CX FORUMS: 2018 Key Note Speakers

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. This year with 4 locations, a jam packed agenda that features nationwide KM Awards and 2 Keynote Speakers in each state – they’re fast becoming the premiere events for Knowledge Management and Customer Experience. This year’s Keynote speakers are from a wide range of backgrounds and are experts in the industry, so without further ado – here are this year’s speakers…

Luke Jamieson | Head of Service Centre at First State Super
Topic: ‘Engaging the team on the Balanced Score Card through Gamification’

Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation. Luke has over 13 years of expertise across the Superannuation retail, outsourcing and profit-to-member sectors. He is passionate about customer and employee experience and is continually innovating service models that have attracted industry excellence awards. In 2013 his team was the ICMI “Global Contact Centre of the Year” for Small to Medium-Sized Centres. The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16. Luke was also awarded Victorian Contact Centre Manager of the year 2013.

An exciting communicator, key note speaker and thought leader, Luke has been featured in a number of publications including the Wall Street Journal as well as being invited to speak all around the world.

Luke is highly regarded as someone who can transform cultures and frameworks that break the moulds of tradition and has a proven record of positive disruption that has resulted in industry leading employee and customer satisfactions results.

Ian Aitchison | CEO, Asia Pacific Region at COPC Inc.
Topic: ‘Using Analytics to improve Customer Experience’

Ian Aitchison‘s twenty-two years of experience in the contact centre industry have been marked by the consistent delivery of quality, service and process improvement with a focus on customer satisfaction that is the hallmark of the COPC® Framework. He brings to his position as CEO for the Asia Pacific Region a level of experience that encompasses the full strata of contact centre operations.

Having managed in-house and outsourced contact centres as well as back-office processing centres, Ian fully understands the speed of change required when managing within the contact centre environment. His involvement in both inbound and outbound processes includes centres serving the energy, IT, banking, airlines, telecommunications, government, collections, credit card and insurance industries.

Since joining COPC Asia Pacific Inc. in early 2006, Ian has led nearly one hundred on-site operational assessments for blue chip organisations in Australia, Asia and North America and has provided training for hundreds of individuals on Six Sigma for Contact Centres, Workforce Planning Strategies and High Performance Management Techniques as well as providing CSP and VMO Registered Coordinator Training.

Paul van Veenendaal | Managing Director at CSBA
Topic: ‘Customer Experience Measurement’

Paul van Veenendaal is an experienced Managing Director with over 30 years experience in business.

He has held a number of senior management roles in both the manufacturing and service industries. Including heavy engineering, bedding products, textiles to Books and Printing. In many of his roles, Paul’s primary focus has been to substantially improve business revenue and profits through a passion of providing improved customer service through ‘real’ innovation.

Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government. In 2003 Paul joined CSBA because of his passion for understanding and improving customer service. In the last 10 years he has seen CSBA grow in the range of product and services provided. The focus has been to help organisations understand, measure and improve business through a focus on customer contact.The growth has been driven by customers wanting to understand and improve the customer service provided.

Paul has a Bachelor of Engineering (Hons) and MBA both from Melbourne University.

Samantha Middlebrook | Head of Product and Go to Market at Customer Driven
Topic: ‘Authoring for a multi-channel audience’

Samantha Middlebrook is Customer Driven’s Head of Product and Go to Market. 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 – Director at BBB Advisory
Topic: ‘Demystifying multichannel customer experience’

Lyn Trewenack is the national consulting director for BBB Advisory.  The team at BBB focus on supporting and guiding clients to develop transformational customer experience 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 has been back in the US again a few times this year investigating leading edge customer contact changes, including yet-to-be-released technology.

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 energetic and passionate style that always leaves us contemplating new ideas for our businesses.

Steve Mitchinson | General Manager of Driver and Vehicle Services | Department of Transport
Topic: ‘Doing the Groundwork to become a true Multichannel CX Organisation

Steve Mitchinson has worked in a number of roles in the area of customer experience transformation and strategy for over 20 years. After delivering significant operational improvements working with or consulting to some of Australia’s most well-known enterprises in both the public and private sectors,  Steve rejoined the Department of Transport in 2015 as Director of Customer Service Delivery for their Driver and Vehicle Service business unit. In February of 2017 he was appointed acting General Manager and leads the Dept. of Transports Customer Experience Steering Committee.

Steve also serves on the Board of Service WA and is a member of the state governments Business and Technology Advisory Committee.

Steve has developed a range of highly effective methods and operational models to ensure that reducing costs, and improving the customer experience and employee engagement are complimentary objectives that can be achieved in harmony.

He is a former Director and National President of both the Australian Institute of Credit Management, and Auscontact, the Australian Contact Centre industry association, and has served on a number of government advisory panels related to business services.

Today Steve will share with us how his team have transformed their operating model to  deliver significant improvement and innovation across a broad range of key business performance measures

Tracy Thompson  | Contact Centre Manager | WA Department of Communities
Topic: ‘Singing from the Hymn Sheet

Tracy Thompson has a strong presence in the customer service industry, having worked in Federal and State Government organisations for over 25 years. Currently the Manager of Housing Direct at the Department of Communities, Tracy brings a wealth of knowledge and experience to livepro’s WA Forum. 

Tracy’s purpose is to inspire and unify her teams to drive process improvements and deliver the highest standards of customer service in the pursuit of providing positive outcomes for people – customers, colleagues and community.  

Under her guidance and leadership, the Housing Direct team has not only developed into a scalable and agile team to support an efficient service delivery model to the Department of Communities, but has now become a power house in the Contact Centre and Customer Service industries having won over 38 individual and team awards at a state, national and pan pacific level culminating in back to back Auscontact National “Best Team” titles for 2016 & 2017 and National Contact Centre Manager of the year in 2017.

Tracy says that “The key to our success in developing such a high performing team, is through my desire to get back to basics and create a culture that is focussed on doing what is right”. 

livepro team 

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