Engage Event Registration

Agenda

This year we have developed an expanded conference program with more streams that promise to arm all attendees with new knowledge and insights to take back to the office.

After a morning of inspirational keynote speakers we break out into 4 streams that explore the many facets of Customer Experience Optimisation.

Wednesday, May 25

Thursday, May 26

Guest Speakers

Verint Speakers

8:30am - 9:00am

Registration Opens

9:00am - 9:45am

Welcome Address

9:45am - 10:45am

Customer Engagement Optimisation: Realising the Vision

Coffee Break

11:15am - 12:00pm

Keynote: Forrester Analyst

12:00pm - 12:30pm

Customer Keynote: IAG Australia

12:30pm - 13:00pm

Q&A Panel

Lunch

CEO Solution Tracks

	Executive Forum	Customer Analytics	Engagement Management	Workforce Optimisation
14:00pm - 14:45pm	CEO: An Executive PerspectiveA deeper dive into the CEO Vision and it's competitive advantages plus examples, Steven, Daniel, Rajeev	How Do You Measure Customer Experience? How to bridge the gap between customer experience metrics and traditional operational metrics in the contact centre, Ben Smith	The Future of Customer Engagement Discussing the new model of customer engagement management, Cameron Hissey	The Workforce Intelligent OrganisationBreaking down the WFO components, Nick Mortimer
14:45pm - 15:30pm	Developing a Customer Experience Strategy: Increasing Customer Satisfaction & Revenue, Exceed Global A robust Customer Experience strategy is crucial to ensure your services are actively designed to meet your customers’ and organisation’s needs. Incorporating industry best practice methodologies, Isabella, from Exceed Global will provide you with the insights to develop your own strategy and successfully implement it within your organisation.	What’s New In Customer AnalyticsA review of why this is important to companies, benefits that can be gained an an insight into the latest solutions and technologies, Daniel Ziv	A Look Inside Engagement ManagementBreaking down the chunks of Engagement Management: KM, Digital, Desktop, Case Cameron Hissey	Driving Innovation in Contact Centres using WFO and Analytics WFO and QM case study QVC
	Coffee Break
16:00pm - 16:45pm	Identity Analytics: Delight your Customers and Protect your Company How to create a frictionless authentication experience for your customers and deter fraudsters, Steve Williams	The DHS Speech Analytics Journey, Dept of Human Services The customer experience program and use of EFM and Speech, Linda Brody	The Value of Customer Engagement Optimisation Looking at how the CEO story comes together and the relationship between KM and QM, Steven /Cameron	Next Generation Employee Motivation: Performance Management and Gamification Rajeev Venkat
16:45pm - 17:30pm	Executive Forum Discussion Steven, Daniel, Rajeev	The Insider’s Guide to Enterprise Feedback ManagementA look inside EFM and its contribution to customer feedback, Brian Koma	Customer Journey Mapping: Describing the Customer Experience, Exceed Global A tactical approach to customer journey mapping and it's benefits to the omni channel experience Exceed Global	Using Technology to Unlock Potential, IAG New Zealand Alex Geale
	Conclusion of Day 1 Presentations
19:30pm	Gala Dinner Reception
Verint reserves the right to amend and adjust this agenda without notice.

TOM MCCANN, SENIOR ANALYST SERVING CUSTOMER EXPERIENCE PROFESSIONALS

Tom is a senior analyst serving Customer Experience Professionals. He has over 25 years' experience in the research, analysis, and design of digital and physical world experiences across a broad range of industries and environments within Australia and the US. His research interests include user experience, customer experience maturity, the metrics that drive customer experience, the business case for customer experience, and the role of employee engagement in driving and evolving the customer experience.

Before joining Forrester, Tom spent 13 years in various customer experience roles with Staples, researching and defining the customer experience for retail and online B2B and B2C customers. He also established a research team to evaluate the impact of product and packaging design on the customer's purchase experience and overall satisfaction with product usage. Previously, he provided consulting services to Australian businesses and government departments defining their customer and employee experiences across a variety of product and service delivery models, including interaction with online support systems, telephone-based systems, and customer-facing counter and support staff.

JUSTIN JONES AND JAMES CASTRISSION, EXPLORERS PUSHING THE BOUNDARIES OF HUMAN ENDURANCE

On November 13 2007 James and Justin embarked on a journey no other person had achieved, they kayaking from Forster Australia across the Tasman Sea to New Zealand. After 62 days, 3318km’s, battling 10 metre swells, food and sleep deprivation they made it! If that wasn’t enough, in January 2012, they made history by completing the longest unsupported polar expedition of all time. After 89 gruelling days they made it back to the coast after having skied 2,275 km with everything they needed to survive in the harshest environment on Earth.

EAN VAN VUUREN, HEAD OF DIGITAL & SELF SERVICE CHANNELS, IAG

Ean joined IAG in 2013; he leads the Digital and Self Service team where they look to meet the growing needs of customers preferring to engage their insurance needs through online, mobile and social channels.

