How your service providers have a critical impact on your Customer's Experience

In today’s hyper competitive business environment, most organisations are actively developing capabilities to differentiate themselves in the way they interact with their customers. Organisations must now connect with their customers through richer engagements that have absolute predictability. To achieve this Customer Experience driven mandate, organisations must be able to back service obligations with suppliers for all Customer Experience impacting service deliverables, in real time.

In the shift to quality Customer Experience with predictability, organisations must now define more precise measurements of contractual service quality with their suppliers. This industry transformation often leaves organisations feeling overwhelmed by the magnitude of data points that need to be analysed, vendors to be considered and people change processes that need to be restructured to support quality of service outcomes in procurement.

Reuben’s great passion is helping customers take practical steps to improve their ability to contract quality with Service Providers. Reuben helps his customers to achieve strategic partnering outcomes through data driven, contract measurement processes, that occur in real time.

Today, Reuben’s clients span retail, manufacturing, mining, government and financial services sectors. Reuben brings a pragmatic approach to negotiating the alignment of contract baselines with data analytics, to achieve vendor management and predictive quality outcomes. Reuben helps organisations to define where they are now, where they need to be tomorrow and the steps they need to take to develop theirs’ and their supplier’s ability to contract for Continuous Improvement and Customer Experience driven outcomes.

Reuben leverages 22 years of experience across ICT Service Delivery, Vendor Contract Management, Continuous Improvement, and Application Performance Management, to assist organisations align contracts, technology, people and processes for Customer Experience transformation.

As the current CEO of Ikara with prior leadership roles in Riverbed, Fujitsu, Telstra & Optus, Reuben has diverse experience in the use of technology, to achieve procurement and quality of experience outcomes.

Session times outlined below.
• 17:30PM Drinks & food provided.
• 18:00PM Contract for Continuous Improvement and Customer Experience driven outcomes - Reuben Bennett, Ikara
• 18:30PM Q&A
• 18:45PM Break – drinks & food provided (network time)
• 19:00PM Close- (Those that wish to continue networking are welcome to stay).