Mar 23, 2018 - organisational intelligence led her to the launch of Sure Trac Consulting in 2011. Angela is a Herrmann B
Women in
Cust mer & Client Services Leadership Summit Essential leadership skills to drive career growth
FEATURED SPEAKERS Lisa Pogonoski Chief Customer Officer BT Financial Group Rachael Powell Chief Customer and People Officer Xero Mukul Agrawal Chief Citizen Experience Officer Department of Human Services Sally Haydon Director of Digital Service and Transformation Telstra Jo Egan Head of Product and Pricing AGL Energy Lawrence Mitchell Chief Customer Officer SumoSalad Founder/CEO Rawenergy Suzanne Smith Chief Customer Officer, Group Insurance MLC Life Insurance Gabrielle Angles Executive Manager, Customer Service Northern Beaches Council Helen Lever General Manager, Customer and Corporate Northern Beaches Council Sarah Palmer Executive General Manager, Business Service Delivery NBN Co Tim Sinclair General Manager, Customer Information & Digital, Stakeholder & Customer Engagement Roads and Maritime Services Rebecca Ullman General Manager, Customer Operations and Service Excellence Canon Australia Yvette Mihelic General Manager, On Demand Transport Transdev Australasia Helen Howard Senior General Manager, Customer Service Operations Fujitsu Australia Brady Jacobsen Head of Operations, Velocity Frequent Flyer Virgin Australia
2018 Theme: ‘Turning Obstacles Into Opportunities’ Pre-Summit Workshop 19 June 2018 Summit 20 & 21 June 2018 Post-Summit Workshop 22 June 2018
Pullman Quay Grand Sydney Harbour Enhance your leadership skills Master resilience and confidence Harness strategy for career progression Maximise your potential
EARLY BIRD DISCOUNTS
Book & Pay by 16 February 2018 to receive an additional Value Plus Discount!
Phone: +61 2 8239 9711 www.liquidlearning.com Booking Code - QL
EVENT PARTNERS
Belinda Williams Head of Call Centre Operations HCF Kristin Haynes Head of Customer Advocacy News Corp Australia Lea Wright Head of Customer Engagement and Correspondence, NAB Wealth National Australia Bank Regina Pollard Head Of Customer Service Frucor Suntory Sophie Linossier Head of Customer Services, P&O Cruises Carnival Australia
Members of supporting organisations receive a special 10% discount off standard rates!
ORGANISED BY
Pre-Summit Workshop 19 June 2018 9.00 - 4.30
Buildconfidencetodriveyourcareerforward To drive your career forward, you need to have confidence and self-belief in your strengths. Your ability to communicate ideas, get your point across, lead teams or maintain your professional credibility can mean the difference between success and failure. This interactive workshop will provide delegates with the essential elements to build communication skills and emotional intelligence. It will help you increase your capacity to be an assertive and confident communicator and project an image of credibility. By engaging with this workshop, you will leave feeling empowered, motivated and inspired to strive to the top. Know yourself • Understand the science of emotions • Discover how your emotions impact your behaviour • Understand the relationship you have with yourself and others Communicate with confidence • Employ the Whole Brain Model for effective communication • Identify your communication strengths • Know your audience • The power of vocal intelligence Identify and use your strengths • Utilise your personal strengths • Recognise your strengths and build on them • Seek out ‘flow’ experiences Make the most of setbacks and adversity • Deal with workplace challenges to your self-confidence • Strike a healthy balance between an optimistic and pessimistic mindset • Appreciate feedback as an opportunity to grow
Expert Facilitator: AngelaMcWiggan LeadershipConsultant,Coach,FacilitatorandTrainer Sure Trac Consulting Angela has a background in Leadership and Management that spans over 25 years in a wide range of sectors. Angela’s curiosity and passion for organisational intelligence led her to the launch of Sure Trac Consulting in 2011. Angela is a Herrmann Brain Dominance Instrument and Genos Practitioner, Facilitator, Professional Coach and Corporate Trainer. Angela works with organisations to develop leadership capability. Her programs include Whole Brain Thinking, Emotional Intelligence, Unlocking motivation, performance in self and others, Leading Teams, and soft skill development. The programs are tailored to meet the needs of the individual and the organisation. Some of her notable clients include Ambulance Victoria, Crown,Honeywell,LocalGovernment,AusnetServices,SmartWaterand SouthEastWater. Angela is a board member of Japara Living and Learning Centre a (Neighbourhood House), and a member of the ‘Blue Green Crew’, an organisation set up to assist the Australian Defence Force and Emergency Service personnel who are experiencing stress and difficulty in their lives. Angela is also a member of the International Coaching Federation and the Australian Facilitators Network. Angela is committed to her own on-going personal and professional development. Her core values are: authenticity,courage,curiosity,honestyandrespect.
