Thanks for Attending Enterprise Collaboration Innovation & Tech Fest 2017

See Who Attended

Thanks to our amazing 2017 speakers

Dion Hinchcliffe

Dion Hinchcliffe

Chief Strategy Officer, 7 Summits and ZDNet (USA)

Online Community as the Means of Digital Transformation of the Workforce

As enterprise social networks and online communities continue to enable organisations to achieve large-scale collaboration…

Read more >

Collaboration as Disruptive Advantage: Leading Organisations Are Empowering Their Workforce Differently Now

Digital collaboration has continued to evolve quickly in the last several years, with powerful new…

Read more >

Closing Panel Discussion

Facilitated by Dion Hinchcliffe and featuring a panel of the top speakers you have rated…

Read more >

Laurence Fourcade Enterprise Collaboration Tech Fest 2017

Laurence Fourcade

Vice-President, Knowledge Management and Online Collaboration, Keolis (France)

Making Your Company Culture More Conducive to Collaboration

Congratulations! You have the vision, senior management buy-in, the budget to procure or improve your…

Read more >

Enterprise Collaboration Executive Panel – Innovation and the Future of Collaboration

Social Collaboration for a Purpose: Identify Your Value Proposition

We all know that social business collaboration is key in bringing efficiency and heightened engagement…

Read more >

Jon Chong

Jonathan Chong

Director – Digital Workplace & Corporate Systems, Mars (USA)

Creating a Collaboration Technology Strategy That Keeps Pace with Changing Business Realities

As the pace of change continues to accelerate, it is becoming harder and harder to…

Read more >

Enterprise Collaboration Executive Panel – Innovation and the Future of Collaboration

Getting Mars to Collaborate in a Digital World

You have all the technology you need to enable your organisation’s digital transformation agenda –…

Read more >

The Why, What and How to Develop a Collaboration Measurement Framework

In this panel discussion session, we will discuss why measurement remains a bug bear for…

Read more >

Ally Naylor

Ally Naylor

Global Engagement, Xero (NZ)

Enterprise Collaboration to Harness Skills from Around the World

In 2006, in a small Wellington apartment, four minds came together to start Xero. Xero…

Read more >

The Why, What and How to Develop a Collaboration Measurement Framework

In this panel discussion session, we will discuss why measurement remains a bug bear for…

Read more >

Rita Zonius

Rita Zonius

Head of Internal Digital Communications, Australia and New Zealand Banking Group

What it Takes to Launch an Enterprise Social Network That Sticks

Introducing an Enterprise Social Network (ESN) in an organisation that’s never had one is both…

Read more >

The Why, What and How to Develop a Collaboration Measurement Framework

In this panel discussion session, we will discuss why measurement remains a bug bear for…

Read more >

David Roberts

Dave Roberts

Enterprise Transformation, Under Armour (USA)

Consumption in the Sharing Economy: The Under Armour Consumer Engagement Story

Over the course of two years, Under Armour (UA) has acquired and created a digital…

Read more >

Daniel Flynn

Daniel Flynn

Co-Founder and Managing Director, Thankyou

Impossibility is Only Someone’s Opinion. Not a Fact.

One of the highlights at Enterprise Collaboration Innovation & Tech Fest is the closing session…

Read more >

Harneet Singh Chitkara

Harneet Singh Chitkara

Project Manager - People & Culture, Victoria University

Contracts with Digital Forms and Workflow at Victoria University

Victoria University will be showcasing how they have transformed a series of manual and paper…

Read more >

Josh Nixon

Josh Nixon

Senior Director, Australian Maritime Authority

Re-Collaboration – Starting Over Collaboration in The APS

Large scale organisational integration is always a challenge, but how do you approach driving collaboration…

