Michelle Shiers Chief Customer Service Officer

Michelle Shiers is Chief Customer Service Officer for Telstra’s international division, based in Hong Kong. She has over 35 years of customer service experience, 26 of those years have been spent within senior roles within the telecommunications and IT industry. With a passion for working with people and teams to deliver exceptional customer service, Michelle is responsible for delivering world class service to Telstra’s international enterprise and wholesale customers by focussing on customer needs, uplifting our people capability to build service management capability ultimately improving our customer experience and advocacy.

Prior to moving to Hong Kong in 2014, Michelle held various leadership roles at Telstra in Australia across operations, business and government, IT and enterprise and service business units. Her strong consultative and empowering leadership style, has resulted in the development of many successful and effective teams, exceeding both company and her personal objectives.

Michelle holds a Graduate Certificate in Management and a Diploma in Project Management from Southern Cross University.

Day 2

09:00 AM Panel discussion: Driving transformation in customer experience across different sectors of the SEA countries

Building your company’s CX philosophy. Discussing the challenges in formulating CEM strategies in every specific country. The journey to becoming a customer-centric organization. Developing a CX function to help align customer service, marketing and sales.

09:30 AM Case Study: Engaging employees to cultivate a strong customer culture and ensure outstanding CX

Linking employee motivation with the organization’s CX delivery. Optimizing employee and workplace experience to truly transform operations and improve interaction with the customer. Leveraging staff insights through Voice of the Employee programs.