The Evolution of Customer Service

The evolution of customer service

Keynote speaker: The Hon. Victor Dominello MP, New South Wales Minister for Customer Service

30th August, 12.00pm to 2.00pm Hilton Hotel Sydney

EVENT SERIES SPONSOR S

www.ceda.com.au

agenda

12.00pm Registrations

12.20pm Welcome Lee Kelly State Director NSW/ACT, CEDA

12.25pm Lunch

1.00pm Introduction Colin Dominish Australian Digital Leader, GHD

1.05pm Keynote address The Hon. Victor Dominello MP New South Wales Minister for Customer Service

1.30pm Moderated Q&A Discussion

1.50pm Vote of thanks Professor Elizabeth Cowley Deputy Dean, University of Sydney Business School

2.00pm Close Lee Kelly

sponsor

Event series sponsor GHD Digital

GHD is one of the world's leading professional services companies operating in the global markets of water, energy and resources, environment, property and buildings, and transportation.

Established in 1928 and privately owned by our people, GHD operates across five continents – Asia, Australia, Europe, North and South America – and the Pacific region. GHD employs more than 10,000 people in 200+ offices to deliver projects with high standards of safety, quality and ethics across the entire asset value chain.

GHD Digital builds on GHD’s deep expertise in engineering, environmental, and construction services to help clients achieve unprecedented value by unlocking the potential of digital technologies.

Delivering a suite of professional services including digital strategy and transformation, smart technology solutions, digital innovation, cybersecurity and digital risk, and data and analytics, GHD Digital helps clients to redefine their digital futures through new customer engagement models, products, business models, work definitions and organisational structures.

At GHD Digital, we help clients to leverage growth and transformation opportunities of the ‘fourth industrial revolution’ and generate value for their businesses. www.ghd.com/digital CEDA will be tweeting from this

event using #CustomerExperience Join the conversation and follow us on Twitter @ceda_news

sponsor

Event series sponsor University of Sydney Business School

The University of Sydney Business School is a world-class institution at the forefront of global business and management education. We pride ourselves on being relevant to today’s business environment. Working closely with industry leaders allows us to stay abreast of current issues and influences in today’s market, and to adapt and evolve as the market does.

The University of Sydney Business School is recognized internationally and ranks beside some of the best business schools across the United States, Europe and Asia. We are the only Australian business school to achieve membership to CEMS – the Global Alliance in Management Education, in addition to international accreditation from AACSB and EQUIS.

We offer our students, industry partners and the broader business community a clear vision of business today. Our people are industry leaders, dedicated to the highest quality teaching and to ground-breaking research, with a passion for creating tomorrow's world business leaders. Our alumni rank amongst the top tier of Australian and global business leaders, and form part of an exclusive network of business contacts that share a rich history and a wide-reaching presence.

For more information visit sydney.edu.au/business.

keynote speaker

The Hon. Victor Dominello MP NSW Minister for Customer Service

Victor Dominello was elected as Member for Ryde at a by-election in October 2008. He was made a Minister following the 2011 State Election. Victor Dominello is a senior Minister in the Berejiklian Government and has held various portfolios over 8 years including Aboriginal Affairs, Better Regulation and Finance.

He has been appointed the inaugural Minister for Customer Service. The first of its kind in the country, this ministry aims to put the customer and citizen first in the design of all government services. Victor firmly believes that the adoption of data, digital innovation and technology is integral in modern policy design and delivery of public services. Digital design has been a key pillar of the various policy reforms and initiatives which he has led.

CEDA will be tweeting from this event using #CustomerExperience Join the conversation and follow us on Twitter @ceda_news

facilitator

Colin Dominish Australian Digital Leader, GHD Digital

Colin is the Australian Digital Leader for GHD Digital. Colin and his team focus on bringing the best value digital solutions and expertise from across GHD globally and applying them to local projects. This involves closely monitoring investments by federal, state and local council levels, and private enterprise, in the development and operations of infrastructure assets. His team are engaged in delivering large projects that are reshaping Australia, using digital transformation to enhance the customer experience and increase the operational efficiency of infrastructure assets.

He has more than 30 years' experience in general management, project leadership, business development, client relationship management and delivering strategic outcomes across multiple continents and industries. As a strategic thinker and planner, Colin enjoys working together with clients to deliver lasting community benefit. He is passionate about leading change initiatives that improve client service, especially where they rely on enhanced employee diversity, empowerment and satisfaction.

Colin is a proud CEDA Trustee.