Read more >

James Law

James Law

HR Director, Envato

Collaboration Tips and Tricks for a Flexible Workforce

At Envato we have a flexible workforce who don’t have to come into the office…

Read more >

George Samuels

George Samuels

Community Manager, IRESS

Real-Time Messaging: How Messengers, Live Video & Chatbots Are Influencing Enterprise Collaboration

Real-time messaging apps, live video, and chat-bots are on the rise. At the time, IRESS…

Read more >

Jakkii Musgrave

Jakkii Musgrave

Senior Consultant, Ripple Effect Group

Digital Leadership: Leading the Collaborative Workplace

Current research from Harvard reports that 90% of executives believe their organisations will be disrupted…

Read more >

Designing for Interaction: A Framework for Increasing Your Community’s Value

You've done the hard yards - getting approval, budget, support, choosing a platform, rolling it…

Read more >

Taryn Goering

Taryn Goering

ICT Project Manager, Victoria University

Contracts with Digital Forms and Workflow at Victoria University

Victoria University will be showcasing how they have transformed a series of manual and paper…

Read more >

Karina Keisler

Karina Keisler

Executive General Manager, Corporate Affairs NBN

Democratising and Diversifying Your Organisation’s Voice

Organisations have long been challenged in how to facilitate rapid, relevant information exchange, strengthen collaboration…

Read more >

Bryan Williams

Bryan Williams

Chief Knowledge Officer, Service NSW

Collaboration Produces Collective Wisdom at ServiceNSW

Team based efforts often yield market driven smarter results than autonomous egotistical efforts. When all…

Read more >

Bruce Temkin

Bruce Temkin

Customer Experience Transformist, Temkin Group (USA)

Is Your Culture Customer-Centric Enough?

"The customer experience you deliver is a reflection of your culture and operating processes." If…

Read more >

 
 

Thanks to our awesome 2017 sponsors

 
  •  
    K2
     
    Premier Partner
     
  •  
    Zendesk
     
    Transformation Partner
     

Online Community as the Means of Digital Transformation of the Workforce

As enterprise social networks and online communities continue to enable organisations to achieve large-scale collaboration in new and potent ways, a new trend is emerging: Using them as a corporate platform to more effectively drive transformation of the business itself. Organisations are increasingly finding that they can use digital collaboration tools to better communicate change objectives, enlist change agents, align with stakeholders, and create more sustainable results with their change programs. This session will explore why and how this significant trend is taking place with recent examples from leading organisations.


  • Pros and cons of traditional digital change efforts to-date

  • A look to new models: How digital collaboration can address major challenges in communication, alignment, and scale with enterprise-wide change

  • Case examples: A look at how top organisations are succeeding at change and digital transformation using ESNs and community as the platform

  • How most organisations can readily use their existing tools and techniques to adopt these new digital change models


Three key take-away points:

  1. The specific ways that digital collaboration is enabling strategic change and transformation

  2. How collaboration platforms can form the nucleus and platform of transformation efforts

  3. Highly effective ways organisations can rapidly adopt new lightweight change models to meet their challenges

Collaboration as Disruptive Advantage: Leading Organisations Are Empowering Their Workforce Differently Now

Digital collaboration has continued to evolve quickly in the last several years, with powerful new technologies and techniques emerging. High performing organisations are now adopting these new tools and methods much more rapidly than in the past. Learn how top firms are realising improved collaboration in new ways in 2017, enabling them to drive high impact results in surprisingly new and compelling ways that are paving the way towards a more mature and effective digital workplace.


  • How digital collaboration has shifted in the last year

  • Ways the emerging maturity model of contemporary collaboration has changed along with it

  • Stories from the trenches on how new techniques are combining with new collaboration techniques

  • 8 high impact case examples of "new" digital collaboration and how they are driving results

  • What organisations can take away to learn from and energise their own collaboration efforts


Three key take-away points:

  1. Gain an understanding of the present state-of-the-art in digital collaboration

  2. How to align upcoming plans in collaboration with latest tools, techniques, and best practices

  3. What matters most today when trying to empower the workforce while driving business impact

Closing Panel Discussion

Facilitated by Dion Hinchcliffe and featuring a panel of the top speakers you have rated over the two days. This 45-minute interactive session will help you gather together the golden ideas discussed, packaging them into one innovative bundle of practical information, that you can implement when you get back into your business.

