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
08:40
Corinium Global Intelligence Welcome Address
Corinium Global Intelligence Welcome Address
October 22 | 08:40 - 08:45
Speaking:
08:45
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 | 08:45 - 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!
Speaking:
08:55
International Keynote: Creating seamless and personalised experiences that drive brand loyalty and love
Serving 264 million customer worldwide, Orange is one of the largest operators of mobile and internet services in Europe and Africa and a global leader in corporate telecommunication services.
Speaking:
Cristina Zanchi
Chief Consumer Officer, Orange Belgium
International Keynote: Creating seamless and personalised experiences that drive brand loyalty and love
October 22 | 08:55 - 09:20
Serving 264 million customer worldwide, Orange is one of the largest operators of mobile and internet services in Europe and Africa and a global leader in corporate telecommunication services.
09:20
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 | 09:20 - 09:45
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.
09:45
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 | 09:45 - 10:10
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.
10:10
Keynote case study: 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, Rachna Gandhi 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.
Keynote case study: CX businesses in an era of customer obsession and increasing customer expectations
October 22 | 10:10 - 10:35
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, Rachna Gandhi 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:
10:35
Speed Networking
Speed Networking
October 22 | 10:35 - 10:45
Speaking:
10:45
Mid-Morning Coffee & Networking in the Exhibition Area
Mid-Morning Coffee & Networking in the Exhibition Area
October 22 | 10:45 - 11:15
Speaking:
11:15
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 key learnings from other organisations to fast track improvement and innovation
Speaking:
Brad Meehan
Managing Director, Strativity Group
Taking the next step in your customer experience journey
October 22 | 11:15 - 11:40
- Where are you placed on the CX maturity curve
- What are the next steps for organisations at different stages
- How to apply key learnings from other organisations to fast track improvement and innovation
11:40
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 | 11:40 - 12:05
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.
12:05
Capturing the Most Relevant Customer Data From Various Channels and Utilising Insights
Capturing the Most Relevant Customer Data From Various Channels and Utilising Insights
October 22 | 12:05 - 12:30
Speaking:
12:30
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:
Troy Barnes
Chief Customer Officer, Pizza Hut Asia Pacific
Nicole McInnes
Former Chief Marketing Officer, OVO
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 | 12:30 - 12:55
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.
12:55
Buffet Lunch & Networking in the Exhibition Area
Buffet Lunch & Networking in the Exhibition Area
October 22 | 12:55 - 13:50
Speaking:
Track A - Case studies
1:55
Case Study: Hyperscience - How Robotics and AI are driving operational improvement at QBE
QBE Ventures has partnered with HyperScience, a machine learning company focused on building enterprise-grade artificial intelligence (AI) solutions for automating office work.
From driving operational efficiency to unlocking a wealth of new data and insights, HyperScience has delivered a platform that will support QBE's objectives of delivering 'Brilliant Basics' in underwriting, pricing and claims.
This case study will examine how this partnership has:
- Automated the transformation of human-readable content into machine-readable data with far greater speed and accuracy than legacy data capture technologies
- Facilitated straight-through-processing and achieved faster customer response times
- Unlocked data that has historically been trapped in static and unsearchable documents
Speaking:
Marcus Marchant
Chief Digital & Innovation Officer, QBE Insurance
Case Study: Hyperscience - How Robotics and AI are driving operational improvement at QBE
October 22 | 13:55 - 14:20
QBE Ventures has partnered with HyperScience, a machine learning company focused on building enterprise-grade artificial intelligence (AI) solutions for automating office work.
From driving operational efficiency to unlocking a wealth of new data and insights, HyperScience has delivered a platform that will support QBE's objectives of delivering 'Brilliant Basics' in underwriting, pricing and claims.
This case study will examine how this partnership has:
- Automated the transformation of human-readable content into machine-readable data with far greater speed and accuracy than legacy data capture technologies
- Facilitated straight-through-processing and achieved faster customer response times
- Unlocked data that has historically been trapped in static and unsearchable documents
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
Joshua Walther
Chief Customer Officer, Tyro Payments
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 A - Case studies
2:20
Case Study: The Woolworths transformation – ‘Delivery now’
- How are we dealing with matching budgets to customer expectations?
