Michelle Shiers

Chief Customer Service Officer
Telstra

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.



9:00 AM Cultivating a Customer-Centric Culture from Within Your Organisation to 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 

9:30 AM Delivering Consistent Customer Experience Across Markets in Asia

·         Building your company’s CX strategy – what are the core values and philosophies and how are you adapting to the changing consumer landscape?
·         Executing customer experience programs across different regions in Asia – reviewing effective localization strategies and pitfalls to avoid
·         Developing a customer-first culture: How are you breaking silos, effecting change and aligning customer experience delivery across different departments, offices and regions?