Making Your Company Culture More Conducive to Collaboration

Congratulations! You have the vision, senior management buy-in, the budget to procure or improve your IT tools! You are ready to build your execution strategy. Which, of course, includes change management! But wait?! What change do you need? Where does your company culture stand today, and do you need to change it? How? What is a “collaborative culture” anyway? This presentation will clarify tangible elements to evaluate your starting point, the deep barriers and levers for change, illustrated with Keolis’ path and experience.

In this presentation you will:


  • Understand what a company culture’s tangible elements are

  • Gage your starting point, as well as corporate and psychological barriers to change

  • Find out about Keolis’ path to enabling their collaboration culture

  • Measure your collaborative culture success

  • Above and beyond: progress towards an innovation culture


Three key take-away points include;

  1. How to make real and actionable the softer elements embedded in “collaboration culture”

  2. How to communicate to the different internal stakeholders on the needs and progress of one’s company culture

  3. How to effectively change the behaviour and mindset of employees

Social Collaboration for a Purpose: Identify Your Value Proposition

We all know that social business collaboration is key in bringing efficiency and heightened engagement to middle and large organisations. Yet, few firms succeed in fully leveraging their online collaboration tools. Learn how to frame collaboration within your company’s strategic objectives, and convince all stakeholders – top management and users alike – to invest into a full programme and actively take part! Keolis, a global private operator of public transport, will describe their successful and ever expanding Knowledge Management and Collaboration approach.

This presentation will:


  • Provide a description of Keolis, their global context and major stakes

  • Highlight how they collaboratively identified their need for a collaboration tool

  • Describe how they used efficiency gaps to identify use cases and validate their budget

  • List the project team’s engagements towards executive management, and vice-versa

  • Demonstrate Keolis’ success in transforming their work culture

  • Present the next steps as they get more mature


Three key take-away points:

  1. How to identify the existing gaps and aches that can be solved or improved through collaboration

  2. How to sequence your project so as to start quickly, expand constantly and secure long-term engagement and budgets

  3. How to choose relevant KPIs to demonstrate business value and sustain investment

Creating a Collaboration Technology Strategy That Keeps Pace with Changing Business Realities

As the pace of change continues to accelerate, it is becoming harder and harder to create a technology strategy that is compelling for today, and yet relevant for tomorrow.  This is further exacerbated by consumerization of technology such that employees feel their personal technology is better than what their employer offers in the workplace, and by vendors bypassing IT departments and selling to corporate employees directly, leading to shadow IT.

This session will provide examples from the experience at Mars, Inc., a multinational, decentralised company with over 80,000 employees, and therefore a prime environment for a non-standard, unintegrated collaboration technology environment. Learn how we were able to create a consistent technology strategy linked to both business goals and employee preferences, and keep it up to date.

In this session, we will cover:


  • Tying your technology strategy to current business aspirations

  • Dealing with user preferences & shadow IT

  • Why simplicity is critical to success

  • Some thoughts on privacy and security

  • Adapting your roadmap as the world changes around you


Three key take-away points:

  • How to balance organisational goals, employee preferences when creating your Collaboration Technology roadmap

  • Why keeping it simple is a winning strategy

  • How can you keep adapting your roadmap as the business environment, user behaviour, and technology offerings continue to evolve

Getting Mars to Collaborate in a Digital World

You have all the technology you need to enable your organisation’s digital transformation agenda – but change is glacial, people are resistant or indifferent, and somehow it’s just not working. If this sounds familiar, join this session to learn about how culture plays a key part in the success or failure of collaboration initiatives.

