1. KEY SPEAKERS INCLUDE
MEDIA PARTNERS
Exploring best practices, strategies and frameworks to tackle
performance challenges and improve customer service
delivery and satisfaction
Changing trends in customer service delivery, soaring customer
expectations and rapid innovations in technology have increased
the challenge for organisations and public sector departments and
entities to keep their customer service initiatives and strategies
up-to-date.
Now more than ever, organisations and public sector departments
and entities need to review existing customer service strategies
and develop more innovative and effective customer service
initiatives that deliver the right service to the right people at the
right time, to drive profitable customer behaviour, encourage
continued business growth and increase customer satisfaction.
Gain practical insights in designing and implementing
innovative and sustainable customer service strategies that
best fit your organisational and departmental goals and
objectives
Measuring, Managing and Improving Customer Service is
a comprehensive state-specific forum that brings together key
representatives from the public and private sector to discuss
changing customer service trends, challenges, opportunities and
strategies to improve customer service performance and service
delivery.
By attending, delegates can expect to:
• Understand the changing trends of customer service and
what these changes mean for you and your organisation and
departments
• Learn best practice strategies to drive a customer-centric
culture within your organisation or department
• Leverage customer data and analytics for improved delivery
of customer service
• Hear from real-life examples of what has worked, and how
you can adapt winning strategies to your organisation
• Network with leading players and professionals from the
customer service industry
Benefit from this exclusive opportunity to network and gain
practical guidance from Western Australia’s leading customer
service professionals
Don’t miss out on our pre-conference workshop:
Improving your Contact Centres’ Efficiency and
Customer Service Experience
Thursday, 25 August 2016
Workshop Leader:
Neil Harrison
Managing Director
Solution Space Consulting
Tackling performance challenges and improving customer service delivery
Register now to receive the
Early-Bird Discount!
Perth | 25 – 26 August 2016
REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com
Steve Mitchinson
Director of Customer
Service Delivery
WA Department of
Transport
Tracy Thompson
Manager, Housing Direct
Housing Authority WA
2015 Auscontact Awards
State Customer Experience
Champion for WA
Aaron Tighe
State Manager, Western
Australia
Macquarie Telecom
2014 National Customer
Service Excellence Awards
Large Enterprise Gold Medal
Grant Yonge
Group Manager, Contact
Centres
Silver Chain Group
Paul Tuffin
Program Manager, Customer
Experience and Customer
Insights
Water Corporation
Josianne Fortin
Manager, Customer Insights
and Retail Strategy
Synergy
Max Clarke
General Manager, Contact
Centres
Bankwest
Paul Shenton,
Customer Service
Manager,
Siemens
Healthcare
Jay Ellis
Customer Service Manager
City of Canning
Mark Balding
General Manager, ICT
Bethanie Group
Stewart Bazzica
Customer Satisfaction
Program Director
IBM
Chris Smoje
Founder
DIME™
Customer Service

2. Review existing strategies and develop more effective
customer service initiatives that deliver the right service to
the right people at the right time
Excellent customer service lies at the heart of every organisation’s
success. More recently, the customer service industry has seen a
shift to more differentiated and personalised customer service, with
a strong focus on customer centricity in all organisations and public
sector departments and entities. According to a January 2016 report
from Forrester Research, Inc., “delivering differentiated customer
service has become a strategic imperative”.* As more organisations
move towards the concept of differentiated customer service, it has
become increasingly challenging to remain competitive and stay
ahead of the differentiation game.
Measuring, Managing and Improving Customer Service is a
comprehensive state-specific forum bringing together Western
Australia’s leading customer service practitioners to discuss best
practice customer service strategies to increase the levels of
customer satisfaction. This forum has been specially designed for
professionals to network with like-minded practitioners, leverage
these best practice customer service initiatives and learn how to
apply them in the workplace.
*Trends 2016: The Future of Customer Service (2016) by Forrester Research, Inc.
Sponsorship Opportunities
Are you interested in demonstrating thought leadership, educating a
pre-qualified audience on your products and services and reinforcing
your brand to customer service professionals?
Sponsor the Measuring, Managing and Improving Customer
Service forum and we can help you host key clients and prospects
via company branded networking sessions. To further discuss
sponsorship and exhibition opportunities, contact us at 02 9368 3915
or info@aventedge.com.
