Over the last 12 months, with limited capital to invest in service experience, Foxtel focused on creatively working with existing tools and digital teams to build specific assets in the troubleshooting place to enhance customer experience. With calls per subscriber about a quarter down over the last 12 months, 25 to 30% of support through chat, and bot containment between 35 -70%, what’s next for Foxtel ? 

In this session, Jason will share the learnings that have come out of the last 12 months that has paved the way for a robust digital transformation program

·     Driving a low effort experience without large investments

·     Efficiently transitioning your customers to an assisted digital versus a voice service experience

·     Understanding the personas of your customers and leveraging this to encourage the shift to digital

·     Key Learnings: Examining the roadblocks and challenges

Ondemand link : https://event.on24.com/wcc/r/3168167/68519A432CDC56F94AFF20A73151F104

Jason Smith

Director of Service & Agent Experience
Foxtel

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Facing significant industry disruption, pressures brought on by the pandemic and challenges with legacy infrastructure, Foxtel needed to evolve its service quickly to meet heightened customer demands.

It responded by introducing a more agile business model to its service operations and within 8 weeks resulted in a 50% boost in service efficiencies. Tune into this session to hear what were the key service investments Foxtel made to pivot quickly and what it has learned during this crucial time.

Ondemand link : https://event.on24.com/wcc/r/3173802/F7A9EE5514D0FCAC645C90330FB1CFE1

Plus, you will hear how the organisation plans to spearhead a new service legacy that will significantly improve the way it services its customers in the future.

Ondemand link : https://event.on24.com/wcc/r/3173802/F7A9EE5514D0FCAC645C90330FB1CFE1

Adam King

Group Director for Customer, Marketing, Audience Enablement & Corporate Technology
Foxtel Group

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Jason Smith

Director of Service & Agent Experience
Foxtel

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Derek Laney

Head of Product Marketing, APAC, Service Cloud
Salesforce

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Humm Group migrated from a set of disparate on-premises platforms to a cloud-based contact centre solution.

Join the discussion to learn about- 

• Their journey to the cloud and lessons on the way
• How they built a business case for cloud migration
• Decision on the choice of channels to serve a wide demographic range of customers
• Benefits seen from cloud migration

https://event.on24.com/wcc/r/3173807/6CD0DF07086F16A21EB766EFE64E6C77

Sponsored by: Genesys

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Rebecca Martin

Head of Customer Experience and Sales Support
Humm Group

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Sian Jenkins

Marketing Director, APAC
Genesys

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Siteminder is a technology company that helps hotels overcome this challenge. Siteminder works with more than 35,000 hotels in 160 countries and generates 100 million reservations worth $US35 billion in revenue each year. As its operations expanded around the world, the company needed to constantly invest in communications infrastructure. With staff and client numbers continuing to grow, Siteminder’s IT team realised that something had to change. 

Join Siteminder's Global ICT Director, Michael Badham to learn how Siteminder:

• Deployed a cloud-first strategy to transition from four existing PBXs across the world, to an all-in-one platform to support their telephony and contact centre requirements.
• Has improved utilization of team members and staff performance, as well as ensuring consistently high levels of customer service at all times.
• Reduced their operational costs and simplified global management and support. 

Ondemand link : https://event.on24.com/wcc/r/3173809/AFABBA2E4CCC741A85920F29F682F2C1

Sponsored by: 8x8

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Michael Badham

Global ICT Director
Siteminder

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Customer experience doesn’t stop at the door of your customer service organization. Delivering a memorable experience spans teams across the organization, connecting customers and front-line agents to the middle and back offices. Siloed teams and systems increase contact volumes and lengthen resolution times. This degrades not only the customer experience but employee experience as well, resulting in lost revenue and increased cost.

Hear from our esteemed speakers, Matt and Tomer, as they discuss:

• How a poor customer experience impacts the business.
• The importance of going beyond customer engagement to provide a positive customer experience.
• The steps organizations need to take to ensure they are connecting people and systems efficiently and effectively to provide a positive experience

Ondemand link : https://event.on24.com/wcc/r/3173811/6375BF5BB8886C8A22F75D1E1D8479AA

Sponsored by: Servicenow

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Tomer Garzberg

Co-Founder & CEO
ybot

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Matt Porta

Director, Customer Experience Solution Consulting
ServiceNow

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With a number of contact centres situated around the world, run by multiple service management providers, and the disruption due to COVID-19, Mastercard had to pivot their cx strategy to continue to service customers and provide an excellent customer experience globally,

• Exploring Mastercard’s journey & how we addressed the impact of Covid 
• Driving agent engagement and ensuring metrics and standards are met
• Leadership training through Covid and new ways of coaching   

Ondemand link : https://event.on24.com/wcc/r/3173813/55B898E7EEFA06AD566FE50889E0D6F7                                                                                                                                                                                  

Renzo Urzua

Global Contact Center Management Trainer
Mastercard

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