Customer Contact Week Digital ANZ 2021

25 - 27 May, 2021 | Free Online Event |AEST

Day One - 25 May 2021

9:30 am - 10:15 am Examining the learnings over the last 12 months & how the pandemic has helped pave the way for investments and improved service experience

Jason Smith - Director of Service & Agent Experience, Foxtel

 

Over the last 12 months, with limited capital to invest in service experience, Foxtel focused on creatively working with existing tools and digital teams to build specific assets in the troubleshooting place to enhance customer experience. With calls per subscriber about a quarter down over the last 12 months, 25 to 30% of support through chat, and bot containment between 35 -70%, what’s next for Foxtel ? 

In this session, Jason will share the learnings that have come out of the last 12 months that has paved the way for a robust digital transformation program

 

·     Driving a low effort experience without large investments

·     Efficiently transitioning your customers to an assisted digital versus a voice service experience

·     Understanding the personas of your customers and leveraging this to encourage the shift to digital

·     Key Learnings: Examining the roadblocks and challenges

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Jason Smith

Director of Service & Agent Experience
Foxtel

Facing significant industry disruption, pressures brought on by the pandemic and challenges with legacy infrastructure, Foxtel needed to evolve its service quickly to meet heightened customer demands.

 

It responded by introducing a more agile business model to its service operations and within 8 weeks resulted in a 50% boost in service efficiencies. Tune into this session to hear what were the key service investments Foxtel made to pivot quickly and what it has learned during this crucial time.

 

Plus, you will hear how the organisation plans to spearhead a new service legacy that will significantly improve the way it services its customers in the future.

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Adam King

Group Director for Customer, Marketing, Audience Enablement & Corporate Technology
Foxtel Group

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Jason Smith

Director of Service & Agent Experience
Foxtel

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Derek Laney

Head of Product Marketing, APAC, Service Cloud
Salesforce

11:30 am - 12:15 pm Navigating the path to a cloud contact centre

Sian Jenkins - Marketing Director, APAC, Genesys




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Sian Jenkins

Marketing Director, APAC
Genesys

12:30 pm - 1:15 pm Siteminder deploys globally integrated phone and call centre infrastructure with 8x8

Michael Badham - Global ICT Director, Siteminder

Siteminder is a technology company that helps hotels overcome this challenge. Siteminder works with more than 35,000 hotels in 160 countries and generates 100 million reservations worth $US35 billion in revenue each year. As its operations expanded around the world, the company needed to constantly invest in communications infrastructure. With staff and client numbers continuing to grow, Siteminder’s IT team realised that something had to change. 


Join Siteminder's Global ICT Director, Michael Badham to learn how Siteminder:

  • Deployed a cloud-first strategy to transition from four existing PBXs across the world, to an all-in-one platform to support their telephony and contact centre requirements.
  • Has improved utilization of team members and staff performance, as well as ensuring consistently high levels of customer service at all times.
  • Reduced their operational costs and simplified global management and support. 




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Michael Badham

Global ICT Director
Siteminder

1:30 pm - 2:15 pm Boost Customer and Agent Experiences with Connected End to End Service

Tomer Garzberg - Co-Founder & CEO, ybot
Matt Porta - Director, Customer Experience Solution Consulting, ServiceNow

Customer experience doesn’t stop at the door of your customer service organization. Delivering a memorable experience spans teams across the organization, connecting customers and front-line agents to the middle and back offices. Siloed teams and systems increase contact volumes and lengthen resolution times. This degrades not only the customer experience but employee experience as well, resulting in lost revenue and increased cost.







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Tomer Garzberg

Co-Founder & CEO
ybot

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Matt Porta

Director, Customer Experience Solution Consulting
ServiceNow

2:30 pm - 3:15 pm Pivoting Mastercard’s Contact Centre Strategy During Times of Disruption

Renzo Urzua - Global Contact Center Management Trainer, Mastercard

With a number of contact centres situated around the world, run by multiple service management providers, and the disruption due to COVID-19, Mastercard had to pivot their cx strategy to continue to service customers and provide an excellent customer experience globally,

 

  • Exploring Mastercard’s journey & how we addressed the impact of Covid 
  • Driving agent engagement and ensuring metrics and standards are met
  • Leadership training through Covid and new ways of coaching                                                                                                                                                                                                                                               
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Renzo Urzua

Global Contact Center Management Trainer
Mastercard