Changing Customer Operation Models Post COVID

Coming off the back of the success of our first Virtual CCOF held October 2020 we are most pleased how our 2nd Virtual CCOF Thursday 13 May is shaping. Our opening keynote is Sue Morphet well known for being a former CEO of Pacific Brands and a current NED. Our closing speaker is Tony Nash, he is the Founder and CEO of Booktopia

 

We have confirmed all our cases, being Aussie Broadband, Alinta Energy, start up Beforepay, Probe, Woolworths and from the US - Universal Health Coverage, (UHC).

 

This year we have also organised three member State based Dinners in Sydney, Brisbane and Melbourne to be held on the night prior - Wednesday 12 May.

 

We are hoping you will enjoy the CCOF State Dinners and the day .

 

AGENDA

12 May 2021

CCOF State Dinners

6.00pm
COOF Sydney State Dinner
6.00pm
COOF Brisbane State Dinner
6.00pm
COOF Melbourne State Dinner

13 May 2021

Changing Cusotmer Operating Models post COVID Virtual Meeting

8.15am
Zoom Opens. Please arrive with coffee/tea chat and settle in
8.30am
Welcome and introductions begin
8.45am
Opening Keynote: Sue Morphet, former CEO, Pacific Brands
9.45am
Coffee Re-charge Break
9.55am
Please be back at Zoom for 9.55am for Breakout Session One
10.00am
Session One
11.05am
Morning Tea and optional opt in networking Please be back on Zoom for 11.25am Breakout Session Two
11.35am
Sesion Two
12.40pm
Lunch
1.35pm
Please be back at Zoom for Closing Keynote
1.40pm
Closing Keynote Tony Nash, CEO & Founder of Booktopia
2.40pm
What we Learnt Today and Close
3.00pm
Meeting Close

Changing Customer Operation Models Post COVID

Coming off the back of the success of our first Virtual CCOF held October 2020 we are most pleased how our 2nd Virtual CCOF Thursday 13 May is shaping. Our opening keynote is Sue Morphet well known for being a former CEO of Pacific Brands and a current NED. Our closing speaker is Tony Nash, he is the Founder and CEO of Booktopia

 

We have confirmed all our cases, being Aussie Broadband, Alinta Energy, start up Beforepay, Probe, Woolworths and from the US - Universal Health Coverage, (UHC).

 

This year we have also organised three member State based Dinners in Sydney, Brisbane and Melbourne to be held on the night prior - Wednesday 12 May.

 

We are hoping you will enjoy the CCOF State Dinners and the day .

 

MENU

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Changing Customer Operation Models Post COVID

Coming off the back of the success of our first Virtual CCOF held October 2020 we are most pleased how our 2nd Virtual CCOF Thursday 13 May is shaping. Our opening keynote is Sue Morphet well known for being a former CEO of Pacific Brands and a current NED. Our closing speaker is Tony Nash, he is the Founder and CEO of Booktopia

 

We have confirmed all our cases, being Aussie Broadband, Alinta Energy, start up Beforepay, Probe, Woolworths and from the US - Universal Health Coverage, (UHC).

 

This year we have also organised three member State based Dinners in Sydney, Brisbane and Melbourne to be held on the night prior - Wednesday 12 May.

 

We are hoping you will enjoy the CCOF State Dinners and the day .

 

CASE STUDIES

Thanks to Emma Pezzimenti, Head of Customer Experience, Aussie Broadband, David McNeil, General Manager Customer Operations, Alinta Energy, Andrew Hume, CEO, Probe CX,Tarek Ayoub, Co-Founder and CEO at Before Pay, Emma Prentice, General Manager Customer Experience and Insights at Wooliesx and Michael Baker, Chief Operating Officer, United HealthCare Provider Operations, for agreeing to lead a case session.

 

Keynote Address from Sue Morphet

Keynote Address from Tony Nash founder of Booktopia

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

COVID-19 led to massive demands on Woolworths on line business as well as supermarkets. Emma Prentice will tell the story of how the busines...

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

Lender “Beforepay” has gone from nothing to next big thing in no time. With an IPO likely this year, Beforepay seems to be following the w...

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

Andrew Hume has long believed that Australian needed a world class and world scale business process outsourcer. Probe has emerged from the ...

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

Business transformation programs, particularly core system replacements are notoriously hard to pull off, often success is measured by the a...

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

Aussie Broadband is one of the fastest growing internet service providers in Australia and is now the 5th largest provider of NBN services t...

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

United health Care is among the largest insurers and providers of healthcare in the world. The COVID pandemic posed unique problems in heal...