Vote of thanks

Professor Elizabeth Cowley Deputy Dean, University of Sydney Business School

Elizabeth Cowley has an MBA in Marketing and Management Information Systems from McGill University in Montreal. After graduating, Elizabeth worked for several years in the Marketing and Marketing Planning departments of the largest integrated oil company in Canada. Her doctorate was completed at the University of Toronto.

Her research interests are consumer memory, decision making, deception, and motivated memory reconstruction. Elizabeth's research is published in several noteworthy journals including the Journal of Consumer Research, the Journal of Consumer Psychology, the International Journal of Research in Marketing, the Academy of Marketing Science, the Journal of Advertising, and the Journal of Business Research.

Elizabeth is a proud CEDA Trustee.

CEDA will be tweeting from this event using #CustomerExperience Join the conversation and follow us on Twitter @ceda_news

corporate tables

CEDA would like to thank the following members for hosting a corporate table at today’s event.

Austrade Barton Deakin Coal Services GHD Digital

Insurance and Care NSW ICC Sydhey Nous Group NSW Department of Communities and Justice

NSW Treasury Partners in Performance PwC Australia Sydney Water

The University of Sydney Business School

attendees

Daniel Abbas Nick Allsop Michael Bloom Derek Burrows Public sector lead Group Executive- Care and Strategy Director Senior Advisor Publicis Sapient Community Folk E3 Advisory Insurance & Care NSW (icare) Peter Achterstraat Dr Abby Bloom Kirsty Burton NSW Productivity Sally Armstrong Board Director Consultant Commissioner Customer Direction & Sydney Water Randstad NSW Treasury Experience Manager Sydney Water Andrei Bobylev Narelle Caldwell Tasnia Alam Sustainability Practice Lead General Manager, Insurance Senior Advisor Simon Ascroft Object Consulting Coal Services NSW Treasury Strategy Director QBE Insurance Dallas Booth Katrina Calvi Malcolm Alder Chief Executive Officer Digital Marketing and Integration Leader Rashi Bansal National Insurance Brokers Communications Executive GHD Group Executive- Association of Australia International Convention Organisational Performance Centre Sydney Eva Alexandratos Insurance and Care NSW Liz Botha Senior Manager, Client Director, Client & Stakeholder Stu Cameron Services Malu Barrios Services CEO TCorp Director of Event Services NSW Telco Authority Unifii International Convention Emmanuel Alfieris Centre Sydney David Bowtell Honora Campbell Executive Director - Associate Director - Policy & Senior Economist Government, Health, Education Vimmela Bendall Events NSW/ACT NSW Treasury and Social Infrastructure NSW State Insurance CEDA Commonwealth Bank of Regulatory Authority Elizabeth Carr Australia Alison Bruchhauser Non-Executive Director- icare Leigh Berwick Director HR Services Board and Committee Malcolm Allen Manager First Tier Services, NSW Department of Planning icare NSW Director Client Group and Environment Partners in Performance Austrade

Please note attendee names are provided to aid networking and should not be added to mailing lists without permission from the individual.

Charlie Carroll Corinne Davidson Don Ferguson Josh Greenwood Manager, Organisational NSW State Insurance Executive General Manager, Director Development Regulatory Authority Lifetime Care NSW Treasury NSW Department of Planning, Insurance & Care NSW (icare) Industry and Environment Matt Dawson Peeyush Gupta Adviser Rachel Flitman Non-executive Director Julia Cassuben NSW Government User Centred Designer Insurance and Care NSW Senior Advisor Aurecon Group NSW Treasury Kylie De Courteney Lesley Gurney Managing Director Nic Frankham Marketing and Claudia Cesar NSW Telco Authority Head of Corporate Affairs and Communications Manager Customer Experience Advisor External Relations International Convention Sydney Airport Vinita Deodhar Export Finance and Insurance Centre Sydney Executive Director Corporation Dr Ricky Chan NSW Treasury Chris Harnett Manager, Strategic Martin Freeman General Manager- Prevention Partnerships Nechaldeep Dhillon Group Manager, Telstra Global Insurance & Care NSW (icare) Australian Catholic University Assistant Regisrar, Client Enterprise and Services Services Telstra Kristie Harty Lawrissa Chan NSW Registry of Births Deaths Customer Service Manager Senior Auditor & Marriages Naren Gangavarapu Plate Marketing PTY LTD Audit Office of New South Director Business Systems and Wales Peter Diggins Information Management Finoa Harvey Account Manager NSW Department of Planning, Manager, Governance and Sascha Chandler Object Consulting Industry and Environment Planning Partner NSW Telco Authority PwC Australia Anita Domenicone Nathan Gazzard EA Account Director Jordan Hatch Prof Millicent Chang PwC Australia ASG Group Ltd Senior Policy Advisor Professor of Finance Office of the Hon. Victor University of Wollongong The Hon Victor Dominello MP Vera Gerard Dominello MP NSW Minister for Innovation Executive Manager Business Jeeten Chauhan and Better Regulation Growth Fiona Hayes-St Clair NSW Business Leader Parliament of NSW Plate Marketing PTY LTD Chief Strategy Officer NGIS Australia QBE Insurance Geoff Donaghy Jackie Giles Tennille Cheong Chief Executive Officer Director, Commercial- NSW Anton Helmke Senior Advisor International Convention Telco Authority Senior Advisor E3 Advisory Centre Sydney NSW Government NSW Treasury

