World Class International Keynote Presenters
Join us at this year's Contact centre conference for the chance to listen to our inspirational keynote speakers!
Nancy Tichbon
VP of Customer Experience
Virgin Mobile (Canada)
Nancy Tichbon is the Vice President of Customer Experience for Virgin Mobile in Canada. A member of the senior executive team; she is responsible for creating and driving strategies to ensure that every customer ‘touch point’ is in line with Virgin values; and in turn is memorable!
A Virgin veteran, Nancy joined Virgin Mobile Australia in 2000 as Head of Customer Service. In this role, Nancy was responsible for designing and implementing strategies to reduce the cost to serve, increase customer satisfaction and drive both customer and staff retention. Previous to this, Nancy was an Operations Consultant where she was responsible for setting up the call centre at Virgin Mobile Australia and also the call centre for the National Australia Bank in the UK.
Overall, Nancy has over ten years experience in the customer service industry having started her career as a customer service representative in 1995.
As our Keynote Speaker Nancy will share with you an insight into how Virgin delivers award winning, superior and memorable service to it's customers. Attend this session for a greater understanding of this exciting Global brand and how it.....
Justin O’Sullivan
Director of Customer Experience
and Business Process Improvement,
Dell Asia Pacific and Japan
Driving Customer Centric Change in a Large Organization
Justin O’Sullivan is the Director for Customer Experience and Business Process Improvement (BPI) for Dell Asia Pacific and Japan, and the Director of Operations for Dell Australia and New Zealand.
Justin will explore how a complex, global company with over 79 000 employees operating in over 50 locations can execute a customer experience strategy.
The key to success is fundamental change management practices. In this case study, you will hear how Dell:
Measures Customer Experience and the “Cost of Dissatisfaction”
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Commits more than $100M for long term investment in people, capacity and technology
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Aligns business processes and practices with customer’s expectations
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Communicates the CE strategy throughout the organization
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Re-energizes a customer-focused culture by turning the company’s view outside-in and getting people excited about change
Register now!