PAST MEETINGS

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

 

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

13 May 2021: Changing Customer Operating Models Post COVID

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

 

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

15 October 2020: Transform, Fine Tune or Evolve

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

 

26 June 2020 The Bumpy Road Back to some Work in the Office (or Not)

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

 

 

14 May 2020 Sharing Lessons on the Road to the New Normal

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:

 

24 April 2020 Sharing Lessons in Making At Home Work - Work more Effective

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.

 

4 April 2020: Transition to COVID Summary

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.

 

October 2019: Trust in the Era of Regulation and Security

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

 

May 2019: Options in Connecting with Customers

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
October 2018: Executional Excellence Today

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.
May 2018: Customer Experience in the Age of the Machine

A “multi-dimensional” Site visit to Winning Appliances, Sydney

20 February

A most successful indepth CX site visit to Market Leader Winning Appliances, Sydney

  1. 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

  1. · Observe their unique daily team coaching sessions
  2. · Sit with front line teams on customer calls, live chat and email
  3. · Try “multi-sensory retail” as a Winning Appliances Culinary Expert cooked us lunch in their Flagship Redfern Showroom
  4. · Understand how their logistics enable their unique delivery approach
  5. 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.
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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.

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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.

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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.

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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.

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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.

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Date
Restaurant
Venue
Wednesday 12 and Thursday 13 May Melbourne 2021
Movida Acqui
Virtual
Wednesday 12 and Thursday 13 May Sydney 2021
Uccello
Virtual
Wednesday 12 and Thursday 13 May Brisbane 2021
Alchemy Bar and Restaruant
Virtual
Wednesday 14 and Thursday 15 October 2020
Restaurant Hubert
Virtual
Wednesday 14 and Thursday 15 October 2020
Otto, Brisbane
Virtual
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
Iki-Jimi Restaurant
The RACV Club
15th and 16th May 2018
The Bridge Room
The Ovolo Hotel Woolloomooloo
17th and 18th October 2017
Supernormal
The Sheraton Hotel
16th and 17th May 2018
Tetuysa's Restaurant
The Four Seasons
25th and 26th October, 2016
Woodland House
Como Hotel South Yarra
17th and 18th May 2016
ARIA
The Langham Hotel
21st and 22nd October 2015
Cumulus Inc
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
EST
The Langham, Sydney
22nd and 23 October 2013
Eureka89, Southbank
Park Hyatt, Melbourne
14th and 15th May 2013
Guillaume at Bennelong, Sydney Opera House
Intercontinental Hotel, Sydney
23rd and 24th October 2012
Grossi Florintino
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
Library