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Chief Customer Officer Sydney

30-31 October, 2018, Swissotel

Conference Day 1
October 30th 2018
08:00

Registration, Coffee & Networking in the Exhibition Area

Registration, Coffee & Networking in the Exhibition Area

October 30 | 08:00 - 08:35

Register

Speaking:

08:35

Chair’s Opening Remarks & Speed Networking

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:

Lawrence Mitchell SumoSalad

Lawrence Mitchell

Chief Customer Officer,, Sumo Salad

Chair’s Opening Remarks & Speed Networking

October 30 | 08:35 - 08:55

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:

Lawrence Mitchell SumoSalad

Lawrence Mitchell

Sumo Salad

08:55

On-Stage Interview: Why CEO’s must support customer centricity

During this on-stage interview you will gain valuable insights into customer centricity from a CEO’s perspective, and why exceptional customer experience must be the backbone of every company strategy and culture.

Speaking:

Lee Hatton UBank

Lee Hatton

CEO, UBank

On-Stage Interview: Why CEO’s must support customer centricity

October 30 | 08:55 - 09:20

During this on-stage interview you will gain valuable insights into customer centricity from a CEO’s perspective, and why exceptional customer experience must be the backbone of every company strategy and culture.

Register

Speaking:

Lee Hatton UBank

Lee Hatton

UBank

09:20

The future of CX in an era of customer obsession and increasing expectations

Speaking:

Cynthia Krieger Tesla

Cynthia Krieger

Senior Customer Experience Manager, Tesla (US)

The future of CX in an era of customer obsession and increasing expectations

October 30 | 09:20 - 09:45

Register

Speaking:

Cynthia Krieger Tesla

Cynthia Krieger

Tesla (US)

09:45

Great Expectations: How to become the company your customers want you to be

All businesses are now operating in a customer-driven world. More than ever before, customers expect a great customer service experience from the businesses they work with, and it is becoming arguably more important than your product or service. Effectively delivering on these great expectations requires us to think differently.

Speaking:

Great Expectations: How to become the company your customers want you to be

October 30 | 09:45 - 10:10

All businesses are now operating in a customer-driven world. More than ever before, customers expect a great customer service experience from the businesses they work with, and it is becoming arguably more important than your product or service. Effectively delivering on these great expectations requires us to think differently.

Register

Speaking:

10:10

Mid-Morning Coffee & Networking in the Exhibition Area


Mid-Morning Coffee & Networking in the Exhibition Area

October 30 | 10:10 - 10:40


Register

Speaking:

Round:tables

10:40

2. HUMAN CENTRED DESIGN

Speaking:

David Price  Waitemata District Health

David Price

Director of Patient Experience, Waitemata District Health Board (NZ)

2. HUMAN CENTRED DESIGN

October 30 | 10:40 - 11:20

Register

Speaking:

David Price  Waitemata District Health

David Price

Waitemata District Health Board (NZ)

Round:tables

10:40

3. VOICE OF CUSTOMER

Speaking:

Jenny Ting  Zurich Financial

Jenny Ting

Customer Experience Specialist, Zurich Insurance Company Ltd

3. VOICE OF CUSTOMER

October 30 | 10:40 - 11:20

Register

Speaking:

Jenny Ting  Zurich Financial

Jenny Ting

Zurich Insurance Company Ltd

Round:tables

10:40

4. OMNI-CHANNEL STRATEGY

Speaking:

Jonathan Weavers   Moët Hennessy Australia

Jonathan Weavers

Customer Marketing and Insights Manager, Moët Hennessy Australia

4. OMNI-CHANNEL STRATEGY

October 30 | 10:40 - 11:20

Register

Speaking:

Jonathan Weavers   Moët Hennessy Australia

Jonathan Weavers

Moët Hennessy Australia

Round:tables

10:40

5. CONTACT CENTRES

Speaking:

Chris Rawlins, Live Better Community Services

Chris Rawlins

Chief Customer Officer, Live Better Community Services

5. CONTACT CENTRES

October 30 | 10:40 - 11:20

Register

Speaking:

Chris Rawlins, Live Better Community Services

Chris Rawlins

Live Better Community Services

Round:tables

10:40

7. CX STRATEGY

Speaking:

Vanessa Stewart LION

Vanessa Stewart

Customer Experience Change Lead, LION

7. CX STRATEGY

October 30 | 10:40 - 11:20

Register

Speaking:

Vanessa Stewart LION

Vanessa Stewart

LION

Round:tables

10:40

8. EMPLOYEE ENGAGEMENT

Speaking:

Cynthia Krieger Tesla

Cynthia Krieger

Senior Customer Experience Manager, Tesla (US)

8. EMPLOYEE ENGAGEMENT

October 30 | 10:40 - 11:20

Register

Speaking:

Cynthia Krieger Tesla

Cynthia Krieger

Tesla (US)

Round:tables

10:40

9. DATA INTELLIGENCE

Speaking:

9. DATA INTELLIGENCE

October 30 | 10:40 - 11:20

Register

Speaking:

