Monday 3rd October

• Launch of International Customer Service Week – Mastermind Symosium

Tuesday 4th October

• ICSW International Careers Day

Wednesday 5th October

• ICSW World Study Tour Melbourne

Thursday 6th October

• Global Challenge

Friday 7th October

• ICSP Key Note Speaker Conference

• ICSP Gala Awards Celebration Dinner

Monday Novemeber 7th

• ICSP Charity Golf Day    

“Outstanding customer service produces great rewards - financially and culturally in terms of people enjoying their work and gaining real personal satisfaction. It is a task never completed. Keep learning from others, stay up-to-date and involved".

James Strong

CEO Mastermind Symposium
(Invitation Only)
Topic: ‘The future of Customer Service…

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ICSP offer all Universities and Colleges the opportunity to access Australia’s leading Industry experts to speak to students on the subject of the true value of ‘Choosing Customer Service as a Career’.

ICSP recognise and respect that today’s students are tomorrow’s service leaders and would be encouraged to develop a key to their future success - Customer Service.

Call now and see how ICSP can support your students and their careers on 1300 760 130.

Host: Keith King, ICSP National Executive Judge & ICSP Life Member  

Keith’s service experience spans over 40 years including senior management roles in the area of training and development and the selection and recruitment for over 20,000 employees at the National Training Centre for Qantas and Jetstar. Keith’s passion for going the extra mile was recognised when he was awarded the ICSA International Service Award and National Humanitarian Award.

This is a Great opportunity to draw on Keith’s expertise and experience and learn from world class leaders in customer service.

Professor Rob Widing – Dean, Macquarie Graduate School of Management Professor in Management (Marketing) BA (History), MBA, PhD (Marketing and International Business) (Ohio State)

Topic: ‘ What is the Importance of Service Leaders, with a global mindset who are good citizens…?’

Professor Rob Widing  believes that when you develop leaders with a global mindset who create sustainable value and are good citizens… people not only do well, they do good; making an impact in the business world and beyond in ways that matter. “What matters is creating sustainable value for companies and communities; making contributions that benefit both business and society, and doing this in a way that has the interests of all in mind.” When this occurs, we all go further… Our corporations, governments, entrepreneurial ventures and not-for-profit organisations become more successful and better-equipped to make a difference. Professor Rob Widing is an outstanding contributor to the world of education. His work has been recognised through eight awards from four International Universities and listed in BusinessWeek as an “outstanding faculty member.” He was also awarded the quadrennial “Chairman’s Award” from Thammasat University in recognition of his outstanding contributions.

David Besson -  CEO Customer Contact Solutions - Salmat -

Topic: ‘The Impact & Influence of Social Media in today’s highly competitive market…’

David was previously CEO of Targeted Media Solutions, Executive GM and CEO of Business Processing Outsourcing division with Salmat. His extensive expertise has developed over the past 25 years in management experience  in sales general management across a broad range of industries , including advertising and marketing, business process outsourcing, database marketing , digital and online media. David is an outstanding leader who will share with us the influence and impact in the world of media …

Michael Harvey: CEO, CareerOne.com.au

Topic: ‘What is the outlook for the employment market in 2012?’

Michael Harvey, CEO of the country’s leading integrated recruitment and human resource solutions provider, CareerOne.com.au. A joint venture between News Ltd and Monster Worldwide, CareerOne.com.au is now part of the world’s largest international online employment platform. Michael’s previous role as CEO of Fox Studios Australia drove many brilliant initiatives and successfully developed Australia’s reputation as a world class film production location. Michael’s wealth of knowledge in knowing what our customers want is second to none…

PHIL PROSSER: CEO & Founder, Feedback ASAP.

Topic: ‘The Voice of the Customer to life …’

Phil Prosser’s global experience and success in the field of customer experience management for the past 15 years across 75 countries and 200 clients makes him undoubtedly one of the world’s leaders in this field. 

Feedback ASAP is the next generation in customer experience management -  Bringing  the Voice of the Customer to Life -  One customer and One team member at a time by closing the feedback loop ASAP. Now more than ever, we need to stand out from the crowd by delivering customer experiences that really drive ROI, sales and loyalty. True accountability and engagement with the customer at all levels is what accelerates innovation and improvement.

MARY FORGIE: General Manager, AMR Melbourne

Topic: ‘How can we optimise our offering to drive long term value and loyalty?’

AMR believe in having well-founded perspectives that don’t just identify a client’s problems, but helps to solve them. Mary works with the top-tier organisations in Australia, and has conducted many customer service performance projects across a range of industry sectors: telecommunication, financial services, travel, health sector, utilities, retail environments and advisory services for some of Australasia’s largest corporates. Her passion in working with organisations is to create a point of differentiation through service design excellence and she recently attended “Frontiers in Service” with the world’s leading academics…

ANDREW STAGG: Manager Learning & Development , Senior Consultant Herman International Asia

Topic: THE BRAINS BEHIND YOUR ORGANISATION’S SUCCESS : Understanding Whole Brain® Thinking:

What You Don’t Know Can Hurt You ….

