Transform, Fine Tune or Evolve
We held our first Virtual CCOF, which was a great success. Our opening keynote was Jodie Fox, (Shoes of Prey) who will told agreat story of how the business grew too fast. Our closing speaker was ex Fairfax CEO Greg Hywood who took that business on a successful digital transformation.
Cases we featured included Westpac (how they are driving improvement from complaints), MYOB, the ATO and their covid response, Costco (their U.S. service head) and Optus.
Our visiting expert was Steve Simpson who works exclusively on cultural analysis and change. This year we organised three member state based dinners in Sydney and Brisbane. Members in Melbourne, were also catered for. Please see the successful Agenda below.
AGENDA
14 October 2020
Sydney, Melbourne, Brisbane
15 October 2020
Virtual Meeting
Transform, Fine Tune or Evolve
We held our first Virtual CCOF, which was a great success. Our opening keynote was Jodie Fox, (Shoes of Prey) who will told agreat story of how the business grew too fast. Our closing speaker was ex Fairfax CEO Greg Hywood who took that business on a successful digital transformation.
Cases we featured included Westpac (how they are driving improvement from complaints), MYOB, the ATO and their covid response, Costco (their U.S. service head) and Optus.
Our visiting expert was Steve Simpson who works exclusively on cultural analysis and change. This year we organised three member state based dinners in Sydney and Brisbane. Members in Melbourne, were also catered for. Please see the successful Agenda below.
MENU
Transform, Fine Tune or Evolve
We held our first Virtual CCOF, which was a great success. Our opening keynote was Jodie Fox, (Shoes of Prey) who will told agreat story of how the business grew too fast. Our closing speaker was ex Fairfax CEO Greg Hywood who took that business on a successful digital transformation.
Cases we featured included Westpac (how they are driving improvement from complaints), MYOB, the ATO and their covid response, Costco (their U.S. service head) and Optus.
Our visiting expert was Steve Simpson who works exclusively on cultural analysis and change. This year we organised three member state based dinners in Sydney and Brisbane. Members in Melbourne, were also catered for. Please see the successful Agenda below.
CASE STUDIES
Thanks to Steve Simpson, International Speaker and Author, Lisa Pogonoski, General Manager Customer Resolution, Westpac, Genevieve McLean, Senior Manager - Customer Care Standards, Optus, Peter Walker, Assistant Commissioner, Enterprise Services & Technology, Tim Bennett-Williams, Head of Service & Support, MYOB and Leah Monica, Assistant Vice President, Member Service Centers, Costco Wholesale
for agreeing to lead a case session.
A. Lisa Pogonoski, General Manager, Customer Resolution, Westpac: Changing the Focus on Customers through Complaint Handling
When Lisa Pogonoski took over all complaint handling at Westpac, she saw it as a much bigger opportunity than handling complaints well. Wit...
B. Leah Monica, Assistant Vice President, Member Service Centers, Costco Wholesale: Thinking outside the big box: How CostCo had to redesign itself
Costco in the United States has been through three dramatic changes in the last six months. Moving 1900 membership support staff to at-home ...
C. Peter Walker, Assistant Commissioner, Enterprise Services and Technology, Australian Taxation Office: Super, Keeper, Boost: the ATO’s covid response
The ATO has taken on some massive challenges through the COVID pandemic. Moving 20,000 staff to at home work was challenging enough, but th...
D. Genevieve McLean, Senior Manager - Customer Care Standards, Optus: Consistency, Consistently: How Optus created one set of Standards to enable consistently amazing customer experiences, every time
With global customer care operations spanning 4000+ people in 14 different sites throughout Australia, India and the Philippines, and with m...
E. Steve Simpson, International Speaker and Author: Nurturing Culture in a Virtual World
Workplace cultures were important prior to the pandemic, but there is a sound argument that now they are even more vital in helping organisa...
F. Tim Bennett-Williams, Head of Service and Support, MYOB: Multi-dimensional change at a digital native: the MYOB story
The transition to working from home for MYOB was relatively seamless as those capabilities were already mature in the business. Their challe...