Hear from Mars, a company with a 100-year history and a strong corporate culture. As early adopters of open offices, phone and video conferencing, you might think that moving to digital collaboration would be easy for Mars – but they have many hard-earned lessons to share.

Enriched throughout with real examples from Mars, this presentation will go through:


  • Why the culture of an organisation matters

  • Getting beyond the obvious – how to assess culture in your organisation

  • Going deeper – understanding the personas in your organisation

  • Changing behaviours and mindsets to move the needle

  • Avoiding common pitfalls


Three key take-away points:

  1. Why Culture matters – ignore it at your peril

  2. How to assess the culture of your organisation, in the context of digital collaboration

  3. Practical, concrete steps to adapt and/or harness the culture at your organisation to drive collaboration and behaviour change

The Why, What and How to Develop a Collaboration Measurement Framework

In this panel discussion session, we will discuss why measurement remains a bug bear for collaboration and digital workplace initiatives.

While the benefits of a particular tool or way of working online is often self-evident to the individuals who have adopted a particular solution, this provides little insight for targeting effort to support adoption or planning where to direct future investment.

The consumerisation of IT has also created greater pressure to manage an ever changing portfolio of preferred and potential new collaboration solutions.

Many organisations are also seeking to improve workplace flexibility, innovation and also the health and well-being of employee - these all add complexity of understanding the business value of collaboration.

Enterprise Collaboration to Harness Skills from Around the World

In 2006, in a small Wellington apartment, four minds came together to start Xero. Xero set out to change how small businesses operate by creating beautiful cloud accounting software. Fast forward 11 years, Xero now employs over 1600 people in five countries, and its software is used by over 850,000 customers globally.

On the bleeding edge of tech, Xero is always looking at ways to provide the best environment so their people can do the best work of their lives. Our organisation places huge emphasis on enabling the skills which exist globally, to benefit business locally. This is the story of how our collaborative efforts have evolved.


  • Evolving a culture

  • Getting the right technology mix to grow and support our people

  • How we work at Xero today

  • Connecting people globally by interest, experience and knowledge

  • Personal stories of how technology has changed how we work forever


Three key take-away points:

  1. Adapting to the environment around you

  2. Be OK with getting it wrong, own it and learn from it

  3. It all comes back to making your organisation an easy and happy place to work

The Why, What and How to Develop a Collaboration Measurement Framework

In this panel discussion session, we will discuss why measurement remains a bug bear for collaboration and digital workplace initiatives.

While the benefits of a particular tool or way of working online is often self-evident to the individuals who have adopted a particular solution, this provides little insight for targeting effort to support adoption or planning where to direct future investment.

The consumerisation of IT has also created greater pressure to manage an ever changing portfolio of preferred and potential new collaboration solutions.

Many organisations are also seeking to improve workplace flexibility, innovation and also the health and well-being of employee - these all add complexity of understanding the business value of collaboration.

What it Takes to Launch an Enterprise Social Network That Sticks

Introducing an Enterprise Social Network (ESN) in an organisation that’s never had one is both exciting and scary, in equal measures. While enterprise social makes it easier to connect people and find information, don’t assume everyone will be enthusiastic or immediately understand the benefits. In fact, the deployment of the technology is just the beginning of a transformative change encouraging people to try a new and different way of working with enterprise social. This change effort needs focus, but done well, will bring value to your business and make life easier for your people. ANZ shares its ESN story.


  • The benefits of a social enterprise for an organisation like ANZ

  • Common myths and fears surrounding enterprise social networking

  • How to encourage your people to see the value of enterprise social

  • Rallying supporters to help lead the way on ESN engagement and adoption

  • Stories and use cases demonstrating how ANZ is benefiting from its ESN


Three key take-away points:

  1. Launching and embedding enterprise social is a cultural change, not simply a technology deployment.

  2. People will use an ESN if they understand how it will benefit their daily work, as well as deliver value for their business

  3. A holistic change and communications program is needed to build strong participation in your ESN and turn people into confident users

The Why, What and How to Develop a Collaboration Measurement Framework

In this panel discussion session, we will discuss why measurement remains a bug bear for collaboration and digital workplace initiatives.

