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Connecting You to What's Next in CX

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

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20 C-Suite Confirmed

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5 In Depth Themes

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Real Life Use Cases

2019 Key Themes

Customer Centricity Icon copyFRICTIONLESS CUSTOMER CENTRICITY: Customers are expecting a certain level of experience in everything they do, throughout their day. Fast, frictionless and personalised. Organisations are no longer competing just with industry peers on customer experience, but now with the likes of uber and Amazon. The customer experience lens is product and brand agnostic. This event will examine how companies are planning                 to satisfy customers’ ever increasing exptations.


Personalise Icon copyHYPER-PERSONALISATION: Get off the technology rollercoaster and go back to basics to get your CX project off the ground. We will take an in-depth look at how to successfully justify/structure a business case for investment in technology, what metrics are critical in proving ROI and how to design a value proposition that will ensure senior-level buy in.


Digital Icon copyDIGITAL CX: Digital transformation, personalisation and omni-channel strategies are some of the buzz words that describe how you interact with your customers digitally. Hear why data intelligence is crucial to getting digital right, understanding your customers’ relationships with your brand and creating truly connected experiences.


Data Icon copyDATA & INSIGHTS: Without a sophisticated reporting and analytics capabilities to interpret customer needs, your data is basically useless. See how to leverage your data to uncover real customer pain points, drive product innovation and harness the power of AI to drive a higher level of engagement.


Employee Experience Icon copyEMPLOYEE EXPERIENCE: How the link between linking CX and EX is the key to unlocking success. This event will help you engage within all levels of the organisation to ensure you are truly customer centric.

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Our 2019 Supporting Partners

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  • Zendesk_Logo-1

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Why Invest Your Time?


Practical, interactive formats

Less waffle, more substance. Through our condensed case studies, interactive round tables, senior level panels and discussion groups, you will be able to take real, practical tips, tools and strategies to apply to your own projects.

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Quick fire showcase

How do you capture customers emotionally in a digital world? For five minutes each, speakers will demonstrate creative and imaginative ways that people have connected with customers. Capturing consumers emotionally - beyond just their data.

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More networking than ever!

We have incorporated more interactive networking across the agenda with speed networking, onsite polls, meet the c-suite round tables, discussion groups, and our Casino Evening (22 October). This is the event of the year!

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What People Are Saying

  • "Want to meet and network with your peers? Want to know what some of the leading experts around the world are up to? Want to learn practical approaches to driving the customer agenda in your organisation? CCO events are the place to be.."

    Amrita Bhattacharyya, Head of Customer Strategy, Suncorp

  • "CCO gave many insights into the challenges and potential solutions for customer professionals in this rapidly changing customer world."

    Shannon Mckay, Head of Customer Engagement, ANZ Bank

  • "A great way to connect like-minded professionals on driving the customer agenda forward."

    Troy Barnes, Chief Customer Officer, Yum

  • "Great event to gain exposure to new ideas and network with CX professionals."

    Amanda Heard, Senior Manager Customer Experience , CBA - CommSec Adviser Services

  • "I thoroughly enjoyed the CCO Sydney it was a great opportunity to meet peers in the field and also hear about how leaders in the industry are addressing the challenges of CX"

    Christopher Douglas, Director of Member Services, Accor Plus

Come and Join Us

CCO Sydney is the best event on the calendar to get inspired and make new contacts with the people that can help you drive your CX projects forward. It's also a lot of fun so don't miss out - Register your Interest now!

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