Giselle Kapp has over 20 years’ experience in transforming the customer journey through people development and process improvement initiatives. During this time, she’s played key roles at Qantas Airways building ‘best practice’ service delivery, training and performance improvement programs. Giselle is passionate about the customer experience and believes we all play a role in delivering a high and consistent level of service to all our customers. Giselle says ‘service excellence is a continuous cycle. Customer and employee feedback serves as a great tool to refine the customer experience’. She believes excellent customer service comes from forging special connections with people and creating value through memorable interactions. When she’s not working and observing the level of service given wherever she goes, Giselle can be found on a yoga mat practicing mindfulness and contemplating her next vacation. On the side, Giselle also enjoys spending time with people who are at their most happiest … their wedding day! As an authorised Marriage Celebrant Giselle also enjoys designing ceremonies that shows the bride and groom’s unique personality and style.
Jennifer has been a lawyer for 25 years, specialising in workplace law, construction litigation, commercial disputes and managing reputation risks. Jennifer spent 15 years at Minter Ellison, and this was followed by over 8 years as a partner at Kennedys. She founded Bicknell Law & Consulting in 2015. Jennifer’s clients include large multi-nationals, insurers, SMEs and individuals, throughout Australia and in the UK, Europe, Asia and the United States. Whilst her practice has primarily focussed on dispute resolution, Jennifer’s real passion is dispute prevention. Jennifer currently works closely with many of her clients to manage workplace issues quickly and effectively as soon as they arise, in order to prevent small problems becoming big ones. Jennifer is a Life Member and Director of the National Association of Women in Construction (NAWIC) – a diverse not-for-profit organisation, whose mission is to promote and improve the construction industry by the advancement of women. Jennifer has been actively involved in NAWIC’s Mentoring Program for many years.