Speakers

Ross Dawson

Futurist, entrepreneur, keynote speaker, strategy advisor, and best-selling authorphoto01

Ross Dawson is globally recognized as a leading futurist, keynote speaker, entrepreneur and authority on business strategy. He is Founding Chairman of the Advanced Human Technologies group of companies, including the leading future research and strategy firm Future Exploration Network.

Strong global demand has seen Ross speak about the future to business and government leaders in 27 countries and lead executive education programs at top universities worldwide. He is a best-selling author of books including the prescient Living Networks, which foresaw the social networking revolution, as well as Trends in the Living Networks, ranked as one of the top business blogs in the world.

 

David DimentDavid Diment

David has been a Deputy Commissioner in the ATO for over ten years.

David’s experience across different parts of the office has given him a great appreciation for the complexity of the work undertaken by the ATO, in particular the focus on delivering excellent service for the community of the ATO and elsewhere.

David has responsibility for a broad range of client services including phones, debt, registrations, processing and accounting work falls into his current responsibility as Deputy Commissioner, Service Delivery.

Externally, David has represented the ATO on a range of steering committees and consultative forums.

David is a graduate of Sydney University.

Kristi Mansfield                                                                     Kristi_cropped

Kristi Mansfield is an influential social innovator and commentator on customer experience, design thinking, social innovation and entrepreneurialism. As Managing Director of Fifth Quadrant, Kristi leads a team of strategy, design and research management consultants who work with organisations to better understand the customer, design a future customer vision and operationalise customer strategy.

Kristi has extensive expertise in opening new markets for software and digital start-ups in Australia and Asia. She works closely with US-based technology companies and start-ups entering and growing business in Asia Pacific

Kristi has a Masters in Social Investment, is a published author and media commentator on social investment and entrepreneurship, and sits on four boards.

Andrew Verall

With over 14 years commercial IT experience, Andrew holds a valuable cross-sector understanding of Project Management in relation to complex technical programs. Andrews expertise lies in Workforce Optimisation, e-services, Health and Outbound across verticals of Government, Telco, Airlines, Gaming and Outsourcing.

Joining Genesys over 8 years ago, Andrew has experience of working in both the EMEA and Australia markets across Professional Services, Solution Engineering and Business Consultancy.

Andrew acquires a true passion for customer experience, working with organisations around the world to unleash their expertise to the market and become truly innovative in their CX operations.

Malcolm ThompsonMalcolm Thompson

Malcolm Thompson is Director of Genesys Strategic Solutions Practice across the Asia Pacific region, focusing on the development of the market for new strategic and growth solutions, including Workforce Optimization, Digital channels, Workload Management and SIP. Malcolm has over 25 years of industry experience across Retail Banking, Government and Telecommunication verticals. Malcolm holds a Bachelor Degree in Electrical Engineering (Hons) from UNSW, and a Graduate Certificate in Software Engineering from UTS. He can be reached at Malcolm.thompson@genesys.com

James Iansek

James Iansek, Head of Customer Service Design & Innovation, Bupa Australia.

James has ten years’ experience in the Health Insurance Industry.

A self professed Operations ‘nerd’, James is passionate about operational design as a discipline. Key deliverables for operational design include operational process development, technology that removes complexity, giving our people ownership and content management; with a relentless focus on enhancing these capabilities to make it better for customers.

Over the last year, James has built a new operational design team for Customer Service at Bupa, the first of its kind. This team supports delivery of process change initiatives, continuous improvement, strategic projects and design disciplines across 450 people, spanning the contact centre, claims, social media and customer administration teams over three sites nationally.

At the mid-way of Bupa Australia’s claims transformation journey, James has led thinking and delivery in the transformation of Bupa Australia’s claims teams with a focus on simplicity, efficiency and transparency of the function for both Bupa and its customers.