PAST MEETINGS
October 2020: Transform, Fine Tune or Evolve
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

26 June 2020 The Bumpy Road Back to some Work in the Office (or Not)
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
14 May 2020 Sharing Lessons on the Road to the New Normal
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
24 April 2020 Sharing Lessons in Making At Home Work - Work more Effective
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:
4 April 2020: Transition to COVID Summary
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.
October 2019: Trust in the Era of Regulation and Security
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.

May 2019: Options in Connecting with Customers
Keynote and Guest Speakers
- The Journey from Marketer to NED: How we connect (or not) with Customers at different levels of the organisation, Holly Kramer, former CEO of Best & Less and Board Member across a range of diverse industries
- The Connection Perspective, Ben Crowe, Global Expert in Connection and Story Telling
- Strategic and Organisational Secrets to Unlock Innovation: Dr Robert Kay, Executive Director & Co-founder, Incept Labs:
Break Out Discussions:
- Deanne Martin, Head of Customer Service, SEEK: Strategies to unlock the potential of the millennial workforce
- Rochelle Stokes, Director Operations Design: Hyatt Hyatt’s lessons in evolving agents from Home globally.
- Julie Armstrong, Chief Operating Officer: UNO Breaking the Broken Broking Business Model at UNO
- Gerry Gaffney, Information & Design: Lessons in success and failure in connecting with staff and customers through UX design.
- Jo Devrey, Group Chief Operating Officer: Wining Group Winning retail formula - building a culture of customer obsession
- Nicola Lambe, Head of Sales Transformation: CUA Personalising personal banking - the iM CUA story.
- Steve Hoffman, Customer Experience Lead: Bunnings Group Limited Delivering better customer experience through improved team experience

October 2018: Executional Excellence Today
Keynote and Guest Speakers
- How excellence is changing today, Launa Inman, former Managing Director/CEO of Officeworks, Target Australia and Billabong International
- The Balancing Act of Keeping all Stakeholder Mildly Unhappy, Cameron Clyne, former CEO and MD, NAB
Break Out Discussions:
- Back and updated by popular demand: Professor Mary-Ann Williams, Director of the Innovation and Enterprise Research Laboratory (The Magic Lab) at UTS: The Behavioural Economics of Customer Decision Making.
- Johann Loibl, Head of Customer Service, Zip Co Ltd: Every Contact is telling you something – how Zip money drives improvement
- Chris Jackson, General Manager, Customer Experience, Transurban: From counting cars to caring about customers: Transurban’s road to customer centricity
- Andrew Kiel, co-founder, Blue Squirrel Tough Nuts: The Hard Yards of fintech start-up Blue Squirrel and lessons for Innovation in corporates.
- Bill Price, President, Driva Solutions: Melting Snowballs in the Desert with predictive analytics at Cable One
- Bill Price, President, Drive Solutions: Automating Processes to Do More with Less (Staff) at SMS Assist
- Alison Crabb, Leadership Development Expert, ex State Manager Flight Centre: Flight Centre’s Peaks and Pitfalls of Reward and Recognition
- Beverly Smith, Chief Customer Officer, Customer & Digital, Australian Unity: The Layer Cake Challenge of Fixing Things for Customers

May 2018: Customer Experience in the Age of the Machine
Keynote and Guest Speakers
- Where do first movers go next- the carsales.com.au story, Cameron McIntyre, Managing Director and CEO, carsales.com
- The Real Opportunities and Risks for Customer Experiences driven by Artificial Intelligence, Professor Mary-Anne Williams, Director of the Innovation and Enterprise Research Laboratory, University Technology Sydney.
- The Behavioural Economics of Customer Decision Making, Professor Mary-Anne Williams, Director of the Innovation and Enterprise Research Laboratory, University Technology Sydney.
- Insurmountable Opportunities: why accelerating change is the new formal, Dr James Chin Moody, Founder and CEO Sendle
Break Out Discussions:
- Bosco Tan, Co-Founder, Pocketbook: Pocketbook: Customer centred banking.
- Leticia Jennings, Country Manager loT, Vodafone Group: Internet of things goes past the Tipping Point.
- Dan O’Neill, Acting Executive General Manager, Group Operations, CBA: How end to end process thinking has solved customer problems and rethought data use.
- Deborah Potts, Head of Member Education and Advice, Rest Industry Super: Digital engagement of Gen Y and X in a grudge process
- Nicole Moy, Head of Product & Marketing Leap in!: The ultimate platform challenge: Unlocking the NDIS for all participants.