Transform, Fine Tune or Evolve
We held our first Virtual CCOF, which was a great success. Our opening keynote was Jodie Fox, (Shoes of Prey) who will told agreat story of how the business grew too fast. Our closing speaker was ex Fairfax CEO Greg Hywood who took that business on a successful digital transformation.
Cases we featured included Westpac (how they are driving improvement from complaints), MYOB, the ATO and their covid response, Costco (their U.S. service head) and Optus.
Our visiting expert was Steve Simpson who works exclusively on cultural analysis and change. This year we organised three member state based dinners in Sydney and Brisbane. Members in Melbourne, were also catered for. Please see the successful Agenda below.
KEYNOTE SPEAKERS
Greg Hywood
Gregory Hywood is a Walkley Award-winning reporter who went on to become the CEO and Managing Director of Fairfax Media in 2010. O...
Jodie Fox
Jodie Fox is an author and an entrepreneur who may or may not make it. Jodie Fox was a co-founder and the creative director of Shoes of P...
Transform, Fine Tune or Evolve
We held our first Virtual CCOF, which was a great success. Our opening keynote was Jodie Fox, (Shoes of Prey) who will told agreat story of how the business grew too fast. Our closing speaker was ex Fairfax CEO Greg Hywood who took that business on a successful digital transformation.
Cases we featured included Westpac (how they are driving improvement from complaints), MYOB, the ATO and their covid response, Costco (their U.S. service head) and Optus.
Our visiting expert was Steve Simpson who works exclusively on cultural analysis and change. This year we organised three member state based dinners in Sydney and Brisbane. Members in Melbourne, were also catered for. Please see the successful Agenda below.
ATTENDEE LIST
Transform, Fine Tune or Evolve
We held our first Virtual CCOF, which was a great success. Our opening keynote was Jodie Fox, (Shoes of Prey) who will told agreat story of how the business grew too fast. Our closing speaker was ex Fairfax CEO Greg Hywood who took that business on a successful digital transformation.
Cases we featured included Westpac (how they are driving improvement from complaints), MYOB, the ATO and their covid response, Costco (their U.S. service head) and Optus.
Our visiting expert was Steve Simpson who works exclusively on cultural analysis and change. This year we organised three member state based dinners in Sydney and Brisbane. Members in Melbourne, were also catered for. Please see the successful Agenda below.
October CCOF Program
Transform, Fine Tune or Evolve
We held our first Virtual CCOF, which was a great success. Our opening keynote was Jodie Fox, (Shoes of Prey) who will told agreat story of how the business grew too fast. Our closing speaker was ex Fairfax CEO Greg Hywood who took that business on a successful digital transformation.
Cases we featured included Westpac (how they are driving improvement from complaints), MYOB, the ATO and their covid response, Costco (their U.S. service head) and Optus.
Our visiting expert was Steve Simpson who works exclusively on cultural analysis and change. This year we organised three member state based dinners in Sydney and Brisbane. Members in Melbourne, were also catered for. Please see the successful Agenda below.
SPEAKERS
Steve Simpson, International Speaker and Author
Steve Simpson has been invited as a keynote speaker at conferences around the world for his truly unique insights into corporate cultures and how to unleash the potential that lies within. Whether it’s creating...
Tim Bennett-Williams, Head of Service and Support, MYOB
A compelling leader with a unique blend of strategic and operational capability and experience. I thrive when driving change, leading teams and managing initiatives that deliver measurable improvement in custom...
Genevieve McLean
My career and key achievements have centred on establishing and leading teams in the delivery of optimised customer and employee experience, capability, process, compliance, controls and call quality programmes...
Leah Monica
AVP - Member Service Contact Centers.Leah Monica started her career with Costco Wholesale in Lynwood, WA in 1987 as a seasonal employee pushing carts. Leah spent 13 years in various management positions in loca...
Lisa Pogonoski
In this role I am responsible for establishing and leading a world-class customer resolution function and ensuring that Westpac Group has in place appropriate and effective strategies, operating models and capa...
Peter Walker
Peter Walker joined the ATO 10 years ago as Assistant Commissioner (AC) Customer Service Solutions.Presently, Peter is AC IT Commercial Services (ITCS) in Enterprise Solutions Technology (EST).Peter is responsi...
RECENT FORUM