Laura Clarke Vic Dorsen Samantha Glass Steven Henderson Senior Manager State Director Director of Corporate Affairs Principal NBN Co The Collaborate Group and Communication Partners in Performance International Convention Alf Cocco Virginia Dowd Centre Sydney Geoff Henderson Senior Advisor Business Development General Manager NSW Treasury Director Chris Gould Insurance & Care NSW (icare) SuperEd Program Director - Operating James Corkill Model Implementation Ashleigh Hendry Chief tehnology Officer Alicia Dudek Sydney Water Disputes Resolution Service NSW Telco Authority Director, Design Ethnography NSW State Insurance and Indigenous Strategy Dr Daniel Gozman Regulatory Authority Peter Cowan Deloitte Senior Lecturer Senior Engagement Manager - The University of Sydney Dianne Hill Public Sector, Talent Solutions Stewart Edwards Business School CEDA Individual Trustee Randstad Market Leader NSW/ACT GHD Nicole Grainger-Marsh Jon Hiscock Nicole Crozier GM, Marketing and Growth Service Group Manager -Water Event Planning Manager Michelle Fagoaga-Singh MTC Australia Systems Planning International Convention Executive Assistant to Matthew GHD Centre Sydney Hingerty Richard Gray Barton Deakin Sales Katrina Hodgkinson Angela Cummine Software AG Barton Deakin Director FRM NSW Treasury

Deborah Hoffman John Karaboulis Jacqui Lennon Lisa McIntyre General Manager, Lifetime VP Services - APAC Head of Product and CX Non-executive Director- Icare Care Operations Cubic Transportation Systems Allianz Australia Board and Committee Insurance & Care NSW (icare) (Australia) Pty Limited Insurance & Care NSW (icare) Anissa Levy Mark Holgate Lee Kelly Coordinator-General, Amanda McMahon Marketing Specialist State Director NSW and ACT Environment, Energy and Account Manager Coal Services CEDA Science PwC Australia NSW Department of Planning, Todd Hopwood Jessica Kelly Industry and Environment Alan Mcnamara Manager Governance and Customer Support Team Director, Planning and Projects Customer Service Coodinator Fiona Leyden NSW Telco Authority Wollongong City Council Coal Services Executive Director, Human Resources Alexandra Meldrum Chris Horsley Patrick Kennedy NSW Department of Planning, Principal Advisor General Manager Design Director, Australia Industry and Environment NSW Treasury Federal Department of Human Designit A/S Services Andre Liem Ashleigh Milne Danielle Keogh Director Administrative Support, CS Georgina Horwood Executive Officer Capgemini Australia Pty Health Senior Consultant NSW Telco Authority Limited Coal Services Randstad Kate Kerr Samantha Liston Tabitha Mitchell Kathy Hourigan Transurban Chief Human Resources Service Solution, Partnerships Manager Customer Interaction Officer and Development Sydney Water Kate King Insurance and Care NSW Serco Government Affairs & Policy George Hunt Advisor Dai Liu Tony Mobbs GM Customer Strategy & Medtronic Australasia Group Executive - Personal General Manager - CTP, Regulation Injury Technical Division Sydney Water Pip Kinstler Insurance and Care NSW Allianz Australia Account Manager - NSW Joshua Isben Public Sector Bridget Luke Tara Moore Risk Manager Capgemini Australia Pty NSW Government Client General Manager, Portfolio Sydney Water Limited Executive Optimisation, Strategy and IBM Enablement Monique Jackson Supritha Kumar Insurance & Care NSW (icare) Senior Consultant Research Assistant, Strategy Pieter Marais Nous Group TAFE NSW General Manager, Zoe Moore Transformation and Strategy Marketing Manager Greg Joffe Greg Larkin Coal Services Plate Marketing PTY LTD Principal General Manager, WI New Nous Group Claims- Personal Injury Estelle Marianne Catherine Morgan Insurance & Care NSW (icare) Customer Practice General Counsel and Company Charles Johanes Ernst & Young Secretary Special Counsel / Practice Kyleigh Laughlan iCare Solutions Leader NSW Department of Planning, Peter Marks Fragomen Industry and Environment Director, Telecommunications Daniel Moulding Emergencies Consultant Will Johnson Samantha Lawrence NSW Telco Authority DXC Technology Director Chief of Staff PwC Insurance & Care NSW (icare) Ashley Marshall William Murphy State Director Queensland and Deputy Secretary of Customer, Scott Johnston Oliver Lawson New South Wales Delivery and Transformation Assistant Commissioner Executive General Manager Australia Post NSW Government NSW Public Service Strategy, Planning and Commission Transformation Rob Marshall John Nagle NBN Co Chief Information Officer Chief Executive Officer Prof David Johnstone MTC Australia Insurance & Care NSW (icare) Professor of Accounting Min Lee University of Wollongong Audit Leader Lydia Mcilwraith Brian Nash Audit Office of New South Chief Growth Officer Director of AV Services David Jones Wales Serco International Convention Client Leader - NSW Centre Sydney Government IBM