Who Should Attend
Measuring, Managing and Improving Customer Service is a
valuable source of information, insights and networking opportunity
for Directors, Managers and Heads of:
Western Australia’s dedicated customer service forum
Key Learning Objectives
1. Embrace the shifting trends in customer service and
customer expectations
2. Analyse the emergence of “Omni-Channel” services and
its integration to your customer service strategy
3. Develop the business case for employee and customer
engagement, and how they are connected
4. Examine best practice strategies to re-design your
contact centre to tailor with your customers’ needs
5. Build and strengthen customer relationships across
multiple touch-points
6. Streamline all touch-point interactions to ensure
consistent, efficient and well-communicated delivery of
customer service
7. Discuss practical strategies to effectively embed the
“customer” into “culture”
8. Overcome challenges involved in promoting a customer-
centric culture
9. Utilise data and analytics to provide more targeted and
personalised customer service
10. Learn from leading practitioners as they share their
success stories and journeys to achieving customer
service excellence
Programme-at-a-Glance
PRE-CONFERENCE WORKSHOP
Improving your Contact Centres’ Efficiency
and Customer Service Experience
CONFERENCE
Embracing the shifting trends in customer service and
customer expectations
Excellent customer service starts from within
City of Canning’s journey
to achieving customer service excellence
Water Corporation’s customer service initiatives and strategies
Designing your contact centre for the 21st century and beyond
Creating an effortless customer experience from start to end
Panel: Driving a customer-centric culture
within your organization
Leveraging data and analytics
for better delivery of customer service
Panel: Embracing digitalisaton
to improve customer service delivery
Register EARLY and SAVE with our Early-Bird Discounts!
31 May 30 June 29 July
Save $300 Save $200 Save $100
Don’t forget to take advantage of our Group Discounts!
• Send 3 delegates and receive 5% OFF
• Send 4 delegates and receive 10% OFF
• Send 5 delegates and receive 15% OFF
Contact
Centre
Contact Centre
Sales
Customer
Support
Customer
Operations
Customer
Service
Technology
Customer
Experience
Service Delivery
Customer
Engagement
Innovation and
Technology
Customer
Care
Customer
Success
REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com

3. Thursday, 25 August 2016
Pre-Conference Workshop
PRE-CONFERENCE WORKSHOP:
Improving your Contact Centres’ Efficiency and
Customer Service Experience
In the new era of digital disruption, existing businesses are competing
with the ever growing list of disruptors. These are the companies that
are making it easier for consumers to switch providers in an effortless
and seamless way.
Customer Experience is now the key differentiator and delivers true
and real value for businesses, in the era where customers now decide
how customer centric an organisation is.
By attending this workshop, delegates will gain an in-depth
understanding of the key components in a great Customer
Experience, rethink their current process and identify how efficiency in
your centre can have a positive impact on the end user experience.
What the workshop will cover:
• The challenges for improving efficiency
• Delivering a consistent Customer Experience
• The key components of employee engagement
• Going above and beyond Customer Expectations
How you will benefit:
• Learn the fundamentals of an efficiently run Contact Centre and
how to identify inefficient processes and policies that impact
your customers
• Understanding the drivers of Customer Satisfaction
• How to build an engaged and motivated workforce that stands
behind your brand.
8:30 Registration and Welcome Coffee
Session 1 | 9:00 – 10:30
What are the new Service Expectations of today?
• The changing landscape of Customer Service in 2016
• The impact of digital disruption
• Case Studies: Today’s disruptors
• Understanding the business that you are in and your
service differentiator
10:30 Morning Tea
Session 2 | 11:00 – 12:30
Components of Customer Loyalty
• Identifying the drivers of Customer Loyalty and
why it is important
• Why trust is important in your service offering
• Building Character into your brand
• Case Studies: How the customer service experience
builds loyalty
12:30 Morning Tea
Session 3 | 1:30 – 2:45
Building Capability and Efficiency in your Centre
• The impact of Customer Service in your capability
• How your service displays your capability
• The components of a great Customer Experience
• Building efficiency in your centre
• Targeting improvements in your centre
• What are you measuring and what is it telling you?
• Are you listening to your customers?
2:45 Afternoon Tea
Session 4 | 3:15 – 4:30
Why Employee Engagement drives Customer Experience
• Aligning culture to your brand
• Case Studies: Companies that treat employees as starts
• Setting the rules of the team
• Creating the right environment
• Ensuring your staff have the right tools to get on
with their job
• Rewarding and incentivising the right behaviours
4:30 Closing Summary and End of Workshop
Workshop Leader:
Neil Harrison
Managing Director
Solution Space Consulting
Neil is a Satmetrix ® Certified Net Promoter Associate and has
significant experience in managing award-winning Contact
Centres both domestically and internationally.
Two-time winner of the Contact Centre Manager of the
Year award, Neil has a proven ability to improve operational
efficiency and performance leading to significant reductions in
costs, increases in both customer and staff satisfaction, and
improvements in customer loyalty.