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SPONSOR TODAY!
Receive a 20% discount when booking a team of 8 to attend, please call: +61 2 8239 9711 or email:
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Limited sponsorship and exhibition opportunities available. For your chance to brand yourself as a market leader, please call: +61 2 8239 9711 or email:
[email protected]
Identify and seize opportunities
Day One
20 June 2018
10.55 - 11.45 INTERACTIVE PANEL DISCUSSION
The lean approach
A lean method centers its focus on the key processes to continuously increase and understand customer value. The central objective of the lean approach is to minimise waste and maximise customer value. • Maximise customer value • Minimise waste • Implementation
2018 Theme: ‘Turning Obstacles Into Opportunities’ How can you go beyond your current obstacles? Every accomplished leader made it to where they are today by turning obstacles into opportunities to progress their career. Once the barriers that impede personal and professional growth are removed, aspiring leaders can become one step closer to reaching their professional potential. These inspirational leaders will share the barriers that they have broken through on their journey towards senior level leadership and will give the advice and tools needed to overcome obstacles that can get in the way of a successful career.
11.45 - 12.20 CASE STUDY
8.30 - 8.55
Registration and Morning Coffee
8.55 - 9.00
Official Welcome and Opening Remarks from the Chair
9.00 - 9.35
Maintain your leadership brand
Authentic leaders are positive people with honest self-beliefs who promote understanding. To promote authentic growth, leaders need to evolve and adapt new leadership skills with practices that are in-line with their core values. • Develop self-awareness • Embrace honest feedback • Remain true to your values
OPENING KEYNOTE CASE STUDY
Visibility within an organisation
To advance in your career and realise your potential, others need to see you working effectively and efficiently. Senior management should be aware of your expertise, skills and accomplishments so they understand your value to the organisation. • Tackle high-visibility projects • Build your expertise • Effective leadership
Suzanne Smith Chief Customer Officer, Group Insurance MLC Life Insurance 9.35 - 9.50
Rebecca Ullman General Manager, Customer Operations and Service Excellence Canon Australia Regina Pollard Head Of Customer Service Frucor Suntory Sally Haydon Director of Digital Service and Transformation Telstra
Lisa Pogonoski Chief Customer Officer BT Financial Group 12.20 - 12.35 Questions and Discussion 12.35 - 1.35 Networking Lunch 1.35 - 2.20
Customer experience during organisation disruption
Northern Beaches Council is now the fourth largest Council in NSW. It came about following the merger of 3 Councils in May 2016. General Manager of Customer & Corporate, Helen, and Executive Manager Customer Service, Gabrielle, will discuss the strategies put in place to manage this significant period of organisation disruption. • Maintain community and client relationships • Leverage unavoidable change • Adapt accordingly
Questions and Discussion
9.50 - 10.25 CASE STUDY
Embed customer strategy and build resilience
The ‘customer first’ strategy has been utilised by modern organisations to increase consumer engagement and drive positive community response. Government departments are no different. Championing the interests of the consumer or in this case, the citizen - is essential to provide the best possible experience. • Acknowledge the interests of the citizen • Role of leadership • Build for resiliency
Mukul Agrawal Chief Citizen Experience Officer Department of Human Services
CASE STUDY
Helen Lever General Manager, Customer and Corporate Gabrielle Angles Executive Manager, Customer Service Northern Beaches Council 2.20 - 2.35
Questions and Discussion
10.25 - 10.40 Questions and Discussion 10.40 - 10.55 Morning Tea
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PLUS TWO WORKSHOPS! Plus two separately bookable interactive workshops before & after the event
VALUE PLUS DISCOUNT Receive up to $400 off registration if you register and pay by 16 February 2018
2.35 - 3.25
INTERACTIVE PANEL DISCUSSION Modern day customer service
Technology creates the ability to correspond with customers more efficiently. Organisations need to take advantage of modern day communication channels to create positive consumer experiences. • Utilise social media • Channels of communication • Unique, fresh service
