Exclusive Live Event 11:45 AM~~6:00 PM~~(GMT+10:00) Canberra, Melbourne, Sydney~~May 5, 2015~~May 5, 2015 11:45 AM~~May 5, 2015 | May 5, 2015
11:45 AM - 6:00 PM |
| Doltone House Hyde Park
Level 3, 181 Elizabeth St
Sydney |
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| Modernise Your Customer Service Henry Ford once said, "A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large." Today, nearly a century later, the number one reason a customer recommends a business to another customer is still outstanding service.
While delivering superior customer service has continued to be a key differentiator for companies, some things have changed forever. Today there are more channels, devices, and technologies. Customers' behaviors have changed and so have their expectations. To win business and your customers' loyalty, you have to deliver a modern service experience.
Join the Oracle team at the Modern Business Summit, and learn about engaging your customers, and adapting quickly to constantly changing business needs.
Event highlights include: - Sessions led by visionary speakers and industry leaders
- Opportunities to learn from your peers and Oracle Service Cloud product experts
- Networking opportunities with Oracle Service Cloud customers and Oracle leadership
- Presentations about recent product developments and what's coming for Oracle Service Cloud
- Interactive Demo Lounge
Be a part of the era of customer experience.
Secure your seat today.
Registration & Lunch from 11:45 a.m. for a 12:30 p.m. Start
To register, click on the Register for Event button. Should you need registration assistance or more information please contact us on 1300 362 801 (Australia). DEMO LOUNGE – 12:00 PM – 6:00 PM
Please join us for the action packed sessions which include: |
| | 11:45 a.m. | Customer arrival and registration and Networking Lunch |
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| 12:30 p.m. | Welcome and Introduction |
| | 12:35 p.m. | Modern Cloud. Modern Service. Shawn Price, Senior Vice President, Oracle Cloud Go-to-Market & Product Business Groups |
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| 1:15 p.m. | Oracle Service Cloud Vision & Customer Service Leadership 2020 (1hr) Brian Curran, VP Customer Experience Strategy & Design, Oracle.
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| | 2:15 p.m. | Afternoon Tea – Tune up Bar |
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| | Track 1 – Modern Service Best Practices | Track 2 – Modern Service Solutions and Roadmaps |
| | 2:35 p.m. | Rebirth of Digital Customer Service YS Lee – APAC Sales Director, Service Cloud | What’s New with Oracle Service Cloud Alex Patison – Master Principal Sales Consultant |
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| 3:05 p.m. | Modern Contact Centre Arman Masoudi- Solution Consultant, Service Cloud | CX Product Champion APAC Integration – API Overview Brett Clifton – SC Director, Service Cloud |
| | 3:35 p.m. | Let Knowledge Fuel Your Customer Service Organisation Alex Patison – Master Principal Sales Consultant | Getting More Out of Your Knowledge Base Tanya Paroz – Senior Manager, Client Success |
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| 4:05 p.m. | Customer Showcase: Customer Experience in Merchant Service Venkatesan Sundaram – Senior Director & Co-Founder, CRMIT Solutions | Ask The Experts Live Panel List: Brian Curran, Alex Patison and Tanya Paroz. Moderated by YS Lee. |
| | 4:35 p.m. | Prize Draw | Prize Draw |
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| 4:40 p.m. | Thought Leaders Locknote: Individualisation is the future of Customer Experience Dr Catriona Wallace, CEO Fifth Quadrant & CX Strategist/Futurist |
| | 5:15 p.m. | Wrap Up and Close |
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| 5:20 p.m. | Networking Drinks |
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Presenters | Shawn Price Senior Vice President, Oracle Cloud Go-to-Market & Product Business Groups
Shawn Price is Senior Vice President, Global Cloud Go-to-Market for Oracle. Shawn is a proven leader in building and transforming cloud companies at scale on a global basis. His 20+ years of experience include leading several companies from founding to successful IPO. Most recently he was the president of SuccessFactors Cloud and his responsibilities expanded to manage the entire SAP Cloud portfolio, reporting to the SAP Board of Directors.
Follow Shawn on twitter @shawnprice1000
| | Brian Curran VP Customer Experience Strategy & Design, Oracle
Brian Curran is Vice President of Customer Experience Strategy & Design for Oracle, and ensures that clients receive the greatest possible value from the Oracle RightNow CX Cloud Service solutions to help them retain their customers, improve satisfaction rates, and drive increased revenue.
Prior to joining RightNow, Brian was vice president at BestBuy.com. While there, he was part of a senior team responsible for building the company’s web site and contact center strategy, and was tasked with Best Buy’s initial customer centric transformation.
Brian has spent the last 20 years of his career in senior multi-channel roles operating call centers, web sites and stores in the retail, consumer electronics and telecommunications markets
| | Dr Catriona Wallace Customer Experience Futurist & Entrepreneur
Dr Catriona Wallace is one of the world’s most cited expert on the future of Customer Experience having a strong focus on the topic of – When Customers Take Charge: The Rise of the Empowered Consumer. Catriona focuses on macro trends related to customer behavior, the rise of personalisation, disruptive innovation and what happens when customers control their own data.
