Nicola Chrisp
Head of Customer Engagement
Toitū Te Whenua Land Information New Zealand
A systems thinker, designing and delivering services that delight - built with people, for people, Nic has spent over 20 years working with customers in the private, not-for-profit and public sectors.
A strong believer in the power of connection, it's Nic and her team's job to listen and understand customers, enabling those closest to the problem to take part in finding the solution, making it simple and easy for customers to transact with the New Zealand Government and ensuring customer touchpoint data feeds the insights engine that drives smart business decision-making.
Currently Head of Customer Engagement at Toitu Te Whenua - Land Information New Zealand, Nic is working alongside the business in its highly successful and well-recognised transformation of Landonline, ensuring it remains a world-class property system, that information about land in New Zealand continues to be trusted and becomes more available
SESSIONS
Day 1
9:30
Keynote Panel: Beyond the Buzzword: Implementation of AI Across Contact Centre Operations and Efficiencies
How AI and ML are revolutionising customer service, leading to increased customer satisfaction and loyalty.
Utilisation of AI in contact centre operations for streamlining processes.
Automating workflows and process automation, to reduce handling times within contact centres.
How can AI forecast customer needs and identify cost-saving opportunities for enhanced cost efficiency.
Moderator: Nicola Chrisp, Head of Customer Engagement, Toitū Te Whenua Land Information New Zealand
Mo Odedra, GM of Client Experience, Fisher Funds
Priya Thurai, Head of Insights, Watercare Services Limited
Paulo Gottgtroy, Head of Decision Science & Analytics, Mercury NZ