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24 October 2012
Weekly operating rhythm of the People’s Ground
The MCG can have up to 250,000 spectators over a weekend and has many variables to juggle. While other venues many host one game a week, the MCG often hosts 2-3 in addition to the largest concerts, biggest cricket matches and international soccer games. It needs to transition from 5,000 staff and up to 100,000 customers per day and do it seamlessly up to three times a week. However much of the experience is delivered through partners in ticketing, security and catering so partner management is another key capability. This case study will explain what processes and measures the MCG control in order to help manage those experiences. The case will describe the unique weekly operating rhythm that the MCG has in place and the skills built in forecasting, contracting and partner management, media and risk management. This case study will enable members to compare their capabilities with Auistralia’s largest and busiest events venue.
B. Uncovering the performance reality of your core process through data driven process analysis software
ANZ has been one of the first adopters of data driven tools that help understand and monitor process performance. In this practical hands on case Dinesh Ekanayake, will share how they have used these data driven machine learning tools to identify the hundreds of variations that occur in key processes. They will describe the revelations about re-work and bottlenecks that the tools have revealed. The second “use case” is around monitoring key processes across the business in order to identify new issues and problems that need to be jumped on. The team will also discuss lessons they have learnt in setting up and deploying these tools and the benefits they have obtained
A. Practical use of AI to improve the Customer experience, Employee experience and Customer operations
Simon Kriss is Australia’s leading authority on AI in customer operations (and he is tool and solution agnostic). In this “hands on” discussion he will demonstrate how AI, through Large Language Models, can deliver improved customer experiences and save time and effort. He will share practical examples in Customer experience delivery, employee experience and techniques to deliver operational efficiency. In many cases he will show you how this works in practice. He’ll also share some thoughts on risks you need to be aware of and questions you should be asking your CIO. This discussion will suit those just commencing their AI journey and those who already have some runs on the board.
“Keeping ahead of the pack”
Macquarie is an amazing success story in the Australian financial sector. From humble beginnings as Hill Samuel, Macquarie has consistently attracted the best talent in financial services and used that talent to develop a wide range of products and services to Australian investors and consumers. Now with operations spanning the globe, the wealth, asset finance and banking segments are among the most profitable companies in finance today. More recently, Macquarie began to release direct banking products to retail consumers and collected to be known as the Personal Bank internally. This meant creating a differentiated product set and operations to take on the big 4 banks in Australia in a crowded retail sector – and with not one high street branch to boot. In this case study you will hear about the strategic underpinnings of that goal, what data was important and how the retail mortgage sector was to be approached. Recently a set of key initiatives were undertaken to boost how contact and operations could be streamlined to make Macquarie to “go-to” bank for fast, effective mortgage approvals. And no surprise, it worked - Macquarie is now touted as the fastest for mortgage approvals in Australia, consistently growing market share each month.
Using data and service design to engage all parts of the business in customer improvement
CommSec is a market leader in online broking and investments and as a mature business needs to think differently to stay ahead of competitors. Delivering improvements to customer experience is critical to ongoing success, but how do you proceed when not everyone agrees on the method.
Yvette Littlejohn & Eloise Newbury lead these changes and will cover a range of approaches that have been used to influence varied stakeholders in an environment where change typically involves many departments with competing goals. Case studies will illustrate how they use data, research and facilitation techniques to identify sustainable solutions for customers that the business is engaged in implementing. The cases will include problems that are common to many businesses such as changing the way customers are identified balancing risk, performance, and customer experience.
“Creating a Scaled Virtual Team to Deliver Moments of Truth that matter”.
Managing rent rolls has been the bread and butter of real estate in Australia. However, rental management is a cottage industry spread across 10,000 estate agents that often fails both tenants and landlords. “:Different” is a disruptive business backed by some major Financial services players that is changing the industry. Former forum member Andrew Porter will describe how their business model delivers to two levels of customer in the b2b2c model. He’ll describe the focus they give to the “moments that matter”, what they are and how they manage them “Differently” . ‘ll also share the potential advantages of building a ground up, virtualised model that can exploit the latest technologies and labour arbitrage in a fractured industry.
Ted Talk: Using AGILE squads to tackle Customer Pain Points
Ted Talk: Empowering Magic Moments
Ted Talk: Vaccinate against the Competitor
Ted Talk: Supporting our vulnerable Customers
Ted Talk: Purpose on a Page
Ted Talk: The Pogcast
Ways of working implemented at EON
Strive Stronger: Designing a sustainable Operating Rhythm
Progressive organisations and employees are redesigning sustainable Operating that find a blend between working at home, in hubs and hybrid. Central to this is establishing optimum Individual Operating Rhythm around the year, quarter, week, day and intra-day.
