13 - 14 June, 2018 | Melbourne, Australia

Nigel McGarrick

Head of Business Centre
Sydney Water


11:00 AM Case Study: Developing a Customer Centric MultiFunctional Business Centre from a Decentralised Model

This session will explore the journey of building a multifunction business centre by bringing together Supply Chain, HR, Procurement, Fleet, Facilities, Concierge Services, IT and Business Services to deliver truly customer centric services in a highly unionized environment.
  • Putting the Customer at the heart of the business from Strategic, Core Business and Enablement
  • Change management: Engaging all stakeholders from employees, customers, shareholders and the union
  • Demonstrating value to attain union support
  • Measuring improvement by applying contact centre measures and customer satisfaction surveys


Check out the incredible speaker line-up to see who will be joining Nigel.

Download The Latest Agenda