Changing Customer Operation Models Post COVID

Coming off the back of the success of our first Virtual CCOF held October 2020 we are most pleased how our 2nd Virtual CCOF Thursday 13 May is shaping. Our opening keynote is Sue Morphet well known for being a former CEO of Pacific Brands and a current NED. Our closing speaker is Tony Nash, he is the Founder and CEO of Booktopia

 

We have confirmed all our cases, being Aussie Broadband, Alinta Energy, start up Beforepay, Probe, Woolworths and from the US - Universal Health Coverage, (UHC).

 

This year we have also organised three member State based Dinners in Sydney, Brisbane and Melbourne to be held on the night prior - Wednesday 12 May.

 

We are hoping you will enjoy the CCOF State Dinners and the day .

 

KEYNOTE SPEAKERS

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Sue Morphet

The Greatest Change Mix in Business HistorySue Morphet has over 30 years of brand, consumer ...

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Tony Nash

Tony Nash started his first internet business in 1996. In 2004 Tony founded Booktopia, an online bookstore, with an allocated budget of $...

Changing Customer Operation Models Post COVID

Coming off the back of the success of our first Virtual CCOF held October 2020 we are most pleased how our 2nd Virtual CCOF Thursday 13 May is shaping. Our opening keynote is Sue Morphet well known for being a former CEO of Pacific Brands and a current NED. Our closing speaker is Tony Nash, he is the Founder and CEO of Booktopia

 

We have confirmed all our cases, being Aussie Broadband, Alinta Energy, start up Beforepay, Probe, Woolworths and from the US - Universal Health Coverage, (UHC).

 

This year we have also organised three member State based Dinners in Sydney, Brisbane and Melbourne to be held on the night prior - Wednesday 12 May.

 

We are hoping you will enjoy the CCOF State Dinners and the day .

 

ATTENDEE LIST

Changing Customer Operation Models Post COVID

Coming off the back of the success of our first Virtual CCOF held October 2020 we are most pleased how our 2nd Virtual CCOF Thursday 13 May is shaping. Our opening keynote is Sue Morphet well known for being a former CEO of Pacific Brands and a current NED. Our closing speaker is Tony Nash, he is the Founder and CEO of Booktopia

 

We have confirmed all our cases, being Aussie Broadband, Alinta Energy, start up Beforepay, Probe, Woolworths and from the US - Universal Health Coverage, (UHC).

 

This year we have also organised three member State based Dinners in Sydney, Brisbane and Melbourne to be held on the night prior - Wednesday 12 May.

 

We are hoping you will enjoy the CCOF State Dinners and the day .

 

PROGRAMMES PDF

Changing Customer Operation Models Post COVID

Coming off the back of the success of our first Virtual CCOF held October 2020 we are most pleased how our 2nd Virtual CCOF Thursday 13 May is shaping. Our opening keynote is Sue Morphet well known for being a former CEO of Pacific Brands and a current NED. Our closing speaker is Tony Nash, he is the Founder and CEO of Booktopia

 

We have confirmed all our cases, being Aussie Broadband, Alinta Energy, start up Beforepay, Probe, Woolworths and from the US - Universal Health Coverage, (UHC).

 

This year we have also organised three member State based Dinners in Sydney, Brisbane and Melbourne to be held on the night prior - Wednesday 12 May.

 

We are hoping you will enjoy the CCOF State Dinners and the day .

 

SPEAKERS

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Andrew Hume

Experienced Chief Executive Officer with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Customer Experience, Shared Services and Knowledge Services, Customer Relationship M...

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David McNeil

Experienced senior manager in the retail energy sector with specialist skills and knowledge in business sales, back office operations and large offshore/outsourcing operations. Possessing deep functional knowle...

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Emma Pezzimenti

Emma is a passionate CX leader who has helped support Aussie Broadband through a period of massive change, with rapid growth, an upcoming IPO and a pandemic.In 2019, she joined Aussie Broadband as a Customer Ex...

Emma Prentice

Highly motivated individual with extensive experience leading large Contact Centres and operation teams. Passionate about excellent customer service, customer intelligence and service delivery. Determined to de...

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Michael Baker

Mike Baker serves as Chief Operating Officer of UnitedHealthcare Provider Operations, a division of UnitedHealth Group (NYSE: UNH). In his role, Mike oversees all strategy and operations for UHC Provider Operat...

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Tarek Ayoub

On a mission to disrupt the payday lending industry by putting an end to the payday distress cycle, providing working people with instant access to their accrued wages on-demand, and increasing financial wellne...

 

RECENT FORUM

13 May 2021