Anila Fredericks

Head of Customer Service Operations Telstra
Anila Fredericks is Head of Customer Service Operations at Telstra. She leads teams managing the Network Operations Centre and the Service Desk that are focused on building, managing and developing end-to-end operational capability to deliver a world class customer service experience to Telstra customers. She strives to drive significant systemic improvements delivering uplifted capability, ensuring her team exceeds the customer’s expectations. Starting out as a graduate trainee, Anila went through job rotations in different parts of the business and a career focused on enhancing customer experience is what she chose. Keeping the customer at heart, Anila has built great credibility in managing high performing teams. She is passionate about diversity and is an active member of Telstra’s International D&I council. Anila has an Undergraduate Degree in Pharmacy and an MBA and Postgraduate Diploma in IT Systems. Spanning 20 years, her career has covered sales and service operations in highly competitive, high volume environments, consistently exceeding sales / service objectives and retaining client loyalty. These achievements have been built on sound planning and organisational ability, pragmatic decision-making, effective competitor analysis and innovative solutions to customer service and staffing problems.

Pre-Conference Workshops

Monday, September 23rd, 2019

3:30 PM Workshop C: Chatbot: From Planning, Development, Implementation to Execution

Chatbot is no doubt the next most important tool in driving positive digital customer interactions. Are you looking to win in the chatbot game? This session is designed for organisations that are looking to  fast-track their chatbot initiatives and increase project ROI.
·         Defining scope of chatbot project and mapping out implementation timelines and targets
·         Establishing key features and functionalities in chatbot design
·         Fast-tracking pilot to commercialisation: Tracking progress and evaluating outcomes for improvements
·         Leveraging market data and feedbacks to improve chatbot

Main Conference Day One

Tuesday, September 24th, 2019

2:05 PM PANEL: Strengthening Digital Capabilities to Enable the Delivery of Seamless CX

·         Mapping a digitalisation roadmap with your customers at the centre of the transformation
·         Re-engineering processes and operations to drive business agility, performance and productivity
·         Accelerating digitalisation results and upskilling employees to deliver exceptional CX

Check out the incredible speaker line-up to see who will be joining Anila.

Download The Latest Agenda