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Chief Customer Officer Sydney

20 - 21 October 2020

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Conference Day 1 - October 22nd 2019
08:00

Registration, Coffee & Networking in the Exhibition Area

Registration, Coffee & Networking in the Exhibition Area

October 22 | 08:00 - 08:35

Register 

Speaking:

08:35

Chair’s Opening Remarks

Throughout the next two days, take advantage of our interactive event App. Pose questions to your speakers, take part in interactive panels, interviews and surveys, and communicate with your fellow delegates!

Speaking:

Anita Siassios

Anita Siassios

Melbourne Network Lead, CXPA

Chair’s Opening Remarks

October 22 | 08:35 - 08:40

Throughout the next two days, take advantage of our interactive event App. Pose questions to your speakers, take part in interactive panels, interviews and surveys, and communicate with your fellow delegates!

Register 

Speaking:

Anita Siassios

Anita Siassios

CXPA

08:40

Corinium Global Intelligence Welcome Address

Corinium Global Intelligence Welcome Address

October 22 | 08:40 - 08:45

Register 

Speaking:

08:45

Keynote session: The #human ripple effect

Putting your purpose and people at the heart of what you do is more important than ever. If you get this right, it has a powerful ripple effect from the inside out, to your brand and ultimately your number one priority your customers.

Rachael Powell, Chief People and Customer Officer, Xero shares her thoughts on why this inside out approach is so valuable and what you can do to embed a purpose led, values based and customer centric culture in your business.

Speaking:

Screen Shot 2018-11-13 at 14.38.54

Rachael Powell

Chief Customer Officer, Xero

Keynote session: The #human ripple effect

October 22 | 08:45 - 09:10

Putting your purpose and people at the heart of what you do is more important than ever. If you get this right, it has a powerful ripple effect from the inside out, to your brand and ultimately your number one priority your customers.

Rachael Powell, Chief People and Customer Officer, Xero shares her thoughts on why this inside out approach is so valuable and what you can do to embed a purpose led, values based and customer centric culture in your business.

Register 

Speaking:

Screen Shot 2018-11-13 at 14.38.54

Rachael Powell

Xero

09:10

Keynote case study: We have the data, but how do we use it to design the right customer experiences?

  • Capturing members emotionally to drive positive behaviour
  • How we have approached hyper personalisation to support the member journey
  • Using predictive intelligence to mirror member life stages
  • How AI and analytics have improved member retention

Speaking:

Todd Stevenson-1

Todd Stevenson

Chief Member Outcomes Officer, Colonial First State

Keynote case study: We have the data, but how do we use it to design the right customer experiences?

October 22 | 09:10 - 09:35

  • Capturing members emotionally to drive positive behaviour
  • How we have approached hyper personalisation to support the member journey
  • Using predictive intelligence to mirror member life stages
  • How AI and analytics have improved member retention
Register 

Speaking:

Todd Stevenson-1

Todd Stevenson

Colonial First State

09:35

The New Age of Customer Relationships

A customer's time with your brand or your products is a relationship. In this keynote, Kellie Hackney discusses the future of customer experience and how to build customer trust, loyalty, and evangelism in this new era of customer relationships.

Speaking:

Charles Thomlinson

Charles Thomlinson

Strategic Account Executive, Zendesk

The New Age of Customer Relationships

October 22 | 09:35 - 10:00

A customer's time with your brand or your products is a relationship. In this keynote, Kellie Hackney discusses the future of customer experience and how to build customer trust, loyalty, and evangelism in this new era of customer relationships.

Register 

Speaking:

Charles Thomlinson

Charles Thomlinson

Zendesk

10:00

Keynote panel discussion: A Look to 2025: Where are Leading Organisations Headed?

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. Now that the customer experience lens is product and brand agnostic, this session will examine how companies are planning to satisfy customers’ ever increasing expectations.

• Developing a framework to understand and predict what technology and experience will be demanded by future customers

• How to balance using AI with people

During this session, attendees will have the chance to ask any burning questions via our event app.

Speaking:

Screen Shot 2018-11-13 at 14.38.54

Rachael Powell

Chief Customer Officer, Xero

Cambell Holt

Cambell Holt

Chief Customer Officer, Mercer

Jane Francis

Jane Francis

Chief Customer Officer, UBank

Keynote panel discussion: A Look to 2025: Where are Leading Organisations Headed?

October 22 | 10:00 - 10:35

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. Now that the customer experience lens is product and brand agnostic, this session will examine how companies are planning to satisfy customers’ ever increasing expectations.

