When
Thursday, October 25, 2018
17:30 - 19:00
Where
Ernst & Young Offices
level 23/8 Exhibition Street
Register at ground floor security desk to be escorted to level 23
Description
In 2014, for the first time in 128 years, Sydney Water commenced the most significant transformation of its history with the vision to be “the Lifestream of Sydney for generations to come”. Sydney Water provides, water, wastewater, recycled water, and storm water services—including the production of over 515 billion litres of drinking water per year—to more than 4.6 million people across approximately 12,700 square kilometers in the Sydney region.
A focus on transforming a traditional asset and compliance driven utility into a customer-centric service based organisation lead to the creation of the Customer Experience Lab. Please join the CXPA Melbourne Network and guest speaker Monica Heinrich, Customer Experience Design Lead at Sydney Water who will share with us Sydney Water's journey towards integrating CX into the business practice of this complex organisation with multiple stakeholders.
Agenda
17:30 – 18:00 Networking and Nibbles
18:00 – 18:50 Presentation, Q&A
18:50 – 19:00 CXPA News and Closing
About Monica Heinrich
Monica is a passionate customer advocate, with 20 years’ experience leading and delivering customer driven programs across multiple industries including Financial Services, IT, Telecommunication and Education.
Starting her career at American Express provided a foundation for understanding the tangible business benefits that delivering better customers experience can provide. Leading to roles in process improvement, marketing, customer engagement and retention, developing valuable skills across technology, platforms and processes long with research and communication. During her time she worked across various programs with over $5M in investment, highlights include the implementation of the first-to-industry paperless credit card statements, optimisation of My Account and various transformation initiatives delivering over $3M in operational savings and significant reduction in customer effort. While at Symantec, Optus and Study Group, Monica led the successful implementation of voice of customer programs, particularly focusing on actionable insights through direct customer impacting projects and retained over $60M in renewal business through the optimization of the customer lifecycle. Leveraging Human Centred Design and Design Thinking principles supported by other complementary methodologies, she has a proven track record of tackling challenging business problems, leading to the successful implementation of positive customer outcomes and the development of new products and services across Asia Pacific, Europe and North America.
Monica has an undergraduate Bachelor of Arts in English and Technology, ADMA Certificate in e-marketing complemented by qualifications in Lean Six Sigma
Contact: anita@ManagingCX.com
+61 466368056
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