Using customer centricity and data to shape cities 30 years into the future

The NSW Government is delivering the largest portfolio of infrastructure projects in its history - many by Transport for NSW. This unprecedented pipeline of infrastructure projects is driven by a legacy investment backlog, ageing asset base, growing service demand, and ever-rising customer expectations. But, how do you deliver great customer experiences and meet expectations in this space, especially when you’re looking 30 years out into the future?



The team will take you through some of the key challenges and opportunities in this space, including:

• Leveraging customer data and modelling to anticipate future travel patterns and demand
• Defining best practice while remaining open to emerging technology
• Designing within a complex procurement environment (getting good outcomes from contracts, relationships and requirements). 
• You cannot iterate on infrastructure (importance of prototyping and achieving certainty).

Melody Smith

Senior Management
Transport NSW

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Did you know 60% of all customer care service requests are expected to be managed via digital channels by 2023? Customer expectations are ever higher, the demand for omnichannel customer care is increasing, and social and messaging channels like Instagram, Facebook Messenger, WhatsApp and Twitter are where the conversation is moving to.

Join Anya for a chat on the digital transformation we’ve seen accelerated by the pandemic, trends on the customers' expectations for customer care and how AI and automation can enhance your customers' experience.

Sponsored by: Hootsuite

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Anya Slowenko

ANZ Marketing Strategist
Hootsuite

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In this session, we will explore the strategies contact centres are using to reimagine traditional customer support and integrate the perfect balance between people and technology. This presentation will deep dive into the juxtaposition between digital and analogue customer experiences to find that perfect balance of digital, whilst maintaining the human touch.

-       Discussing ways to increase your departments sales and revenue targets to demonstrate the monetary value contact centres hold.

-       Learning how to train teams on customer loyalty and the value satisfied customers bring to the broader business.

-       Why collaboration is key – how do we work with digital and CX to review channel management strategies for customer retention.

-       Bringing control to the customer: What are the challenges with this and how do we improve customer experiences across all channels.

Robert Barac

Director of Customer Experience | Public Sector & Transactional Banking
ANZ

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2020 was defined by challenges and change. And 2021 was about accepting and adapting to the changes. But what does ‘normal’ look like in 2022 and beyond? With the world opening up and the option of in-store experiences back in play, customer delight is taking a new form. Consumers have embraced the ease and convenience of engaging online, while craving the connection and empathy of personal interactions. For businesses, this reinforces the need for a seamless omnichannel strategy that speaks to the digital-first consumer. All while navigating a possibly permanent hybrid work environment. 

In this session we explore:

• The major business and market trends that will drive the growth of CX in 2022 
• How global and Australian businesses are aiming to delight customers at scale by pivoting from a multi-channel approach to an omnichannel approach 
• How these businesses are managing the ever-growing churn by offering customers instant support

Sponsored by: Freshworks

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Preethi Bridgement

Director, Solutions Engineering (Asia Pacific, Middle East and Africa)
Freshworks

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There is no doubt that we’re entering a new world, where video-enabled face-to-face interactions have become a familiar fashion for everybody. We've all done it - Zoom meetings, Zoom parties, Zoom weddings, the list goes on and on.

As we're all standing at this pivotal point in history, can traditional CX functions and features create the CX the consumers demand today? Are there new experiences we need to explore to fulfill the need of today's consumers?

Hear from Phillip Zammit, Head of Zoom CX APAC, an industry expert with over 20 years of experience in CX, contact centre, and customer services. In this session, Phillip will share his knowledge and insights on:

• What has changed in consumer expectations over the past couple of years;
• Why businesses need to consider embracing a unified communication platform to deliver the next level CX;
• How to build a personalised, empathetic, and effortless customer experience

Phil Zammit

Head of Zoom CX GTMAsia-Pacific & Japan
Zoom

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For many contact centres, tailoring interactions with customers across a variety of channels has lost a personal, human-centred touch; due to digitisation and technology leaning people towards less face-to-face communication. COVID-19 has forced people to turn to technology to gather information, find support, and engage with companies. Contact centres leaders have transformed their channels, in order to create more intuitive and personalised approaches to customers and their needs.

This panel will discuss how they have leveraged AI technology to elevate the personal touch their contact centre agents provide customers, throughout their varying channels.

Joan Brierley

Director of Service Delivery, Driver and Vehicle Services
Department of Transport, Western Australia

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Chris Douglas

Director of Member Services, Pacific
Accor Plus

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