CareerOne

CareerOne.com.au is one of Australia’s most highly trafficked websites and much more than just a job board. CareerOne provides employers and recruiters a variety of flexible advertising opportunities including high reaching display advertising, pinpoint ad targeting across job industry, location and keyword, email marketing and a variety of integrated sponsorships. In November 2008, News Limited and Monster Worldwide entered a joint venture to offer combined online and print recruitment services through the CareerOne brand. Monster was the world’s first public jobs website and today employs over 5200 employees in 36 countries and has an unparalleled international reach. Exciting times in this digital world …

NewsAdvantage

NewsAdvantage a division of News Limited is a high performing advertising sales force delivering solutions across both print and online media and is one of the most profitable businesses in the News Limited Group. Established under a contact centre model with ‘state of the art’ facilities and cutting edge technology NewsAdvantage employs over 670 employees across the country. Located in Surry Hills & Gosford, NewsAdvantage has approximately 200 employees managing classifieds, display and online advertising sales for The Daily Telegraph, The Sunday Telegraph, The Australian, Cumberland Community Newspapers, Courier Newspapers, News Magazines, carsguide.com.au, careerone.com.au and truelocal.com.au. A cutting edge experience!

Qantas Centre of Service Excellence

Qantas Centre of Service Excellence is a world-class premium airline, and key to ongoing success is excellence in customer service. This is a unique opportunity to go behind the scenes to see their brand experience environment that provides a state-of-the-art platform for customer service excellence, learning and development. With five customer experience zones, an innovative high-tech auditorium dedicated space for image and presentation, wine training and cabin simulators with working galleys - the Qantas Centre of Service Excellence has certainly raised the bar for customer service excellence training... A unique and one off offer!

Salmat Salesforce

Salmat SalesForce provides outsource solutions to gain more efficient and effective sales which is supported by superior after sales service. Salmat Salesforce is a conduit for conversations between organisations, customers and prospects via phone, fax, email, online or face to face. They hold over 100 million conversations with customer’s each year. Salmat SalesForce are the only contact centre voted ‘best employer’ three times in succession through the rigorous Hewitt Survey… Experience first hand what makes this business an Award Winning place to be.

Bupa Australia

Bupa Australia is a leading health and care provider under the trusted and respected brands, MBF, HBA, Mutual Community and Clearview, proudly covering over three million Australians and overseas visitors (expats and holidaymakers). Bupa Australia is driven by the vision of "Taking care of the lives in our hands", and has the goal of helping people live longer, healthier and happier lives. As part of Bupa Group, Bupa Australia draws on the strength and expertise of a recognised global leader in the health and care sector and covers over ten million people in over 190 countries and many more millions of customers around the globe. Understanding the brilliance of taking care!

Harrolds

Harrolds overtakes you the minute you enter this prestigious world of International Fashion.  Harrolds has patiently built Australia’s premier men’s boutiques; places of quiet sophistication where men of discerning tastes can indulge in their passion for elegant and creative dressing. Harrolds travel the globe establishing relationships with the finest luxury and fashion houses in order to give their customers access to International classic and modern luxury menswear and accessories. A site not to be missed and an experience like no other!

Melbourne Cricket Club

The Melbourne Cricket Club located at the internationally renowned Melbourne Cricket Ground is a unique private club consisting of approximately 100,000 members with more than 185,000 people on the waiting list with many registered at birth vying for the opportunity to one day be a member. MCC manages one of the largest and the most successful stadiums in the world – the MCG and have established a marvelous history that hosts countless Australian Rules Football Grand Finals, Cricket, Soccer, Rugby, Concerts, the 1956 Olympic Games and the 2006 Commonwealth Games. The MCC will capture the hearts and minds of all who experience this unique behind the scenes site visit.

