Day One: Tuesday, 29th September 2020

Essential Track

9:00 am - 9:10 am Welcome remarks from SSON and Conference Chair

As part of transforming enterprise service provision, businesses must first consider the structure of their current service model. This session will bring leaders together to outline how to build a customer-centric model which is scalable.

• Evolving service delivery models that drive agility and scalability

• Electing the right model for your organisation and designing with key stakeholders in mind

• How automation and intelligence can improve both product and employee experience

• Understanding your customer and core service promises


Melissa Hankinson

Deputy Director Quality & Service Improvement
University of Canberra


Brett Holmes

Head of Shared Services
BlueCross Aged Care


Nigel McGarrick

Head of Business Centre
Sydney Water


Warren Elsworth

Group Finance Director & Company Secretary
Grace Removals Group

9:40 am - 10:10 am Insights as the Integral Piece of the Business Partnership Puzzle: How to Partner with your Organisation to add Insights and Value from Data, Improve the Employee Experience whilst also Delivering Efficiencies in Travel

Todd Shipp - Head of Marketing and Sales, Cabcharge

• Delivering real value add and a customer centric quality of service

• Create better visibility around how your organisations spends

• Understanding what data is important to measure, in order to find efficiencies and gain competitive advantages

• Empowering internal customers and what this means for transformation


Todd Shipp

Head of Marketing and Sales

10:10 am - 10:20 am Break

Premium Track

10:30 am - 2:15 pm Are you a premium digital pass holder? Email us at for your premium digital experience kit