As well as being the CEO of three businesses, a customer experience design firm, Fifth Quadrant, a market research firm, ACa Research and a celebrated software start-up, Flamingo, Catriona also has a PhD in Organisational Behaviour, is a well published author and data analyst. As such, Catriona brings a strong evidence based approach to her company’s work. Catriona’s links with business schools around the world allow her to share international practice and case studies.
Catriona is a highly awarded business woman having been inducted into the Australian Business Woman’s Hall of Fame, winning Telstra Business Awards and being involved with Springboard Enterprises Women Entrepreneur’s program and EY Entrepreneur of the Year programs.
Catriona also conducts many speaking events focused on women in leadership and building businesses that have profit with purpose. Catriona is a high profile philanthropist and human rights activist, is also the co-founder of the celebrated Anne Summers Conversation event and television series and is the mother of 5.
| | YS Lee
Director Oracle Service Cloud, Asia Pacific, Oracle
Yong Sheng Lee, also known as YS Lee, is Asia Pacific Director for Service Cloud at Oracle Corporation. YS is responsible for driving the growth of Oracle SaaS Customer Service offerings in the region.
YS joined Oracle in 2012 as part of the RightNow Technology acquisition, where he was the Sales Director of APAC. YS was responsible for the sales, pre-sales and marketing operation for RightNow in the region.
Prior to his tenure at RightNow and Oracle, he held various senior sales and sales management positions with software vendors and IT consulting firms in Australia.
YS holds a Computer Science degree from University New South Wales.
| | Alex Patison APAC Solution Champion – Oracle Service Cloud
Alex Patison is the APAC Solution Champion for Oracle Service Cloud (RightNow). Alex was with RightNow Technologies for 5 years before the acquisition of RightNow Technologies by Oracle Corporation. Alex continues to work with Oracle Service Cloud (RightNow) with a focus on multi-channel customer experience and knowledge management.
Alex Patison is based in Sydney, Australia, and has worked on Customer Experience activities for a range of clients including Qantas, Optus (Australia), Telecom New Zealand, Vodafone NZ, Nikon (Singapore), Make My Trip (India) as well as public sector agencies such as Department of Immigration (Australia), and many universities across Australia and New Zealand including LaTrobe University (Australia), University of New England (Australia), and the University of Wellington (NZ).
| | Arman Masoudi Solution Consultant, Service Cloud
Arman Masoudi is a Principal CX Solution Consultant at Oracle. Arman has 15 years of experience in IT and Cloud solutions. Over the last 5 years, Arman has been helping organisations reshaping their customer experience strategy to achieve competitive advantage in the market.
| | Brett Clifton Service Cloud Solutions Director, Oracle
Brett brings over 18+ years of industry experience in the digital content management and customer marketing space. Possessing a wealth of content management and digital marketing experience and fostering customer relationships with existing clients.
Brett has provided thought leadership to simply articulate benefits of solutions and be a trusted advisor with key clients including NAB, HSBC, Qantas and the NSW Government.
| | Tanya Paroz Senior Manager, Customer Success – Service Cloud APAC
Tanya Paroz leads the Oracle Service Cloud customer success enablement team to focus on deep customer relationships and advocacy, ensuring business alignment and solution optimisation.
Tanya was managing a global customer support and service team who used RightNow for their self-service and support platform. She was so passionate about the tool that she came across to join RightNow Technologies prior to the acquisition by Oracle Corporation.
Tanya is based in Melbourne, Australia, and has worked with a broad range of Oracle Service Cloud customers including National Australia Bank, Commonwealth Bank of Australia, Qantas, Optus Communications and New Zealand Post. Tanya has over 10 years’ SaaS experience working in a broad range of industries and countries and over 15 years’ experience in customer experience and service delivery.
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Sponsors
Modern Business Summit, Presented by Oracle – Sales and Service in the Cloud – Thanks our Sponsors:
EVENT PARTNERS
Presentation Abstracts
Please see below session abstracts to help you make the most of your time at the Modern Service Business Summit.
Modern Cloud. Modern Service. Shawn Price, Senior Vice President, Oracle Cloud Go-to-Market & Product Business Groups
Most companies regard customer experience as key to their success. For this to happen, they will need to rethink their service strategy for the digitally minded customer. Shawn Price, Senior Vice President, Oracle Cloud, will share Oracle’s perspective on changing customer expectations and the ways service organisations can be sure to keep their brand promises.
Oracle Service Cloud Vision & Customer Service Leadership 2020 Brian Curran, VP Customer Experience Strategy & Design, Oracle
Join Oracle's Brian Curran, VP Customer Experience Strategy & Design, as he shares a vision of how to Design the Service Experience of Tomorrow. Learn how you can rewrite your role and the role of your department by embracing today's digital disruption head-on, and by utilising modern strategy and capabilities to catapult you and your organization forward. The pace of technology change, new and emerging support channels, and rapidly changing customer expectations are all putting more and more pressure on today’s customer service and support organsation. This session will peer into the future and predict what customer service might look like in the year 2020.