The NEW Salmat National Headquarters

The NEW Salmat National Headquarters is the magnificent ‘state of the art’ home for the leading Sales and Service Solution Teams. Salmat offer more meaningful conversations – with more customers and prospects without reducing existing service levels or compromising outcomes and in fact hold over 100 million conversations with customer’s clients each year. Salmat SalesForce are the only contact centre voted ‘best employer three times in succession through the rigorous Hewitt Survey…Experience first hand what makes the culture of this business an award winning place to be.

Keynote Conference Chairperson: Dominic Eggers
Marketing Manager of The Nous Group & ICSP National Advisory Board Member.  

Dominic Eggers has a wealth of strategic marketing expertise and experience in the professional services industry. He has provided significant thought leadership and positive influence to Australian employers. This has been achieved by many successful HR campaigns surrounding recruiting, engaging and retaining Generation Y, managing the ageing workforce and emotional intelligence as the new leadership success quotient.

Peter Burns
CEO, YMCA Victoria.        

Peter Burns is this Chief Executive Officer of YMCA Victoria, one of the state’s oldest community based charities, which touches the lives of 300,000 Victorians every week. Among the Y's diverse portfolio is its health and fitness operations. Forty of the 150 YMCA branches feature a health club with 50,000 members, making it the largest provider of health and fitness services in the state.
Peter Burns has been a key figure in the Y's expansion from just six locations in 1986 (following a near collapse in the 1970's) to over 150 locations today. In his 30 year plus career with the Y, Peter has enjoyed incarnations such as a youth leader, swim teacher, lifeguard, aerobic instructor, camping leader, youth worker, community and aquatic centre manager, deputy CEO, and director of the Australian YMCA Institute of Education and Training.

Peter Berry
Director, Peter Berry Consultancy.                              

Topic: Starting from the Top…why leaders need to deliver FIRST!!!
Peter Berry will uncover the secrets of what makes a great leader in today’s ever changing world of service. Discover the secrets of why some leaders are duds. This has been closely underpinned by an International research project showing that 1 in 8 managers are substantially underperforming, potentially causing damage to an organisation’s culture… A real eye opener to why Leaders need to deliver FIRST!!! Known as "one of the most innovative and compelling presenters in business," Peter’s audiences are challenged to take on a new level of performance especially in this economic climate… As a thought leader Peter inspires and captures the attention and imagination of his audience leaving them with a powerful message of ‘have a go.’

David Hughes
General Manager Business Travel, The Jetset Travelworld Group.

Topic: Is service enough or do we need to have real partnerships with our customers?
David Hughes is the General Manager within the Jetset Travelworld Group and will share the challenges of responding to customers and a rapidly changing external environment while undergoing significant internal change which instead of slowing has to be accelerated. QBT is one of Australia's largest Corporate Travel Management Companies. In July 2008 the Jetset Travelworld Group bought QBT from Qantas as part of a three way tie up between Jetset Travelworld Retail, Qantas Holidays Wholesale and QBT. The resulting new public company is one of the largest fully integrated travel businesses in Australia. 

Marie McNeely
CEO, Talk Me Into It- New York.

Topic: Moving your customer experiences from Mass customization to individual conversation.
Marie McNeely has spent over 20 years nurturing authentic communications with customers to drive sales and loyalty. Marie will be presenting “The Olay for You” a case study which shows compelling results for Proctor and Gamble and Wal-Mart in store. Wal-Mart Stores has begun with an in-store version of Olay for You via kiosks in stores, marking the latest of several efforts in which offline retailers are looking to tap into the convenience and functionality of online tools, such as search and recommendation engines, to improve the often-annoying offline shopping experience. Marie is also communications advisor to Mary Robinson, the former President of Ireland, ex-high Commissioner of Human Rights.

Luke Medley
COO, Thrifty Australia & ICSP International Ambassador.

