How does your customer strategy fully integrate with the rest of the organisation?
How do you reach the next level of brand loyalty and love?
FRICTIONLESS 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.
HYPER-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 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 & 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: 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.
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.
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.
MORE C-SUITE SPEAKERS THAN EVER: 20 C-suite experts from across Australia’s leading organisations
BEHAVIOURAL ECONOMIST PERSPECTIVE: Behavioural economics is another way to say “the study of consistent irrationality.” This session will show how you can replace processes and structures that fight against human nature with those that take advantage of the way people actually act.
MORE CASE STUDIES: We’ve all heard of death by power point. Now we bring you our narrative driven case studies, where speakers will provide insights into their organisation’s CX journey, highlighting the pitfalls and strategies in overcoming them.
MEET THE SPEAKERS ROUND TABLES: Have more time with our fantastic speakers during the networking breaks
FIRE SIDE CHAT: Totally off the record session with Paul McCrory, Group Industry Director, Facebook. Delegates can ask burning questions.
DELEGATE QUICK FIRE SHOWCASE: 5 minutes each – speakers will demonstrate creative and imaginative ways that people have connected with customers. Capturing consumers emotionally – beyond their data.
MORE NETWORKING OPPORTUNITIES: We have incorporate more interactive networking across the agenda with speed networking, Meet the C-suite round tables, Casino Evening!
"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