AI plays a significant role in CX, as more businesses adopt various AI-powered tools to interact with customers. Discover insights into how AI will manage practical use cases for contact centres in the future.

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Customer experience (CX) and employee experience (EX) are very closely connected. Any business leader worth their salt will tell you that if you treat your employees right, they will take care of your customers. If your staff feel supported, they are far more likely to create better customer experiences.

It’s a simple

message that sometimes gets lost as enterprises everywhere work overtime to

provide the best service to their customer base while not spending enough time

on making sure their staff are engaged.

Join Sit-Down’s

Director of Research & Production, Byron Connolly; Tabcorp’s Head of

Wagering & Media Customer Service Centre, Mary Durkan; and :Different’s

Strategy and Operations Director, Sian Rowlands for a panel discussion on

why you should look at EX before tackling CX.

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Leadership is the foundation of every business. And as businesses look to retain top talent and fill the talent pipeline, building effective leaders has become an integral part of skilling across the organisation. In a world that has become rapidly virtualised, real-world leadership application training, such as digital coaching, has started to play an increasingly critical role in the employee lifecycle. Hear from a panel of Skillsoft clients to learn about the evolution of leadership development in today’s workplace, how to scale leadership training across the organisation, and modern,

hands-on leadership training tactics that will ensure your employees succeed.

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Some organisations believe that building a good culture starts with making sure their staff members are present at the office. REA Group is taking a different approach to ensuring it creates a workplace culture that works.

REA’s chief people and sustainability officer, Mary Lemonis, will discuss how the organisation is building a more holistic and effective workplace culture. She will talk about how a best practice culture has been rolled out at the online real estate giant, how the company recognises and rewards its staff, and strikes a good balance between in-person and virtual communication between teams.

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True leaders show empathy and try to understand how the mental health struggles of their staff have the potential to impact their work performance. These leaders intervene early when they see cracks starting to show and work hard to find a solution for staff who are facing personal challenges.

Sonya Leyds, head of HR, Oceania and Southeast Asia at Elgi Equipments, will discuss the global programs she created to equip organisational leaders with the tools they need to look after their own mental health and that of their employees. Sonya believes that if you care and look after your team, the result will speak for itself.

Join this session to gain insights to:

• Understanding and helping your employees in their mental health journey in a tough economic environment.
• Educating leaders about the importance of looking after their teams.

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Creating a purpose driven initiative that connects an entire organisation can be a powerful way to drive engagement, motivation & retention amongst employees.

Anushka Methananda – Head of People & Culture at Publics Groupe is going to talk through the case study of the Working with Cancer initiative which has fostered a culture of support and empathy across the organisation.

1 out of 2 people will be diagnosed with cancer at some point in their lifetime

50% of them will be too scared to tell their employers

92% of cancer patients agree that support at work positively impacts their health

Anushka will be discussing how the concept came to be, how it has been brought to life, the challenges but also how you and your organisation can get involved.

The goal is to erase stigma not just in our workplace but many and build cancer supportive workplaces.

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Finding qualified people to do highly technical and physically-demanding jobs, while ensuring the diversity of your workforce, can be difficult. Sydney Water’s head of people and culture, Zubyer Athar, will be discussing the water utility’s approach to closing the gender gap, building a diverse workforce from the ground up, and the potential drawbacks to outsourcing.

Work is changing and many organisations are allowing their staff to do their jobs away from the office. This creates new challenges around how to provide these workers with the same experience and access to systems and software that they would have in the office.

Join Garth Quinn, head of people experience at Healius as he explains how onboarding staff the right way could help you, as a people leader, distinguish yourself from others when you pursue your next role.

Garth will discuss:

• How to develop good onboarding, systems, and processes as well as engagement to keep your workforce from leaving your organisation.
• How to keep desk-less employees engaged.

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Since 2020, work has changed dramatically. Hybrid work environments and more flexible employment agreements are giving workers more choices around where they work. This means employers are having to work harder to attract and retain staff.

Join Kerryn Champion, head of talent at Amgen as she discusses the best strategies to retain staff, particularly younger people who have different ideas about work.

Join this session to gain insights to:

• Creating a balanced working environment to find the best talent  
• Retaining staff in a post-covid and mid recession environment.

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City of Canterbury Bankstown’s director, people and performance, Simone Robards, is studying counselling so she can gain a better understanding of what are known as ‘psychosocial hazards’ in the modern workplace. These hazards are described as anything that can impact the health of a staff member such as bullying, aggression and violence, a lack of clarity around a role, poor job design or change management, or limited support from a manager.

A broad focus for Robards is helping staff become more resilient by putting in place guard rails that protect staff from burnout and these other potential hazards by strengthening social connections across the western Sydney council.

Join Sit-Down’s Shahida Sweeney and Simone Robards as they discuss how City of Canterbury Bankstown is helping council staff deal with common mental health pressures in the workplace.

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