An invitation to CHT Sydney from Girish MathruboothamFounder & CEO, Freshdesk
Brad Meehan is the Managing Director of Strativity Group in Australia and New Zealand. Brad has designed and deployed enterprise level customer strategies for several ASX 100 companies and managed customer experience improvement, customer analytics, voice of the customer and customer-centric development programs across a range of industries. Prior to a move into management consulting, Brad was the Head of Customer Strategy at Bank of Queensland. Before that, he held a senior role with a leading consulting firm where he focused on corporate performance management. He gained his MBA with distinction from Queensland University of Technology (QUT) in 2007 and has completed Harvard Business School Leadership Programs in both Customer-Centric Strategy and Competitive Strategy. Brad has also lectured in QUT’s MBA program in the fields of strategy and customer experience management.
Marcus is the Global Managed Service Director at Presence of IT. With over 15 years of experience in business and program management in the IT sector, he has been responsible for delivering superior commercial and client outcomes. He has led, developed and coached high performance teams, grown accounts, managed vendors and contracts, and optimized client satisfaction in his years in the industry. He has a proven track record of accomplishment in delivering complex strategic programs on schedule within budget and has enabled organisations to transition and transform to new technology platforms.
As COO, Nishant is responsible for scaling and transforming Freshdesk into a global SaaS powerhouse. He oversees all non-R&D aspects of Freshdesk's operations, which includes channel sales, customer success, facilities, finance, HR, legal, presales and sales. Before joining Freshdesk, Nishant was Managing Director, LinkedIn India & South Asia, where he played a pivotal role in scaling their team in India. Nishant energizes himself by spending time with his family and his work family (the Freshdesk team) and is an avid sports and movie buff.
09:30 - 10:00 : Registration, Breakfast & Coffee
10:00 - 10:05 : Welcome & Kick Off
10:05 - 10:15 : General Manager Note by Sreelesh Pillai
10:15 - 10:55 : Keynote: Customer Service is everybody's business - Nishant Rao, COO, Freshdesk
10:55 - 11:25 : Delivering Exceptional Experiences - Brad Meehan, Managing Director, Strativity Group
11:25 - 11:35 : Break
In today's futuristic world, automated bots can help with customer service. They gather information for the eventual interaction with a human rep, understand exactly what happened, what the customer wants and even be empowered to solve basic issues, automatically. The right balance of “bot” and “human” depends greatly on the quality of the bot, the customer support rep and the needs of the company. Learn how to brew an intelligent mix to get the job done and hit the sweet spot on what the optimal mix of bots and humans in customer support is.
11:35 - 12:05 : Customer happiness - Marcus Laws, Managed Services Director, Presence of IT
12:05 - 12:40 : Interactive session
12:40 - 13:30 : Lunch
Customer service is instrumental to any business. Companies who go above and beyond to delight their customers can see how it directly translates into the growth of their brand. This session will cover how you can transcend customer experience to customer delight.
This session will provide an insight to how the landscape of customer service is changing. What are the emerging trends that will shape the future of customer service and how has it caused a behavioural change in the mindset of the customer?