·     Unifying channels and silos to provide a seamless customer experience

·     Modifying customer journeys based on interactions and improving engagement to increase revenue

·     Using Lean Six Sigma tools to drive process excellence improving both employee and customer experience

·     Reducing customer churn by successfully mapping customer journeys in real-time

Tina Morrell

General Manager, Customer Strategy and Experience
NRMA

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Dive into our State of Service research and hear how service experts see their next 12 months.

• Nigel Piper, Executive General Manager Customer Experience at Xero shares how Xero uses content and digital experiences to transform service from support to being trusted advisors for their customers. The Xero team "works-from-anywhere", using new tools, like Slack, to remain connected and are unified through the vision of the Chief Customer Officer. Expect similar trends in an industry near you.
• Yvonne Timson, COO, Community Vision shares how the pandemic is a compelling event for digital adoption even for the older demographic. Organisations are co-designing new ways of working by putting the control in the hands of the client paired with technology. During the pandemic, field service provides new opportunities for growth and digital communities are the key to us all aging well.
• Experienced technology analyst and VP Product Strategy, Olive Huang shares how organisations in Australia are in cost optimisation mode implementing automation to maintain experience and value optimisation, rationalising their portfolio of products to focus on what is most important to the company and customers.

Sponsored by: Salesforce

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Nigel Piper

Executive General Manager Customer Experience
Xero

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Yvonne Timson

Chief Operating Officer
Community Vision

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Olive Huang

Vice President, Product Strategy
Salesforce

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Join this session to hear how REA Customer & Consumer services have evolved their operations. Covering milestones, highlights, challenges and strategic enablers that have gotten REA thus far, and where they want to get to in terms of service capabilities. 

Join Tim as he provides an overview of:

• How REA has been evolving the service model to respond to growth
• How leveraging service strategy has helped REA bridge the Online to Offline (O2O) challenge for customer service excellence
• An overview of strategic service capabilities that will guide and enable the support of our customers and staff

Sponsored by: Zendesk

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Tim Sulzberger

Service Design & Innovation Manager
REA

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By the end of 2020 the ‘Gold-Standard’ contact centre looked markedly different to the one we all knew just 12 months earlier, before COVID-19. From the start of the pandemic, contact centres were facing a completely new set of challenges as customers started to grow a whole new set of expectations!

To the industry’s credit, Customer Experience technology adoption raced ahead to meet the needs of this rapidly evolving world, transforming customer service across the globe as more and more industries adapted to compete and survive.

In this session, we take a closer look at the global CX technology trends that have emerged and contributed to a new best-practice customer service, including:

• Adopting a virtual contact centre model and a work-from-anywhere policy for agents
• Integrating UC with the contact centre to foster collaboration
• Embracing AI to improve both customer and agent experience
• Accurately capturing the voice of the customer (VoC) for 100% reliable insights into the customer experience
• Introducing video into customer interactions

Sponsored by: Enghouse Interactive

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Anna Stokes

Director – Global Product Management
Enghouse Interactive

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Talkdesk will reveal insights from our recent Industry Trilogy research report series, outlining how leading companies are re-examining and prioritizing stronger customer experience across key verticals, including financial services, healthcare, and retail. Insights are backed by global research conducted across North America, Europe and ANZ

●    Explore and unpack some of the top priorities and pain points facing CX professionals today - across Financial Services, Healthcare, and Retail

●    Gain a better understanding of why CX professionals are committed to improving CX but are struggling to do so

●    Examine how the role of the contact centre is evolving to help transform and deliver better CX

●    Establish CX as a differentiator: the opportunity to adapt your contact centre from cost to profit centre

Sponsored by: Talkdesk

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David Gardner

VP Research and Insights
Talkdesk

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Andrew Antal

Head of Marketing (APAC)
Talkdesk

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