&D (if applicable)
Topic:Tips for Encouraging Staff Engagement, Empowerment, and Influencial Change

Facilitator: Russell Murphy, Contact Centre Manager, Service NSW

	Excellent	Very Good	Good	Fair	Poor
Overall Rating	Overall Rating Excellent	Overall Rating Very Good	Overall Rating Good	Overall Rating Fair	Overall Rating Poor
Effectiveness of Presentation	Effectiveness of Presentation Excellent	Effectiveness of Presentation Very Good	Effectiveness of Presentation Good	Effectiveness of Presentation Fair	Effectiveness of Presentation Poor
Communication Ability	Communication Ability Excellent	Communication Ability Very Good	Communication Ability Good	Communication Ability Fair	Communication Ability Poor
Degree of Preparation/Organisation	Degree of Preparation/Organisation Excellent	Degree of Preparation/Organisation Very Good	Degree of Preparation/Organisation Good	Degree of Preparation/Organisation Fair	Degree of Preparation/Organisation Poor

Comments

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* 45. Workshop B&E (if applicable)
Topic: Applying Customer Journey Mapping Techniques Within The Contact Centre To Improve The Customer Experience

Facilitator: Lyn Trewenack, MyBudget

	Excellent	Very Good	Good	Fair	Poor
Overall Rating	Overall Rating Excellent	Overall Rating Very Good	Overall Rating Good	Overall Rating Fair	Overall Rating Poor
Effectiveness of Presentation	Effectiveness of Presentation Excellent	Effectiveness of Presentation Very Good	Effectiveness of Presentation Good	Effectiveness of Presentation Fair	Effectiveness of Presentation Poor
Communication Ability	Communication Ability Excellent	Communication Ability Very Good	Communication Ability Good	Communication Ability Fair	Communication Ability Poor
Degree of Preparation/Organisation	Degree of Preparation/Organisation Excellent	Degree of Preparation/Organisation Very Good	Degree of Preparation/Organisation Good	Degree of Preparation/Organisation Fair	Degree of Preparation/Organisation Poor

Comments

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* 46. Workshop C&F (if applicable)
Topic: Omni Channel Contact Centre- Providing The Same Level Of Service At Every Touchpoint

Facilitator: Andrea Ayres, Senior Manager, Automated Services, Lloyds Bank

	Excellent	Very Good	Good	Fair	Poor
Overall Rating	Overall Rating Excellent	Overall Rating Very Good	Overall Rating Good	Overall Rating Fair	Overall Rating Poor
Effectiveness of Presentation	Effectiveness of Presentation Excellent	Effectiveness of Presentation Very Good	Effectiveness of Presentation Good	Effectiveness of Presentation Fair	Effectiveness of Presentation Poor
Communication Ability	Communication Ability Excellent	Communication Ability Very Good	Communication Ability Good	Communication Ability Fair	Communication Ability Poor
Degree of Preparation/Organisation	Degree of Preparation/Organisation Excellent	Degree of Preparation/Organisation Very Good	Degree of Preparation/Organisation Good	Degree of Preparation/Organisation Fair	Degree of Preparation/Organisation Poor

Comments

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* 1. Personal Details:

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* 2. In a sentence how would you describe your overall experience at the conference in regards to networking, presentation content and value of attendance?

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* 3. Which speakers attracted you most to the conference?

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* 4. Which topics most attracted you to this conference?

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* 5. Chairman: Tanya Eglinton, Head of Contact Centre Operations, nib

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* 6. From Async to Attribution: Trends Shaping CX in 2017Jim Kraeutler, Vice President of Innovation Management, Genesys

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* 7. Transforming the Customer Experience Through a Proactive Care Program at BupaDaryl Niemandt, Head of Contact Centres and Partnerships, Bupa

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* 8. The Internet of Me and the impact on the Customer ExperiencePeter Chidiac, Managing Director, Avaya Australia & New ZealandStuart Althaus, CEO, SME Gateway Pty LtdMark Townend, CEO, RSPCA Queensland

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* 9. Speed Networking

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* 10. Your Motivational Futurist Speaker: “Connecting the Customers in the Future”Steve Sammartino, Futurist

