PAST MEETINGS

Keynotes:

• Optimising Human Performance in the era of Employee Experience, Andrew May, Author, Podcaster, Performance Coach and CEO and Founder of Strivestronger
• Was this the best example of EX = CX or was it VX = CX? Cherie Mylordis, Business Transformation Expert and Leadership Coach

Breakout Discussions:

• Andrew May, Author, Podcaster, Performance Coach and CEO and Founder of Strivestronger Strive Stronger: Designing a sustainable Operating Rhythm
• Laura Christie, Executive Director, Service Delivery Frontline Channels Getting back to the service of public service at Service NSW
• Johann Loibl, Director of Customer Service, Carma: An experience led business
• Damian Kirk, Director of Residental and SME, e-on: Ways of working you have implemented at e-on

Ted Talks:

• Lisa Pogonoski, General Manager, Customer Solutions, Westpac: The Pogcast
• Karen Andrews, Head of Consumer Engagement - Social Consumer Care, Nestle: Purpose on a page
• Matt Paterson, Group Chief Operatons Officer, nib, Vaccinate against the Competitor
• Jo Moxey, National General Manager Customer Care, BT Finance: Empowering Magic Moments
• Tina Morrell General Manager, Customer Strategy & Experience Design, NRMA: Using AGILE squads to tackle Customer Pain Points
• Cassandra Kingsley, Head of Customer Service, Transurban: Supporting our vulnerable Customers

May 2022: Insights, Data, Personalisation and the Customer

Keynotes and Guest Speakers:

• Using Data to drive value for the Customer and Company, Wendy Stops, (B.AppSc(IT), GAICD), not-executive Director.
• The Rise of the Post Covid Customer, Corporate Advisor, Bernard Salt, Media Commentator and Columnist, Podcast Presenter, Linked In Top Voice 2020, 2018

Breakout Discussions:

• Stephen Scheeler (returning keynote presenter from the previous CCO Forum: CEO @Omniscient and former CEO Facebook, Australia & New Zealand: Five personalisation themes already evident in the 21 century and what makes them hard.
• Lauren Shepherd, Head of CRM and Loyalty, MECCA: How MECCA used personalisation to recreate the intimacy of the store experience.
• Karen Ganschow, Head of Data Sciences, Aware Super: Making data a true enabler for Aware Super.
• Craig Fuller, Director of Operations, Amazon Australia: Earths most customer centric company, fact or fiction?
• Bill Price (U.S.), President Driva Solutions and David Jaffe, Director (Limebridge Australia): Case studies of organizations using data to become frictionless for customers.
• Case Study from the UK (via Zoom) – Darren Cornish, former HR Services Director, Aviva: How Aviva made 900 leaders data natives and transformed the customer experience

October 2021: Differentiated Customer Experiences

Keynotes and Guest Speakers

• Rethinking Customer Experience a more Challenging Idea, Ann Sherry Board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia
• Current CEO Perspective: nib CEO Mark Fitzgibbon’s perspective on the customer experience and the next evolution, Mark Fitzgibbon, Managing Director and CEO nib
• How the oldest guy at Facebook had to relearn management and ethics, Stephen Scheeler, CEO @Omniscient and former CEO Facebook, Australia & New Zealand

Breakout Discussions:

• Karen Clydesdale, Head of Customer Experience and Customer Relationship Management, Tennis Australia: Enabling Tennis to make Customer Led Decisions
• Martin Smithson, General Manager, Merchandise Strategy and Transformation: Lessons and stories in creating Accessible experiences at Coles
• Harriet Wakelam, Executive Manager Customer Behaviour and Design, IAG: Designing for risk: the impact of design thinking on products at IAG

Keynotes and Guest Speakers

· The Greatest Change Mix in Business History, Sue Morphet – former CEO, Pacific Brands

· From $10 to ASX: The Booktopia Story, Tony Nash – Founder and CEO, Booktopia

Breakout Discussions:

· Emma Prentice, General Manager, Customer Experience and Insights at WooliesX: Woolworths COVID-19 Customer Game Change

· Tarek Ayoub, Co-Founder and CEO at Beforepay: Customer Obsession v Investor Needs at Before Pay

· Andrew Hume, Chief Executive Officer at Probe CX: Never miss the opportunity of a good crisis: the 2020 Probe story

· David McNeil, General Manager Customer Operations, Alinta Energy: A Perfect Calm

· Emma Pezzimenti, Head of Customer Experience, Aussie Broadband: Values rather than scripts: Aussie Broadband’s approach to customer service

· Michael Baker, Chief Operating Officer, United HealthCare Provider Operations: United Healthcare Providor Operations (the largest US Healthcare Provider), Dramatic Covid-19 Response

Keynotes and Guest Speakers

· Jodie Fox Reboot – Learning from success and failure at Shoes of Prey, Jodie Fox, Entrepreneur, Author and preparing for next Adventure!

