Conference Day One: Tuesday, 6th March 2018
8:15 am - 9:00 am Registration and Morning Coffee
9:00 am - 9:10 am Opening Remarks from the Chair
9:10 am - 9:50 am CASE STUDY: Designing An Employee Experience Roadmap for an Extraordinary Client ExperienceAmanda Vining, Employee Experience Leader,Aurecon
Client experience is a competitive differentiator in the construction and engineering sectors. Employee experience and talent are key factors that impact this.
Another concern is attracting talent – they are looking to create an employee experience that gives them an edge over other firms. Aurecon is working on its employee experience framework to drive and support its growth strategy. This presents a major shift from the old way of working and culture. They are using Design Thinking to drive the shift. This session will look at their journey so far.
- Conducting research with clients to uncover the key attributes that they want to see in their consultants
- Interviewing internal stakeholders and business unit leaders to form a link between high performance and culture
- Identifying the key principles for a culture in which employees can flourish
- Getting buy-in and support
Amanda ViningEmployee Experience Leader
9:50 am - 10:30 am Increasing Engagement through Inclusiveness and Collaboration: An Insight into Australia Post’s GrapevineLauren Trethowan, Head of Enterprise Culture Talent, Culture and Innovation,Australia Post
Australia Post’s Grapevine sessions brings together groups of about 100 people from across different levels and business units. It encourages them to discuss enterprise values, new ways of working, achievements, challenges and new ideas. It enables people to connect as individuals with those internal and external of their business unit. It takes them away from their desks for a 2 day experience, and once back at the office they are refreshed, reenergised and focused to give their work their all. The Grapevine sessions have increased employee engagement by 13%.
- Curating an interactive and collaborative session for your employees: Understanding what they would like gain to build engagement
- Working with business unit leaders and managers to build involvement
- Collecting feedback and evaluating its impact on employee engagement
- Applying principles of the grapevine sessions to other employee experience programs
Lauren TrethowanHead of Enterprise Culture Talent, Culture and Innovation
10:30 am - 10:50 am Speed Networking
A structured interactive session designed to help you expand your network through one-on-one focused conversations.
10:50 am - 11:30 am Morning Tea
11:30 am - 12:10 pm PANEL DISCUSSION: Understanding the Link between Happy, Engaged Employees and Customer ExperienceNicolle Strauss, Chief People Officer,The Iconic Vicki Leaver, Director of People and Organisational Development,Legal Aid NSW
Richard Branson says, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”
An increasing number of organisations are focusing on their employee experience strategy in a bid to improve customer experience. But what are the facts? And how do you ensure you employee experience in improving productivity and customer experience.
- How do you establish a link between happy employees=happy customers
- How do you identify key factors of employee experience that impact customer experience
- Getting customer feedback on their expectations of the employees on the frontline
Nicolle StraussChief People Officer
Vicki LeaverDirector of People and Organisational Development
Legal Aid NSW
12:10 pm - 12:50 pm Promoting Diversity in the Workforce: Attracting Women and Younger Candidates in a Traditionally Male Dominated IndustryPaul Birch, Director People, Culture and Safety,Transdev
The transport industry, which is dominated by men, is in a challenging position as most of its workforce approaches retirement. Transdev is looking to revamp its workforce to include more women and younger graduates. In fact they have a goal to achieve a target of 50% women in the workforce by 2022.
The reason for this is that with a significant number of the existing workforce approaching retirement, it is critical that they have a pipeline of skilled talent to take over. As with growing the female workforce – to deliver a great customer experience, it is important that the workforce is a reflection of the customer base. This session look at their journey so far.
- Changing the dynamics of the work culture to be more inclusive and welcoming to gender, age and cultural diversity
- Creating a new Employee Value Proposition to appeal to younger demographics and women
- Understanding how to attract millennials and women
Paul BirchDirector People, Culture and Safety
12:50 pm - 1:50 pm Networking Lunch
1:50 pm - 2:30 pm Maintaining and Recreating a Start-up Feel in a Rapidly Growing BusinessNicole Ashe, General Manager, People and Culture,Prospa
Aon’s Best Employer in 2017 Prospa is a rapidly growing SME with having grown from 48 employees in 2016 to 141.
This session will investigate how it has set the benchmark for the best employer in 2017. It will investigate growing engagement, maintaining the feel of a small business within a fast growing organisation and the crucial role played by leadership.
- Creating the voice of the employee
- Maintaining the small business feel: Keeping your employees informed
- Building engagement through leadership
Nicole AsheGeneral Manager, People and Culture
2:30 pm - 3:10 pm PANEL DISCUSSION: Promoting Inclusiveness and Diversity in the Workplace and Driving Superior PerformanceAlison Woolsey, Diversity and Inclusion,Clayton Utz Stig Bell, Director of People & Culture,SBS
More organisation are recognising the importance of diversity and inclusion in the workplace particularly its impact in attracting and retaining client and customers.
There’s a fundamental link between your customer
demographic and employee demographic. This session will explore the practices and strategies to promote diversity in businesses and sectors that are traditionally dominated by single genders, sexual orientation and religious and ethnic backgrounds to drive better engagement with shifting customer demographics.
- Addressing the importance of diversity and inclusion in the workplace
- Creating an interface that present opportunities for growth and development for minority groups
- Strategies to increase attraction and engagement with minority group
- Promoting inclusiveness and diversity across all recruitment, communication platforms and leadership
Alison WoolseyDiversity and Inclusion
Stig BellDirector of People & Culture
3:10 pm - 3:40 pm Afternoon Tea
3:40 pm - 4:20 pm Setting the Employee Value Proposition and Providing Fulfilment to EmployeesNiall Ryan-Jones, Head of Employee Experience,Harrods (UK)
Harrods is a luxury department store in London, UK. The store occupies a 20,000 m2 site and has 330 departments covering 90,000 m2 of retail space. It employs 12,000 employees with a revenue of about 769 million pounds.
It also won the 2017 Employees’ Choice award for Best Employer ( glassdoor) and has seen engagement increase from 60% to 85%, which is an industry high. This session will investigate the strategies and practices to druive employee fulfillment and driving them to be their best.
- Establishing the Employee Value Proposition as a reflection of your customer brand
- Understanding the activities and practices that add value for your employees
- Exploring Corporate Social Responsibility, Corporate Health Services and Benefits and Recognition to boost employee engagement
- Identifying bureaucratic barriers that water down the employee experience
Niall Ryan-JonesHead of Employee Experience
Champagne Roundtable Discussions
Break into four groups and discuss the following topics in detail. Each discussion topic will focus on the topic they choose to participate in. After 20 minutes of discussion, each group will have one member present the major themes that were discussed in the session.
Table One4:20 pm - 5:00 pm Aligning Employee Experience with Client Experience
How do you establish a link between employee experience and customer experience and why is it important?
Table Two4:20 pm - 5:00 pm Ensuring the Physical Workplace Creates a Great Employee Experience
Maximising the positive impact of a workplace on performance and engagement.
Table Three4:20 pm - 5:00 pm Measuring the ROI of Employee Experience
Understanding how your employee experience impacts business result.
Table Four4:20 pm - 5:00 pm Capturing a Small Business/Start-up Feel in a Rapidly Growing Business
How to ensure employees feel that they are part of a team and part of something exciting and ground breaking.