Summit Agenda

08:20

08:50

09:00

OPERATIONAL PROCESS IMPROVEMENT

09:10

  • Digital transformation in forwarding channel strategy and product development 
  • Keeping the contact center at the heart of quality customer interactions 
  • Looking into the lessons learned from transformation - covering opportunities to accelerate change and common mistakes made along the way 

09:50

10:20

DIGITAL CUSTOMER SERVICE DELIVERY AND EXPERIENCE

10:50

  • Hear how Countdown have embraced cloud, digital and AI to meet ever changing customer and employee needs 

11:20

  • Streamlining operations and eliminating redundant procedures  
  • How improving usability, accessibility and user experience will result in lower support costs, increase customer acquisition and retention  
  • Innovating call centre procedures and processes to maximise budget potential –how to leverage technology to increase efficiencies? 
  • Driving improvements from customer feedback-  How can it allow for service and operational improvements? 

12:10

12:20

01:20

TRANSFORMING CUSTOMER EXPERIENCES

01:30

  • From then to now - customers waiting a week to waiting hours  
  • Achieving through transforming operations through new ways of working 
  • A glimpse into the future of Trade Me Support Experience  

02:00

INTERACTIVE ROUNDTABLES

02:10

 Roundtable I
Are conventional IVR practices holding us back?
Mike Banbrook, CEO, Convai 
Simon Baxter, Contact Centre Consultancy Lead, Vodafone 
 
Roundtable II 
Engage, personalise & delight with the power of omnichannel and conversational AI  
Simon Shanks, General Manager, Synergy Enterprise Solutions  
Adam Kratiuk, Contact Centre Account Executive, Twilio  
 
Roundtable III
Contact Centre versus Customer Engagement Centre! Is there a difference? Where are you on the curve?  
Annemarie Hodgson, Senior Solution Consultant, Genesys

03:10

03:40

03:50

  • Optimizing technology to improve the end-to-end customer experience 
  • How will contact centres be transformed into engagement optimization centres instead? 
  • Assessing shifts and trends in customer expectations to tailoring proactive interactions 
  • Achieving true customer empathy and enhancing the overall care experience 

04:30

  • Integrating an additional 3 million New Zealanders into Individual Income Tax Assessments 
  • “What you do matters” – Alignment of our people’s capabilities and their experience 
  • Utilizing data analytics approach to CX and innovation has assisted changes to customers and channels

04:50

  • The State of Wellbeing 
  • Three Wellbeing solutions 
  • A Case Study on promoting wellbeing 

05:00

05:10

06:30

08:30

09:00

DELIVERING CUSTOMER SERVICE IN THE DIGITAL AGE

09:10

  • Looking into how technology can complement agent and management skills to enhance operations 
  • Merging people with technology, overcoming fears of redundancy, and improving retention  

09:40

  • How BNZ is Increasing engagement with digital technology adoption 
  • Ensuring customers are connecting to most suited banker with reduced waiting times 

10:10

  • Assessing shifts and trends in customer expectations  
  • Optimizing technology and tailoring interactions to improve understanding of the end-to-end customer experience   
  • How will call centres be transformed into engagement optimisation centres?  
  • Tracking customer journey and integrating data across all platforms 

10:50

11:20

INTERACTIVE ROUNDTABLES

11:30

Roundtable I 
Are you choosing to make customers wait? 
Tim Warren, CEO, Ambit 
 
Roundtable II 
Conversational AI Design Principles for Making a Great Chatbot Experience 
Michael Bradley, Partner Director APAC, Cognigy 
 
 
Roundtable III 
Is your internal recruitment team giving you the ROI you need, and proactive searching for new talent in the right places? 
Stephanie Richardson, Consulting Director, Paragon Recruitment 
Sarah Mannion, Global Support Centre Manager, Fisher and Paykel Appliances      

12:30

01:20

01:30

02:00

  • Why is Workforce Planning vital to the success of our Contact Centre 
  • Mini case study in AIA NZ’s Workforce Planning transformation 
  • Where to next for the future of AIA’s Workforce Planning 

EFFECTIVE RECRUITMENT, DEVELOPMENT AND RETENTION

02:30

  • Evolving culture to grow a highly engaged workforce and leadership 
  • Embedding continuous improvement as a way of working by leveraging CSR experience  
  • Shifting from a reactive to proactive way of caring for most vulnerable customers

03:00

03:30

03:40

  • How can technology and innovation can be leveraged to align employees with organizational goals? 
  • Developing a customer driven and highly-engaged workforce – how can we motivate, engage and encourage employees to be customer focused 
  • The importance of retaining workplace culture within strategy - a key player in delivering excellent customer service 
  • Reflecting on remote-work programs and flexible working schemes moving forward 

04:20

  • Why is remote working becoming the way of the present? The new-NORMAL 
  • Managing staff wellbeing and productivity when working from home 
  • St John COVID 19 Case-Study Standing up a team of 200 in 2 weeks 

04:40

04:50

High-Effective Performance and Leadership within Complex Working Environments workshop

 
16th June 2022, Karstens Auckland 
 
Key Learnings:
 
  • Enhance your understanding of highly effective leadership in increasingly complex and uncertain environments  
  • Explore effective strategies and approaches to enhance the well-being and performance of yourself as a leader and your entire contact centre team  
  • Adopt innovative ways to build cohesive and high performing teams  
  • Learn how to foster resilience and facilitate and support teams through change 

Workshop Agenda

WORKSHOP LEADER