As Manager of Learning and Development and senior facilitator for Herrmann International Asia, Andrew Stagg brings a wealth of expertise in delivering innovative learning and development solutions in Whole Brain © Thinking.

His wealth of experience and expertise bringing over 20 year’ experience in this subject, plus his innovative presentation style will certainly open us to thinking transformation…  

Understanding the thinking styles of your customers and workforce beyond their “regular” preferences may not be a luxury, but a necessity. “Whole Brain Thinking™” is scientifically proven to help our teams at all levels become more communicative, cooperative and productive, leading to heightened levels of employee and team performance.

BRIAN MORAN: Principal, Managing Values

Topic: Defining the difference between leadership and ethical leadership

Brian holds a Masters in Social Ecology and is a regular speaker on business ethics, leadership and sustainability. Writer of  many leadership & culture articles and co-author of 3D Ethics – Implementing Workplace Values, which was selected as one of the top 101 business books by Australian Financial Review Boss Magazine. Brian will share  some great insights into Exploring what ethical leadership looks like in modern workplaces and in a global context when we learn to identify how leaders can nurture ethical leadership at all levels… after all there is a very strong link between employee morale and ethical leadership… This is a presentation not to be missed…

DAVID SAWICKI: Executive Chairman, IMPACT Employee Communicationsral Manager, AMR Melbourne

Topic: ‘Are you missing a trick ? The 10 lessons about engaging the front line.’

David’s presentation will be sure to challenge us as we take on the impact and influence of the importance in the selection and recruitment of our customer service team. There is not a stone unturned in the success of Impact Employee Communications which is now in 14 countries in the Asia-Pacific region, reflects the increasing recognition of the value being placed on employee communication. David has worked across diverse industries with tough business challenges, and played a pivotal role in developing, managing and achieving results for a wide range of clients including Caltex,  Colonial, CBA, David Jones, Glaxo Smith Kline, Leightons, Pfizer, Qantas, Southcorp, and Telstra to name a few ..

PAUL VAN VEENENDAAL: MD, Customer Service Benchmarking Australia

Topic: ‘Why doesn’t anyone take complaints seriously…’

Paul is recognised as one of the leading authorities on customer focused business strategy.

He is an acclaimed business improver and director of CSBA, the leading market research customer service consultancy in Australia.

Over his 30 years in business Paul has held a number of senior management roles in both manufacturing and service industries and in many of his roles, Paul’s primary focus has been to substantially improve business revenue and profits through a passion of providing improved customer service at all levels of an organisation… Why doesn’t anyone take complaints seriously…find out why…?

Michelle Cox – GM, Credit Services for HP Enterprise Services, Hewlett-Packard Asia Pacific & Japan  

  Michelle is responsible for the leadership and delivery of Business Process Outsourcing services for major Australian corporations in the Financial Services Industry. As a senior executive, Michelle brings more than 20 years experience in the banking, financial services, insurance, health care and IT services industries. While operating in a dynamic and highly competitive market environment, Michelle has been responsible for the effective management and performance of up to 3,000 staff across globally dispersed capability centres, Michelle’s outstanding  leadership and people management skills that are exceptional to none.

STEVE BEGLEY, Director The Culture Company

Steve has a lifetime of experience in sales, customer service and staff engagement, working throughout Australasia as a Training and Business Manager with many of the fortune 500. His expertise, experience as well as being an inspirational communicator is topped with his optimistic attitude. His outstanding knowledge within the service industry makes him a valuable member of every team. Steve provides his clients with practical tools as well as proven strategies in developing a successful, winning, Service Culture… He believes that learning must be fun…!!

SEAN COLEMAN, MD  Genesys Laboratories Australasia ALcatel-Lucent Enterprise  

Whether it is managing customer interactions with the contact center, over the Web, or smartphones,  Genesys dynamically connects customers with the right resources ? self-service or assisted service ? to fulfill customer requests, optimize customer care goals, and efficiently use resources.Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation.

FRASER GOUGH  MAPS - CEO, Gough Psychological Services   

Fraser Gough, a registered Psychologist and has a well-earned reputation as one of Australia’s leading Corporate Coaches. Fraser’s professional studies led him into specialising in behaviour change in Juvenile  Justice , Adult Corrections and Domestic Violence programs and men’s health . Currently working in Private practise Fraser works with many organisations to reduce conflict, improve cohesion and develop well-being.

Join us in celebrating this magical event where our World Class 2011 ICSP Service Champions are presented with their awards whilst we all enjoy entertainment, dancing and great food.

A NIGHT NOT TO BE MISSED!!!  BOOK YOUR TABLES NOW AND
DON’T MISS OUT !!!