Sophie Linossier Head of Customer Services, P&O Cruises Carnival Australia Tim Sinclair General Manager, Customer Information & Digital, Stakeholder & Customer Engagement Roads and Maritime Services Rachael Powell Chief Customer and People Officer Xero Brady Jacobsen Head of Operations, Velocity Frequent Flyer Virgin Australia 3.25 - 3.40
Afternoon Tea
3.40 - 4.15
EXPERT COMMENTARY
Bounce back when things don’t go to plan
Perceiving obstacles as opportunities will allow you to overcome challenges despite unexpected outcomes. Angela will share how she has transformed her mentality to handle setbacks, discussing the importance of mental toughness. • View obstacles with a positive mentality • Expect the unexpected • Constructively handle setbacks
Day Two 21 June 2018 8.30 - 8.55
Morning Coffee
8.55 - 9.00
Opening Remarks from the Chair
9.00 - 9.45
OPENING CASE STUDY
Build an effective culture in a political minefield
To lead a successful business, you need to have the right culture embedded in the organisation. Attempts to develop and lead an effective culture are often hampered by the political landscape of the business. • The impact of effective communication • The importance of senior leadership alignment • Take no prisoners
Yvette Mihelic General Manager, On Demand Transport Transdev Australasia 9.45 - 10.00 Questions and Discussion 10.00 - 10.45 CASE STUDY
Boost energy and build resilience at work
In this session, Lawrence will outline 6 proven ways to build resilience and boost energy at work. Resilience and energy are important to manage change and uncertainty, drive a better customer experience and improve business performance. • The 6 steps • Drive positive customer experience • Master resilience
Lawrence Mitchell Chief Customer Officer SumoSalad Founder/CEO of Rawenergy
Angela McWiggan Leadership Consultant, Coach, Facilitator and Trainer Sure Trac Consulting
10.45 - 11.00 Questions and Discussion
4.15 - 4.30
Questions and Discussion
11.00 - 11.15 Morning Tea
4.30
Concluding Remarks from the Chair
11.15 - 12.00 EXPERT COMMENTARY
NETWORKING RECEPTION 4:30 - 5:30PM Make the most of your experience, join us to network over complimentary canapés and drinks
Customer service starts with you
As leaders in customer and client service organisations, our first responsibility is self-leadership. We create the culture responsible for our team’s experience of our business. They, in turn, take on the culture responsible for our customer’s experience of our business. • The importance of self-leadership • Four critical steps to success • Create better business
Dr Emily Verstege Chief Executive Officer and Managing Director Multiplicité 12.00 - 12.15 Questions and Discussion 12.15 - 1.15 Networking Lunch
FACULTY OF EXPERTS Angela McWiggan Leadership Consultant, Coach, Facilitator and Trainer Sure Trac Consulting Dr Emily Verstege Chief Executive Officer and Managing Director Multiplicité
All WILMA Members receive 10% off the Standard Rate Sign up today at www.wilma.net.au
SUPER SAVER DISCOUNT
EARLY BIRD DISCOUNT
Receive up to $300 off registration if you register and pay by 23 March 2018
Receive up to $150 off registration if you register and pay by 4 May 2018
Be a confident, resilient leader 1.15 - 2.15
INTERACTIVE PANEL DISCUSSION
Master work and life balance
In today’s fast paced environment, a balance between work and life is becoming more difficult to achieve. Maintaining a work-life balance is important for your personal health, relationships and can improve the efficiency of your performance. • Plan your agenda • Prioritise ruthlessly • Avoid the 24/7 business cycle
Helen Howard Senior General Manager, Customer Service Operations Fujitsu Australia Belinda Williams Head of Call Centre Operations HCF Kristin Haynes Head of Customer Advocacy News Corp Australia Lea Wright Head of Customer Engagement and Correspondence, NAB Wealth National Australia Bank Sarah Palmer Executive General Manager, Business Service Delivery NBN Co Jo Egan Head of Product and Pricing AGL Energy 2.15 - 3.00
ABOUT THE EVENT The world of customer service is a constantly changing environment, but the central purpose remains to be achieving customer satisfaction. Modernisation has driven a progressive transition from traditional to digital. Leaders in customer and client services are expected to do more with less and support the business, while keeping the customer happy over a 24/7 business cycle. This inaugural Women in Customer & Client Services Leadership Summit brings together inspirational leaders to share their leadership journeys. As the key drivers of consumer engagement, customer service leaders are the essence of any organisation. Our high calibre line-up of speakers will explore the key skills and strategies needed to tackle common leadership challenges and drive career progression.
