Registration, Coffee & Networking in the Exhibition Area
October 22 | 08:00 - 08:35
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:
Melbourne Network Lead, CXPA
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:
Chief Customer Officer, Xero
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.
Speaking:
Chief Member Outcomes Officer, Colonial First State
October 22 | 09:10 - 09:35
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:
Strategic Account Executive, Zendesk
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.
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:
Chief Customer Officer, Xero
Chief Customer Officer, Mercer
Chief Customer Officer, UBank
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.
Speaking:
Managing Director, Strativity Group
October 22 | 11:05 - 11:30
Balancing hyper personalisation and data, with real experience of customers
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:
Director - Marketing and Commercial, WW Australia & New Zealand
Chief Member Outcomes Officer, Colonial First State
(former) Chief Digital & Innovation Officer, QBE Insurance
October 22 | 11:30 - 12:05
Balancing hyper personalisation and data, with real experience of customers
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.
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:
Manager Workforce Operations - Customer Relationship Centre, Beyond Bank
Commercial Director, QPC
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.
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:
CEO and Founder, RewardOps
Head of Shopper Engagement, Metcash
Managing Partner, Ellipsis and Company
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.
Speaking:
(former) Chief Digital & Innovation Officer, QBE Insurance
October 22 | 13:55 - 14:20
Speaking:
Chief Customer Officer, Volt Bank
Strategic Account Executive, Zendesk
October 22 | 13:55 - 14:20
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:
Principal, Head of Member Experience, Aon Hewitt
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.
Speaking:
Chief Customer Officer, Volt Bank
Chief Marketing and Strategy Officer, Bigstone Finance
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:
Speaking:
Customer Success Lead Asia-Pacific, Usabilla
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:
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:
Head of Marketing & Innovation Babycare, Kimberly-Clark
Principal, Head of Member Experience, Aon Hewitt
Chief Customer Officer, Australian Ethical Investment
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.
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:
Behavioural Economist - Customer Experience, AustralianSuper
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.
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:
Vice President of Business Development, ANZ, Teleperformance
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.
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, Neuroscientist, thought-leader in human-centred design, and founder, Huddle
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.
Casino Networking event - Relax with other delegates and play to win!
Speaking:
Chief Customer Officer, Volt Bank
Speaking:
Group Industry Director, Facebook
Stephen Brook, former Media Editor, The Australian, and former Correspondent, The Guardian UK
October 23 | 09:00 - 09:35
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:
Speaking:
Managing Director, Reputation.com (Australia) Pty Limited
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:
Speaking:
Head of Experience Transformation, Guide Dogs NSW/ACT
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:
Chief Customer Experience Officer, MLC Life Insurance
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.
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:
Head of R&D, Work Futurist, Atlassian
Stephen Brook, former Media Editor, The Australian, and former Correspondent, The Guardian UK
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.
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:
Speaking:
General Manager, Customer Strategy & Experience, the NRMA
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:
Speaking:
Chief Customer Officer, Ooh! Media
October 22 | 13:20 - 13:45
Speaking:
Chief Customer Experience Officer, MLC Life Insurance
Head of Customer Experience, FairVine
October 23 | 13:20 - 13:45
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:
Founder and CEO, Optimum Operating Procedures and Services Pty Ltd (OOPS)
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.
Speaking:
Chief Customer Experience Officer, NSW Business Chamber
Melbourne Network Lead, CXPA
Head of Customer Experience, Lux Everyday
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:
The first few months as CEO, Lexi has focused on:
Speaking:
Chief Executive Officer, Gateway Bank
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:
The first few months as CEO, Lexi has focused on:
Speaking:
Director Customer Experience, Schneider Electric
Director of Member Services, Pacific, Accor Plus
Head of Customer Operations, Big Red Group (BRG)
Speaking:
Managing Director, NSW Telco Authority
5 speakers, 5 minutes each. Each will demonstrate creative and imaginative ways that people have connected with customers.
Speaking:
Founder and CEO, Optimum Operating Procedures and Services Pty Ltd (OOPS)
Vice President, Marketing and Communications and Portfolio Strategy, Discovery Inc.
Head of Research and Insights, Atlassian
Chief Operating Officer – North Asia and Pacific Hub, Eli Lilly and Company
Director Customer Experience, Service NSW