Chief Customer Officer Sydney 2019 was a another runaway success. Some agenda highlights were: A keynote session from Rachael Powell, Chief Customer Officer, Xero on the #human ripple effect - putting your purpose and people at the heart of what you do. Delegates then enjoyed a keynote case study from Todd Stevenson, Chief Customer Officer and Chief Marketing Officer, Colonial First State, saying that we have the data, but how do we use it to design the right customer experiences? His team spent a week in the shoes of a customer living on the pension in Australia – a very powerful presentation. At the end of Day 1, we had some out-of-the-box sessions which had direct relevance to customer experience. First we heard from behavioural economist, Dr. Eraj Ghafoori, from AustralianSuper, on the study of consistent irrationality and biases – and what makes customers tick. Then we finished with the brilliant Dr. Melis Senova, Biomedical Engineer and Thought-Leader in Human-Centred Design, on ‘The realities and shadows of human centred organisations’.
Day 2 was no less powerful! We opened with a keynote fireside chat with Paul McCrory, Group Industry Director, Facebook, on the Zero Friction Future at Facebook. Then, our most popular speaker (or shall I speakers) were Gabrielle Dracopoulos, Head of Experience Transformation, Guide Dogs NSW/ACT and the Ambassador Guide Dog Jana, on ‘Extending a helping paw - Applying CX in the NGO sector’. We then had a very lively interview with Dominic Price, Work Futurist, Atlassian, on creating an organisation now that meets the needs of tomorrow’s customers. A very popular session was ‘Case Study: Making the transition from CCO to CEO’ given by Lexi Airey, Chief Executive Officer, Gateway Bank. The day closed with a sensational review of Service NSW’s award winning customer engagement transformation presented by the incredible Kylie De Courteney, MD, Telco Authority, and previously Chief Customer Officer Service NSW.
Here is what our delegates had to say:
“Extremely valuable consumer focused event”
Jodi Bradford, Group Experience Manager, nib
“This event was a great space to network with peers and share experiences, whilst learning valuable insights from organisations who are underway with their CX journeys!”
Marc Bindlechner, Head of Customer Operations, The Big Red Group (BRG)
“An energising two days soaking up the latest CX trends, learning from others' experiences, and discovering new opportunities to take back to my organisation."
Rachel van Zanten, Manager, Customer Experience and Engagement, CHOICE
“Amazing conference showcasing that this profession is well aligned in how and why to truly focus on the customer experience.”
Tim Shuttleworth, Head of Client Experience, Connections Group
“CCO conference was interesting, thought-provoking and inspiring. The quality of all speakers was consistent with highly experienced, articulate excellent presenters. Great thought bubbles, catch phrases and importantly 'how to' tips enabling attendees to walk away and feel empowered enough to take on the challenges in their own business with a new perspective and with insight of proven strategies.”
Deborah Barr, Head of Product, Allan Gray Australia
“Insightful speakers from diverse backgrounds working to make a difference for customers.”
Sue Jellie, COO, Adica
FRICTIONLESS CUSTOMER CENTRICITY
HYPER-PERSONALISATION: 
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