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* 11. Interactive Discussion Groups: Table 1 - OMNI-CHANNELFacilitators: Paul Bichsel, Director of Success, ZendeskCharlie Thomlinson, Strategic Account Executive, Zendesk

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* 12. Interactive Discussion Groups: Table 2 - CUSTOMER JOURNEY MAPPINGFacilitators: Jim Kraeutler, Vice President of Innovation Management, GenesysJames Walford, Principal Solutions Consultant, Genesys

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* 13. Interactive Discussion Groups: Table 3 - Building Your Cloud Foundation To Drive CollaborationFacilitator: Tom McCormack, Contact Project Manager, Salmat

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* 14. Interactive Discussion Groups: Table 4 - WEBCHAT & MOBILE APPFacilitator: Anthony Brown, Principal Consultant, Contact Centre, Avaya

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* 15. Interactive Discussion Groups: Table 5 - IVRFacilitator: Callan Schebella, CEO, Inference

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* 16. Interactive Discussion Groups: Table 6 - The Rise Of Chatbots In The Let Me Do It WorldFacilitator: Doug Park, Customer Contact Architech – ANZ, Aspect

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* 17. Interactive Discussion Groups: Table 7 - Driving Digital Adoption - The State of IVRs in 2017 and BeyondFacilitator: Eli Levy, APAC Head, Jacada

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* 18. Stream A: Preparing Your Contact Centre to Outsource and OffshoreCase Study: Lessons Learnt from Setting up a Contact Centre Offshore in the PhilippinesTanya Eglinton, Head of Contact Centre Operations, nib

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* 19. STREAM A: Preparing Your Contact Centre to Outsource and OffshoreFiji – Outsourcings Best Kept SecretMark Mahoney, Commercial Director – Asia Pacific, Mindpearl

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* 21. STREAM A: Preparing Your Contact Centre to Outsource and OffshoreLearning From The Many Painful Lessons Of Poor Outsourcing And OffshoringDavid Jaffe, Director, Limebridge

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* 22. STREAM B: Customer Experience Excellence Through Data and AnalyticsHow Kiwibank Uses Voice Of The Customer Across Channels To Improve Customer ExperienceToni Swatridge, Senior Manager Customer Segments, Kiwibank

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* 23. STREAM B: Customer Experience Excellence Through Data and Analytics2020 CX Strategies: Addressing the ROI of Customer Experience tools to Improve ServicesSandip Sen, Global CEO, Aegis Limited

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* 24. STREAM B: Customer Experience Excellence Through Data and AnalyticsImplementing and fully leveraging Customer Analytics for real time interactionsSean O’Malley, Director of Contact Centres and Operations Transformation, AMP

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* 25. STREAM B: Customer Experience Excellence Through Data and AnalyticsDelivering an Optimum Customer Experience and Investing in Our Staff for the FutureJane Elley, Service Manager Business Development, Department of Inland RevenuePaul Macann, Service Manager, Department of Inland Revenue

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* 28. Chairman: Justin Tippett, Managing Director, Contact Centre Central

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* 29. Opening International Keynote Presentation: Lessons from Deploying Natural Speech IVR in Lloyds Banking GroupAndrea Ayres, Senior Manager, Automated Services, Lloyds Bank

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* 30. Achieving Customer Centricity & Loyalty through Operational ExcellenceMelissa Studman, Head of Operations – Customer Contact Channels, Australia Post

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* 31. CX Efficiencies and Digital TransformationAndy Moy, Director - Strategic Solutions, Pitney Bowes

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* 32. How Alex the Virtual Assistant is Managed Within the Contact Centre and Has Improved Customer EngagementBen Foster, Digital Business Lead - Digital Program Delivery, Australian Taxation Office

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* 33. Transforming NBN Customer Service to Enable 8 Million Happy Homes by 2020Lincoln Jurd, Executive GM, NBN Australia

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* 34. STREAM A: Managing Workforce Capability and Change Management in an Evolving Contact CentreDelivering Digital Change and Supporting Staff on The Transformation JourneyRussell Murphy, Contact Centre Manager, Service NSW

