Customer Experience Management Solutions and Consultants

Case Study Synopses

Designing and Launching New Propositions – Peter Murley (Guest)

Peter Murley was one of the founding executive team of Europe’s leading direct bank, firstdirect. Peter will discuss how a traditional British bank came to launch an innovative and customer focused start up that has since been a model for many around the world. He will describe the challenges in setting up a “spin off” organisation and the lessons he learned. In workshops Peter will share some of the “secret sauce” of firstdirect. This should challenge CCO Forum members to consider how their own organisations compare

Connecting the Silos for Customer Growth and Profitability – Jeanne Bliss (Guest)

Jeanne’s keynote and break-out session will give you the benefit of her 25 years promoting the customer agenda within major corporations. She will describe her successes in instilling a customer focus and associated new competencies within organisations. She will give you practical tools to use and help you assess the organisational mindset that must exist for success. You will learn to examine and evaluate the fundamentals necessary for driving a customer agenda. The discussions will include her perspectives on change readiness, alternative organisation models to drive change, how to understand the power and competencies within your organisation and how to develop a strategy to move forward

The Strategic Holy Grail: Improving Service whilst Reducing Costs - Donald MacKenzie, Alinta

Cost reduction initiatives can put service quality at significant risk but don’t have to. By adopting methodologies most commonly used in lean manufacturing, Alinta has refined many of its business systems and processes. This has provided a 70% reduction in training time, a 40% increase in staff productivity but also produced an 90%+ reduction in rework on the highest volume transaction. The software is currently scheduled to be used for on-line customer self-service later this year. With his background in manufacturing, Donald, who runs Alinta’s retail business, brings a unique focus to driving improvement in service processes

“Skin not Tin” – changing Qantas culture from an operational to a customer focus - Alastair Fernie, Qantas (Guest)

Qantas is one of Australia’s iconic brands with an important role in representing the best of Australia domestically and internationally. At the start of the decade, operational and competitive pressures took the company’s eye off the customer – a move that damaged the brand. Over the last four years a customer led service strategy has turned the company around to once again a greater customer focus. This has been achieved by an integrated strategic plan that includes engaged staff, customer driven product and service development and an obsession with a premium customer experience. Although the success of this strategy has been significant, this is a continuous process and much more is planned to continue to journey towards an “exceptional” customer experience

Do analysts really take customer service seriously?”- Andrew Hokin and Ben Zucker, Macquarie Securities Australia (Guests)

Andrew and Ben are leading Equities Analysts for the Banking sector at Macquarie Securities. This is a unique opportunity to hear how those who advise the market think about the value of customer service. They hear of many investments in customer service initiatives and are confronted with the challenge of assessing whether these initiatives will deliver and the financial value that will flow. Andrew and Ben will explore the challenges they face in assessing the importance of customer service and what they monitor in forecasting future financial outcomes. Whilst they specialise in the Banking sector, the discussion will be applicable to all industries. They are also keen to understand what CCO Forum members think investment analysts should be measuring and what members believe are the most important service factors