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Event Overview - Improving Customer Experience

“What’s customer experience got to do with procurement”?

No doubt that will be the question on the lips of many procurement professionals seeing the “Improving Customer Experience” theme that drives the programme at the PASA NZ procurement conference.

“Everything” is my reply. Allow me to explain.

Every time we have asked NZ procurement practitioners about the biggest challenges they face, the leading answer has had something to do with stakeholder engagement or management. Always in the negative ie: They (stakeholders) don’t appreciate us, they don’t recognize the value we bring, they don’t bring us in early enough, they don’t bring us in at all, they actively avoid us etc etc.

Some four years ago PASA’s theme for the year encouraged procurement to change how it viewed its stakeholders, suggesting that we might make greater progress if we regarded them as customers. After all, we do provide a service to them.

Furthermore, we encouraged the idea that how we relate to suppliers should fall into a similar category, particularly if we want to develop genuine partnerships with suppliers and work with them to foster innovation and eliminate waste.

But changing our mindset to think of our stakeholders and suppliers as customers of our services is not in itself enough. It is only effective if we act on that new mindset by ‘Improving our Customers Experience’ of how they deal with us in procurement.

Getting the customer experience right is not a problem unique to procurement. I believe that any area of business that does not adopt strategies to better understand its customers, to map their journeys and understand how, where, why, when and what impact they have on them will soon be history.

The old paradigm of procurement being all about savings targets and managing risk will soon be history. For the procurement function to thrive it needs to be an enabler and adviser to the business, understanding and delivering on the what, where, when, how and whys of its customers.

By attending the PASA NZ Confex you will hear from a number of practitioners who have outstanding stories to tell in relation to customer experience. You will also learn lessons from customer experience experts from other fields that you can apply to improve how your customers experience dealing with you. In addition to the keynote presentations, day one will also include round-table and interactive discussions designed to provide you with insights and actions that you can use back in your business.

Day two features two half day workshops, one focussed on how you deal with your internal customers/stakeholders entitled ‘Influencing for Results’, the other from the leading SRM consultancy in the world on “How you become a customer of choice’.

At PASA, we believe in driving the future agenda for procurement. If you want to be part of that future, you should attend the NZ Confex.

I look forward to seeing you in Auckland,

Nigel Wardropper
Managing Director, PASA

Key Issues Covered

• Who exactly are our customers?
• How procurement can improve our customer’s experience
• What are our customers “hot buttons”?
• Increasing stakeholder engagement
• How to drive a shift within culture and practice in the procurement function
• How to elevate and equip you for the future of work today

Reasons to attend

  • Understand why ‘Improving customer experience’ is critical to the future of procurement
  • Learn how to analyse your customers/stakeholders in order to properly understand how you should engage with them
  • Hear case studies from leading practitioners who are already putting these principles into practice
  • Gain insights into how you can deliver improved customer experience through use of technology and social procurement
  • Acquire practical tools to equip you to achieve remarkable results in the workplace
  • Learn how to ‘Influence for Results’ and ‘Become a customer of choice’ in practical, half-day interactive workshops.
  • Network and learn with and from your peers at Auckland’s premier procurement gathering

Who Should Attend?

PASA Conferences attract a broad spectrum of procurement professionals, from Chief Procurement Officers to category and contracts managers. The programme for the NZ Confex should have wide appeal, with content that should be vital to:

  • CPO’s, Heads of Procurement/Commercial, General Managers – essentially whoever is responsible for the managing of the procurement function
  • Procurement managers/officers, category managers, vendor managers, contracts officers/managers, supplier relationship managers, commercial managers, procurement analysts, sourcing managers, procurement/sourcing specialists etc.
  • C-suite Executives with responsibility for procurement – Come along and see what other organisations are doing and gain ideas as to how to draw more value from your procurement function
  • Suppliers – If you work in sales, business development or account management, dealing with procurement, then you should not miss this opportunity to learn more about where procurement is heading and how this impacts on how you relate.

PASA CONNECT is Launching in Auckland

PASA CONNECT is a procurement membership network that brings members together to Meet, define and share best practice through formal round-table discussion sessions based around specific:

• Roles or responsibilities
• Topics
• Categories

There are also a number of other benefits available to PASA CONNECT members such as heavily discounted tickets to events like this.

Having operated in Sydney, Melbourne and Brisbane for the last year, PASA CONNECT is now coming to Auckland.

To find out more click here


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  • Day 1 - Main Conference

    1st August 2018

  • We start the day by taking the pulse of the room in relation to customer experience. Attendees will work together to discuss answers to a series of questions around our internal stakeholder and external supplier relationships, qualifying not only how we measure up in their eyes, but what we might do to improve our standing.

  • The procurement team is using  ‘agile’ methodologies to run a procurement process to select a technology partner for Watercare's strategic transformation project.  The use of agile delivery for the implementation phase, which has meant role modelling behaviours and ways of working to the business and vendors to set them up for the delivery phase, has resulted in unusually high levels of engagement, collaboration and innovation with both internal stakeholders and suppliers.

