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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
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