Customer Experience Summit 2016 26.10.16 Presented by The Northern Sydney Institute in collaboration with Sydney Institute
Welcome Welcome to the TAFE NSW Customer Experience Summit. The Customer Experience Summit was established in 2013 by the Northern Sydney Institute, part of TAFE NSW. This bi-annual event provides a forum for staff to gain insights from top industry leaders, share best practices and participate in engaging workshops. The event is a great opportunity for you to join your TAFE NSW colleagues in a fun, engaging day of learning and sharing to further promote customer experience culture and philosophy across the business. The fact that you are here shows your passion for our business and our customers, and demonstrates your commitment to the TAFE NSW core values and strategic directions for the future. I hope you have a fantastic day. Alison Wood TAFE NSW Regional General Manager Sydney Region Keynote Speakers Alex Allwood Chief Executive Officer The Holla Agency Customer and Culture Two Halves of the Whole Alex is an Australian businesswoman, author and speaker on customer experience strategy. Alex is also the founder and CEO of The Holla Agency, a company specialising in customer experience and has over 20 years experience in customer-led brand and marketing strategy in the finance, health care, retail and not-for-profit sectors. A strategist at heart, Alex works with executive teams to develop their customer strategy; working with them to bring their vision to life both inside the business and across the customer journey. Author of the book Customer Experience is the Brand, Alex is also a thought leader and sought-after business speaker. Alex hosts the program CX LIVE and writes for many local and international business publications on customer experience strategy. Alex was awarded a Paul Harris Fellow for her contribution to the ongoing work of Rotary. Craig James Associate Director, Customer Experience and Insights Optus Optus: An insider s guide to becoming customer centric The customer s perception is your reality. Craig manages Optus Business Customer Experience and Insights team, and is tasked with helping the company achieve its goal of becoming the most loved and recommended service brand in Australia. Craig has more than 15 years experience in customer-focused roles. He has worked with private and public-sector clients to deliver growth and transformation strategies for customer-facing functions including marketing, sales, operations, customer service and customer experience. Before joining Optus, Craig was a management consultant at Deloitte UK for seven years, working with a range of international clients primarily across the Financial Services, Telecommunications and Consumer Goods industries. He was also seconded during this time to manage the Customer Experience function of the London Olympic Games.
Sean Cookson Associate Director, Business Strategy and Services TAFE NSW - Sydney Institute Peter Harris Executive Vice President and Managing Director, Asia Pacific Vision Critical The Customer Experience Challenge Sean has worked in a variety of industries and markets throughout his career; including financial and information services, online retail, corporate communications, education, advertising and digital media across Asia, Australia and New Zealand. He has held senior management roles in NASDAQ and Thomson Reuters in addition to launching several successful start-ups. Sean excels in leading collaborative and innovative teams and in his current role is responsible for leading the Northern Sydney Institute s Sales, Creative, Marketing and Customer Experience teams, building strong customer engagement strategies and delivering on outstanding Customer Experience promises. Online Communities: Harnessing Customer Power Peter is one of Australasia s leading consumer and Insight Community experts with 25 years of experience in marketing, research and strategy planning across multiple sectors throughout Asia Pacific. At Vision Critical he is responsible for a fast growing team of technology enabled researchers and community managers, ensuring the quality output of all research and key client relationships across the Asia Pacific region. Peter is an active member and Fellow of the Australian Market and Social Research Society (AMSRS) and Australian Marketing Institute (AMI), a former AMSRS National President (2007-2012) and is a Qualified Practicing Market Researcher (QPMR). He is also a co-chair of the Asia Pacific Research Committee (APRC) and sits on the Global Research Business Network leadership team (GRBN). Hugh Greenough Deputy Institute Director and Chief Operations Officer Colin Smith Associate Director The Customer Experience Challenge The customer s perception is your reality. Hugh has over 20 years of experience in leadership, change management and building customer centric organisations. From his role as Project Manager People and Customer with Jetstar; to Leadership Training Manager Service Delivery with Emirates; to his current role as Deputy Institute Director Chief Operating Officer at the Northern Sydney Institute, Hugh uses his extensive Kate Zabriskie knowledge of customer behaviour to affect change and growth in organisations. With a Masters in Arts and Psychology and a Master s in Education and Organisational Design, Hugh s passion for applied practice continues to grow and he has embedded a culture of customer care and engagement in his current role. The Service NSW Story - Transforming a Government Agency Into a Customer Service Leader With over 15 years of experience as a senior consultant, marketer and strategist with businesses across the globe, Colin is known for his expertise in identifying, qualifying and capturing new business opportunities. Since joining the Customer Experience Company three years ago, he has worked on the set up and launch of the Service NSW led Easy to do Business initiative and driven the digital government agenda at a state and federal level. Before this, Colin spent 10 years leading customer experience projects across Europe, China and APAC in telecoms, financial services and utilities.
