Customer Experience Management Solutions and Consultants

Case Study Synopses

Technology Projects: Is The Cure Worse Than The Pain? - Jane Hemstritch

Jane is the ex-Managing Director of Accenture Asia Pacific.  She has spent her career helping organisations get value from technology. Much of that time she has walked the uncomfortable path between the technologists and the business areas looking for change and solutions. In this session Jane discussed issues such as how do you talk to the people in IT? how can you avoid the pitfalls of major IT projects? and how do you get lasting value from technology?

Making a Difference With Self-Service - The NetBank Story – Marcus Judge, Commonwealth Bank

Commonwealth Bank’s Netbank is the largest web based self service application in Australia and among the top ten most visited web sites. It was not just a case of “build it and they will come”. Marcus Judge described how it got to be there and issues in getting customers to adopt self service technologies.

The Flightpath to Customer Experience Excellence – Rosanna Imbrogno, WestJet

Founded in 1996, WestJet is the leading low cost carrier in Canada and is one of the most profitable airlines in North America. Their business challenge was that old fashioned and costly customer research wasn’t good enough for their fast & friendly service ideals. In this case study Rosanna described how WestJet quickly ascertains their customer experience and gets the feedback to decision makers who are empowered to make improvements and then track progress. The results speak for themselves. WestJet has been named Canada’s most respected corporation for customer service for the last three years.

How a Global PC maker is using WIKIs to Change the Knowledge Management Game - Cass nevada and Bill Price, Driva Solutions

This organisation, like many others, was facing the challenge that knowledge management and other systems couldn’t keep up with how quickly front line staff needed new knowledge and information. To solve this problem they used the new “collaborative knowledge sharing tools” known as WIKI’s to create a user maintained knowledge source. This case explained how it works in practice.

The Road to a Knowledge Management Solution – Lesley Portwain and Glen Duggan, Austar

Like many organisations, Austar recognised that there were benefits in getting better knowledge to front line staff to help them deliver better customer experiences. However, the solution that Austar selected needed to be very closely integrated with the way front line staff work. Lesley and Glenn explained how they picked a particular solution, how it works in practice, the benefits that have been achieved and the key lessons they have learnt in making the solution effective.

Fact-Based Coaching and Targeted Employee Development – Paul Drennan, Uniprise

Uniprise are a large United States health insurer. With a call centre and back office operation that would dwarf most Australian businesses they needed a systematic way to help their front line supervisors drive performance. This interactive session described why they implemented an employee segmentation strategy and how it supports what they call “fact-based coaching”. The discussion focused on performance management best practices and their impact on business operations.

Biometric Voice Verification at ahm - Melinda Charlesworth, Australian Health Management

The rigours of the privacy act force most organisations to put customers through complex, time consuming and at times hostile identification processes. AHM are one of the first organisations in Australia to use the technologies of voice verification to identify customers and improve the experience. Melinda described how it works and the practical lessons in using this technology.

Integrating Customer Analytics into your business to Drive Improvement 

Telstra are among the most sophisticated users of customer analytics in Australia. Sandra Hogan runs the team who predict and model customer behaviour. She described the building blocks you need to put in place and the challenges in getting valuable information used at the front line.

Txt 4 Success in Customer Interactions – Gay Reed-Barrance, AMWAY

Amway are among the leaders in New Zealand in using SMS text and email as a two way communication medium with their customers. They have overcome the challenges of adoption both internally and externally and will describe the challenges and benefits of integrating new service and marketing channels of this type.

Agents From Home in Australia – Jacob Murray-White, Salesforce

Salesforce are among the first companies to establish a substantial “Agents from Home” workforce in Australia. After visiting a number of US companies Salesforce decided that they could make it work here.  Jacob described why they did it, how they did it and lessons that others might apply.

Separating the Hype From the Reality in Customer Facing Projects

Andy Rowsell-Jones is one of Gartners leading technology strategists and a sought after speaker all over the world. He discussed the implications of the new technologies on customer service using Gartner’s famous technology “Hype cycle” to categorise the maturity and evolution of a range of customer related technologies. Finally he equipped members with some critical questions to ask their vendors and their in house IT experts - “to keep them honest”.