While CCO’s are faced with a wide array of challenges, Andrew will position how to embed a sustainable Operating Rhythm that reduces the risk of fatigue/burnout and support leaders to embed a model of sustained high performance. This workshop has been designed to add to the ideas in Andrew’s keynote with practical strategies to help participants “down regulate” to work smarter and optimise performance, without collateral damage.
Getting back to the service of public service at Service NSW
The Service NSW story has been one of the great turnarounds of customer experience in Australia. How do you create a great service culture from (majority of) the same public servants who had a reputation for the bureaucracy only months before? Laura will describe how staff were empowered to put customer satisfaction front and centre and take decisions to prioritise customer service, resulting in consistent, sky high customer satisfaction. Service NSW will be 10 years old in 2023, and during this time the culture has flexed and withstood a significant amount of change as well as new functions and responsibilities. It has recently been tested to respond to fire, flood and pandemic driven crisis. Find out why Service NSW has been praised by various commissions of enquiries in how staff responded.
Carma: An experience led business
Carma is start up that is revolutionizing the way used cars are bought and sold in Australia. In an industry where sales people are not trusted, it is building an experience that it hopes no others can match. At time of writing, it has perfect ratings on product comparison sites. Johann will talk about how he is building operations and a culture to deliver flawless customer experience. He will describe how he is motivating and rewarding employees to be at the forefront of that delivery and how the business is rallying around a central purpose.
A. Stephen Scheeler (returning keynote presenter from the previous CCO Forum): A. Five personalisation themes already evident in the 21 century and what makes them hard
Stephen Scheeler, the former Facebook ANZ CEO, watches with great interest as companies fail to utilise the data they have for the customer, deliver one size fits all products and experiences and rarely seek access to new data sources. In this interactive discussion, he will walk through five themes around personalisation and data, drawing on his years at the forefront of data, technology and media, including his recent foray into machine learning and the human brain. He recognises that personalisation and data use are fraught with challenges, particularly in a regulation heavy market like Australia and will discuss those. He is concerned that many Australian businesses are unprepared for the capabilities that the large technology companies bring to personalisation and data use, or for the speed with which these capabilities are changing. This discussion will also challenge the group to consider their own barriers to delivery of personalised experiences.
B. How MECCA used personalisation to recreate the intimacy of the store experience - Lauren Shepherd
After almost 25 years of delivering exceptional in-store experience to customers, it was time for MECCA to rethink its digital offering to ensure it could meet customers wherever they wanted to engage. Their much-acclaimed store experience allows team members to understand and tailor experiences to customers through conversation and product discovery. It’s the human interactions that really bring the magic to MECCA’s in-store experiences. The MECCA team wanted to mirror that across their digital channels with a customer-first approach using data-driven technology and AI to help shape those experiences. Lauren Shepherd will describe how the team are transforming the digital experience and some of the unique capabilities they now have in place – which can be applied back to further enhance the in-store experience in the future.
C. Making data a true enabler for Aware Super – Karen Ganschow
Karen Ganschow is endeavoring to put the right data in everyone’s hands at Aware Super. She has drawn from her previous great work at Telstra, Westpac and NAB in using data to drive improved experiences across the business. Karen will describe examples like trying to nudge front line staff to have an appropriate and data driven conversation when customers call. She’s also rethought the use of data in retention activity and is transforming the businesses understanding about retention drivers and how to make this actionable. She’ll cover why the business now has a “data awareness week” and how she is helping everyone understand the value and use of data. Finally, can’t talk data driven business without touching on Machine learning and AI. Karen will share current use cases in this this space. A great chance to spend time with one of Australian’s leading data evangelists.
D. Earths most customer centric company, fact or fiction? – Craig Fuller
Amazon has promoted itself as “earths most customer centric company” but what are the mechanisms that underpin this claim? Craig Fuller has been with them for seven years and runs operations across Australia, so he has seen what is hype versus reality. He has experienced first-hand what Amazon really does for customers and how customer priorities are embedded in culture and action. He’ll describe some of the mechanisms they have that he thinks make it different to other major businesses where he has worked and how Amazon brings certain leadership principles to life. He will cover how well critical processes are measured and understood and the energy and efforts that go into solving problems for the customer. This will be a fascinating insight into one of the most successful businesses of the last twenty years. Craig is unable to attend and will present via Zoom.
CASE STUDIES
Operational Excellence
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