| |
 |
|
|
9.00 am |
Registration & Breakfast |
|
|
10.00 am |
Welcome Remarks & Overview by Frost & Sullivan
Mark Dougan, Managing Director, ANZ, Frost & Sullivan
|
|
|
10.15 am |
Keynote : Leveraging the Voice of the Customer
This keynote session will cover the following Themes:
- Listening - Success in business is driven by cost effective strategies to satisfy customer needs. In this keynote address, Professor Morris Pentel will look at effective listening strategies from some of the most successful companies in the world. He will review if these strategies could be applied to your organization. He looks at the 10 simplest things you can do to listen to the voice of your customer.
- Learning – Different generations have different communication needs but so do different social groups. The presentation will look at how best to communicate with different types of customers.
- Managing the Conversation - Technology deployment strategies will play a large role in how you talk to the customer so you need to understand what technologies help deliver the right customer interaction and what is really on the roadmap over the next 2 years will help you plan your way forward.
- Bottom Line – What is the financial impact of listening to the voice of the customer and learning what you need to do and then having a real conversation with your customer … based on real case studies from organizations around the world.
Professor Morris Pentel, Chairman, Customer Experience Foundation
 download
|
|
|
11.00 am |
Case Study: Becoming a Customer-Obsessed Organization - The VHA Journey
- Customer Experience and the Telecommunications industry
- The Customer journey so far
- The Challenges and opportunities for the new VHA
Kristin Haynes, Head of Customer Experience Design and Implementation, Vodafone Hutchison Australia
download
|
|
|
11.45 am |
Case Study Presentation by Brady Jacobsen, National Manager, Customer Contact Channels, Australia Post
|
|
|
12.30 pm |
Case Study Presentation by Jennifer Rufati, Head of Customer Operations, Westpac Banking Corporation
download |
|
|
1.00 pm |
Networking Lunch |
2.00 pm |
Choice of Concurrent Session 1 |
| |
Track A : People Management & Customer - Centricity |
Executive Career Management in the Australian & Greater Asia-Pacific Customer Contact Industry
The rapidly increasing sophistication of the Customer Contact industry as the key to distribution, indeed survival, for the modern enterprise has spawned a rich mix of executive career paths now able to be navigated by talented Customer Contact professionals, both locally and internationally. This interactive session highlights the executive skills, knowledge and attributes that will be in most demand over coming years, profiling specific “hot roles” as well as the salaries being commanded by best of breed practitioners in these disciplines. Recruiting managers and candidates alike will leave this session completely abreast of the latest dynamics in the executive recruitment market.
Greg Tanna, Founder & Managing Director, Tanna Partners
download
|
Track B : Business strategies, Innovation & Technology |
Extending the Contact Center into the Enterprise
The contact centre is the face of the enterprise and is effectively the barometer of business performance. This session will look at what information the contact centre actually has (or could compile) and how that information can be used to better integrate the contact centre with business strategy to drive business improvement and growth. It will cover things like a contact opportunity matrix, supply & demand model, root cause analysis opportunities, employee engagement and customer satisfaction.
Steve Mitchinson, National Chairperson, Australian Teleservices Association
download
|
|
2.30 pm |
Choice of Concurrent Session 2 |
| |
Track A : People Management & Customer Centricity |
The Mobile Workforce: Enhancing Customer Care with Remote Agents
Michael Powrie, Managing Director – ANZ, GN Netcom
download
|
Track B : Business strategies, Innovation & Technology |
Cloud Computing & the Contact Center: Can all the hype really deliver?
It seems that 2010 is going to be extremely 'cloudy' if all the predictions come true. So what, if any, are the implications for contact centers and customer service operations? Drawing on over 25 years of experience in Australia, UK, Germany, France, Holland, Canada and USA using leading-edge technologies to fulfill business needs, Gavin Keeley will provide a real-life view of what the cloud can realistically deliver to a contact centre, tangible results, limitations, benefits and differing risk and reward approaches to the cloud for customer contact.
Gavin Keeley, CTO, Hollard Insurance
|
|
3.00 pm |
Choice of Concurrent Session 3 |
| |
Track A : People Management & Customer Centricity |
Case Study: The ROI of employee Engagement @Datacom
- Why we need engaged employees
- Measuring engagement, how and how often
- What the data says about the primary needs of our employees
- Improving engagement - Linking engagement scores to management KPIs and remuneration
- Corporate social responsibility – how our initiatives create employee engagement
- The ROI – what we believe we gain from our employee engagement program
Andy Cranshaw, General Manager of Professional Services, Datacom SEA
download
|
Track B : Business strategies, Innovation & Technology |
Presentation by Ian Aitchison, CEO, COPC Asia Pacific |
|
|
|
|
|
3.30 pm |
Afternoon Refreshments |
|
|
4.00 pm |
Social Customer Engagement Strategy: Leveraging on Social Networks to drive Customer Experience
This Session will cover the emerging trends in social media and how social networks such as Facebook, Twitter & others can be used to engage customers & drive customer experience. It will discuss the ways in which social media can be used by enterprises, the process & people changes that would be required for a social customer engagement strategy and the potential challenges ahead.
Shivanu Shukla, Associate Director, ICT Practice, APAC, Frost & Sullivan download
|
|
|
4.30 pm |
“Ask-the-Experts” Panel Discussion – Emerging Customer Relationships in Social Media
Social Media is the fastest growing channel for growing customer relationships, with the potential to eclipse other channels in terms of influence & reach. This session will explore the various methods Fortune 1000 companies have used to enter into this space and how they have overcome the fear of online engagement. It will also discuss how leaders can use this channel to increase customer loyalty & drive value for their organizations.
Moderator: Shivanu Shukla, Associate Director, ICT Practice, APAC, Frost & Sullivan
Panelists:
- Brady Jacobsen, National Manager, Customer Contact Channels, Australia Post
- Professor Morris Pentel, Chairman, Customer Experience Foundation
- Michael Powrie, Managing Director – ANZ, GN Netcom
- Paul Luketich, Managing Director, Noble Systems
- Kristin Haynes, Head of Customer Experience Design & Implementation, Vodafone Hutchison Australia
|
|
|
5.15 pm |
Closing Remarks by Summit Chairman followed by the “Play & Win” Lucky Draw
|
|
|
5.30 pm |
End of Summit
|
|
|
|
| |
|
| *Disclaimer: |
Frost & Sullivan reserves the right to amend the Summit Program as it deems necessary, without prior notice. |
| |
| BACK TO TOP |
|
| |
| Partner Sponsor |
Supporting Sponsor |
 |
.jpg) |
| Media Partners |
Official Newswire |
|
|
 |
|
| REQUEST FOR eBROCHURE |
|
|
|