October 2017: Drivers of Innovation in the Customer Experience
Keynote and Guest Speakers
- If you are not ahead of the curve you are already late, Dr Catherine Ball, Co-Creator, World of Drones Congress.
- The Secrets of Customer Growth at the Australian Open, Craig Tiley, CEO, Tennis Australia
Break Out Discussions:
- Jeremy Hubbard, Head of Digital at UBank: How we taught a chatbot to talk like us – the UBank story.
- Justin Passaportis, General Manager, Victoria and South Australia, GoGet Carshare: Who needs a car? GoGet’s shared economy growth story.
- Julie Spring, Former HR Director, Pizza Express: Balancing standardisation with individuality in people based businesses
- Andrew Lock, Chief Product and Design Officer with Lisa Dowie, Chief Customer Officer, PEXA: Technology is the tip of the iceberg: the PEXA story of digital transformation.
- Discussion Group: Do we need to give customers more control if we are to deliver better customer experiences?
- Lucy Gregory, Commercial Project Manager, Data Republic: Data is the new black: How to share and get value from data via an appropriate governance framework.
- Jim Drainas, CCO, Cloud Case with Campbell Nicoll, Chief Risk Officer, Regional Australia Bank: A case study in streamlining customer onboarding for complex products and services.
- Carly Clifton, Head of CCO Operations & Business Performance, Westpac: How analytics and omni channel apps are helping Westpac customers.
A “multi-dimensional” Site visit to Winning Appliances, Sydney
20 February
A most successful indepth CX site visit to Market Leader Winning Appliances, Sydney
- One of the unique things about the Chief Customer Officer Forum (or CCOF) is that we arrange an “under the covers site visit” each year. This year we got to visit a Private Australian company, the Winning Group (Winning Appliances and Appliances Online), which has industry leading NPS of over 80 and were joined by members and guests from companies like RACQ, Woolworths, Westpac, BT, Rest and Icare. The group got to hear and see some of the secret sauce from this amazing business. This included time to:
· See how they live and breathe their 9 company values and assess how that has created a unique culture
- · Observe their unique daily team coaching sessions
- · Sit with front line teams on customer calls, live chat and email
- · Try “multi-sensory retail” as a Winning Appliances Culinary Expert cooked us lunch in their Flagship Redfern Showroom
- · Understand how their logistics enable their unique delivery approach
- Thanks to the fantastic team at Winning Group for enabling an amazing day. For an indepth discussion regarding learned outcomes please contact Gillian gilllian_goller@limebridge.com.au for further details.

Metricon Homes and SensiLab, Monash University, Caulfield
February 2019
The most recent CCOF Site visit was held at Metricon Homes and SensiLab Monash Unversity, Melbourne. The day commenced with tour of Metricion Homes Display centre hosted by Merril Hotchkin General Manager People and Business Improvement and Deanne Hovey, National Customer Experience Manager, followed by a lunch workshop discussion on Metricon developing new apps and self-service for their customers.
It was a successful session of the collective learnings and the lessons members have learnt on the take up of digital self-service and mobile apps for customers in their own companies. The tour of SensiLab, at Monash University, Caulfield also proved to be of great interest.

Stone & Chalk – Who foster and accelerate the development of World Leading Fintech Start-Ups
August 2017
Stone & Chalk is Australia’s premier fintech hub and is one of the leading technology incubators and has links to start up ecosystems across the Asia Pacific and around the world. Their startups are working across areas including, smarter machines, new market platform, investment management, payments, alternative banking, market based lending, e-KYC, insurance equity, crowdfunding , data sharing frameworks, loT/wearables, distributed ledge platforms and cyber security. We had the opportunity to hear about some of the so called fintechs and the process of incubation and innovation.
The day commenced with a tour followed by a presentation by Paul Shetler, who shared his two decades of experience internationally and in Australia on digitally transforming the customer experience including his most recent work leading Federal government initiatives. We then heard from “pitch like” presentations from four selected four selected residential start-ups each followed with questions and answers.
It was a truly interesting day where we were able to review first hand the fintech ecosystem and the inner workings of Australia’s leading fintech startup hub, Stone & Chalk.
The Royal Children's Hospital, Melbourne
August 2016
The Royal Children’s Hospital visit commenced with a presentation from, John Stanway and Jackie McLeod, who presented on,“Consumers at the Centre: The $48m Electronic Medical Record”. Followed by a presentation from, Janyne Dullard, ‘"ews culture – harnessing the power of information to reach and engage audiences". These presentations were most insightful, followed by a very interesting Q & A. We were then taken on a tour of the main street entrance, Emergency Department, Specialist Clinics – restructuring the clinical approach and a Ward visit – caring for patients. We learnt the objectives of the design and how it was developed to assist better customer service outcomes for all key stakeholders. Over coffee participants workshopped capacity challenges within the Emergency Department and the challenges of peak times.
The Innovation Studio – Monash University, Clayton
August 2016
The Innovation Studio tour was hosted by Ashley Keleher, Director Client Services, Trevor Woods, CIO and Teresa Finlayson, Director of Business Engagement. The tour captured the interest and imagination of all who attended. The Innovation Studio partners with start-ups and the entrepreneurial community, hack-a-thons and a Pop-up innovation lab. Plus, attempts to approach projects in an agile way. A most interesting and worthwhile visit.

Successful Site Visit - CBA Innovation Lab
August 2015
The CBA Innovation Lab is a living space where staff and customers collaborate to rapidly explore ideas, test concepts, develop solutions and together turn today's imagination into tomorrow's ground breaking solutions.
What does CBA's Innovation Lab consist of?
The Innovation Lab consists of a Garage which is a live, learn by doing space that is used by teams from the CBA, entrepreneurs, customers and business partners. The space allows cross-functional projects to work together without barriers; supported by Design Thinking / Experimentation Coaches, project teams are provided with the resources needed to test, iterate, and grow ideas.
The two Usability Labs enable real time user testing and focus groups to facilitate rapid customer feedback and iteration.
The interactive zones, the Product Wall and Data Wall, allow visitors to interact with big data and the newest products and services CBA has coming out of its development pipeline. The Collaboration Spaces allow cross-functional teams to come together in a neutral, open environment to tackle the toughest of business challenge.