Please note attendee names are provided to aid networking and should not be added to mailing lists without permission from the individual.

Phu Nguyen Sabrina Peroumal Gerd Schenkel Craig Sydney Director City Governance Executive manager Corporate Director Partner Campbelltown City Council Support Systems Partners in Performance PwC Australia Campbelltown City Council Helen Oberg Roy Scoon Janis Tebecis Director Kary Petersen Service Delivery Reform Director, Management Federal Department of Human GM Comms and Stakeholder Manager Consulting Services Engagement NSW Registry of Births Deaths Infigen Energy Insurance & Care NSW (icare) & Marriages Ian Oppermann Stephen Teulan Chief Data Scientist and CEO Slavko Planinic Ben Scown Principal NSW Data Analytics Centre Chief Financial Officer, Head of Innovation Nous Group Australia Object Consulting Sean O'Shannassy ABB Australia Jeremy Thearle Associate Director Rawan Shakhtour Manager Telecommunication NSW Treasury David Plumb Senior Consultant Emergencies Non-Executive Director Randstad NSW Telco Authority Amit Padhiar Insurance and Care NSW Change Manager Alana Sheil Dr Jeffrey Tobias NSW Registry of Births Deaths Alison Port Assistant Registrar, Program Director & Marriages Director, Engineering and Registrations Australian Graduate School of Spectrum NSW Registry of Births Deaths Management Beverley Parker NSW Telco Authority & Marriages Director of Business John Tooth Development David Provest Adam Siddique Head of Corporate Solutions International Convention Client Technical Leader Government & Regulatory Sydney Water Centre Sydney IBM Affairs ANZ Banking Group Tristram Travers Helen Parker Sridhar Pydipati Director Manager External Engagement GM Digital Business Kelly Sims Global Trade Professionals and International Sydney Water Assistant General Manager, Alliance The University of Sydney Client Experience Andy Reeves Austrade Elizabeth Uehling Riccardo Pasto Strategic Advisor Group Executive Senior Analyst - Customer NSW Telco Authority Tim Sinclair iCare Solutions Experience Principal Manager Forrester Research Australia Courtenay Reis Roads & Maritime Services Willemijn van Asselt (Pty) Ltd Bookings Coordinator Manager Coal Services Simon Smith PwC Australia Pritesh Patel Principal Quality Manager Monique Roberts Nous Group Caroline Van Til NSW Registry of Births Deaths Partnership and Innovation Director & Marriages Manager, CS Health Lolita Spears PwC Australia Coal Services Membership Advisor, NSW and Samantha Patel ACT Franca Venetico Director Capability Tom Roets CEDA Principal Development Executive General Manager, Nous Group NSW Department of Planning, Customer and Commercial Katrina Stair Industry and Environment NBN Co Regional Manager - Northern, Rowenna Walker CS Health Client Director, Transport Daniel Peacock Dawn Routledge Coal Services NSW/Qld CX Solutions Manager Executive Director Aurecon Group Sydney Water NSW Department of Customer Peter Stenvert Service COO Liz Wallace Lynell Peck MTC Australia Learding & Development Director of Culinary Services Jenny Rowan Manager International Convention Recruitment Consultant Laura Stewart NSW Registry of Births Deaths Centre Sydney Hays Design to Innovate Partner & Marriages Aurecon Group Prof Nelson Perera Diane Rutter Lee Weatherill Associate Professor and Head Partner, Customer Experience John Strati Manager, Facilities & of School of Accounting, and Insights, Consulting Strategic Growth Manager Procurement Economics and Finance PwC Australia Telstra NSW Registry of Births Deaths University of Wollongong & Marriages