While the benefits of a particular tool or way of working online is often self-evident to the individuals who have adopted a particular solution, this provides little insight for targeting effort to support adoption or planning where to direct future investment.

The consumerisation of IT has also created greater pressure to manage an ever changing portfolio of preferred and potential new collaboration solutions.

Many organisations are also seeking to improve workplace flexibility, innovation and also the health and well-being of employee - these all add complexity of understanding the business value of collaboration.

Consumption in the Sharing Economy: The Under Armour Consumer Engagement Story

Over the course of two years, Under Armour (UA) has acquired and created a digital community of over 200 million connected fitness consumers. Recognising data as gold in the sharing economy, the brand has leveraged real-time consumption of fitness user’s activities, workouts, nutrition merged with their commercial activity to drive the tightest engagement model in the industry. Using this highly analytical model, UA has been able to dramatically reduce the marketing touch cost, increase top line and expand brand awareness geographically through this new innovative model call Single View of the Consumer.

In this session, learn how to have real-time, 1-on-1 interactions with brand loyalists, prospects and affinity based communities using technology as the greatest enabler and multiplier.

Hear how the relationship between brands and consumers is being reshaped to provide a tighter relationship and proactive interactions in product design, inventory management, marketing and sales experiences around the world.

Impossibility is Only Someone’s Opinion. Not a Fact.

One of the highlights at Enterprise Collaboration Innovation & Tech Fest is the closing session at the end of Day 1 – this inspiring, passionate story.

Deeply affected by the plight of African children and the lack of clean and safe drinking water, Daniel Flynn knew he had to do something. In researching the World Water Crisis, he also discovered this startling stat: Australians spend $600 million on bottled water each year! The injustice of these two facts inspired Daniel to marry these two extremes in the form of a bottled water company, existing for the sole purpose of funding safe water projects.

Daniel co-founded Thankyou™ at 19 with his then-girlfriend (now wife!) Justine Flynn, and best mate Jarryd Burns. They had a simple idea: what if purchasing everyday items like bottled water, food and body care products could provide life-changing solutions for the millions of people living in poverty?

This is an extraordinary human story of perseverance about three kids from Melbourne with zero business experience and the shared belief that we all have the power to change stuff. Their journey is a bumpy ride of gut-wrenching decisions, wild mistakes and daring moves into business, marketing, social enterprise and beyond.

 

Contracts with Digital Forms and Workflow at Victoria University

Victoria University will be showcasing how they have transformed a series of manual and paper based processes to improve the efficiency of which they recruit contractor academic staff.

The benefits the colleges have seen to date are enormous. In the first phase they provided the ability to digitally schedule academic duties, with auto calculation of expenditure and online approvals. In upcoming phases, they are enhancing the system by introducing the ability to track and maintain time sheets.


  • On-time duty allocation of sessional staff and predictable payments

  • Simple navigation to allow staff to easily allocate duties

  • How the enhanced reporting features have changed the way they manage expenditure

  • Functional features such as identifying duplicate or wrong time entries and understanding which type of roles equate to various rates of pay

Re-Collaboration – Starting Over Collaboration in The APS

Large scale organisational integration is always a challenge, but how do you approach driving collaboration projects and technology when large departments come together with different tools, processes and next to no governance?

This was the recent challenge taken on by Josh and his team, moving well past the “why” and right into the “how”. Learn about how last year’s Enterprise Collaboration Tech Fest helped us frame the teams response to the challenges in providing an enterprise capability to a large Australian government department.

We will walk you through the challenges faced in dealing with governance, ownership, established approaches, introducing community management as well as social.


  • Making the pattern and sticking to it.

