Your Invitation
You’ve been personally selected to join your CX and customer service peers for a VIP lunch at the beautiful Nobu restaurant in Perth, where you’ll hear from Troy Mulder, Retail Operations Manager at Horizon Power, who will share the work he and his team have done to create an agile and scalable approach to regional customer service that sets them up for success on the road ahead.
This private dining experience is being brought to you by Nice and Lake, in partnership with Ashton Media, producers of the region’s leading CX and customer insights events, the Customer 360 Symposium hosted annually in the Hunter Valley, Customer Connect, and The CX Awards
The Dining Experience
Nobu is the world’s most recognised Japanese restaurant and is known for its innovative new style Japanese cuisine. Esteemed Chef Nobu Matsuhisa brings his reputable fusion of traditional Japanese cuisine with South American flavours to create the unique dining experience that is Nobu.
The Content
Creating a Scalable and Agile Customer Service Strategy
In today’s ever-changing world, creating an agile customer experience strategy that can consistently service customers through times of volatility and disruption, while also being adapt in line with your business needs, is crucial is setting your organisation up for success.
Join us for a beautiful three-course lunch as Troy shares how Horizon Power have created the structure, tools and resources needed to take ownership of their customer service strategy, championing an agile, scalable and multichannel approach that better meets the needs of their regional customer base as the business grows and the world changes.
After an insightful Q&A with Troy, you’ll then have an unrivalled opportunity to share ideas with and learn from your CX peers as we discuss:
– What challenges do you face in creating an agile customer service strategy?
– How do you engage senior leadership in understanding the challenges of our customers and how we can best meet their needs and expectations?
– How should we train and coach new and existing customer service agents to better meet the needs of customers?
– How do you measure the impact of your customer service strategy?
– What key compliance and security matter should you consider as part of your customer service strategy?
Please click the RSVP button below to confirm your place. Look forward to seeing you there and having a great afternoon together.
The Speakers
You’ll be joined by
Troy Mulder
Retail Operations Manager
Horizon Power
Troy is currently the Retails Operations Manager for Horizon Power with overall responsibility for management and performance of Horizon Powers core retail operations, including Customer Service, Billing, Credit Management and Financial Hardship, ensuring quality customer experiences are maintained in line with the Customer Code and Energy Charter Commitments, managing escalated service issues and making data led decisions to enhance the customer experience for the broader customer group. With a background encompassing Credit Management, Retail Banking, and Insurance, Troy is particularly passionate about partnering with key external agencies to support our most vulnerable customers in regional and remote Western Australia with a high level of empathy and experience.
Your Moderator
Cameron Adams
APAC Director CXone Practice
NICE
Cameron is the CXone Solution Practice Director for NICE across Asia-Pacific. Cameron has 15 years of experience in contact centres and trading floors, ranging from support & operations through project delivery and technical expertise. Cameron and the APAC Solution Consulting team cover all aspects of NICE’s leading cloud platform, from omnichannel routing and WEM, to analytics, automation and AI. He has extensive experience with analytics-driven customer experience and compliance solutions across financial markets and contact centres at many well-known Australian organisations.
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HOSTED BY
WHEN
Wednesday 31 August 2022,
12.30 pm – 2.30 pm
| 12.30 pm | Arrival & entrees |
| 12.50 pm – 1.10 pm | Q&A with Troy Mulder, Retail Operations Manager at Horizon Power |
| 1.10 pm – 2.00 pm | Mains served and discussion with your CX peers |
| 2.00 pm | Dessert served |
| 2.30 pm | Wrap up and closing comments |
WHERE
Nobu
Crown Metropol Perth
Great Eastern Hwy, Burswood WA 6100
Nobu at Crown Perth