• Developing a framework to understand and predict what technology and experience will be demanded by future customers

• How to balance using AI with people

During this session, attendees will have the chance to ask any burning questions via our event app.

Register 

Speaking:

Screen Shot 2018-11-13 at 14.38.54

Rachael Powell

Xero

Jane Francis

Jane Francis

UBank

Cambell Holt

Cambell Holt

Mercer

10:35

Mid-Morning Coffee & Networking in the Exhibition Area


Mid-Morning Coffee & Networking in the Exhibition Area

October 22 | 10:35 - 11:05


Register 

Speaking:

11:05

Taking the next step in your customer experience journey

  • Where are you placed on the CX maturity curve
  • What are the next steps for organisations at different stages
  • How to apply learnings from around the world to fast track improvement and innovation

Speaking:

Brad Meehan Updated

Brad Meehan

Managing Director, Strativity Group

Taking the next step in your customer experience journey

October 22 | 11:05 - 11:30

  • Where are you placed on the CX maturity curve
  • What are the next steps for organisations at different stages
  • How to apply learnings from around the world to fast track improvement and innovation
Register 

Speaking:

Brad Meehan Updated

Brad Meehan

Strativity Group

11:30

Audience led panel discussion: Capturing customers emotionally in a digital world

Balancing hyper personalisation and data, with real experience of customers

  • Treading that fine line between surprising and delighting your customers, and making them feel stalked.
  • Revisiting self-service versus full service: Is a self-service experience the optimal CX solution for any organisation?
  • What are the right channels to use? Is email dead?
  • How to apply self-service to a large customer base, without losing the personal touch!

During this session, attendees will have the chance to ask any burning questions completely anonymously via our event app. The session will be moderated by our event Chair.

Speaking:

Screen Shot 2018-11-13 at 14.30.27

Nicole McInnes

Director - Marketing and Commercial, WW Australia & New Zealand

Todd Stevenson-1

Todd Stevenson

Chief Member Outcomes Officer, Colonial First State

Marcus Marchant-1

Marcus Marchant

(former) Chief Digital & Innovation Officer, QBE Insurance

Audience led panel discussion: Capturing customers emotionally in a digital world

October 22 | 11:30 - 12:05

Balancing hyper personalisation and data, with real experience of customers

  • Treading that fine line between surprising and delighting your customers, and making them feel stalked.
  • Revisiting self-service versus full service: Is a self-service experience the optimal CX solution for any organisation?
  • What are the right channels to use? Is email dead?
  • How to apply self-service to a large customer base, without losing the personal touch!

During this session, attendees will have the chance to ask any burning questions completely anonymously via our event app. The session will be moderated by our event Chair.

Register 

Speaking:

Todd Stevenson-1

Todd Stevenson

Colonial First State

Screen Shot 2018-11-13 at 14.30.27

Nicole McInnes

WW Australia & New Zealand

Marcus Marchant-1

Marcus Marchant

QBE Insurance

12:05

Multi-Channel Customer Experience Insights - a strategic view into the finance industry

Fireside chat between Brent Alexander from Beyond Bank and Peter Levine from QPC. Peter will be asking Brent a series of questions related to the Beyond Bank implementation of PureCloud by Genesys, with a focus on the capturing of cus-tomer data through multiple channels, and the insights now provided to help them grow and scale their business to bet-ter service their customers.

Speaking:

Brent Alexander-1

Brent Alexander

Manager Workforce Operations - Customer Relationship Centre, Beyond Bank

Peter Levine

Peter Levine

Commercial Director, QPC

Multi-Channel Customer Experience Insights - a strategic view into the finance industry

October 22 | 12:05 - 12:30

Fireside chat between Brent Alexander from Beyond Bank and Peter Levine from QPC. Peter will be asking Brent a series of questions related to the Beyond Bank implementation of PureCloud by Genesys, with a focus on the capturing of cus-tomer data through multiple channels, and the insights now provided to help them grow and scale their business to bet-ter service their customers.

Register 

Speaking:

Brent Alexander-1

Brent Alexander

Beyond Bank

Peter Levine

Peter Levine

QPC

12:30

Keynote panel: CX businesses in an era of customer obsession and increasing customer expectations

Macro trends and technologies are driving expectations of customer experience to increasing personalisation, digital capability and easy self-service. More than ever, these expectations require businesses to adapt and respond constantly, flexibly and with a customer-centred mindset. In this presentation, the speaker will reflect on critical factors in the response required to drive successful organisational change to orient businesses to new and heightened expectations, including both near-term and long-term imperatives and the fundamental role of culture in making the shift.

