Marcus Powe Phd
Managing Director
EIC Growth

Keynote 1  “Mining Excellence in Customer Service”

Great Customer Service, Great Process, Great Product; a Powerful Combination to grow your organisation, keep customers happy and your competitors wondering what happened! Today customers and stakeholders are looking for organisations that are clear about their direction, have simplified their offerings and are transparent in what they can and cannot do. This address will weave powerful drivers to focus on the fundamentals and help everyone remember to simplify, to find the essence of their offering or service and energise relationships with their customers.

Chris Dancy
Digital Media Director
Pink Elephant (USA)

Keynote 2  “Customer Engagement is in the Palm of Your Hand”

Today, as the world spins into the abyss of Facebook, Twitter and other social media tools and mobile devices, do you wonder if IT organisations are using these tools? The answer is YES! In this session see in REAL TIME the world going on right inside your organisation in the palm of each of your customers and IT Staff.

Dr Fiona Wood OA,
2005 Australian of the Year

Keynote 3  “Harnessing the Energy to Lead”

Finding the energy for motivation can be difficult and the factors sparking that energy are unique to each individual. So where can we draw from to inspire us to take an extra step, to engage in solving a problem and not walk away? Inspiration, like original thought, comes from many directions in many forms. The key is to be receptive, to learn from today to make sure tomorrow holds the promise of improvement, and to engage and lead those in your team.

Tim Sheedy
Senior Analyst & Advisor Forrester Research

Keynote 4  “Business Technology in 2020: IT’s Future in the Empowered Era”

Over the next 10 years, the global business climate will transform in ways so profound that business as we know it will forever change taking with it the IT organisational structures and business relationships we take for granted. Firms are entering a new era — the empowered era — where the changes won’t be in pockets, but instead will pervade every part of a business. The old models of IT won’t work in 2020 - a new path is needed to leverage new technologies in a manner compatible with existing enterprise needs and existing assets.

Rob England
Managing Director
Two Hills (NZ)

Keynote 5  “Cowboys, Acrobats & Rainmakers”

Decades of hard-won controls over our IT production environments are under assault from radical new forces, including Agile, DevOps, SaaS, Cloud and social media. A new world is arriving at a remarkable pace. In that new world we will no longer control what happens in IT. We can’t control what developers do, what the business units do, what our suppliers do, what our users do. We can’t even control where our servers are. We don’t know where our data is, where our users are, what platform the users are on, where the apps are. What does the IT function within our organisation look like in that new world? What are we for? Do we even need IT anymore? Rob England will answer these questions for us.

Peter Doherty
itSMFA Director Certifications

Keynote 6  “Thank God (ITIL) You’re Here”

You have seen the TV show, now see it live on stage and in the context of Service Management! Nobody is safe! Luminaire and practitioner alike will be pitted against real life situations across the Service Lifecycle to see how they would approach and resolve the scenario. And it will be a lot of fun as the audience will choose the winners. If you like theatre sports or other events where you have to think very quickly on your feet, you will love this!

Pauline Angelico
Managing Director Plus Green IT
(Singapore)

Keynote 7  “Your ‘Green-ness’ is Under the Spotlight So Pay Attention!”

Whether you are the CIO, work in the IT department of your organisation, hold a position in a data centre, or you work for an IT service provider, this presentation will examine the overall need for your organisation to adopt a Green IT Strategy and provide knowledge on how you can improve your Green IT credentials. It will explain what is meant by Green IT, why it is a relevant, and elaborate on opportunities, not only to reduce environmental damage, but to also reduce cost, increase efficiencies and provide some quick wins for Greening Your IT!

Keynote 8  Hypothetical - “Why Do IT Projects Succeed or Fail?”

Moderated by Rob England

A major cause of IT’s appalling track record for implementing projects is our failure to budget or plan adequately for the people-related aspects (recall the old People-Process-Technology), such as: consultation, requirements, ownership, accountability, transparency, Fair Process, communications, culture, celebration, training, motivation, measurement, coaching, feedback...with unacceptable consequences.

This Hypothetical will propose that the basic solution to the problem is to get honest about budgeting projects. They will cost more, full stop. More of them will never get off the ground due to lack of funds (culling). But more will succeed delivering a genuine VOI.