Registration, Coffee & Networking in the Exhibition Area
October 22 | 08:00 - 08:35
Chief Customer Officer Sydney
22-23 October 2019
Conference Day 1 - October 22nd 2019
08:00
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:
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!
Speaking:
08:40
Corinium Global Intelligence Welcome Address
Corinium Global Intelligence Welcome Address
October 22 | 08:40 - 08:45
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:
Rachael Powell
Chief Customer, People & Marketing 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.
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
Chief Customer Officer and Chief Marketing 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
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:
Kellie Hackney
Leader Northern Region, 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.
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:
Rachael Powell
Chief Customer, People & Marketing Officer, Xero
Cambell Holt
Chief Customer Officer, Mercer
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.
10:35
Mid-Morning Coffee & Networking in the Exhibition Area
Mid-Morning Coffee & Networking in the Exhibition Area
October 22 | 10:35 - 11:05
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
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
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:
Nicole McInnes
Director - Marketing and Commercial, WW Australia & New Zealand
Todd Stevenson
Chief Customer Officer and Chief Marketing Officer, Colonial First State
Marcus Marchant
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.
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
Manager Workforce Operations - Customer Relationship Centre, Beyond Bank
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.
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
CEO and Founder, RewardOps
Lee Martin
Head of Shopper Engagement, Metcash
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.
12:55
Buffet Lunch & Networking in the Exhibition Area
Buffet Lunch & Networking in the Exhibition Area
October 22 | 12:55 - 13:55
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
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
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
Chief Customer Officer, Volt Bank
Kellie Hackney
Leader Northern Region, 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
Track B - Discussion Groups
2:20
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
Customer Success Lead Asia-Pacific, Usabilla
Discussion Group: Actionable Voice of Customer - how to get sh*t done and impress people
October 22 | 14:20 - 14:45
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
Track A - Case studies
2:45
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
Chief Customer Officer, Ooh! Media
Case Study: Strategic evolution of Ooh Media’s customer experience by 2020
October 22 | 14:45 - 15:10
- 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
Track A - Case studies
2:45
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
Chief Customer Officer, Volt Bank
Kate McBean
Chief Marketing and Strategy Officer, Bigstone Finance
Discussion Group: Building a truly digital culture for customers, employees and senior management
October 22 | 14:45 - 15:10
- Ensuring your front line staff are digital advocates
- Engaging within senior levels of the organisation to ensure the digital piece is truly customer centric
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
Head of Marketing & Innovation Babycare, Kimberly-Clark
Tom McCann
Principal, Head of Member Experience, Aon Hewitt
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.
3:10
Afternoon Tea & Networking in the Exhibition Area
Afternoon Tea & Networking in the Exhibition Area
October 22 | 15:10 - 16:40
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:
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.
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
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.
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:
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.
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!
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
Speaking:
08:55
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
Group Industry Director, Facebook
Stephen Brook
former Media Editor, The Australian, and former Correspondent, The Times and The Guardian UK and Australia
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
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
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
10:00
Keynote: Extending a helping paw - Applying CX in the NGO sector
Speaking:
Gabrielle Dracopoulos
Head of Experience Transformation, 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
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
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.
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
Head of R&D, Work Futurist, Atlassian
Stephen Brook
former Media Editor, The Australian, and former Correspondent, The Times and The Guardian UK and Australia
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.
11:55
Keynote session: Taking customers on the journey for almost 100 years
With the NRMA approaching its centenary in 2020, Emma Harrington 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
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, Emma Harrington 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
12:20
Buffet Lunch & Networking in the Exhibition Area
Buffet Lunch & Networking in the Exhibition Area
October 23 | 12:20 - 13:20
Speaking:
Track A - Case studies
1:20
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
Chief Executive Officer, Gateway Bank
Case Study: Making the transition from CCO to CEO
October 23 | 13:20 - 13:45
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.
Track B - Discussion Groups
1:20
Discussion Group: Mastering employee experience to achieve long term customer success
Speaking:
Richard Spencer
Chief Customer Experience Officer, NSW Business Chamber
Anita Siassios
Melbourne Network Lead, CXPA
Track A - Case studies
1:45
Case Study: Developing CX capability and taking an enterprise view – getting the balance right
- Solving the right problems and embedding sustainable CX
- Building CX capability from the inside
- Maintaining an enterprise view of the overall customer experience & avoiding the pitfalls of experience silos
- The key elements of digital-first CX: data, content and business logic
Case Study: Developing CX capability and taking an enterprise view – getting the balance right
October 23 | 13:45 - 14:10
- Solving the right problems and embedding sustainable CX
- Building CX capability from the inside
- Maintaining an enterprise view of the overall customer experience & avoiding the pitfalls of experience silos
- The key elements of digital-first CX: data, content and business logic
Speaking:
Track B - Discussion Groups
1:45
Discussion Group: Life after the Banking Royal Commission: What does CX look like?
Speaking:
Tom McCann
Principal, Head of Member Experience, Aon Hewitt
Louise Portelli
Chief Customer Experience Officer, MLC Life Insurance
Rachel Hamlen
Head of Customer Experience, FairVine
Track A - Case studies
2:10
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
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 | 14:10 - 14:35
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.
2:35
Afternoon Tea & Networking in the Exhibition Area
Afternoon Tea & Networking in the Exhibition Area
October 23 | 14:35 - 15:05
Speaking:
Track B - Discussion Groups
2:45
Discussion Group: Leveraging voice of customer insights to create a better digital customer experience
Speaking:
Fatemeh Mirzaei
Director Customer Experience, Schneider Electric
3:05
A review of NSW Telco's award winning customer engagement transformation
Speaking:
Kylie De Courteney
Managing Director, 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
Founder and CEO, Optimum Operating Procedures and Services Pty Ltd (OOPS)
QUICK FIRE SHOWCASE: Capturing consumers emotionally – beyond their data
October 23 | 15:30 - 16:00
5 speakers, 5 minutes each. Each will demonstrate creative and imaginative ways that people have connected with customers.
4:00
Conference Close
Conference Close
October 23 | 16:00