Investment and development for operators, developers, government and investors
Conference Day Three, Wednesday 29 February 2012
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| 08.30 | Welcome coffee | ||
| 09.00 |
Opening remarks from the Chair
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Customer management and experience | |||
| 09.10 |
Placing the needs of the customer before the needs of the train to ensure the loyalty of commuters
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| 09.40 |
Case study: Smart Technology improving the customer experience for Melbourne’s bus users Mr Chris BrightChris is employed at Victoria's Department of Transport as the Manager of the SmartBus Program and has worked on the program for approximately 4 years. He is also leading the management of a similar bus program for the Manningham region of... more.. Mr Stephen FranklinStephen is the Digital Product Manager at Metlink, where he is responsible for taking digital customer information tools from strategic vision through to product delivery. In the last three years his focus has been on developing smartphone apps... more..
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| 10.10 |
Customer Experience: You get what you measure
Kym Lennox, Australian Practice Lead, The Tipping Point Institute | ||
| 10.40 | Morning Tea | ||
| 11.10 |
Panel: Identifying commuters’ needs to enhance their travelling experience whilst maintaining costs and maximising revenue Cr Jackie FristackyJackie Fristacky is Chair of the Metropolitan Transport Forum (MTF) comprising 19 Melbourne metropolitan councils as well as associate members from the transport sector. A Councillor with the City of Yarra since 2002, Jackie was Mayor 2005-2006. ... more.. Mr Anthony EidTony is currently acting Chief Operating Officer for RailCorp New South Wales. This is a pivotal role in the organisation and is responsible for the delivery of all aspects of front line customer service, including: • providing clean, safe and... more.. Ms Samantha HudsonSamantha is Sydney Ferries’ Manager Customer Experience and Marketing. Sydney Ferries’ patronage has grown 10% over the past 3 years as result of operational changes to attract new customers in both commuter and leisure markets and strategies to... more.. Mr Darren Ramia-ToppAs the Customer Experience Manager for Queensland Rail, Darren is responsible for the implementation and management of customer service standards across the enterprise, management of the customer charter, and understanding and translating the... more..
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| 11.50 |
Is the Customer Always Right?
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Communications, marketing and brand | |||
| 12.20 |
Case study: Learning from Kmart’s successful marketing campaign
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| 12.50 | Lunch | ||
| 13.50 |
Panel: Getting rid of the ‘Inefficient Integrated Transport’ stigma to increase public transport use Mr Greg McGannGreg's team includes marketing and community support staff located at our eight tram depots as well as Customer Service Employees and Authorised Officers. With more than 20 years experience in the public and private sectors both within Australia... more.. Ms Dionne LewVicRoads is placing customers at the centre of decision-making, determining what they want from us when and how. Digital is a key channel for customers, and helps us deliver on our business outcomes. Dionne Lew is a creative thought leader... more.. Mr Jonathan MetcalfeJonathan Metcalfe took up the post of CEO of Veolia Transport Australasia in December 2009 having served as Executive Chairman of Veolia Transport’s metropolitan rail business in Melbourne (CML) from January 2008. With extensive experience in... more..
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Future transport | |||
| 14.30 |
Incorporating EVs into a city’s wider infrastructure plan
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| 15.00 |
Round Tables Mr Terry Lee WilliamsTerry Lee-Williams has worked in transport strategy for the private and public sector for 20 years, as a consultant, an advisor and senior manager. Terry has extensive experience in intelligent transport systems, operations management, major... more.. Dr Paul TranterPaul is an Associate Professor in geography in the School of Physical, Environmental and Mathematical Sciences at UNSW@ADFA (the Australian Defence Force Academy), where his research and teaching interests are in the areas of transport geography and ... more.. Mr John LeeTourism & Transport Forum (TTF) Chief Executive John Lee has overall responsibility for the development and implementation of TTF’s policy, public affairs, research and corporate services agenda. John’s career to date has spanned a range of... more.. Mr Todd WilliamsTodd Williams was appointed Chief Executive Officer of Regional Development Australia - Hunter in January 2010. RDA Hunter marks a new beginning for regional advocacy and provides a single voice from the region to all levels of government. RDA... more..Roundtable 1. Road use priority: using spare capacity for Roundtable 2. The Urban Speed Paradox: time pressure, cars Roundtable 3. How efficient public transport bolsters tourism Roundtable 4. The impact of high speed rail on Australia’s | ||
| 15.40 | Afternoon tea and conference close |