- How are they keeping their teams motivated
- Understanding the new operational metrics
- How we are delivering better service for customers through digital
Speaking:
Liam Ward
General Manager Transformation Delivery, Woolworths Group
Case Study: The Woolworths transformation – ‘Delivery now’
October 22 | 14:20 - 14:45
- How are we dealing with matching budgets to customer expectations?
- How are they keeping their teams motivated
- Understanding the new operational metrics
- How we are delivering better service for customers through digital
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 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
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.
Track A - Case studies
3:10
Case Study: The Human Side of Personalisation
- How are we inserting empathy and humanity into our service experiences?
- Does this really matter in an age of exponential technology growth?
- Does it make customers happier?
- Do we make more money?
Speaking:
Case Study: The Human Side of Personalisation
October 22 | 15:10 - 15:35
- How are we inserting empathy and humanity into our service experiences?
- Does this really matter in an age of exponential technology growth?
- Does it make customers happier?
- Do we make more money?
Speaking:
Track B - Discussion Groups
3:10
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
Liam Ward
General Manager Transformation Delivery, Woolworths Group
Discussion Group: Building a truly digital culture for customers, employees and senior management
October 22 | 15:10 - 15:35
- Ensuring your front line staff are digital advocates
- Engaging within senior levels of the organisation to ensure the digital piece is truly customer centric
3:35
Afternoon Tea & Networking in the Exhibition Area
Meet the speakers round tables
Speaking:
David Scribner
Chief Customer Officer, Ooh! Media
Cristina Zanchi
Chief Consumer Officer, Orange Belgium
4:05
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 | 16:05 - 16:30
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.
4:30
Mastering messaging and engagement in a B2B2C environment
- Overcoming the challenge of creating alignment with your trade customer - aligning priorities
- Who owns the consumer in this environment?
- We know about the brand but the retailer knows about the customer – ensuring a three-way win
- In an era where data is so present, how do brand equity and brand health and create brand desirability?
Mastering messaging and engagement in a B2B2C environment
September 14 | 16:30 - 16:55
- Overcoming the challenge of creating alignment with your trade customer - aligning priorities
- Who owns the consumer in this environment?
- We know about the brand but the retailer knows about the customer – ensuring a three-way win
- In an era where data is so present, how do brand equity and brand health and create brand desirability?
Speaking:
4:55
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
Biomedical Engineer and Thought-Leader, Human-Centered Design
The realities and shadows of human centred organisations
October 22 | 16:55 - 17:20
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
Keynote Fireside chat: Zero Friction Future at Facebook
October 23 | 09:00 - 09:25
- 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
09:25
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 23 | 09:25 - 09:50
- 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
09:50
How to become the company your customers want you to be
How to become the company your customers want you to be
October 23 | 09:50 - 10:15
Speaking:
10:15
Keynote: Extending a helping paw - Applying CX in the NGO sector
Speaking:
Gabrielle Dracopoulos
Head of Experience Transformation, Guide Dogs NSW/ACT
10:40
Mid-Morning Coffee & Networking in the Exhibition Area
Meet the speakers round tables:
Speaking:
Richard Spencer
Chief Customer Experience Officer, NSW Business Chamber
Todd Stevenson
Chief Customer Officer and Chief Marketing Officer, Colonial First State
Lexi Airey
Chief Executive Officer, Gateway Bank
Tom McCann
Principal, Head of Member Experience, Aon Hewitt
Round tables
11:10
Round tables
11:10
2. CX STRATEGY
Speaking:
Tom McCann
Principal, Head of Member Experience, Aon Hewitt
Round tables
11:10
3. OMNI-CHANNEL STRATEGY
3. OMNI-CHANNEL STRATEGY
October 23 | 11:10 - 11:40
Speaking:
Round tables
11:10
4. GETTING STARTED WITH AI
4. GETTING STARTED WITH AI
October 23 | 11:10 - 11:40
Speaking:
Round tables
11:10
5. PRODUCT INNOVATION
5. PRODUCT INNOVATION
October 23 | 11:10 - 11:40
Speaking:
