13 October 2022: Employee Experience = Customer Experience
- 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
- 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
- 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
12 May 2022: Insights, Data, Personalisation and the Customer
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
- 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
14 October 2021: Differentiated Customer Experiences
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
- 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
13 May 2021: Changing Customer Operating Models Post COVID
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
· 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
15 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
· 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
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.
A “multi-dimensional” Site visit to Winning Appliances, Sydney
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 firstname.lastname@example.org for further details.
Metricon Homes and SensiLab, Monash University, Caulfield
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
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
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
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
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.
Wednesday 12 and Thursday 13 October 2022
RACV Club, Melbourne
Wednesday 11 and Thursday 12 May Sydney 2022
Pullman Quay Grand Sydney Harbour
Wednesday 13 and Thursday 14 October Brisbane 2021
Sake Restaurant and Bar
Wednesday 12 and Thursday 13 May Melbourne 2021
Wednesday 12 and Thursday 13 May Sydney 2021
Wednesday 12 and Thursday 13 May Brisbane 2021
Alchemy Bar and Restaruant
Wednesday 14 and Thursday 15 October 2020
Wednesday 14 and Thursday 15 October 2020
16 and 17 October 2019
Rockpool Bar & Grill
The Park Hyatt
15th and 16th May 2019
Bentley Restaurant and Wine Bar
The Shangri La Hotel,
17th and 18th October 2018
The RACV Club
15th and 16th May 2018
The Bridge Room
The Ovolo Hotel Woolloomooloo
17th and 18th October 2017
The Sheraton Hotel
16th and 17th May 2018
The Four Seasons
25th and 26th October, 2016
Como Hotel South Yarra
17th and 18th May 2016
The Langham Hotel
21st and 22nd October 2015
The Sheraton Hotel
26th and 27th May 2015
Sepia Restaurant and Wine Bar
The Hilton Hotel, Sydney
22nd and 23rd October 2014
Vue Du Monde
The Langham, Melbourne
13th and 14th May 2014
The Langham, Sydney
22nd and 23 October 2013
Park Hyatt, Melbourne
14th and 15th May 2013
Guillaume at Bennelong, Sydney Opera House
Intercontinental Hotel, Sydney
23rd and 24th October 2012
RACV Club, Melbourne
21st and 22nd May 2012
Peter Gilmour's Quay Restaurant
Sofitel Wentworth, Sydney
25 and 26 October 2011
Tree Tops Room Melbourne Musuem
The Westin, Melbourne
16 and 17 May 2011
Utzon Room, Sydney Opera House
The Raddison, Sydney
26 and 27 October 2010
The Wine Room, The Westin
The Westin, Melbourne
17 and 18 May 2010
The ECQ Bar Terrace Room at Quay
The Quay Grand Suites, Sydney