31 May - 01 June, 2017 | Bayview Eden, Melbourne, VIC

Joanna Browne

Director AcademicServices
The University of Auckland


9:50 AM JOINT PLENARY PANEL DISCUSSION : Student Centric Design: Requirements for Creating a Support Platform for Boosting Student Experience in order to Engage and Retain

The increasing level of student diversity, the increasing costs of delivering HE, the reduction in government/ state funding and resource constraints means delivering an excellent quality student experience has never been more challenging. The HE market has become increasingly competitive and students have become more demanding and better informed about what support services they expect to receive whilst studying at university. As a result, institutions need to provide an excellent quality student experience to increase attraction and retention. This panel discussion will bring together support service experts as well as
  • Understanding student expectations, needs and requirements in order to establish effective support services
  • Personalizing learning and teaching experience as well as student services
  • How can you create a true end-to-end solution, that has the ability to be scaled across the institute, and has the required balance for increased engagement, satisfaction and student centric service delivery

12:10 PM PANEL DISCUSSION: Developing a Customer Service Culture within the Delivery Team for Increasing Student Satisfaction Ratings

In order to develop a customer service culture within the teams there will need to be training programs for student administration services staff and academic program advisors to inculcate a customer service ethic. This panel will let participants discuss best practice for developing a customer service culture for long term success.
  • Changing the current mindset and moving beyond the traditional 9 to 5 model for operating as a customer centric organization
  • Developing a hub for providing transparent and accessible support base for students
  • Rewarding excellence in customer service


Check out the incredible speaker line-up to see who will be joining Joanna.

Download The Latest Agenda