    • How procurement teamed with senior leadership, programme executives and sponsors to follow a design-thinking approach to the future of Watercare
    • How this shift in thinking was communicated to both stakeholders and suppliers though the STP procurement process.
    • The roles and benefits of having the organisation's first Product owner and 'Scrum master'
    • Customer experience lessons learned through the process

  • If customer service is reactive and customer experience is proactive, how we as procurement professionals treat our ‘customers’ and the experience we create for them is key to running a successful procurement function and team. Andrea will talk on the ‘twisted’ evolutionary path that Procurement at HNZ has taken, sharing insights into the work HNZ does, and how Procurement is working in partnership with internal customers and external suppliers to make a real difference for New Zealanders in housing need.

  • The possibilities with the latest Business Intelligence tools are endless and the speed to delivery will surprise and delight you. See the power of effective spend data visualisation, at both a macro and category level, to drive engagement with senior stakeholders within your organisation.

    • Utilising Microsoft PowerBI, you will see how a picture (especially an interactive one) is worth more than 1,000 words and will drive internal customers towards procurement.
    • What do the components of good data visualisation look like?
    • How can this be used strategically to gain buy-in with stakeholders?

  • As cloud-based technology continues to change the game for businesses all over the world, procurement organisations must adapt to survive. At Xero, providing an exceptional customer experience is not a choice - these values are critical to the company’s survival and success. In this talk, Sarah will reveal how her team succeeds at this: the critical ‘human’ skills that create value, how she has built out and maintained a team brand, and the benefits of hiring polymaths.

  • Are you equipped for the future of work today? Let us elevate you to perform at your best, join us for a session all about you. We will discuss practical tools for achieving remarkable results. Key areas for learning are self-awareness, performance and influencing. Odelle is a key note speaker on human design, who is passionate about authentic leadership, influencing, high performance and building personal connections. She inspires action to accelerate individuals to perform at their best and transforms organisations from the inside out!

  • Social procurement is becoming a powerful tool for not only the growth of the social enterprise sector but also for traditional businesses to get more value from their spend. During this session, we will explore the power of impact and how it is becoming a critical business function - from attracting the best employees, retaining staff, building consumer bases and most importantly contributing positively to our society and environment.

  • This panel session will explore the reality of buyer-supplier relationships, posing questions such as:

    • Has the business mindset towards suppliers changed to view them as strategic partners?
    • If yes, has procurement followed suit?
    • How do suppliers view the experience of dealing with procurement?
    • Why do so many suppliers attempt to bypass procurement?

  • Day 2 - Workshops

    2nd August 2018

  • Half Day Workshop Includes half-hour refreshment break at mid-point

    Influencing for Results

    The ability to influence others both within an organisation and externally is an essential business skill at all levels.  Successfully articulating ideas, creating clear compelling plans and gaining “buy in” and building consensus require knowing and using a certain set of influence practices.

    Join us for a workshop like no other, as it’s all about you!  We will be looking at your influencing skills in these five key areas:

    • Building trust and credibility
    • Understanding the situation and specific needs
    • Presenting ideas and articulating their value
    • Handling objections and gaining agreement
    • Creating long term relationships and effective positioning

    Odelle is a key note speaker on human design, who is passionate about authentic leadership, influencing, high performance and building personal connections. She inspires action to accelerate individuals to perform at their best and transforms organisations from the inside out.

  • You may have heard of the term ‘customer of choice’. Indeed, we have been using it on conference programmes for at least 10 years. But do you really know what it means and why it is important?

    In this workshop Kate will discuss the attributes of being a customer of choice, before asking participants to apply those attributes to their own working examples, both internally and externally, to come up with a plan on how to improve their position as a customer of choice.



Pricing and Discounts

Two-day Tickets (Conference & Workshops)

1-2 = AUD745
3 or more = AUD545

PASA Connect Members
1-2 = AUD445
3 or more = AUD285

Day One only Tickets (Conference)

1-2 = AUD495
3 or more = AUD355

PASA Connect Members
1-2 = AUD275
3 or more = AUD155

Day Two only Tickets (Workshops)

1-2 = AUD395
3 or more = AUD275

PASA Connect Members
1-2 = AUD225
3 or more = AUD145

Register Now


Why you Should Sponsor or Exhibit

The ability to meet your Key Prospects and Clients:
The largest Group of procurement specialists:
Showcase directly to your buyers and key players
• Meet face to face with prospective new clients
• Identify new commercial opportunities
• Maintain brand visibility in YOUR marketplace
• Network with your peers and industry experts
• Establish new leads
• Launch your new products or services
• Keep up with industry advancements
• Assess YOUR competition
• Pinpoint areas for business growth

To discuss which sponsorship opportunities would be best for you contact:

Vanessa Preece
T. +61 490 803 313


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Address: 22-26 Albert St, Auckland, 1010, New Zealand
Phone: +64 9-309 8888