Prior to joining IAG, Ean was Head of Consumer Online at Westpac where he lead online sales and service for Consumer segments, and before that at NAB in Melbourne where he was responsible for Retail Internet Banking, Telephone Banking and running the ATM network.

Prior to NAB, Ean was a Senior Manager at Cap Gemini in their Supply Chain practice based in Melbourne, after relocating to Australia in 2001.

Ean began his career in one of South Africa’s premier apparel and home ware retailers where he spent over eight years of experience in branches, technology and consumer finance.

In his spare time Ean enjoys spending time with his family, and most weekends can be found windsurfing in Botany Bay when the wind is blowing or on the net when it’s not.

LINDA BROADY, HEAD OF CUSTOMER FOCUS, ALLIANZ

Linda has worked as a customer experience professional for the last 12 years in both strategic/project management and “hands on” operational roles.

As Head of Customer Focus at Allianz, Linda is responsible for developing strategies and executing enterprise programs and initiatives that improve customer experience. She is currently leading the rollout of Allianz’s Voice of Customer Program, following a successful pilot that deployed Verint’s Speech Analytics and Enterprise Feedback in Allianz’s Contact Centre. Plans are now underway to expand and roll out the program across all touchpoints and channels of the customer journey. A key objective is to identify and quantify CX improvement opportunities which will drive a pipeline of continuous improvement projects and initiatives.

Prior to joining Allianz Australia Ltd, Linda headed up St.George Bank’s Customer Advocacy unit, managing a team of complaints and disputes management specialists. Acting as the internal advocate for customers, Linda was responsible for representing the interests of customers within the business, and identifying systemic and recurring issues and opportunities impacting customer experience. A key focus while in this role was the development of St.George’s complaints management behavioural framework and complaints management system, both of which were adopted by the Westpac Group following a successful deployment within St.George.

NATHAN BURGESS, CONTACT MANAGER, POLICELINK

Nathan Burgess has been with the Queensland Police Service for almost 18 years undertaking a number of roles including Project Manager, Contact Manager and Principal Business Analyst.

For the past 4 years Nathan has held the position of Contact Manager, Policelink, the QPS 24/7 non-urgent contact centre. Most recently he has overseen the implementation of a wide sweeping shift from traditional counter and telephony services to digital self-service options within the QPS. He is passionate about delivering real and positive change with the introduction of new technologies to the contact centre, driving efficiencies and better experience for customers and agents alike.

SHANE HACKETT, MANAGER CUSTOMER SERVICES BRANCH, BRISBANE CITY COUNCIL

Shane is a qualified Town Planner who joined Brisbane City Council in 1995. As well as holding a Bachelor of Urban and Regional Planning he also has a Graduate Diploma In Urban and regional Planning. and Graduate Certificate in Policy Analysis.

Shane has performed a wide range of roles, from open space and environmental planning, development assessment, strategic land use and transport planning to community engagement. In 2008 Shane moved into management roles, leading Council’s Water Resources branch (including through the Jan 2011 flood), Connected Communities branch and more recently as Manager of Customer Services Branch.

Shane is passionate about creating customer focused organisations that are dedicated to customers: everyone. everywhere. every time. He also loves spending time in his boat on weekends, fishing, surfing and wakeboarding.

CRAIG JAMES, ASSOCIATE DIRECTOR, CUSTOMER EXPERIENCE AND INSIGHTS, OPTUS

Craig manages Optus Business’ Customer Experience and Insights team, and is tasked with helping the company achieve its goal of becoming the most loved and recommended service brand in Australia.

Craig has more than 15 years’ experience in customer-focused roles. He has worked with private and public-sector clients to deliver growth and transformation strategies for customer-facing functions including marketing, sales, operations, customer service and customer experience. Before joining Optus, Craig was a management consultant at Deloitte UK for seven years, working with a range of international clients primarily across the Financial Services, Telecommunications and Consumer Goods industries. He was also seconded during this time to manage the Customer Experience function of the London Olympic Games."

ISABELLA VILLANI, COMPANY DIRECTOR, EXCEED GLOBAL

Isabella Villani is a customer experience management professional with extensive capability in leading business strategy and transformation, customer experience and omni channel strategy.Her skill set includes contact centre optimisation, process improvement, change management, program management, and training development and facilitation. Isabella has business consultancy expertise within a range of industries including banking and finance, telecommunications, not for profit, government, health, infrastructure and resources.

Isabella is currently a Company Director of Exceed Global. Client focused, Exceed Global provides innovative and best practice solutions to help businesses solve problems, gain market advantage and operational excellence, and increase profitability. The team listen is to their clients’ unique needs, collaborates and engages to deliver tailored outcomes. The team is agile and multi-disciplined, delivering both strategy and implementation.

Clients leverage Exceed Global’s extensive consulting experience and industry expertise in strategy and planning, customer experience, operations and technology. Clients also rely on our recruitment expertise and networks to provide the most suitable candidates in the market, spanning executive, permanent, contract and volume placements.