Round tables
11:10
6. EMPLOYEE ENGAGEMENT
Speaking:
Rachel Hamlen
Head of Customer Experience, FairVine
Round tables
11:10
7. EMPOWERING CUSTOMERS WITH SELF-SERVICE
Speaking:
Kellie Hackney
Leader Northern Region, Zendesk
11:40
Keynote Case Study: Customer Excellence at MLC Life Insurance
Speaking:
Louise Portelli
Chief Customer Experience Officer, MLC Life Insurance
12:05
Weighing up the Benefit of AI Applications: Ensuring The Right Technology is Selected for Maximum Customer Satisfaction
- Identifying the right applications for your business to maximise ROI and meet what your customers truly want and need
- Aligning technology with your customer demands and assessing the financial viability and return
- Weighing up the cost vs cost benefit
Speaking:
Weighing up the Benefit of AI Applications: Ensuring The Right Technology is Selected for Maximum Customer Satisfaction
October 23 | 12:05 - 12:30
- Identifying the right applications for your business to maximise ROI and meet what your customers truly want and need
- Aligning technology with your customer demands and assessing the financial viability and return
- Weighing up the cost vs cost benefit
Speaking:
12:30
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:
Emma Harrington
Chief Customer Officer, MYNRMA
Keynote session: Taking customers on the journey for almost 100 years
October 23 | 12:30 - 12:55
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
12:55
Buffet Lunch & Networking in the Exhibition Area
Buffet Lunch & Networking in the Exhibition Area
October 23 | 12:55 - 13:55
Speaking:
Track A - Case studies
1:55
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 | 13:55 - 16:35
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.
Track B - Discussion Groups
1:55
Discussion Group: Mastering employee experience to achieve long term customer success
Speaking:
Richard Spencer
Chief Customer Experience Officer, NSW Business Chamber
Track A - Case studies
2:20
Case Study: Customer Excellence at Telstra
Speaking:
Case Study: Customer Excellence at Telstra
October 23 | 14:20 - 14:45
Speaking:
Track B - Discussion Groups
2:20
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
2:45
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
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 | 14:45 - 15:10
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.
Track B - Discussion Groups
2:45
Discussion Group: Leveraging voice of customer insights to create a better digital customer experience
Speaking:
James Coyle
Chief Customer Officer, SuperEd
3:10
Afternoon Tea & Networking in the Exhibition Area
Afternoon Tea & Networking in the Exhibition Area
October 23 | 15:10 - 15:30
Speaking:
3:30
Using data innovation to drive personalisation and customer retention
- Creating a new product within six weeks based on customer demand
- Building the people capability for customer driven innovation, and taking them on that journey
- Using data to surprise and delight new and existing customers
- How do we make best use of our current data?
- Tips for strengthening relationships with existing customers
- Moving beyond the transactional CX - How do we demonstrate we care about our customers?
- Key take learnings from the recent work
Speaking:
Troy Barnes
Chief Customer Officer, Pizza Hut Asia Pacific
Using data innovation to drive personalisation and customer retention
October 23 | 15:30 - 15:55
- Creating a new product within six weeks based on customer demand
- Building the people capability for customer driven innovation, and taking them on that journey
- Using data to surprise and delight new and existing customers
- How do we make best use of our current data?
- Tips for strengthening relationships with existing customers
- Moving beyond the transactional CX - How do we demonstrate we care about our customers?
- Key take learnings from the recent work
3:55
Forecasting and Measuring the ROI on Your Customer Transformation Initiatives
Forecasting and Measuring the ROI on Your Customer Transformation Initiatives
October 23 | 15:55 - 16:20
Speaking:
3:55
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:
QUICK FIRE SHOWCASE: Capturing consumers emotionally – beyond their data
October 22 | 15:55 - 16:20
5 speakers, 5 minutes each. Each will demonstrate creative and imaginative ways that people have connected with customers.
Speaking:
4:20
A review of NSW Telco's award winning customer engagement transformation
Speaking:
Kylie De Courteney
Managing Director, NSW Telco Authority
4:45
Conference Close
Conference Close
October 23 | 16:45