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27 October 2010 - Proving that Better Customer Experiences are Cheaper


Welcome to the thirteenth meeting of the Chief Customer Officer Forum, on behalf of the member committee and Limebridge Australia. The theme for the day is Proving that Better Customer Experiences are Cheaper.  It is particularly pleasing to welcome as members, Ian Harrison and Helen Wells who were guest presenters at the May Forum together with Peter Walker from the ATO who spoke in 2009 and Stan Neely from Centrelink. We have a stimulating agenda today kicking off with Mr Mark Bouris who will provide his unique CEO perspective...

Keynotes

We have a stimulating agenda today kicking off with Mr Mark Bouris who will provide his unique CEO perspective and closing with Steve Vamos providing a Board perspective.

Editorial

The Australian junk media promotes the idea that major companies who cut costs must be hurting their customers. We disagree. Of course cost cutting hurts the customer if it is done the wrong way. Some companies have understaffed their service operations, created backlogs or restricted access to manned service...

Case Studies

We welcome case studies from Andrew May, Energex, Seek, iiNet, Allianz, ANZ, Vodafone and Steve.

Agenda

View the full agenda for this forum here.