Speaking:

Azim Esmail

Azim Esmail

CEO and Founder, RewardOps

Lee Martin

Lee Martin

Head of Shopper Engagement, Metcash

David Parson

David Parsons

Managing Partner, Ellipsis and Company

Keynote panel: CX businesses in an era of customer obsession and increasing customer expectations

October 22 | 12:30 - 12:55

Macro trends and technologies are driving expectations of customer experience to increasing personalisation, digital capability and easy self-service. More than ever, these expectations require businesses to adapt and respond constantly, flexibly and with a customer-centred mindset. In this presentation, the speaker will reflect on critical factors in the response required to drive successful organisational change to orient businesses to new and heightened expectations, including both near-term and long-term imperatives and the fundamental role of culture in making the shift.

Register 

Speaking:

David Parson

David Parsons

Ellipsis and Company

Azim Esmail

Azim Esmail

RewardOps

Lee Martin

Lee Martin

Metcash

12:55

Buffet Lunch & Networking in the Exhibition Area

Buffet Lunch & Networking in the Exhibition Area

October 22 | 12:55 - 13:55

Register 

Speaking:

Track A - Case studies

1:55

Inspiring everyday customer-focused innovation in established companies

  • Why established companies need to think differ-ently to drive innovation
  • How to establish and drive an innovation agenda
  • Building internal skills and capability
  • Benefits and pitfalls of innovation labs and venture funds

Speaking:

Marcus Marchant-1

Marcus Marchant

(former) Chief Digital & Innovation Officer, QBE Insurance

Inspiring everyday customer-focused innovation in established companies

October 22 | 13:55 - 14:20

  • Why established companies need to think differ-ently to drive innovation
  • How to establish and drive an innovation agenda
  • Building internal skills and capability
  • Benefits and pitfalls of innovation labs and venture funds
Register 

Speaking:

Marcus Marchant-1

Marcus Marchant

QBE Insurance

Track B - Discussion Groups

1:55

Discussion Group: Masters of disruption – Australian Consumer experience in the age of titans

  • Discussing how the panellists have disrupted the Australian market
  • What can be learned from markets disrupted internationally?
  • How to delight customers in a digital world
  • What impact could the likes of Alibaba and Tencent have on the Australian consumer market?
  • Analysing the impact of Amazon’s entry into the Australian market - what brands need to do to compete

Speaking:

Maria Loyez

Maria Loyez

Chief Customer Officer, Volt Bank

Charles Thomlinson

Charles Thomlinson

Strategic Account Executive, Zendesk

Discussion Group: Masters of disruption – Australian Consumer experience in the age of titans

October 22 | 13:55 - 14:20

  • Discussing how the panellists have disrupted the Australian market
  • What can be learned from markets disrupted internationally?
  • How to delight customers in a digital world
  • What impact could the likes of Alibaba and Tencent have on the Australian consumer market?
  • Analysing the impact of Amazon’s entry into the Australian market - what brands need to do to compete
Register 

Speaking:

Maria Loyez

Maria Loyez

Volt Bank

Charles Thomlinson

Charles Thomlinson

Zendesk

Track A - Case studies

2:20

Psychology & Motivation - Building deeper customer relationships

This presentation will look at consumer psychology and motivation, linking consumer insights to brand building and how to use emotion to build meaningful connections with your customers. See how to add value for your cus-tomers, how to communicate with them at the right time and what it takes to build a true long term relationship with the customer and the brand.

Speaking:

Tom McCann Aon Hewitt

Tom McCann

Principal, Head of Member Experience, Aon Hewitt

Psychology & Motivation - Building deeper customer relationships

October 23 | 14:20 - 14:45

This presentation will look at consumer psychology and motivation, linking consumer insights to brand building and how to use emotion to build meaningful connections with your customers. See how to add value for your cus-tomers, how to communicate with them at the right time and what it takes to build a true long term relationship with the customer and the brand.