Adam Wellings Stefan Wisniowski Lee Worthington Victoria Yates Director, Wider Parramatta Principal Partner Consultant Program Partners in Performance PwC Australia PwC Australia NSW Department of Planning, Industry and Environment Dr Moureen Wong Natalie Wright Jing Zhang Director, Strategy & Director Client Services Administrator Melanie Werner Development Office of Responsible TCorp Manager Customer Programs Western Sydney Local Health Gambling Sydney Water District Andrew Ziolkowski Lea Wright Group Executive- Performance Chris White Anne Wooding-Giles Head of Customer and Underwriting Director City Corporate Assistant Registrar, Identity Engagement and Corporate Insurance and Care NSW Liverpool City Council Security Super Marketing NSW Registry of Births Deaths National Australia Bank John Zisis Heidi Wilcoxon & Marriages Head of Customer Solutions Director Ben Wyeth Stellar Asia Pacific Nous Group Evan Woods Advisor ICT Manager E3 Advisory Peter Wills AC International Convention CEDA Leadership Council Centre Sydney Janine Yan Senior Advisor NSW Treasury

Please note attendee names are provided to aid networking and should not be added to mailing lists without permission from the individual.

notes

CEDA NSW: July – August 2019

Vice-Chancellors’ panel DATE Thursday, 12 September 2019, 12.00pm to 2.00pm VENUE Hilton Hotel, Sydney SPEAKERS Vice-Chancellors from NSW based Universities. Supported by CEDA members: Nous and UniSuper

State of the Nation DATE Thursday, 19 and Friday 20 September 2019 VENUE Parliament House SPEAKERS The Hon. Julia Gillard AC, Chair, Beyondblue and former Prime Minister of Australia Supported by CEDA members: First State Super, Stellar and nbn

Water security and sustainability DATE Wednesday, 25 September 2019, 12.00pm to 2.00pm VENUE Hilton Hotel, Sydney SPEAKERS Dr Jim Bentley, Chief Executive Officer- Water, NSW Department of Planning, Industry and Environment (Policy); Sally Armstrong, Head of Customer Direction and Experience, Sydney Water, Kevin Werksman, Global Water Markets Leader, Aurecon Supported by CEDA member: Aurecon and ARUP

Newcastle and Hunter Region Economic Development Forum DATE Dinner - Thursday, 26.9.2019, 6.30pm-8.30pm and full-day forum - Friday, 27.9.2019, 8.30am-2.30pm VENUE Fort Scratchley Historic Site Function Centre SPEAKERS The Hon Mark Coulton MP; Federal Minister for Regional Services, Decentralisation and Local Government; Assistant Minister for Trade and Investment; Stephen Walters, Chief Economist, NSW Treasury Supported by CEDA member: Aurecon, University of Newcastle and Coal Services

CEDA contact: Jugal Chandawalla, Events Coordinator Eleni Doxaratoras, Events Coordinator Phone: 02 9779 9746 Phone: 02 9779 9752 Email: [email protected] Email: [email protected]

about CEDA

CEDA is a respected independent national organisation with an engaged cross- sector membership. More than 750 of Australia’s leading businesses, organisations and academic institutions from around the country are members of CEDA. For more than 50 years, CEDA has delivered informed discourse and rigorous research to influence good public policy for Australia’s economic and social development.

Membership Organisations join CEDA because CEDA delivers exposure to high level thought leadership, timely briefings on issues of economic importance, access to networking and brand reach through sponsorship and hosting opportunities. In addition to high profile public events, CEDA also delivers regular member only events for employees of member organisations and exclusive Trustee only boardroom briefings for senior executives from member organisations. These provide a unique opportunity for peer-to-peer knowledge exchange and for speakers and attendees to talk candidly on issues.

Research and policy CEDA’s only agenda is to pursue good public policy to progress Australia’s economic and social development. Since 1960 CEDA has produced more than 3000 publications, research reports and articles highlighting emerging issues and directions in a diverse range of policy areas. Research in 2019 will focus on Australia’s long-term budget position, the effects of temporary migration, a survey of Australian businesses on their approach to economic development, and new approaches to addressing entrenched disadvantage.

For more information on CEDA membership, research and events please contact: Lee Kelly, State Director, Louise Claridge, Associate Director – NSW/ACT Membership Engagement NSW/ACT 02 9299 7022 02 9779 9751 [email protected] [email protected]

David Bowtell, Associate Director – Policy & Lolita Spears, Membership Advisor, Events NSW/ACT NSW/ACT 02 9779 9742 02 9779 9748 [email protected] [email protected]