Rebirth of Digital Customer Service YS Lee – APAC Service Cloud Director, Oracle
The world of business is changing fast. Technology is exploding, mobile devices are everywhere, new communication channels are emerging and social media is mainstream. All of this is combining to forever change the way your customers interact with your business. Customers want answers fast – no matter where they are or what device they are using – and they never want to repeat their story. Delivering great customer experiences across channels can be a primary way to differentiate your brand in this hypercompetitive world. Learn how the Oracle Service Cloud can help you meet your customers’ expectations across channels – in both assisted service and self-service interactions. Your customers will love you for it and your brand will be stronger than ever.
Modernise Your Contact Centre Arman Masoudi – Service Cloud Solution Consultant, Oracle ANZ
Learn how to mature your customer engagement strategies to become a modern contact centre organisation that aligns to your customer experiences initiatives across the organisation, and drives sustainable growth and profit for your business. In this session you will discover how to leverage the Oracle Roadmap To Modern strategy framework, to develop alignment between your technology adoption, engagement approaches, and value metrics.
Let Knowledge Fuel Your Customer Service Organisation Alex Patison – CX Product Champion Asia Pacific, Oracle
Knowledge management (KM) is a foundational aspect of providing a superior customer experience. In this session, you will learn about how to fuel your customer service team with best practice processes, measures, and methodologies required for a successful KM implementation.
Customer Showcase: Customer Experience in Merchant Service Venkatesan Sundaram – Senior Director & Co-Founder, CRMIT Solutions
Merchant Services enables you to do more while freeing you up to spend time with what’s most important to your business – your customers. This showcase will demonstrate the integration of incident management, knowledge management and back-office functions to streamline operations.
Customer Showcase
Join this session to see selected Oracle Service Cloud customers demonstrate how they leverage the Oracle Service Cloud to deliver better customer experiences and increase productivity and effectiveness. Learn how each customer has adapted Oracle Service Cloud to meet their unique needs and how they deliver measurable benefits to their service organisation.
What’s New with Oracle Service Cloud Alex Patison – CX Product Champion Asia Pacific, Oracle
Join this session to see the latest & greatest functionality recently released for Oracle Service Cloud customers. Join Alex Patison as he demonstrates how to leverage these new features within Oracle Service Cloud to deliver better customer experiences and increase productivity and effectiveness.
CX Product Champion APAC Integration – API Overview Brett Clifton – Service Cloud Consulting Director, Oracle ANZ
Every year, customers share hundreds of billions of messages about products and services that can influence your customer’s perceptions, for better or worse. Learn how Oracle Service Cloud offers integration with many popular sites through the use of APIs. Learn how API integration can provide relevant messages across a myriad of global sources.
Getting More Out of Your Knowledge Base Tanya Paroz – Senior Manager, Service Cloud Client Success, Oracle ANZ
Supporting every approach that your customers might take to get their service questions answered gets harder by the day due to the constant proliferation of internet-connected devices of every shape, size, and input method. How do you deliver a high-quality service experience without getting overwhelmed by the possibilities versus the probabilities? In this session, we'll explore how to get the most out of your knowledge base and outline tips and best practices.
Ask The Experts: Live
Do you have a burning question around Modern Customer Service? Or around your organisations use of Service Cloud? Join us at the Ask The Experts Live session and ask a question from our panel of experts. Learn how to make the most out your investment in Oracle Service Cloud.
Keynote Presentation: Individualisation is the future of Customer Experience Kristi Mansfield, Managing Director, Fifth Quadrant & CX Strategist
Customer experience has moved from mass segmentation to Segment of One and now to Individualisation. This session will explore some of the key components of Individualisation including Quantifiable Self, Wearable Tech, Co-creation & Augmented Reality
There are a number of local parking options available for the Modern Business Summit presented by Oracle Service Cloud. Discounted parking rates are available at both the Piccadilly Centre Car Park and Sydney Hilton Hotel Car Park. Piccadilly Centre Car Park – 133 Castlereagh Street, Sydney Early Bird – Entry between 7:00am – 9:30am, exit between 3:30pm – 7:00pm Monday – Friday $25.00 All Day Parking - Monday – Friday – Entry after 6am, exit before 1 am next day. All Day $40
Visit the Secure Parking Website for more information here. Wilson Parking - 175 Liverpool Street Sydney 1800 727 546 Super Early Bird - Entry between 7am and 8am, exit between 3pm and 7pm Monday – Friday $15.00 Early Bird - Entry between 8am and 10am, exit between 3pm and 7pm Monday – Friday $17.00
(Proceed to Level B4 for parking and validation of ticket)
Visit the Wilson Parking Website for more information here.
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| | Oracle is committed to promoting a corporate culture that is centered on integrity, accountability and ethical business conduct., please click here for important ethics information regarding this event. | |
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