Register 

Speaking:

Tom McCann Aon Hewitt

Tom McCann

Aon Hewitt

Track B - Discussion Groups

2:20

Discussion Group: Building a truly digital culture for customers, employees and senior management

  • Ensuring your front line staff are digital advocates
  • Engaging within senior levels of the organisation to ensure the digital piece is truly customer centric

Speaking:

Maria Loyez

Maria Loyez

Chief Customer Officer, Volt Bank

Kate McBean

Kate McBean

Chief Marketing and Strategy Officer, Bigstone Finance

Discussion Group: Building a truly digital culture for customers, employees and senior management

October 22 | 14:20 - 14:45

  • Ensuring your front line staff are digital advocates
  • Engaging within senior levels of the organisation to ensure the digital piece is truly customer centric
Register 

Speaking:

Maria Loyez

Maria Loyez

Volt Bank

Kate McBean

Kate McBean

Bigstone Finance

Track A - Case studies

2:45

Discussion Group: Actionable Voice of Customer - how to get sh*t done and impress people

Many companies listen to their customers, but most struggle to turn their customer insights into action. This session is for those who:

  • Struggle to get actionable insights from their Voice of Customer data.
  • Want to create buy-in from the rest of their organisation to work with Voice of Customer data.
  • Looking for 3 key takeaways that you can start doing tomorrow to improve your Voice of Customer program

Speaking:

Robin Meijer Usabilla

Robin Meijer

Customer Success Lead Asia-Pacific, Usabilla

Discussion Group: Actionable Voice of Customer - how to get sh*t done and impress people

October 22 | 14:45 - 15:10

Many companies listen to their customers, but most struggle to turn their customer insights into action. This session is for those who:

  • Struggle to get actionable insights from their Voice of Customer data.
  • Want to create buy-in from the rest of their organisation to work with Voice of Customer data.
  • Looking for 3 key takeaways that you can start doing tomorrow to improve your Voice of Customer program
Register 

Speaking:

Robin Meijer Usabilla

Robin Meijer

Usabilla

Track B - Discussion Groups

2:45

Discussion Group: The next step on from personalisation – brand loyalty and love

Everyone is obsessed with personalisation and think this is what customers want. But we are dealing with humans who need more than just programmatic solutions to stand out. To be a really successful brand you have to be able to do the next level - brand loyalty and love.

Speaking:

Lauren Crawley-1

Lauren Crawley

Head of Marketing & Innovation Babycare, Kimberly-Clark

Tom McCann Aon Hewitt

Tom McCann

Principal, Head of Member Experience, Aon Hewitt

Allyson Lowbridge

Allyson Lowbridge

Chief Customer Officer, Australian Ethical Investment

Discussion Group: The next step on from personalisation – brand loyalty and love

October 22 | 14:45 - 15:10

Everyone is obsessed with personalisation and think this is what customers want. But we are dealing with humans who need more than just programmatic solutions to stand out. To be a really successful brand you have to be able to do the next level - brand loyalty and love.

Register 

Speaking:

Lauren Crawley-1

Lauren Crawley

Kimberly-Clark

Tom McCann Aon Hewitt

Tom McCann

Aon Hewitt

Allyson Lowbridge

Allyson Lowbridge

Australian Ethical Investment

3:10

Afternoon Tea & Networking in the Exhibition Area

Afternoon Tea & Networking in the Exhibition Area

October 22 | 15:10 - 16:40

Register 

Speaking:

3:40

BEHAVIOURAL ECONOMICS: How do you apply behavioural economics to drive greater customer experiences?

Behavioural economics is the study of consistent irrationality and biases. It delves into the ‘why’ of customer behaviour and as such provides a richer lens compared to customer data.

This session is about understanding the practice of behavioural economics and how it can be integrated into any organisation as part of the customer experience program or a stand-alone function.

Speaking:

Eraj Ghafoori

Dr. Eraj Ghafoori

Behavioural Economist - Customer Experience, AustralianSuper

BEHAVIOURAL ECONOMICS: How do you apply behavioural economics to drive greater customer experiences?

October 22 | 15:40 - 16:05

Behavioural economics is the study of consistent irrationality and biases. It delves into the ‘why’ of customer behaviour and as such provides a richer lens compared to customer data.

This session is about understanding the practice of behavioural economics and how it can be integrated into any organisation as part of the customer experience program or a stand-alone function.

Register 

Speaking:

Eraj Ghafoori

Dr. Eraj Ghafoori

AustralianSuper

4:05

Understanding drivers of customer loyalty and advocacy through brand & customer service attributes

Maurice will be sharing insight garnered from our global best practices and annual CX Lab survey that provides an overview of customer perception by looking at different dimensions of the service model. This annual research has recently been concluded.