Round:tables

10:40

1. ANALYTIC-DRIVEN CUSTOMER CONTACT STRATEGIES

Speaking:

Troy

Troy Kusabs

CI Lead, SAS Australia & New Zealand

1. ANALYTIC-DRIVEN CUSTOMER CONTACT STRATEGIES

October 30 | 10:40 - 11:20

Register

Speaking:

Troy

Troy Kusabs

SAS Australia & New Zealand

Round:tables

10:40

6. TECHNOLOGY INVESTMENT & ROI

Speaking:

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John Harb

Head of Customer Success, MaritzCX

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Philippa Cail

Regional Director, MaritzCX

6. TECHNOLOGY INVESTMENT & ROI

October 30 | 10:40 - 11:20

Register

Speaking:

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Philippa Cail

MaritzCX

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John Harb

MaritzCX

11:20

The No. 1 enemy of transformation

This presentation will look at the No 1 enemy of transformation, how to balance strategy and execution and take an in-depth look at what is really holding your organisation back. Brad will also outline the 3Ps that underpin success.

Speaking:

Brad Meehan Strativity Group

Brad Meehan

Managing Director, Strativity Group

The No. 1 enemy of transformation

October 30 | 11:20 - 11:50

This presentation will look at the No 1 enemy of transformation, how to balance strategy and execution and take an in-depth look at what is really holding your organisation back. Brad will also outline the 3Ps that underpin success.

Register

Speaking:

Brad Meehan Strativity Group

Brad Meehan

Strativity Group

11:50

Audience led panel: Ask our CCO’s - Customer centricity and the role of the CCO

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:

Troy Barnes Pizza Hut

Troy Barnes

Chief Customer Officer,, Pizza Hut Asia Pacific

Lawrence Mitchell SumoSalad

Lawrence Mitchell

Chief Customer Officer,, Sumo Salad

Lisa Pogonoski  BT Financial

Lisa Pogonoski

General Manager, Customer Resolution, Westpac

Lee Scales UniSuper

Lee Scales

Chief Customer Officer,, UniSuper

Kylie De Courteney Service NSW

Kylie De Courteney

Chief Customer Officer, Service NSW

Michael Stelzer Verint

Michael Stelzer

Vice President Australia and New Zealand, Verint

Audience led panel: Ask our CCO’s - Customer centricity and the role of the CCO

October 30 | 11:50 - 12:25

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:

Troy Barnes Pizza Hut

Troy Barnes

Pizza Hut Asia Pacific

Lee Scales UniSuper

Lee Scales

UniSuper

Kylie De Courteney Service NSW

Kylie De Courteney

Service NSW

Lisa Pogonoski  BT Financial

Lisa Pogonoski

Westpac

Lawrence Mitchell SumoSalad

Lawrence Mitchell

Sumo Salad

Michael Stelzer Verint

Michael Stelzer

Verint

12:25

How to use a real-time data-driven personalised CX technology platform across the customer lifecycle. Acquire, onboard, engage, retain and renew account and policy holders, and reduce customer communication costs and call centre traffic

Speaking:

Rodd Martin Smart Video

Rodd Martin

Founder and CEO , Smart Video Australia

How to use a real-time data-driven personalised CX technology platform across the customer lifecycle. Acquire, onboard, engage, retain and renew account and policy holders, and reduce customer communication costs and call centre traffic

October 30 | 12:25 - 12:50

Register

Speaking:

Rodd Martin Smart Video

Rodd Martin

Smart Video Australia

12:50

Buffet Lunch & Networking in the Exhibition Area

Buffet Lunch & Networking in the Exhibition Area

October 30 | 12:50 - 13:50

Register

Speaking:

Track A: ROI

1:50

Discussion Group: Demonstrating the ROI from a world class Insights to Action framework at Foxtel

Learn about the way Foxtel established a best in class enterprise wide Voice of Customer program including the practical learnings discovered along the way which have increased customer satisfaction and driven greater staff engagement. During the session we will discuss the way the CX team have been able to design then track the ROI being delivered from this world class Insights to Action framework.

Speaking:

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Linda Broady

Advocacy Manager, Foxtel

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James Sowden

Customer Success Director, MaritzCX

Discussion Group: Demonstrating the ROI from a world class Insights to Action framework at Foxtel

October 30 | 13:50 - 14:20

Learn about the way Foxtel established a best in class enterprise wide Voice of Customer program including the practical learnings discovered along the way which have increased customer satisfaction and driven greater staff engagement. During the session we will discuss the way the CX team have been able to design then track the ROI being delivered from this world class Insights to Action framework.

