Joan Brierley

Assistant Executive Director – Drivers and Vehicles Department of Transport WA

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

1:30 PM CASE STUDY: Uplifting Digital Capabilities and Creating Stronger Relationships With Customers Through the Creation of NAB Wealth’s App and Trigger-Based Program.

As NAB’s Wealth Management Business, MLC aims to provide its customers with strong insights into financial opportunities, end-to-end financial solutions and access to a broad range of financial services. In an attempt to align themselves with customer’s interests and adapt to the everchanging technological environment, MLC have invested in uplifting digital capabilities by developing an app and trigger-based program, both of which provide personalised information to customers based on their data. Lea Wright will expand on how MLC have developed the initiatives and how she bulletproofed the experience and design to ensure continuous delivery.

  • Creating a relationship with customers by providing relevant and meaningful communication initiatives.
  • Utilising customer data and automation to develop a digital capabilities, which triggers automated and personalised communication to customers, dependent on their needs and expectations.
  • Strategising digital initiatives that will meet the demands of the customer whilst also uplifting and driving business outcomes.


2:00 PM CASE STUDY: Developing an Organisation Wide Program at ACH Group That Will Enhance Residential Experience and Exceed Accreditation Standards.

As one of Australia’s leading aged care organisations with over 1,700 staff and supporting more than 20,000 older people in South Australia and Victoria, ACH Group is working towards become and more customer centric organisation. In an attempt to combat the negative connotations towards aged care that the royal commission into aged care has had, ACH is putting their residents first, by installing a program that will enhance the residential experience and exceed aged care standards. Teresa Yeing will present on the steps they took to produce and develop the Good Life program at ACH Group.

  • Measuring promise and vision of Good Life for older people through efficient resident feedback.
  • Operating a customer experience strategy and roadmap that engages with aged care quality standards.
  • Leveraging accreditation standards to optimize resident experience practices and establish a program that utilises these standards at its advantage.


2:30 PM CASE STUDY: Driving Quality and High Performing CX Engagement In The Growing Hello Fresh Contact Centre to Ensure Customer Retention.

In 2018, Hello Fresh delivered over 7.5 million meal kits worldwide to their customer base. Hello Fresh has continued to grow since its beginning and is creating a disruption in the grocery delivery industry, competing against the likes of Coles and Woolworths delivery services. However, Hello Fresh offers an experience to customers, creating meal preparation kits that assist with everyday living. In response to the rapid growth the organisation has faced, Hello Fresh is investing its time and efforts in ensuring its large contact centres are practices solid CX practices for their customers. Angela Grayson will discuss the following;

  • Mastering the Omni Channel Experience to increase productivity and drive further efficiency across the organisation.
  • Measuring the Quality of customer experience in the contact centre, using customer feedback data in real-time to improve retention.
  • Driving productivity through staff engagement and improved employee experience, across all contact points with the customer.


4:00 PM CASE STUDY: Understanding the Link Between Employees and Customers to Enhance Overall Service Culture and Obtain an Attractive Operational Environment.

The Department of Transport WA provides strategic transport planning and policy, across the range of public and commercial transport systems that service Western Australia. Joan Brierley will be presenting on how the department has re-invented the employee experience by providing improved physical working environments, improving service delivery and usability, and attract new talent with choices and benefits.

  • Understanding how the department has enhanced service culture and delivery through optimising digital channels.
  • Improving the workplace’s physical environment with state of the art design and architecture.
  • Engaging employees with CX values that ultimately place the customer at the forefront of all operations and priorities.

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

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