27 - 29 August, 2018 ǀ Swissotel, Sydney, NSW

Pre-Conference Events: Monday, 27th August 2018


8:00 am - 10:00 am Transforming Public Opinion through Customer Contact

David Johnston, Social Media Strategist,Transport Security Administration (USA)
The social media team at the TSA has had their work cut out for them: public opinion often see the organisation as slowing down vacationers journeys and making it difficult travel. However, since the TSA’s social media program was founded 2.5 years ago, the team has worked hard to change public perception by responding to 100% of the 1500 enquiries they receive every day efficiently and quickly. Not only do they receive 33% return business, they also report a lot of positive customer feedback.

Enjoy Breakfast and an Informal Networking Opportunity While You Learn To:

  • Train teams to engage and respond to social media conversations and feedback
  • Analyze and report to management necessary process updates to improve the customer experience
  • Ensure use of social media conforms to appropriate standards of practice
  • Use social media to promote understanding of agency activities, regulations, and policies with members of the public

David Johnston

Social Media Strategist
Transport Security Administration (USA)


10:30 am - 12:30 pm Brainblinkers: Removing Mental Barriers to High Performing, Emotionally Intelligent Leaders

Anthony Bonnici, Director,Move Mountains
Anthony helps participants become the emotionally intelligent and high performing leaders they have the power to be by teaching them to recognise and remove the 3 key mental barriers to high performance and success. He also provides the tools to keep the learning real, with practical and relevant takeaways for the long term in both a personal and professional context.

Enjoy Lunch and an Informal Networking Opportunity While You Learn to:

  • Overcome counter-productive thoughts by recognizing and removing the mental barriers of limiting beliefs, self sabotage and fear
  • Apply two practical thought models to reduce stress & fear in yourself and others
  • Perform as an emotionally intelligent leader by applying four fundamental skills

Anthony Bonnici

Move Mountains


5:30 pm - 7:30 pm Customer-Centricity through Omnichannel Transformation

Gavin Elliott, Head of Interaction Design,Department for Work and Pensions (the United Kingdom)
The United Kingdom’s Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department it administers the State Pension and a rang of working age, disability and ill health benefits to around 18 million claimants and customers. The DWP’s IT systems manage 7.35 million benefits claims each year, paying £165bn in benefits and pensions. In order to meet the dual priorities of delivering outstanding services to customers efficiently and at low cost, the DWP has transformed their customer contact channels. Enjoy Drinks, Canapes and an Informal Networking Opportunity While You Learn to:

  • Blend telephony, portals and chat channels to aid staff in delivering a tailored customer experience
  • Employ user-centred design to optimise end-user interaction
  • Drive first-contact resolution by providing multiple channels for contact and self-service

Gavin Elliott

Head of Interaction Design
Department for Work and Pensions (the United Kingdom)


8:00 pm - 9:30 pm

Tonight is the perfect opportunity for return CCW veterans to welcome new attendees to the fold. This evening will be filled with trivia and networking drinks so bring your team (or make a new one) so you can enjoy an evening surrounded by your community!