Speaking:

Maurice Zicman

Maurice Zicman

Vice President of Business Development, ANZ, Teleperformance

Understanding drivers of customer loyalty and advocacy through brand & customer service attributes

October 22 | 16:05 - 16:30

Maurice will be sharing insight garnered from our global best practices and annual CX Lab survey that provides an overview of customer perception by looking at different dimensions of the service model. This annual research has recently been concluded.

Register 

Speaking:

Maurice Zicman

Maurice Zicman

Teleperformance

4:30

The realities and shadows of human centred organisations

There is an increasing awareness of the importance of human centred design within business and government. But this awareness is predominantly found among those who are responsible for designing and delivering experiences for customers. More attention is needed on the personal transformation of senior leadership when operating within a truly human centred and design led organisation. But what are the (hidden) commitments executives need to make to transform their organisation into one that is truly customer centric? Melis will address those commitments, and will also highlight a darker side to this transformation. This will help us to more fully understand how to create businesses that have the aim to service their customers well, lead their work force in a human-centric way, while still creating strong business outcomes.

Speaking:

Melis Senova

Dr. Melis Senova

Dr Melis Senova, Neuroscientist, thought-leader in human-centred design, and founder, Huddle

The realities and shadows of human centred organisations

October 22 | 16:30 - 17:00

There is an increasing awareness of the importance of human centred design within business and government. But this awareness is predominantly found among those who are responsible for designing and delivering experiences for customers. More attention is needed on the personal transformation of senior leadership when operating within a truly human centred and design led organisation. But what are the (hidden) commitments executives need to make to transform their organisation into one that is truly customer centric? Melis will address those commitments, and will also highlight a darker side to this transformation. This will help us to more fully understand how to create businesses that have the aim to service their customers well, lead their work force in a human-centric way, while still creating strong business outcomes.

Register 

Speaking:

Melis Senova

Dr. Melis Senova

Huddle

5:20

Networking Drinks in the Exhibition Area

Casino Networking event - Relax with other delegates and play to win!

Networking Drinks in the Exhibition Area

October 22 | 17:20 - 19:00

Casino Networking event - Relax with other delegates and play to win!

Register 

Speaking:

Conference Day 2 - October 23rd 2019
08:30

Registration, Coffee & Networking in the Exhibition Area

Registration, Coffee & Networking in the Exhibition Area

October 23 | 08:30 - 08:55

Register 

Speaking:

08:55

Chair’s Opening Remarks

Speaking:

Maria Loyez

Maria Loyez

Chief Customer Officer, Volt Bank

Chair’s Opening Remarks

October 23 | 08:55 - 09:00

Register 

Speaking:

Maria Loyez

Maria Loyez

Volt Bank

09:00

Keynote Fireside chat: Zero Friction Future at Facebook

  • Where is there currently a gap between what consumers expect and what businesses deliver?
  • How do you see direct messaging platforms playing a role in a ‘zero friction’ future?
  • Achieving personalisation at all touch points
  • Keeping up with the pace of change in how consumers are behaving
  • How AI and VR are transforming the customer experience
  • Some international examples for telecommunications, retails and finance

Speaking:

Paul McCrory

Paul McCrory

Group Industry Director, Facebook

Stephen Brook

Stephen Brook

Stephen Brook, former Media Editor, The Australian, and former Correspondent, The Guardian UK

Keynote Fireside chat: Zero Friction Future at Facebook

October 23 | 09:00 - 09:35

  • Where is there currently a gap between what consumers expect and what businesses deliver?
  • How do you see direct messaging platforms playing a role in a ‘zero friction’ future?
  • Achieving personalisation at all touch points
  • Keeping up with the pace of change in how consumers are behaving
  • How AI and VR are transforming the customer experience
  • Some international examples for telecommunications, retails and finance
Register 

Speaking:

Paul McCrory

Paul McCrory

Facebook

Stephen Brook

Stephen Brook

The Guardian UK

09:35

Modern Marketing Essentials Guide to Hyper Local Marketing

In this session, Reputation.com’s Trevor Doornbos from will explore facets of hyperlocal marketing, branding and advertising, and how it relates to hyperlocal search for enterprise customer facing locations. Specifically, Trevor will cover how to:

  • Understand forms of hyperlocal branding and advertising.
  • Determine where and when your customers are finding your brand and on what platforms.
  • Understand why Google values review volume and recency – and how these increase actions such as driving directions, click totals, clicks to website and more.
  • Use business listings data to drive more website and foot traffic to your retail locations

Speaking:

Trevor Doornbos

Trevor Doornbos

Managing Director, Reputation.com (Australia) Pty Limited

Modern Marketing Essentials Guide to Hyper Local Marketing

October 23 | 09:35 - 10:00

In this session, Reputation.com’s Trevor Doornbos from will explore facets of hyperlocal marketing, branding and advertising, and how it relates to hyperlocal search for enterprise customer facing locations. Specifically, Trevor will cover how to:

  • Understand forms of hyperlocal branding and advertising.
  • Determine where and when your customers are finding your brand and on what platforms.
  • Understand why Google values review volume and recency – and how these increase actions such as driving directions, click totals, clicks to website and more.
  • Use business listings data to drive more website and foot traffic to your retail locations
Register 

Speaking:

Trevor Doornbos

Trevor Doornbos

Reputation.com (Australia) Pty Limited

10:00

Keynote: Extending a helping paw - Applying CX in the NGO sector

Speaking:

Screen Shot 2018-11-13 at 14.27.46

Gabrielle Dracopoulos

Head of Experience Transformation, Guide Dogs NSW/ACT

Keynote: Extending a helping paw - Applying CX in the NGO sector

October 23 | 10:00 - 10:25

Register 

Speaking:

Screen Shot 2018-11-13 at 14.27.46

Gabrielle Dracopoulos

Guide Dogs NSW/ACT

10:25

Mid-Morning Coffee & Networking in the Exhibition Area

Mid-Morning Coffee & Networking in the Exhibition Area

October 23 | 10:25 - 10:55

Register 

Speaking:

10:55

Case Study: Lessons Learnt from over a decade in driving Customer and Business Transformation Programs

It is well known that delivering and embedding a successful customer transformation is challenging at best.

Over the last 15 years Louise has worked with organisations across the globe to support them to better engage with their customer by systematically working through all aspects of an organisation that is necessary to drive and execute a customer centric strategy.

This case study will take you on Louise’s journey and key learnings to best equip your business to successful deliver game changing customer transformation program.

Speaking:

Louise Portelli

Louise Portelli

Chief Customer Experience Officer, MLC Life Insurance

Case Study: Lessons Learnt from over a decade in driving Customer and Business Transformation Programs

October 23 | 10:55 - 11:20

It is well known that delivering and embedding a successful customer transformation is challenging at best.

Over the last 15 years Louise has worked with organisations across the globe to support them to better engage with their customer by systematically working through all aspects of an organisation that is necessary to drive and execute a customer centric strategy.

This case study will take you on Louise’s journey and key learnings to best equip your business to successful deliver game changing customer transformation program.

Register 

Speaking:

Louise Portelli

Louise Portelli

MLC Life Insurance

11:20

Keynote On Stage Interview: Creating an organisation now that meets the needs of tomorrow’s customers

Throw away your crystal ball because the future is already here. Yes, artificial intelligence, machine learning, and blockchain dominate the headlines. But the day-to-day manifestations of the future of work (i.e., the present) are more mundane – though no less daunting. We see it in the way businesses struggle to scale smart and stay one step ahead of disruption. Or how leaders try to manage a global, 24/7 workforce while tasked with meeting ever-increasing customer demands.

The time to take action is now. In this session, Dom Price will break down the five obsolete ways most of us are working, and share new, essential approaches to growth and retooling. He’ll also reveal some of the collaboration hacks he’s seen from enterprises around the world. Don’t be a bystander. Come learn how to create a future where you and your team don’t just survive, but thrive.

How do we scale our teams? How do we stay awesome? We’ve got infinite amount of complexity in our business and we don’t want that to slow us down. We want to stay small, autonomous, nimble and empowered.

Speaking:

Dominic Price

Dominic Price

Head of R&D, Work Futurist, Atlassian

Stephen Brook

Stephen Brook

Stephen Brook, former Media Editor, The Australian, and former Correspondent, The Guardian UK

Keynote On Stage Interview: Creating an organisation now that meets the needs of tomorrow’s customers

October 23 | 11:20 - 11:55

Throw away your crystal ball because the future is already here. Yes, artificial intelligence, machine learning, and blockchain dominate the headlines. But the day-to-day manifestations of the future of work (i.e., the present) are more mundane – though no less daunting. We see it in the way businesses struggle to scale smart and stay one step ahead of disruption. Or how leaders try to manage a global, 24/7 workforce while tasked with meeting ever-increasing customer demands.