With over 25 years of experience in the sales and services
industries, Neil has developed a solid background in the
fundamentals associated with the management of Contact
Centres, and has a proven track record of transforming strategy
into operational excellence.
As a former Contact Centre manager with iiNet, Australia’s
second largest DSL provider, Neil’s centre was recognised
by the Auscontact Association as the six-time Winner of the
Contact Centre of the Year in Western Australia, and two-time
winner of National Contact Centre of the Year.
Neil believes that employee engagement is the foundation
of a great customer experience and insists that businesses
wishing to compete in today’s age of digital disruption, have
an obligation to provide their staff with the necessary training,
ongoing development and effective tools at their disposal to
ensure the optimal Customer Experience.
Neil is currently the Managing Director of Solutions Space
Consulting, a Perth-based service consultancy which aims
to educate businesses that service should be your only old
fashioned idea.
REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com

4. Friday, 26 August 2016
Conference Agenda
8:30 Registration and Welcome Coffee
9:00 Chairperson’s Opening Address
Chris Smoje, Founder, DIME™ Customer Service
TOWARDS WORLD-CLASS CUSTOMER SERVICE
9:10 Keynote: Embracing the shifting trends in customer service and
customer expectations
• Moving beyond “customer service”, towards “customer engagement”
• Understanding the changing trends of customer service – and what
these changes mean for you and your organisation
• Analysing the emergence of “Omni-Channel” services and its integration
(i.e. in-store, Internet, phone, email, chat, video, etc)
• Mapping the future of customer service and what it entails
Steve Mitchinson, Director of Customer Service Delivery, WA
Department of Transport
9:50 Case Study: Excellent customer service starts from within
• Connecting the dots between employee engagement and customer
satisfaction
• Striving towards customer satisfaction to demonstrate excellent
customer service
• Developing the business case for both employee and customer
engagement – How do they affect the organisation’s productivity and
bottom line?
• Practical strategies and advice for achieving excellent customer service
Aaron Tighe, State Manager, Western Australia, Macquarie Telecom;
2014 National Customer Service Excellence Awards Large Enterprise
Gold Medal
10:30 Morning Tea
MEASURING AND MANAGING CUSTOMER SERVICE
11:00 The City of Canning’s short and sweet journey to achieving
customer service excellence
Three years ago, the City of Canning Council was suspended, and
following an Inquiry, subsequently dismissed. A year later, under
local government reform, the Council was preparing to be abolished.
Despite these seemingly insurmountable challenges, the Council’s
leadership team was determined to create a culture of customer service
excellence. This presentation will outline the journey to achieving
this goal, culminating in the City of Canning proudly winning two
national customer service awards in 2015 and the International Service
Excellence Award 2015.
Jay Ellis, Customer Service Manager, City of Canning
11:30 The Water Corporation’s journey towards becoming a customer-
centric organisation
• Driving a customer service cultural change in a monopolistic
organisation.
• Overview of the core projects under the Corporation’s Customer
Experience Program.
• Challenges and learnings associated with the delivery of the program.
Paul Tuffin, Program Manager, Customer Experience and Customer
Insights, Water Corporation
12:00 Case Study: Designing your Contact Centre for the 21st
century and
beyond
• Recognising the importance of having a high-quality Contact Centre for
customer engagement, retention and satisfaction – How they shape your
customer’s perception
• Training, engaging and empowering front-line employees to deliver the
right information at the right time across various customer touch-points
• Re-inventing your Contact Centre to tailor with the customers’ needs of
the 21st
century
• Examining best practice strategies to integrate the Contact Centre into
organisations
Tracy Thompson, Manager, Housing Direct, WA Department of
Housing; 2015 Auscontact Awards State Customer Experience
Champion for WA
12:30 Networking Lunch
IMPROVING CUSTOMER SERVICE: CUSTOMER ENGAGEMENT,
JOURNEY EXPERIENCE
1:30 Personalising the Experience: Creating an effortless customer
experience from start to end
• Building and strengthening customer relationships across multiple
touch-points
• Streamlining all touch-point interactions for your customer to ensure
consistent, efficient and well-communicated delivery of customer
service
• Utilising appropriate channels to meet customers’ needs and demands
• Adopting “Omni-Channel” service options to shape your customer’s
experience
Max Clarke, General Manager, Contact Centres, Bankwest
2:10 Panel Discussion: Driving a customer-centric culture within your
organisation
• The challenge of alignment – Organisational culture and customer
satisfaction
• Attaining senior management and employees’ buy-in to your
organisation’s re-invented “customer-centric” vision and culture
• Discussing best practice strategies to effectively embed the “customer”
into your organisational culture
• Overcoming challenges involved in promoting a customer-centric culture
Grant Yonge, Group Manager, Contact Centres, Silver Chain Group
Stewart Bazzica, Customer Satisfaction Program Director, IBM
Gail Murdoch, Customer Relationship Manager WA, Superpartners
3:00 Afternoon Tea
IMPROVING CUSTOMER SERVICE: DIGITALISATION AND INNOVATION
3:30 The Digital Age: Leveraging data and analytics for better delivery of
customer service
• Knowledge is key – Utilising data and analytics to create a competitive
edge through more targeted and personalised customer service
• Understanding the type of data needed and where to obtain the data
• Demonstrating how the proper use of data leads to improved delivery of
service
Josianne Fortin, Manager, Customer Insights and Retail Strategy,
Synergy
4:10 Panel Discussion: Embracing digitalisation to improve customer
service delivery
• Outlining the impact of the digital revolution on your customers and
organisation
• Opportunities and challenges involved in digital transformation
• Understanding how going digital enhances positive customer
experience and drives profitable customer behaviour
• Communicating the integration of traditional and digital channels to
ensure that employees are equipped with the right skills and knowledge
to provide quality service
• Practical advice – What should you take note of before making this
move?
