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Sessions

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Stream 2
Imagine if We Could Predict Growth and How to Re-Skill Our Employees to Fill Demand
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query_builder 11:40 - 12:10 | Event time (GMT+11)
query_builder - | Your time (GMT)
place Online Session
card_travel Speaker Session
mic English
Imagine if We Could Predict Growth and How to Re-Skill Our Employees to Fill Demand
How to predict demand to help people re-skill in time to further their careers and become even more relevant for the future. Telstra's current proof of concept will explore how they orchestrate people outcomes that are values-lead, and really speak to joining for a career not just a job.

3 key learnings for this session include:

1. Learn about how Telstra is tackling their approach to re-skilling
2. Learn about what re-skilling and up-skilling are, and why they are important
3. Learn about Telstra’s approach to pathways to support re-skilling
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Stream 2
Driving Business Value from Talent Analytics
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query_builder 11:40 - 12:10 | Event time (GMT+11)
query_builder - | Your time (GMT)
place Online Session
card_travel Speaker Session
mic English
Driving Business Value from Talent Analytics
For a variety of reasons, Johnson & Johnson has always sought to drive the cross-pollination of talent between business units. Historically, the business have only been able to reactively benefit from the movement of talent internally, however through the use of both internal and external data, are now able to utilise analytics to deliberately facilitate the movement of talent between business units. This session will address the business case of movement between operations and quality and compliance.

3 key learnings for this session include:

1. Applying data analytics to create a solution to a long-standing talent challenge
2. Utilising internal and external data to create a manageable pool of benchmark data
3. Exploiting analytics to deliberately move talent to the benefit of the business
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Stream 1
Digital Workplace and Organisation Design
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query_builder 10:50 - 11:20 | Event time (GMT+11)
query_builder - | Your time (GMT)
place Online Session
card_travel Speaker Session
mic English
Digital Workplace and Organisation Design
An organisation’s digital workplace has an increasing impact on employees’ experience, performance and productivity and yet is an area of people technology in which HR often has little role. It is therefore useful to understand how the digital workplace integrates with more common aspects of HR’s work, and in particular, our responsibilities for effective organisation design. The digital workplace needs to be deeply integrated with other organisational enablers if its full potential impact is to be achieved. Digital tools and ways of working change the organisation and its culture, enabling people to work in projects, communities and networks, and can reduce the need for hierarchical structures and approaches.

But in its turn, the organisation deeply influences the way and the extent to which people respond to digital transformation. A key requirement is to define the most important type of organisational group or network, so that the digital workplace can deliver a quality experience to these, as well as to individual employees and contingent workers. This session will suggest that businesses need to approach digital projects as organisation design. Doing this starts with articulating the required digital capabilities and desired cultural outcomes and using these to guide changes in the organisation structure, people, leadership, processes, technologies and other enablers. The approach means that HR needs to work closely alongside IT and digital and leads to a more effective workplace and higher levels of performance.

3 key learnings for this session include:

1. Align the digital workplace with business and employee needs
2. Gain insights into modern organisation design and the way these can support decisions on people technology
3. Understand the role of different groups and networks in organisational effectiveness and the consequences for the digital workplace
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Stream 3
Delivering Digitally Driven Programs for a Digitally Literate Workforce
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query_builder 13:10 - 13:40 | Event time (GMT+11)
query_builder - | Your time (GMT)
place Online Session
card_travel Speaker Session
mic English
Delivering Digitally Driven Programs for a Digitally Literate Workforce
David Jones is revolutionising its current training model to move away from its dated and fixed training schedule to offer a more flexible and modern digital experience. Implementing a learning management system (LMS) to provide a seamless online training course will allow the business to offer programmatic learning programs to deliver high value transformational projects for training, upskilling and reskilling digitally capable employees.

3 key learnings for this session include:

1. Why David Jones decided to implement an LMS and how it will transform their business
2. The benefits of offering a blended learning approach to training through an online learning platform whilst incorporating an “old school” networking and collaborating space
3. Plans to scope and create better training processes through employee ‘Knowledge Champions’ by converting their knowledge into AI to share with peers throughout the learning process
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Stream 2
Ultimate Customer Conversations: From Challenge to Change
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query_builder 13:10 - 13:40 | Event time (GMT+11)
query_builder - | Your time (GMT)
place Online Session
card_travel Speaker Session
mic English
Ultimate Customer Conversations: From Challenge to Change
Customer conversations are core business for UBank Customer Contact Centre Advisors. It’s why they’re here and what they do – dozens of times each shift, via multiple channels, supporting multiple products. Advisors are at the forefront of UBank’s mission to Deliver the Ultimate CX.

Previous attempts to embed customer conversation standards haven’t been successful as our CX was inconsistent. Together, L&D and Contact Centre Colleagues drew on lessons learned and applied design thinking principles to develop a holistic framework and approach to enable Ultimate Customer Conversations (UCC).

After starting with the “why”, we defined what ultimate means in the context of customer conversations. Next, we developed the “how”: initial learning and development > on the job enablement > actionable insights for continuous improvement. UCC creates conditions for success through an ecosystem of people, process, tools and data. Today, UCC is how we work, and it works for our customers (improved customer conversation efficiency and effectiveness) and our colleagues (improved colleague engagement, relationships and wellness).

3 key learnings for this session include:

1. Simple and obvious may be exactly what’s needed
2. Context, connection, consistency and clarity are more powerful value drivers than the shiniest “toys”
3. Metrics matter – don’t be scared!
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Stream 3
Skills Growth – Growing Our People and Their Careers in the Public Eye
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query_builder 11:35 - 12:05 | Event time (GMT+11)
query_builder - | Your time (GMT)
place Online Session
card_travel Speaker Session
mic English
Skills Growth – Growing Our People and Their Careers in the Public Eye
Fonterra is ensuring they develop their people in line with technical and digital innovation. In 2019, Fonterra pledged to the New Zealand government that they would not only double skills growth hours delivered by 2025, but also disclose their investment publicly. They had no idea how they would go about this but with their chosen technology, had a good platform to start. From building a community of practice to a reporting platform and telling the story of their people’s skills growth, this is how Fonterra approached the NZ Skills Pledge.

3 key learnings for this session include:

1. Approach to a challenge with learning data and learning systems
2. Turning data into stories – capturing the true purpose and intent of a new initiative
3. Building networks to add value across organisations
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