Topic: Accelerating the speed of change.
Luke’s breadth of International experience in travel and the car rental business is certainly accelerating the speed of change at Thrifty, drawing on his 30 years experience within the travel & car industry. Thrifty is one of Australia's largest and most dynamic vehicle rental companies, located in over 260 national sites with a modern fleet of over 8,000 vehicles. Thrifty have won great recognition for their value, quality and service in all major segments of the corporate, business travel, tourism, leisure and local vehicle rental markets. Thrifty drives their service excellence through "Passionate, individual service, every time." This is a major commitment to perform EVERY TIME. So just how will the New Senior Executives accelerate the change?

Dr Catriona Wallace
Managing Director, callcentres.net

Topic: Customer Experience Measurement - Usually Rubbish: Why Customer Story Telling Methodology Rules.
Dr Catriona Wallace has a PhD in Organisational Behaviour and is also the author of The Complete Guide to Call & Contact Centre Management. Catriona was recognised as one of Australia’s top business women in the 2008 Telstra Business Women’s Awards.
As Managing Director of callcentres.net which is the leading research, consulting, analytical and online publishing company dedicated to the contact centre and outsourcing sectors in Australia and Asia Pacific, Catriona’s interactive presentation will involve passionate dialogue with the audience about:
- Why the measure of customer satisfaction should be left in the 1980s with shoulder pads and leg warmers
- What exactly constitutes Customer Engagement
- How you should measure Engagement and why you would bother
- Why Customer Story Telling Methodology will replace traditional measures

Dr Tony Wilkins
Manager, Environment & Climate Change, News Limited.

Topic: The One degree Initiative
Dr Tony Wilkins is the Global Team Leader for News Corporation’s Global Energy Initiative and a member/convenor of other prestigious committees as well a participant at the 2020 summit. News Limited has become the first media organisation in the world to be invited to join the United Nations Environment Programs (UNEP) Climate Neutral Network. 
News Ltd is implementing measures to save around 30,000 tons of greenhouse gases from its operations across Australia as part of the company’s One Degree initiative to tackle climate change. One Degree – launched in June 2007 – has exceeded the company’s expectations both in terms of reducing News Ltd’s own carbon footprint and by inspiring staff and the broader community to take action.

Karen Wynn
Head of Customer Experience, Bupa Australia.

Topic: Listening to the Voice of the Customer to Transform Your Service at Every Touch Point
Karen Wynn is the head of customer experience at Bupa Australia, one of Australia’s leading health and care companies. Bupa operates under the trusted and respected brands, MBF, HBA, Mutual Community and Clearview, proudly covering more than three million Australians. Bupa is driven by the vision of "Taking care of the lives in our hands", and has the goal of helping people live longer, healthier, happier lives.
Bupa is a customer centric organisation where customer insight represents a crucial input into the decision making process. Karen will discuss how Bupa is using real customer feedback to influence change and improve the customer experience by highlighting: 
- Collecting and analysing the right customer data
- Using customer data to transform your service at every touch point
- Using your customer data to deliver tangible business results

GREEN MATTERS – EXPERT PANEL:

Expert Panel Chairman: John Hall
Managing Director, Lanier Australia.

Topic: How green is my customer?
John Hall will discuss Lanier’s DOCutivity (G-DOC), a new environmental initiative designed to deliver customers a cost-effective, greener printing and document production solution. Lanier (Aust) Pty Ltd. is a leading provider of document management solutions to local and national organisations across many different industries and John is keen to help customers monitor and reduce the life-cycle impact of its products.

Expert Panel:
Dr Tony Wilkins
Manager, Environment and Climate Change, News Limited.

Geoff Jackson
Human Resources Development Manager, Toll IPEC.

Toll IPEC is one of Australia’s best known express distribution companies and part of the Toll Group, the Asian region’s leading provider of integrated logistics services. Geoff has been closely involved with key elements of Toll IPEC’S response to the challenge of climate change and global warming. Toll IPEC's initiatives include measuring emissions, trials of cleaner vehicles, driver behaviour programs and setting up "Green Teams" designed to involve staff across Australia in reducing the company's environmental impact.

Discussion will take place as an open forum so have your questions ready...