26 - 27 September, 2018 | PARKROYAL Darling Harbour, Sydney, NSW

Michael Merciaca

General Manager Customer Information & Intelligence
Sydney Trains

2:00 PM Leading a Successful Customer Service Mobility Strategy at Sydney Trains

Sydney Trains is taking full advantage of technology to transform it’s customer services and back of house processes. The results of this transformation were outstanding, with customer satisfaction being increased from 78% in 2013 to 90% in 2016. This ambitious project encapsulated 1500 frontline customer experience staff, the delivery of a Customer Information Management Strategy valued at $20 mil annually and management of 40 000 items of customer feedback per year! In this session Michael will explain how he lead the collaboration of people, processes and technology to ensure this transformation was a success:

  • People: how to create a culture of innovation and collaboration which can facilitate large scale change
  • Processes: increasing the efficiency of back of house processes
  • Technology: integrating new technologies to enhance UX of Sydney Trains Services