Redefining Business Continuity in Customer Experience
2020 has magnified global unpredictability, forcing organisations to rapidly respond to record-breaking spikes in customer-service requests and adapt their business processes and technology accordingly.
With global changes in consumer behaviour, brands must use these new behavioural insights to re-invent their CX in the ‘new normal’. A customer-first strategy that uses thoughtful digital transformation and proactive communications, is more important than ever to ensure business continuity.
- How have companies recalibrated CX efforts in response to the crisis?
- What are some of the hurdles and challenges that CX leaders are still facing as a direct result of the pandemic?
- What long-term impacts will the outbreak have on customer behaviour?
Global Head of Digital & Ecommerce at Global Retail Brands
Head of Delivery Operations, Energy Solutions at AGL Energy
Head Of Digital at Amart Furniture
Head of Network Operations & Maintenance at Sydney Water
Head of Customer Experience at HiSmile
Head of Digital Support & Operations at Seven West Media
VP of Global Enterprise at Christie Digital Systems
Executive GM at Energy Queensland
GM of Customer Experience at DHL Supply Chain (ANZ)
GM of Strategy & Commercial at Jemena
GM of Customer Experience & Communications at Transdev Sydney Ferries
Manager of Customer Experience at Sydney Water
Manager of Operations at Griffith University
Manager of Digital Experience and Creation at RACQ
Manager of Production Operations, Insurance Technology at RACQ
Program Manager of Operations Transformation at Ausgrid
2:20 pm: Guests to check-in online
2:30 pm: Welcome by The Ortus Club
2:35 pm: Introduction of participants
2:45 pm: Short address from Zendesk
2:50 pm: Discussion instigated by the moderator and continued by the group
3:45 pm: End of session
COO | Doddle Asia Pacific
Liam holds a deep background in operations and technology, having experienced many market verticals as a C-suite executive. Previously, he held the position as Chief Information Officer in Kings Transport where he achieved a number of things such as leading migration to Google Cloud Platform from on-premise infrastructure to implementing a PMO governance model providing visibility of value across the whole business, to name a few. He is often described as organised, adaptable and capable of campaigning customer-focused outcomes in a fast-paced and dynamic environment.