With tertiary qualifications, as well as workplace certifications in Six Sigma (Black Belt),Kaizen, Systems Thinking Design, Agile and CompTIA Project Management, Isabella is acknowledged as an industry expert in managing high-performing teams to achieve business outcomes. Isabella also has extensive people leadership, executive coaching and facilitation experience, and has gained Executive Coaching qualifications and a Certificate IV in Workplace Training and Assessment. Isabella was formerly the Victoria Director of the Customer Contact Management Association (CCMA) and is currently a Board Director of Auscontact, the leading forum for industry professionals and experts.

SUBRAMANYA CHANDRASHEKAR, CIO, INFORMATION TECHNOLOGY SERVICES GROUP AT HGS

Subramanya is responsible for Information Technology Services Group at HGS.He takes care of implementing, maintaining and monitoring world class technology Infrastructure, Information Security and SMAC solutions. He has over 27 years of experience in the technology domain across multiple industries and handles various aspects of conceptualizing and commissioning of BPM and other ITeS operations including transition of projects across global facilities of HGS, with a demonstrated ability to implement large scale, complex technology solutions to a rapidly growing business.

He performs consulting role for the Hinduja Group for IT Implementations and is on the Board of the Hinduja Outsourcing India Private limited (HOSIPL), a 100% subsidiary of HGS.

Subramanya is widely known in the industry as a speaker on various BPM and Technology conferences and well connected with all major OEMs and is recognized for his techno-commercial knowledge in the IT/ITES vertical.

He published several articles on telecom and Technology trends for contact centers and his experience also spans across formulating business strategies, reviewing and modifying them, in tune with changing market environment. He keeps himself abreast of technology frontiers and trends, evaluate them and examine their relevance to the long term IT strategy of HGS. Built team of Analytics professional.

Subramanya was nominated amongst the TOP 100 CIO’s in 2006 & 2007. He is also awarded the ’30 most talented leaders of the outsourcing industry’ at the Asia BPO Summit in 2014.

ADY MERETZ, PRESIDENT OF APAC, VERINT^® ENTERPRISE INTELLIGENCE SOLUTIONS™

Ady Meretz is the President for Verint Systems responsible for the Enterprise Intelligence businesses in Asia Pacific. He has been with Verint Systems since 2001 untill late 2009, and re-joined the company in 2012 after serving as the CEO for Expobee (a privately held business community engagement company). Ady holds a first degree in BSc Electronics and Electrical Engineering from the Technion and a second degree on MBA in Business Management.

NANCY TREASTER, SENIOR VICE PRESIDENT AND GENERAL MANAGER OF VERINT^® ENTERPRISE INTELLIGENCE SOLUTIONS™

Nancy Treaster serves as a Senior Vice President and General Manager of Strategic Operations for Verint^® Enterprise Intelligence Solutions™ and its award-winning Customer Engagement Optimization suite. In this capacity, she drives global strategies and the corresponding execution of those strategies across the business line, including go-to-market, product and M&A strategies, as well as strategic alliances and marketing.

With 30 years of experience in the high-tech software industry, Treaster has held an array of leadership positions, including 10 years with Witness Systems and 13 years with Dun & Bradstreet Software. As part of Witness Systems’ senior management team, she served as senior vice president of global marketing, including product management, working alongside the worldwide sales, support and engineering organizations. At Dun & Bradstreet Software, she directed product management and product marketing, and held leadership roles across such areas as training, consulting, product management, sales and marketing. Treaster holds a Bachelor of Science in management science from the Georgia Institute of Technology

RYAN HOLLENBECK, SENIOR VICE PRESIDENT OF MARKETING, VERINT^® ENTERPRISE INTELLIGENCE SOLUTIONS™

Ryan Hollenbeck serves as Senior Vice President of Global Marketing for Verint^® Systems, the market leader in Actionable Intelligence^® solutions. In his position, he is responsible for driving global corporate marketing, solutions and industry marketing, marketing communications and operations, digital marketing, and sales enablement. He also serves as executive sponsor of the Verint Customer Experience Program that focuses on gathering a deep understanding of the customer journey and translating that information into actionable intelligence. With more than 25 years in high-tech marketing, Hollenbeck brings a wealth of experience in market positioning for technology companies.

During his 10 year tenure with Witness Systems—which in 2007 combined with Verint—he served as vice president of corporate marketing and investor relations. Prior to that, he held management and leadership positions with Dun & Bradstreet Software, Prentice Hall Professional Software and Crescent Communications (now Ketchum). He holds a Bachelor of Journalism degree with an economics minor from Oregon State University.

DANIEL ZIV, GLOBAL VICE PRESIDENT OF CUSTOMER ANALYTICS AND PRODUCT STRATEGY, VERINT^® ENTERPRISE INTELLIGENCE SOLUTIONS™

Daniel has been leading Verint’s Customer Analytics offerings and strategy since 2002 and has been instrumental in developing analytics solutions and strategies with many organizations around the world. Daniel has helped contact center managers and customer experience executives at many global organizations to improve performance, enhance customer engagement and achieve significant ROI. Daniel is a frequent speaker at leading industry events. He holds an MBA, Magna Cum Laude, in Marketing from Tel-Aviv University and BSc. Cum Laude, in Electrical Engineering from the Technion Institute of Technology.

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