  • Strategically reactive, ideas for a strategic approach when delivery time frame is “Now!”

  • Creating a culture is hard enough, some thoughts on re-engaging your audience

  • Creating buy in from potential blockers with governance.

  • Community Managers in Government and collaboration capability ownership

  • Options on when to re-launch your new pattern.


Three key take-away points:

  1. Some practical steps to help rebuild agency confidence in your collaboration capability

  2. How community management can benefit government agencies

  3. An approach to governance that generates buy in from outside IT or Communications teams

Collaboration Tips and Tricks for a Flexible Workforce

At Envato we have a flexible workforce who don’t have to come into the office anymore and can fit their work around their life. We needed to find a way to ensure we could still measure output (rather than input) so we could recognise and celebrate success and deal with under performance effectively when it arises.

In this session, we will cover:


  • How did we go “full flex”

  • What changed and how did we change it

  • What tools did we need and why

  • What behavioral changes did we need to help people with and how did we do it

  • What were we pleasantly surprised by what mistakes did we make and how would we suggest you never make them!


Three key take-away points:

  1. What Envato did and why?

  2. What worked really well

  3. What mistakes were made, what we learnt from them and how you won’t have to make them!

Real-Time Messaging: How Messengers, Live Video & Chatbots Are Influencing Enterprise Collaboration

Real-time messaging apps, live video, and chat-bots are on the rise.

At the time, IRESS was looking to solve a single problem: to get instant messaging working across multiple devices globally and persistently. This sparked an investigation into various options including: Slack, Hipchat, Cisco Spark, etc. What started out as an isolated problem to solve, however, soon saw us identifying other problems we could solve in one hit around productivity, automation, and chat-ops. And because we wanted to encourage more collaboration, we knew our tool of choice would need to integrate well with as many other tools available on the market as possible - an area not always considered when gathering requirements for enterprise tools.

Learn from IRESS as they share how and why they’re using real-time communication trends to leapfrog collaboration efforts in line with customer expectations.


  • An overview of our year and the evolution of the strategy

  • How consumer tools like Snapchat, Musical.ly & Instagram Stories, Facebook Live, Slack, are influencing employee expectations

  • Why agile thinking and structure is needed to leverage these latest collaboration tools effectively

  • The importance of both online and offline engagement in leveraging these new trends

  • 6 lessons learned in rolling out a real-time messaging app within an enterprise

  • Why the future is more integrated and how to choose your tools wisely over the next 5 years


Three key take-away points:

  1. How consumer tools and their associated behaviors (e.g. Snapchat) make their way into the workforce (i.e. Shadow IT)

  2. How to use community management theory to effectively manage channel growth within your organization, and choosing them wisely

  3. How to roll-out and leverage real-time messaging apps at an enterprise level globally within 3-4 months

Digital Leadership: Leading the Collaborative Workplace

Current research from Harvard reports that 90% of executives believe their organisations will be disrupted by digital business models, yet 70% of them believe they don’t have necessary skills, operating structures or leaders to adapt.

Meanwhile, the digital divide is increasing. Organisations who have successfully transformed to new ways of working are out-performing the digital laggards. What is becoming evident, is the role leadership plays in successful collaborative organisations. Being a digital leader requires more than just implementing technology into your workplace - it requires a fundamental shift in mindsets.

In this participatory session, the panellists will share their experiences and debate key issues facing leadership teams in the digital workplace: from culture, change, and analytics; to robotics, automation and AI.

Designing for Interaction: A Framework for Increasing Your Community’s Value

You've done the hard yards - getting approval, budget, support, choosing a platform, rolling it out, and launching it to your employees. Now comes the real hard work - getting employees to participate in your online employee community - enterprise social network, if you must - once the shine of a new 'toy' has worn off. Whether your organisation is looking to increase employee engagement, improve employee connections, enhance collaboration or provide opportunities for innovation and serendipitous discovery, getting your employees to engage with and actually use your platform is a consistent challenge across organisations.