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* 35. STREAM A: Managing Workforce Capability and Change Management in an Evolving Contact CentreEmbarking on a Transformation Journey at Toowoomba Regional Council and Engaging the Company along the RideKirrilly Rowan, Manager Customer Service, Toowoomba Regional Council

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* 36. STREAM A: Managing Workforce Capability and Change Management in an Evolving Contact CentreKey Insights into Creating an Award Winning Workplace Environment at Brisbane City CouncilTracey Madgwick, Customer Delivery Manager, Brisbane City Council

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* 37. STREAM B: Preparing Your Contact Centre for the Future Through Omni-Channel, Automation, and Technology InnovationImplementing a World Class Cloud Solution to Move Towards Omni-Channel EngagementAngela Tangas, Group Executive, iSelect

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* 38. STREAM B: Preparing Your Contact Centre for the Future Through Omni-Channel, Automation, and Technology InnovationHow To Deliver Omni Channel Contact Without Adding CostDavid Jaffe, Director, Limebridge

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* 39. STREAM B: Preparing Your Contact Centre for the Future Through Omni-Channel, Automation, and Technology InnovationSetting up for the Contact Centre of The Future Through Omni-Channel Engagement and Agent ProfilingMatt Butler, Senior Channel Development Manager, ANZ NZ

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* 41. Creating Four Pillars of Strategy to Influence Cultural Excellence and Multi Skilled AgentsOlivia McMillan, Senior Manager - Customer Experience, REA Group

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* 6. From Async to Attribution: Trends Shaping CX in 2017

Jim Kraeutler, Vice President of Innovation Management, Genesys

* 7. Transforming the Customer Experience Through a Proactive Care Program at Bupa

Daryl Niemandt, Head of Contact Centres and Partnerships, Bupa

* 8. The Internet of Me and the impact on the Customer Experience

Peter Chidiac, Managing Director, Avaya Australia & New Zealand
Stuart Althaus, CEO, SME Gateway Pty Ltd
Mark Townend, CEO, RSPCA Queensland

* 10. Your Motivational Futurist Speaker: “Connecting the Customers in the Future”

Steve Sammartino, Futurist

* 11. Interactive Discussion Groups: Table 1 - OMNI-CHANNEL

Facilitators: Paul Bichsel, Director of Success, Zendesk
Charlie Thomlinson, Strategic Account Executive, Zendesk

* 12. Interactive Discussion Groups: Table 2 - CUSTOMER JOURNEY MAPPING

Facilitators: Jim Kraeutler, Vice President of Innovation Management, Genesys
James Walford, Principal Solutions Consultant, Genesys

* 13. Interactive Discussion Groups: Table 3 - Building Your Cloud Foundation To Drive Collaboration

Facilitator: Tom McCormack, Contact Project Manager, Salmat

* 14. Interactive Discussion Groups: Table 4 - WEBCHAT & MOBILE APP

Facilitator: Anthony Brown, Principal Consultant, Contact Centre, Avaya

* 15. Interactive Discussion Groups: Table 5 - IVR

Facilitator: Callan Schebella, CEO, Inference

* 16. Interactive Discussion Groups: Table 6 - The Rise Of Chatbots In The Let Me Do It World

Facilitator: Doug Park, Customer Contact Architech – ANZ, Aspect

* 17. Interactive Discussion Groups: Table 7 - Driving Digital Adoption - The State of IVRs in 2017 and Beyond

Facilitator: Eli Levy, APAC Head, Jacada

* 18. Stream A: Preparing Your Contact Centre to Outsource and Offshore
Case Study: Lessons Learnt from Setting up a Contact Centre Offshore in the Philippines

Tanya Eglinton, Head of Contact Centre Operations, nib

* 19. STREAM A: Preparing Your Contact Centre to Outsource and Offshore
Fiji – Outsourcings Best Kept Secret

Mark Mahoney, Commercial Director – Asia Pacific, Mindpearl

* 21. STREAM A: Preparing Your Contact Centre to Outsource and Offshore
Learning From The Many Painful Lessons Of Poor Outsourcing And Offshoring

David Jaffe, Director, Limebridge

* 22. STREAM B: Customer Experience Excellence Through Data and Analytics
How Kiwibank Uses Voice Of The Customer Across Channels To Improve Customer Experience