Seminars Online Communities: Harnessing Customer Power Peter Harris - Executive Vice President and Managing Director, Asia Pacific - Vision Critical Today s most successful organisations are continuously improving the end-to-end customer journey. To do so, they need the high-quality insight that only comes from ongoing engagement with the people who know the company best: their customers. Peter Harris, one of Australasia s leading consumer and insight community experts with 25 years of experience in marketing, research and strategy planning, will explore how building authentic relationships with customers in an ongoing, twoway dialogue, allows companies to collect meaningful and high-quality feedback, leading to actionable insight and growth. Making Moments Matter Elizabeth Smith - Director of Education & Training Karen Doyle - Program Manager, Le Cordon Bleu Sydney How a customer perceives a brand can come down to just a single interaction, or moment of truth. These moments can make or break a business, so how can we use insights to ensure we deliver when it matters most? Karen and Elizabeth will take us through the student journey and explore the key moments of truth impacting customer experience. In addition, they will provide key insights on what actually matters the most to their students, and how to use that information to deliver memorable experiences. The Service NSW Story Transforming a government agency into a customer service leader Colin Smith - Associate Director In 2013, the Customer Experience Company was brought in to help Service NSW become the main interaction point for customers of the NSW Government. Their vision was to become an internationally recognised leader in government service delivery, and deliver substantial efficiency benefits to the government. How do you take on some of the most painful transactions we go through as citizens and turn it into an experience people love? How do you transform an organisation without removing any of the people? How do you take the stress and effort out of setting up a business in NSW? It all starts with the customer. NPS: Our Journey to Customer Advocacy Sophie Imbert - Manager Customer Engagement Callam Pentecost - Customer Experience Strategist Developed by Fred Reichheld and Bain & Company in 2003, Net Promoter Score has quickly become one of the most recognised methods of measuring customer loyalty, and is used by some of the most successful organisations on the planet. As one the first educational institutes in the country to implement it, Sophie and Callam will explain how the Northern Sydney Institute s Net Promoter Score (NPS) was first implemented to drive customer advocacy, and how it has now evolved to become one of the key growth indicators for the business Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves. There is only one boss. The Customer. And they can fire everybody in the company from the chairman on down simply by spending their money somewhere else. Steve Jobs, Apple Sam Walton, Walmart
Program 8:30am 9:15am 9:30am REGISTRATION WELCOME Glen Babington Chief Operating Officer TAFE NSW KEYNOTE 1: The Customer Experience Challenge Sean Cookson Associate Director, Business Strategy and Services TAFE NSW Sydney Institute 10:30am 11:00am Hugh Greenough Deputy Institute Director and Chief Operating Officer MORNING TEA KEYNOTE 2: An Insider s Guide to Becoming Customer Centric Craig James Associate Director, Customer Experience and Insights Optus 12:00pm SEMINAR SESSION 1: SEMINAR A Online Communities: Harnessing Customer Power Peter Harris Executive Vice President & Managing Director Vision Critical 1:00pm OR SEMINAR B Making Moments Matter Elizabeth Smith Director of Education & Training Karen Doyle Program Manager Le Cordon Bleu Sydney LUNCH 2:00pm SEMINAR SESSION 2: SEMINAR C NPS: Our Journey To Customer Advocacy Sophie Imbert Manager, Customer Engagement Callam Pentecost Customer Experience Strategist OR 3:00pm 4:00pm 4:15pm 5:30pm SEMINAR D The Service NSW Story Colin Smith - Associate Director KEYNOTE 3: Customer and culture two halves of the whole Alex Allwood Chief Executive Officer The Holla Agency THANK YOU / WRAP UP Alison Wood Regional General Manager Sydney Region, TAFE NSW NETWORKING EVENT EVENT CLOSE