Registration and Coffee

Chairperson’s Opening Address

Greg McAllister, Head of HR Consulting, OCG Consulting

Chaos is a ladder – How contact centers can add value to organizations in periods of significant customer facing change

Prashant Bakshi, Chief Customer Officer, New Zealand Qualifications Authority

Identifying effective and emerging channels to enhance customer digital engagement strategy 

Bridgette Dalzell, General Manager Customer Connection Hubs, Bank of New Zealand

Panel Discussion: The future of customer service  

Moderator: Greg McAllister, Head of HR Consulting, OCG Consulting 

Sarina Pratley, General Manager Contact Centre, ANZ 

Bridgette Dalzell, General Manager Customer Connection Hubs, Bank of New Zealand 

Amanda Bremer, Head of Customer Service Delivery, Enviro NZ

Morning Tea

Explanation of how the roundtable discussions will run

Delegates will have a choice to attend two rotating 30-minute informal and interactive roundtables. This is a terrific opportunity to discuss, gain new insights and solve challenges that your organisation may be facing. 

Networking Lunch

Mindfulness Activity

Brenda James, Leadership & Career Development Consultant, Leadership Reboot

Using technology and omni-channels to enhance customer experience

Skye Nicholls, General Manager Operations and Transformation, Canon Australia

AIA NZ on leveraging Workforce Planning to optimize customer service capability.

Mat Bark, Head of Existing Business, AIA

Building workforce capability, culture and unique ways of proactive care to improve customer experience 

Tara Parata, Head of Customer Care, Genesis

Afternoon Tea

Prize Draw

Panel Discussion: Finding the right balance between automating processes and utilizing existing agent workforce 

Moderator: Greg McAllister, Head of HR Consulting, OCG Consulting

Sharron Botica, Chief Customer Officer, AIA 

Sarina Pratley, General Manager Contact Centre, ANZ 

Martin Fox, Customer Service Centre Manager, St John NZ

Building resiliency in your centre to be ready for the unexpected 

Martin Fox, Customer Service Centre Manager, St John NZ

Chairperson’s Closing Address

End of Day Two

High-Effective Performance and Leadership within Complex Working Environments workshop

8:30 AM | Registration and Morning Coffee   

  

9:00 AM | Session 1: Enhance your understanding of highly effective leadership in increasingly complex and uncertain environments  

• Why is your organisation making it so complex? 
• What is changing in our environment? 

 

9:50 AM | Session 2: Highly effective leadership  

• Creating a high trust team – Generosity, Candour, Accountability and Vulnerability 
• Empathy – being able to connect with your people and what is going on in their lives 
• Recognition – the difference between appreciation and recognition  
• Storytelling – the power of storytelling 

 

10:45 AM | Morning Tea 

 

 

11:05 AM | Session 3: Explore effective strategies and approaches to enhance the well-being and performance of yourself as a leader and your entire contact centre team  

• Empowerment in a contact centre 
• Discuss Strategies for well-being & improvement 
• What can an agent have control over? 
• The conversation framework to de-escalate upset customers 
• What can leaders do to reduce customers anxiety? 

 

12:15 PM | Networking Lunch 

 

1:15 PM | Session 4: Learn how to foster resilience and facilitate and support teams through change  

• The power of whole brain thinking 
• Adopt innovative ways to build cohesive and high performing teams 
• The importance of coaching, and the various elements of it that will also increase resilience and leadership 

 

2:35 PM | Afternoon Tea 

 

 

2:55-4:00 PM | Session 5: Continuing different coaching practices 

• Focus on Coaching Focus Areas, how do you do it? 
• Focus on Calibration, how do you do it? 

 

 

 Sue Atkins, Director, Connections

 

Sue has had extensive knowledge in customer experience transformation and has demonstrated the power of its methodologies to both increase revenue and reduce costs. Sue has extensive knowledge of customer research and insight, service design, digital channels, contact centres, retail stores and customer proposition design. 

 

Sue is renowned for her strategic foresight and being a catalyst for change. She is quick to discern key facts to frame business problems, in order to develop and implement innovative customer-centric and commercially astute solutions. 

 

Over recent years, Sue has focused on customer experience transformation, particularly in channel interactions. She has led programmes that have included cultural change and knowledge transformation. This work has been profiled in best practice case studies globally. 

 

Prior to this, Sue held management roles across Telecom including training, channel strategy, sales planning, service design and segment marketing.

 

 

 

 

 

 

Mark Macdonald, Director, Connections

 

 

Mark has extensive expertise in customer experience process management that has demonstrated the power of focussing an organisation on improving customer outcomes in order to deliver operational excellence across complex customer and business end to end processes. Utilizing a mixture of commercial and operational expertise, he is experienced at delivering a range of different types of projects from product to market delivery, capability improvements through to Lean Six Sigma process improvement projects.  

  

Mark specializes in developing and implementing business improvement strategies and benefit realisation frameworks. Mark is experienced at building structured problem solving capability at all levels of an organisation, ensuring clarity on the problem and sustainable solutions are implemented.  

  

He is skilled in key stakeholder management and communication, with experience in influencing over 2000+ people across a number of different business units, including significantly different disciplines, and 7 external companies.  

Prior to specialising in business improvement and process management Mark led a culture change across a complex organisation, identified reduce to serve opportunities, performance management, consulting and business planning management roles.