Toni Swatridge, Senior Manager Customer Segments, Kiwibank

* 23. STREAM B: Customer Experience Excellence Through Data and Analytics
2020 CX Strategies: Addressing the ROI of Customer Experience tools to Improve Services

Sandip Sen, Global CEO, Aegis Limited

* 24. STREAM B: Customer Experience Excellence Through Data and Analytics
Implementing and fully leveraging Customer Analytics for real time interactions

Sean O’Malley, Director of Contact Centres and Operations Transformation, AMP

* 25. STREAM B: Customer Experience Excellence Through Data and Analytics
Delivering an Optimum Customer Experience and Investing in Our Staff for the Future

Jane Elley, Service Manager Business Development, Department of Inland Revenue
Paul Macann, Service Manager, Department of Inland Revenue

* 29. Opening International Keynote Presentation: Lessons from Deploying Natural Speech IVR in Lloyds Banking Group

Andrea Ayres, Senior Manager, Automated Services, Lloyds Bank

* 30. Achieving Customer Centricity & Loyalty through Operational Excellence

Melissa Studman, Head of Operations – Customer Contact Channels, Australia Post

* 31. CX Efficiencies and Digital Transformation

Andy Moy, Director - Strategic Solutions, Pitney Bowes

* 32. How Alex the Virtual Assistant is Managed Within the Contact Centre and Has Improved Customer Engagement

Ben Foster, Digital Business Lead - Digital Program Delivery, Australian Taxation Office

* 33. Transforming NBN Customer Service to Enable 8 Million Happy Homes by 2020

Lincoln Jurd, Executive GM, NBN Australia

* 34. STREAM A: Managing Workforce Capability and Change Management in an Evolving Contact Centre
Delivering Digital Change and Supporting Staff on The Transformation Journey

Russell Murphy, Contact Centre Manager, Service NSW

* 35. STREAM A: Managing Workforce Capability and Change Management in an Evolving Contact Centre
Embarking on a Transformation Journey at Toowoomba Regional Council and Engaging the Company along the Ride

Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council

* 36. STREAM A: Managing Workforce Capability and Change Management in an Evolving Contact Centre
Key Insights into Creating an Award Winning Workplace Environment at Brisbane City Council

Tracey Madgwick, Customer Delivery Manager, Brisbane City Council

* 37. STREAM B: Preparing Your Contact Centre for the Future Through Omni-Channel, Automation, and Technology Innovation
Implementing a World Class Cloud Solution to Move Towards Omni-Channel Engagement

Angela Tangas, Group Executive, iSelect

* 38. STREAM B: Preparing Your Contact Centre for the Future Through Omni-Channel, Automation, and Technology Innovation
How To Deliver Omni Channel Contact Without Adding Cost

David Jaffe, Director, Limebridge

* 39. STREAM B: Preparing Your Contact Centre for the Future Through Omni-Channel, Automation, and Technology Innovation
Setting up for the Contact Centre of The Future Through Omni-Channel Engagement and Agent Profiling

Matt Butler, Senior Channel Development Manager, ANZ NZ

* 41. Creating Four Pillars of Strategy to Influence Cultural Excellence and Multi Skilled Agents

Olivia McMillan, Senior Manager - Customer Experience, REA Group

* 43. Site Tour(if applicable)
Location: Australian Tax Office Contact Centre - Upper Mount Gravatt
Facilitator: Fran Southward, Assistant Commissioner, Customer Service & Solutions, Service Delivery, Australian Taxation Office

* 44. Workshop A&D (if applicable)
Topic:Tips for Encouraging Staff Engagement, Empowerment, and Influencial Change

Facilitator: Russell Murphy, Contact Centre Manager, Service NSW

* 45. Workshop B&E (if applicable)
Topic: Applying Customer Journey Mapping Techniques Within The Contact Centre To Improve The Customer Experience

Facilitator: Lyn Trewenack, MyBudget

* 46. Workshop C&F (if applicable)
Topic: Omni Channel Contact Centre- Providing The Same Level Of Service At Every Touchpoint

Facilitator: Andrea Ayres, Senior Manager, Automated Services, Lloyds Bank