Register

Speaking:

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James Sowden

MaritzCX

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Linda Broady

Foxtel

Track B: Digital CX

1:50

Discussion Group: Mapping digital capabilities to strategic priorities

Speaking:

Bianca Bates Cuscal Limited

Bianca Bates

Chief Client Officer, Cuscal Limited

Rebecca Ullman Canon

Rebecca Ullman

General Manager Service and Support, Canon

Melissa McCarney Mortgage Choice

Melissa McCarney

General Manager, Group Marketing, Mortgage Choice

Discussion Group: Mapping digital capabilities to strategic priorities

October 30 | 13:50 - 14:20

Register

Speaking:

Rebecca Ullman Canon

Rebecca Ullman

Canon

Bianca Bates Cuscal Limited

Bianca Bates

Cuscal Limited

Melissa McCarney Mortgage Choice

Melissa McCarney

Mortgage Choice

Track C: Data & Insights

1:50

Discussion Group: The role of data in personalisation of content and product offering

Speaking:

Simon Belousoff BUPA

Simon Belousoff

Personalisation Lead (Digital Transformation), Bupa

Discussion Group: The role of data in personalisation of content and product offering

October 30 | 13:50 - 14:20

Register

Speaking:

Simon Belousoff BUPA

Simon Belousoff

Bupa

Track A: ROI

2:20

Discussion Group: How to justify/structure a business case for investment in technology to  improve CX

Speaking:

Cath Drinkwater  City of Gold Coast

Cath Drinkwater

Customer Experience Strategy Manager, City of Gold Coast

Lisa Pogonoski  BT Financial

Lisa Pogonoski

General Manager, Customer Resolution, Westpac

Discussion Group: How to justify/structure a business case for investment in technology to  improve CX

October 30 | 14:20 - 14:50

Register

Speaking:

Lisa Pogonoski  BT Financial

Lisa Pogonoski

Westpac

Cath Drinkwater  City of Gold Coast

Cath Drinkwater

City of Gold Coast

Track B: Digital CX

2:20

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

Speaking:

Robin Meijer Usabilla

Robin Meijer

Senior Customer Success Manager Asia-Pacific, Usabilla

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

October 30 | 14:20 - 14:50

Register

Speaking:

Robin Meijer Usabilla

Robin Meijer

Usabilla

Track C: Data & Insights

2:20

Discussion Group: Developing sophisticated reporting and analytics capabilities to interpret customer needs

Speaking:

Juan de rook  Genesis Energy

Juan de Roock

Group Manager – Digital Connection Delivery, Genesis Energy Ltd (NZ)

Discussion Group: Developing sophisticated reporting and analytics capabilities to interpret customer needs

October 30 | 14:20 - 14:50

Register

Speaking:

Juan de rook  Genesis Energy

Juan de Roock

Genesis Energy Ltd (NZ)

Track A: ROI

2:50

Discussion Group: What types of ROI drive your business?

Speaking:

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Kosta Triantafillou

Customer Experience Evangelist, SAP

Discussion Group: What types of ROI drive your business?

October 30 | 14:50 - 15:20

Register

Speaking:

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Kosta Triantafillou

SAP

Track B: Digital CX

2:50

Discussion Group: Personalisation: The link between digital experience and data intelligence

Speaking:

Kishan Vyas Open Corp

Kishan Vyas

Senior Data Analyst, Data Science, Sunsuper

Mark Baartse  Showpo

Mark Baartse

Chief Marketing Officer, Showpo

Discussion Group: Personalisation: The link between digital experience and data intelligence

October 30 | 14:50 - 15:20

Register

Speaking:

Mark Baartse  Showpo

Mark Baartse

Showpo

Kishan Vyas Open Corp

Kishan Vyas

Sunsuper

Track C: Data & Insights

2:50

Discussion Group: How to use data and insights in product innovation

Speaking:

Simon Stevens QBE Australia

Simon Stevens

Customer & Market Insights Manager, QBE Australia

Discussion Group: How to use data and insights in product innovation

October 30 | 14:50 - 15:20

Register

Speaking:

Simon Stevens QBE Australia

Simon Stevens

QBE Australia

3:20

Afternoon Tea & Networking in the Exhibition Area

Afternoon Tea & Networking in the Exhibition Area

October 30 | 15:20 - 15:50

Register

Speaking:

Track A: ROI

3:50

Case Study: Building a better partner experience

This presentation will look at how QBE uplifted its centralised service model for high volume, low touch insurance broker interactions. Behavioural research and segmentation was used to create a remote service model that strengthened broker loyalty and sales performance

Speaking:

Melody Smith QBE Australia

Melody Smith

Business Design Lead, QBE Australia

Case Study: Building a better partner experience

October 30 | 15:50 - 16:15

This presentation will look at how QBE uplifted its centralised service model for high volume, low touch insurance broker interactions. Behavioural research and segmentation was used to create a remote service model that strengthened broker loyalty and sales performance

Register

Speaking:

Melody Smith QBE Australia

Melody Smith

QBE Australia

Track B: Digital CX

3:50

Case Study: 
Leading industry-wide change

How PEXA is digitally transforming an archaic property industry from paper to digital. As CCO Lisa Dowie is driving a member-centric culture to deliver better experiences in a complex ecosystem.

Speaking:

Case Study: 
Leading industry-wide change

October 30 | 15:50 - 16:15

How PEXA is digitally transforming an archaic property industry from paper to digital. As CCO Lisa Dowie is driving a member-centric culture to deliver better experiences in a complex ecosystem.

Register

Speaking: