CKM FORUMS: 2017 Key Note Speakers

With just a little over one month until the livepro Customer Knowledge Management Forums kick off, we thought we had better let you know a little more about each of our expert key note speakers – so, without further ado we introduce our customer service knowledge management experts Libby Ewing-Jarvie and Courtney Zhang of Datacom Connect, Samantha Middlebrook of Customer Driven Solutions, Lyn Trewenack of BBB Advisory and our very own Knowledge Management expert – Rhiannon Hayes-Williams.



Speaking at all 2017 Forums is Rhiannon Hayes-Williams

Head of Customer Experience at livepro

Rhiannon Hayes-Williams specialises in Knowledge Management and agent training, with a career spanning over 10 years Rhiannon Hayes-Williams is an expert in customer service excellence.

Rhiannon has rapidly moved through the ranks in her career, beginning on the phones delivering excellent customer service to now where she is the Head of Customer Experience at livepro, training knowledge managers in some of the largest organisations in Australia.

Having already completed one degree and attaining her Six Sigma Yellow Belt, Rhiannon is passionate about continuous education and improvement and is currently studying for her second degree in BA Science Psychology at Macquarie University. Throughout her career, Rhiannon has taken up every opportunity to learn from the best in the industry having travelled on the NAB Wealth Best Practice Study Tour of the USA to bring back best practice information from some of the world’s best fortune 500 companies including Boeing and Google.



Libby Ewing-Jarvie & Courtney Zhang – Datacom Connect

Topic: ‘The role of knowledge management in optimising Virtual Assistants’

Libby Ewing-Jarvie began her career with Datacom in 1994. Moving through the ranks having held several positions both within the company, as well as with other large organisations like Microsoft, Libby is now General Manager, Business Enablement for Datacom Connect. With over 23 years of hands on experience in the industry she is certainly a CX expert worth listening to.


Courtney Zhang is Datacom’s Knowledge Manager. She is responsible for consulting, designing and curating knowledge across multiple clients and platforms. The growing need for Customer Service Automation in our business, and that of our clients, sees Courtney focusing on optimising content and architecture to ensure the ideal customer experience is realised.





Samantha Middlebrook – Customer Driven

Topic: ‘How to lose a customer in 500 seconds’

Samantha Middlebrook is Customer Driven’s Knowledge Management Practice Lead. An expert specialising in innovative Knowledge Management and Business Process Management concepts.

Samantha’s previous role as Senior Professional Services Consultant at Panviva Australia, saw engagements with Contact Centre customers and project management groups including Westpac, Vic Roads, HBF, Medibank, ANZ, Foxtel and AHM. Samantha coordinated multi-cultural teams in Bangalore and Melbourne for ANZ – ensuring compliance and reporting to Senior Management teams on project outcomes primarily aimed to deliver a consistent customer experience.

Samantha is passionate about designing the right KM strategy for any size customer, whilst ensuring that she and Customer Driven are at the forefront of Knowledge Management concepts, exploring latest practices for social enterprise and collaborative tools ensuring strategic alignment, whilst nurturing innovation.



Lyn Trewenack – BBB Advisory 

Topic: ‘Knowledge is having the right answer… it was the questions we had wrong – balancing both for Cx supremacy’

Lyn is the national consulting director for BBB Advisory.  The team at BBB focus on supporting and guiding clients to develop transformational customer strategies and to optimise their contact operations.

Lyn is recognised as a passionate thought-leader in customer experience delivery, relied upon to bring global practices to her Australian clients, and to share these insights internationally.  In fact, she recently returned from speaking at a conference in the US and investigating best practices in that country.

Clearly she is most comfortable when her world is dynamic and where her clients are facing significant disruption – whether that be caused by volcanic ash clouds, rapid changes to government legislation, new generations of customers or simply new technology channels.

Lyn has over 25 years’ in operational management and consulting within the customer contact industry and many of you who are not new to the industry, will know her from the many years she has been involved with Auscontact and previously the ATA.


livepro team 

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