Mark Balding, General Manager, ICT, Bethanie Group
Colin Smith, Manager, Customer Experience, Synergy
Paul Shenton, Customer Service Manager, Siemens Healthcare
5:00 Chairperson’s Closing Address and End of Conference
REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com

5. REGISTRATION FORM
LOCATION AND DATE
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¨ Cheque: Mail to: P.O. Box 1654, North Sydney, NSW 2060
¨ Credit Card: Please visit www.improvingcustomerservice.aventedge.com
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¨ Workshop: 25 August 2016
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Travel Accommodation
Delegates are responsible for the arrangement and payment of their own travel and accommodation.
We have arranged a special room rate for delegates at a number of hotels. Please contact us for
further details.
Terms Conditions
1. Upon registration all invoiced sums, including applicable taxes, are payable in full by the delegate
toAventedge
2.Should a delegate be unable to attend the event then a substitute delegate is welcome at no extra
charge.However,no pass sharing at the event is allowed.
3. Should a delegate be unable to attend the event and wish to cancel their registration then this will
be subject to the following:
a)All requests for cancellation need to be made in writing to the relevantAventedge office
b) Cancellations are only permitted 28 days or more before the event date. A $250 + GST
administration fee will be charged per invoice
c) 15 to 27 days before the event date: no refunds will be allowed, however, a credit voucher valid
for 12 months will be issued.A $250 + GST administration fee will be charged per credit voucher.
d)Within 14 days before the event date:no cancellations or refunds permitted
e) Registrations can be transferred to a colleague from the same company before the event
without a fee
4.The event pass is valid for the designated person only.Pass sharing is not permitted.
5. Aventedge will make its best endeavours to run the event per the published programme but
reserves the right to alter the programme without notice including the substitution, alteration or
cancellation of speakers,topics or the alteration of the dates of the event
6. Aventedge is not responsible for any loss or damage as a result of a substitution, alteration,
postponement or cancellation of an event
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with this event is expressly reserved and any unauthorised duplication, publication or distribution
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services which may be of interest to the Client and which will be communicated by letter,phone,fax,
email or other electronic means
9. Important note: While every reasonable effort will be made to adhere to the advertised package,
we reserves the right to change event dates, sites or location or omit event features, or merge the
event with another event, as it deems necessary without penalty and in such situations no refunds,
part refunds or alternative offers shall be made.In the event that we permanently cancel an event for
any reason whatsoever,(including,but not limited to any force majeure occurrence) and provided that
the event is not postponed to a later date nor is merged with another event, the Client shall receive
a credit note for the amount that the Client has paid to such permanently cancelled event, valid
for up to one year to be used at another ‘Aventedge’ event. No refunds, part refunds or alternative
offers shall be made.
10. Governing law:This Agreement shall be governed and construed in accordance with the laws of
the country this event is being held, and the parties submit to the exclusive jurisdiction of the Courts
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responsible for covering consequential costs’ (airfare,hotel,or other travel costs) incurred by clients.
13. Completing and returning this Registration Form to us implies acceptance of the above Terms
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Occasionally your details may be obtained from, or made available to, external companies who wish
to communicate with you offers related to your business activities.
REGISTER NOW - 4 EASY WAYS
Benjamin.Porter@aventedge.com.au
Call now on +61 2 9368 3916
Mail this completed form together with payment
to Aventedge at: P.O. Box 1654, North Sydney NSW 2060
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www.improvingcustomerservice.aventedge.com