The time to take action is now. In this session, Dom Price will break down the five obsolete ways most of us are working, and share new, essential approaches to growth and retooling. He’ll also reveal some of the collaboration hacks he’s seen from enterprises around the world. Don’t be a bystander. Come learn how to create a future where you and your team don’t just survive, but thrive.

How do we scale our teams? How do we stay awesome? We’ve got infinite amount of complexity in our business and we don’t want that to slow us down. We want to stay small, autonomous, nimble and empowered.

Register 

Speaking:

Dominic Price

Dominic Price

Atlassian

Stephen Brook

Stephen Brook

The Guardian UK

11:55

Keynote session: Taking customers on the journey for almost 100 years

With the NRMA approaching its centenary in 2020, Tina Morrell will give tell us ‘where next?’ for this iconic organisation.

The session will look at:

  • Creating a collaborative, inclusive and customer-led culture
  • Developing and executing customer and commercial growth strategies and leading transformation
  • Building capability and leading the customer transformation across the Group of NRMA businesses
  • Handling NRMA Membership and subscription businesses and its 2.6 million members
  • Transforming the data piece in a 100-year-old organisation - ensuring engagement at all ages

Speaking:

Tina Morrell

Tina Morrell

General Manager, Customer Strategy & Experience, the NRMA

Keynote session: Taking customers on the journey for almost 100 years

October 23 | 11:55 - 12:20

With the NRMA approaching its centenary in 2020, Tina Morrell will give tell us ‘where next?’ for this iconic organisation.

The session will look at:

  • Creating a collaborative, inclusive and customer-led culture
  • Developing and executing customer and commercial growth strategies and leading transformation
  • Building capability and leading the customer transformation across the Group of NRMA businesses
  • Handling NRMA Membership and subscription businesses and its 2.6 million members
  • Transforming the data piece in a 100-year-old organisation - ensuring engagement at all ages
Register 

Speaking:

Tina Morrell

Tina Morrell

the NRMA

12:20

Buffet Lunch & Networking in the Exhibition Area

Buffet Lunch & Networking in the Exhibition Area

October 23 | 12:20 - 13:20

Register 

Speaking:

Track A - Case studies

1:20

Case Study: Strategic evolution of Ooh Media’s customer experience by 2020

  • Understanding the needs of advertisers and the media agency landscape
  • Bringing together senior teams across multidisciplinary customer touching areas
  • Shifting the market from being neutral about ‘Out of Home’ to being powerful advocates

Speaking:

David Scribner-1

David Scribner

Chief Customer Officer, Ooh! Media

Case Study: Strategic evolution of Ooh Media’s customer experience by 2020

October 22 | 13:20 - 13:45

  • Understanding the needs of advertisers and the media agency landscape
  • Bringing together senior teams across multidisciplinary customer touching areas
  • Shifting the market from being neutral about ‘Out of Home’ to being powerful advocates
Register 

Speaking:

David Scribner-1

David Scribner

Ooh! Media

Track B - Discussion Groups

1:20

Discussion Group: Life after the Banking Royal Commission: What does CX look like?

  • Talking about products in a way that people understand
  • Helping people understand how much they are going to be charged and when
  • Meeting customers’ expectations – set those expectations therefore meet them

Speaking:

Louise Portelli

Louise Portelli

Chief Customer Experience Officer, MLC Life Insurance

Rachel Hamlen

Rachel Hamlen

Head of Customer Experience, FairVine

Discussion Group: Life after the Banking Royal Commission: What does CX look like?

October 23 | 13:20 - 13:45

  • Talking about products in a way that people understand
  • Helping people understand how much they are going to be charged and when
  • Meeting customers’ expectations – set those expectations therefore meet them
Register 

Speaking:

Louise Portelli

Louise Portelli

MLC Life Insurance

Rachel Hamlen

Rachel Hamlen

FairVine

Track A - Case studies

1:45

The Intergenerational Business - How does an 18 year old tell a 45 year old what to do?

This presentation will look at how NAB uses text mining, Natural Language Processing, and predictive analytics to extract actionable insights from complaints and NPS data.

Speaking:

Michelle Pascoe

Michelle Pascoe

Founder and CEO, Optimum Operating Procedures and Services Pty Ltd (OOPS)

The Intergenerational Business - How does an 18 year old tell a 45 year old what to do?

October 23 | 13:45 - 14:10

This presentation will look at how NAB uses text mining, Natural Language Processing, and predictive analytics to extract actionable insights from complaints and NPS data.