In this session, we will cover:


  • Online communities and community management

  • How people behave online (though we won't be feeding the trolls)

  • Creating an architecture of participation

  • Action-oriented activities

  • Measuring success


Three key take-away points:

  1. An understanding of online communities and how people behave online

  2. How to design for interaction and enhance collaboration

  3. Measuring your community health with specific examples of tying your community's activity to business outcomes

Contracts with Digital Forms and Workflow at Victoria University

Victoria University will be showcasing how they have transformed a series of manual and paper based processes to improve the efficiency of which they recruit contractor academic staff.

The benefits the colleges have seen to date are enormous. In the first phase they provided the ability to digitally schedule academic duties, with auto calculation of expenditure and online approvals. In upcoming phases, they are enhancing the system by introducing the ability to track and maintain time sheets.


  • On-time duty allocation of sessional staff and predictable payments

  • Simple navigation to allow staff to easily allocate duties

  • How the enhanced reporting features have changed the way they manage expenditure

  • Functional features such as identifying duplicate or wrong time entries and understanding which type of roles equate to various rates of pay

Democratising and Diversifying Your Organisation’s Voice

Organisations have long been challenged in how to facilitate rapid, relevant information exchange, strengthen collaboration and capture the perspectives of their employees. With the days of traditional information cascade gone, smart organisations are embracing the new era in corporate internal communications – utilising platforms that allow strong collaboration, communication and connection, regardless of physical or hierarchical boundaries.

In doing so, they are being rewarded richly, allowing diversity of thought to shine through and making sizeable shifts in the engagement of their people.

In this session, we will cover:


  • Performing in the public eye - NBN's challenge and opportunity

  • A new platform, revolutionising the way we connect, communicate and collaborate

  • Embracing the power of our people – case study examples

  • Evaluating impact, acknowledging challenges and implementing lessons learned

  • Phase two, evolving the foundations

  • Making the change – five essentials


Three key take-away points:

  1. Democratising the way you communicate is critical for long-term business performance, engendering trust with your people and unleashing diversity of thought.

  2. Acceptance of, and adaptation to the new era of communication challenges leaders and employees alike. Guidance, persistence and bold steps pave the way.

  3. Shape the culture, by the people who form it.

Collaboration Produces Collective Wisdom at ServiceNSW

Team based efforts often yield market driven smarter results than autonomous egotistical efforts. When all relevant stakeholders can contribute knowledge, the greater strength comes from the collective wisdom of combining the knowledge expertise to achieve success in experience, efficiency and effectiveness.

In this session, Bryan will highlight how his work has changed attitudes within Service NSW.

Hear how Service NSW:


  • Created a Knowledge Management group incorporating participants from each LOB

  • Gained support from sceptics by producing quick wins in experience, efficiency and effectiveness from enhance find-ability

  • Soon realised the knowledge shortfall was due to themselves and the innovation prohibitions they had in place preventing collaboration

  • Benefitted the whole group once they realised the knowledge they sort was residing with their peers in other LOBs


Three key take-away points:

  1. How and why we used the S.B.I model

  2. Balance (EQ & IQ, Culture &d Strategy, big & small personalities, diversity & inclusion)

  3. The importance of a Challenge Problem Statement

Is Your Culture Customer-Centric Enough?

"The customer experience you deliver is a reflection of your culture and operating processes." If you want to build sustainably good customer experience, then you will likely have to change how your organisation operates. While culture is often a misunderstood concept, you’ll learn what it's made of and how you can drive change in your organisation.


  • What exactly is organisational culture

  • What are the attributes of a customer-centric culture?

  • What are the benefits of a customer-centric culture?

  • What can you do to drive culture change?


Three key takeaway points

  1. Finally understand what culture is all about

  2. Gain awareness of your organisation's culture

  3. Have the insights to drive culture change