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CASE STUDY
WHO WILL ATTEND
Handling difficult situations with focus
Leaders are looked up to in difficult situations to guide fair outcomes with integrity and respect. But how can you do so effectively when the pressure is on? Kathryn will discuss five easy steps to assess and resolve any situation with empathy. • Discover the facts and understand perspectives • Determine the objective and outcome • Unpack the context and constraints • Measure success and follow up
Current Leaders
Aspiring Leaders
Kathryn Rutkowski Head of Customer Advocacy Improvement Westpac 3.00 - 3.15
Questions and Discussion
3.15 - 3.30
Afternoon Tea
3.30 - 4.30
INTERACTIVE CLOSING ROUNDTABLE
Maximise opportunity
Our chair will discuss the key themes highlighted over the past two days. Emily will explore the central qualities of a successful customer and client services leader and provide the skills needed to turn obstacles into opportunities. • Summary of key themes • Qualities of a successful leader • Rise above obstacles
Dr Emily Verstege Chief Executive Officer and Managing Director Multiplicité 4.30
Future Leaders
Concluding Remarks from the Chair and Summit Close
ALSO AVAILABLE CUSTOMER SERVICE PROFESSIONALS LEADERSHIP WORKSHOP 6 - 7 March 2018 Cliftons Melbourne
Phone: +61 2 8239 9711 www.liquidlearning.com
Post-Summit Workshop 22 June 2018 9.00 - 4.30
Foundations to create connection, galvanise growth and future-proof your business We’re in the middle of the most rapid change in human history, driven by an exploding population obsessed with making and consuming smarter and faster. Business is being squeezed in three big ways. Competition is now global. Our brand voices are competing with an ever-increasing amount of content, and our customers are loaded with choice. The trifecta of more choice, more noise and more power means one thing: beige businesses bust. In a disrupted world, what you say and what you sell will only stick if it makes people feel something. Customer experience is the science and art of making people feel great about choosing your business. It’s the only way to future-proof your business. This hands on, interactive workshop covers the four foundational areas of creating excellent customer experience. Offer personalised solutions • Identify who your customers are • Check how happy they are • Understand what they want Be easy to work with • How to spot experience friction points • Practical tips and tricks on increasing accessibility • Understand customer journeys Know who you are and what you stand for • Define brand values • How values impact behaviours • Build a decision-making compass Create connection, make memories • Emotional connection • Identify what people are really buying • Build emotion into experiences
Expert Facilitator: Dr Emily Verstege Chief Executive Officer and Managing Director Multiplicité Dr Emily Verstege is a customer experience futurist, speaker, author and mentor to the leadership of some of Australia’s largest and most exciting agencies. Emily is an expert at capturing and integrating consumer voice into strategy and governance frameworks. As a (reformed) research academic, tech startup survivor, Emily has more than 10 years’ experience working within the health and human services sector to put people first. It’s her job to answer the questions: “Did this matter to the people who matter most?” and “How can we do better?” Answering these questions is more critical than ever, as our health service organisations begin to embrace truly person-centred care and service delivery. Emily’s obsessed with helping organisations partner up with the people who depend on them. Her work creates impact because of her ability to connect information and people. She’s great at taking complex information and making it simple and easy to action.
WORKSHOP SCHEDULE •
8.30 - 9.00
Registration
•
11.00 - 12.30
Session Two
•
3.00 - 3.20
Afternoon Tea
•
9.00 - 10.40
Session One
•
12.30 - 1.30
Lunch
•
3.20 - 4.30
Session Four
•
10.40 - 11.00
Morning Tea
•
1.30 - 3.00
Session Three
•
4.30
Close of Workshop
More people? More savings!
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DELEGATES
DELEGATES
10%DISCOUNT
15%DISCOUNT
20%DISCOUNT
TEAM BOOKINGS
SPONSOR TODAY!
Receive a 20% discount when booking a team of 8 to attend, please call: +61 2 8239 9711 or email:
[email protected]
Limited sponsorship and exhibition opportunities available. For your chance to brand yourself as a market leader, please call: +61 2 8239 9711 or email:
[email protected]
Women in Customer & Client Services Leadership Summit 19, 20, 21 & 22 June 2018
Booking Form
Pullman Quay Grand Sydney Harbour 61 Macquarie St, Sydney, NSW, 2000 Ph: +61 2 9256 4000
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