Register 

Speaking:

Michelle Pascoe

Michelle Pascoe

Optimum Operating Procedures and Services Pty Ltd (OOPS)

Track B - Discussion Groups

1:45

Discussion Group: Mastering employee experience to achieve long term customer success

Speaking:

Richard Spencer-1

Richard Spencer

Chief Customer Experience Officer, NSW Business Chamber

Anita Siassios

Anita Siassios

Melbourne Network Lead, CXPA

Sisilia Taumoefolau

Sisilia Taumoefolau

Head of Customer Experience, Lux Everyday

Discussion Group: Mastering employee experience to achieve long term customer success

October 23 | 13:45 - 14:10

Register 

Speaking:

Richard Spencer-1

Richard Spencer

NSW Business Chamber

Anita Siassios

Anita Siassios

CXPA

Sisilia Taumoefolau

Sisilia Taumoefolau

Lux Everyday

Track A - Case studies

2:10

Case Study: Making the transition from CCO to CEO

Traditionally it is the CFO that moves to the CEO position – so how do you prove your value, and make that next step? This session will cover:

  • Getting buy in and getting things done
  • Making customer centricity hard core not fluffy
  • Demonstrating the difference made

The first few months as CEO, Lexi has focused on:

  • Rejuvenating our original
  • Rejuvenating our original purpose/reason for being and bringing in new values to enable this
  • Putting the focus firmly on empathy and making a difference: everyone understanding the customer and business, where they fit in, and the difference they make to other people’s lives.

Speaking:

Lexi Airey

Lexi Airey

Chief Executive Officer, Gateway Bank

Case Study: Making the transition from CCO to CEO

October 23 | 14:10 - 14:35

Traditionally it is the CFO that moves to the CEO position – so how do you prove your value, and make that next step? This session will cover:

  • Getting buy in and getting things done
  • Making customer centricity hard core not fluffy
  • Demonstrating the difference made

The first few months as CEO, Lexi has focused on:

  • Rejuvenating our original
  • Rejuvenating our original purpose/reason for being and bringing in new values to enable this
  • Putting the focus firmly on empathy and making a difference: everyone understanding the customer and business, where they fit in, and the difference they make to other people’s lives.
Register 

Speaking:

Lexi Airey

Lexi Airey

Gateway Bank

2:35

Afternoon Tea & Networking in the Exhibition Area

Afternoon Tea & Networking in the Exhibition Area

October 23 | 14:35 - 15:05

Register 

Speaking:

Track B - Discussion Groups

2:45

Discussion Group: Leveraging voice of customer insights to create a better digital customer experience

Speaking:

Fatemeh Mirzaei

Fatemeh Mirzaei

Director Customer Experience, Schneider Electric

chris douglas

Chris Douglas

Director of Member Services, Pacific, Accor Plus

Marc Bindlechner

Marc Bindlechner

Head of Customer Operations, Big Red Group (BRG)

Discussion Group: Leveraging voice of customer insights to create a better digital customer experience

October 23 | 14:45 - 15:10

Register 

Speaking:

chris douglas

Chris Douglas

Accor Plus

Marc Bindlechner

Marc Bindlechner

Big Red Group (BRG)

Fatemeh Mirzaei

Fatemeh Mirzaei

Schneider Electric

3:05

A review of NSW Telco's award winning customer engagement transformation

Speaking:

Kylie De Courteney Service NSW

Kylie De Courteney

Managing Director, NSW Telco Authority

A review of NSW Telco's award winning customer engagement transformation

October 23 | 15:05 - 15:30

Register 

Speaking:

Kylie De Courteney Service NSW

Kylie De Courteney

NSW Telco Authority

3:30

QUICK FIRE SHOWCASE: Capturing consumers emotionally – beyond their data

5 speakers, 5 minutes each. Each will demonstrate creative and imaginative ways that people have connected with customers.

Speaking:

Michelle Pascoe

Michelle Pascoe

Founder and CEO, Optimum Operating Procedures and Services Pty Ltd (OOPS)

Amanda Herbert

Amanda Herbert

Vice President, Marketing and Communications and Portfolio Strategy, Discovery Inc.

Leisa Reichelt.jpg

Leisa Reichelt

Head of Research and Insights, Atlassian

Micah Yeung Shi Yin

Micah Yeung Shi Yin

Chief Operating Officer – North Asia and Pacific Hub, Eli Lilly and Company

Susan Jeffery

Susan Jeffery

Director Customer Experience, Service NSW