· Why Culture, Ethics and Social Sensibility are now key to all Organisations, Greg Hywood, former Chief Executive, Fairfax Media

· Nurturing Culture in a Virtual World, Steve Simpson, International Speaker and Author

Breakout Discussions:

· Tim Bennett-Williams, Head of Service and Support, MYOB: Multi-dimensional change at a digital native: the MYOB story

· Genevieve McLean, Senior Manager – Global Care Standards and Assurance Consistency, consistently: How Optus created one set of Standards to enable consistently amazing customer experiences, every time

· Leah Monica, Assistant Vice President, Member Service Centres, Costco Wholesale

Thinking outside the big box: How Costco had to redesign itself

· Lisa Pogonoski, General Manager, Customer Resolution, Westpac, Changing the Focus on Customers through Complaint Handling

· Peter Walker, Assistant Commissioner, Enterprise Services and Technology, Australian Taxation Office: Super, Keeper, Boost: the ATO’s COVID Response

CCOF Zoom Meeting Summary: Friday June 26

Themes: The bumpy road back to some work in the office (or not)

The fourth discussion of the Australian CCO Forum group since COVID-19 restrictions were put in place. It was a month since our previous discussion (called the road to the new normal) but many common issues remain. Back in late May people were saying that the office didn’t look that good and that is still true. In May concerns were expressed for line managers and that issue has remained. There is increasing acceptance of at-home work and the changes that has created.

The discussion topic for the meeting focused on what is working well, what do companies want to get back to and what needs to change. We’ve summarised some of our observations of the emerging state of play under two headings:

· Why no one is rushing back to the office and the plans that exist

· How we are managing people in this new world

There were two common areas of discussion covered separately

· Bottling the speed of change

· The productivity conundrum

It is therefore hard to gauge or study the long-term productivity impacts

Introduction

The third discussion of the Australian CCO Forum group since COVID-19 restrictions were put in place. All members of the group shared the challenge that either all or a large part of the workforce is working from home. The write up is summarised under three headings:

· Five changes that are working well

· Five work in progress items on new challenges

· Five Issues in progress to the new normal – how the future workplace is looking

Sharing Lessons in Making At Home Work More Effective

10 Great Ideas that were shared about at home work and other changes at the Sharing Lessons in Making At Home Work - Work more Effective CCOF conference call:

a) Reduced meeting times:

b) Grasp the opportunity to change: “There is no better time to bring about hard transformational change than with the air-cover of a Global Pandemic” was our favourite quotation of the call.
c) Facilitating more personal discussions:
d) Induction method for new starters (replacing sitting with experienced staff):
e) Share my pain:
f) Shared extension and counselling programs:
g) Extra gestures:
h) Make at home a sustainable environment
i) New scenarios you need to be ready for in seeing into people’s homes:
j) Too close to the trees: Get a second opinion
k) Video conference now has relaxed protocols:

Members of the CCOF were asked to complete a short survey on their transition through the COVID crisis. Seven members also shared their learnings on a conference ZOOM from varied sectors.

Keynote and Guest Speakers

• How the impact of non-financial risk has put the customer at the centre again. Pauline Vamos, formerly of ASIC and is now a full time non-executive director.
• Why culture, ethics and social sensibility are now key to all organisations. Graeme Samuel, former ACCC CEO, who has also been heavily involved with recent APRA reviews.
• Maintaining a Culture of Service Built on Trust in the Face of Changing Headwinds: Raed Moukarem, Executive Director Member/Customer Experience - Market Insights, USAA

Break Out Discussions:

• Chris Crook, Founder, Managing Partner, Nature: Whose Data is it anyway? What Australian's understand and think about their data and its use.
• Gavin Lewis, Chief Operating Officer, Green Peak Energy: Building Trust with businesses in an industry that isn't Trusted.
• Brad Moult, Head of Data Services, Data Republic: Lessons in balancing personalisation privacy for customers in a regulated data world.
• Dan O'Neill, Founder - Principal Consultant, OpExtion: The CBA inside story: Lessons in processes, culture and trust and the impacts of the Royal Commission and APRA
• Joan Brierley, A/Executive Director Drivers and Vehicles Services at Department of Transport, Western Australia: Balancing Staff and customer empowerment with regulation and oversite at Transport WA
• Sean McBride, General Manager Motor Claims, Claims & Assessing Auto & General Holdings: Balancing trust, profit and regulatory expectations in insurance claims
• Sam Bartlett, Marketing Director, The Australian Red Cross Blood Service: Forgiven not forgotten - lessons in recovery from breaches of trust.