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Chief Customer Officer Sydney

22-23 October 2019

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Conference Day 1 - October 22nd 2019
08:00

Registration, Coffee & Networking in the Exhibition Area

Registration, Coffee & Networking in the Exhibition Area

October 22 | 08:00 - 08:35

Register 

Speaking:

08:40

Corinium Global Intelligence Welcome Address

Corinium Global Intelligence Welcome Address

October 22 | 08:40 - 08:45

Register 

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!

Register 

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

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.

Register 

Speaking:

Cristina Zanchi

Cristina Zanchi

Orange Belgium

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:

Screen Shot 2018-11-13 at 14.38.54

Rachael Powell

Chief Customer, People & Marketing Officer, Xero

Cambell Holt

Cambell Holt

Chief Customer Officer, Mercer

Jane Francis

Jane Francis

Chief Customer Officer, UBank

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

October 22 | 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.

Register 

Speaking:

Screen Shot 2018-11-13 at 14.38.54

Rachael Powell

Xero

Jane Francis

Jane Francis

UBank

Cambell Holt

Cambell Holt

Mercer

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-1

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.

Register 

Speaking:

Kellie Hackney-1

Kellie Hackney

Zendesk

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.

Register 

Speaking:

10:35

Speed Networking

Speed Networking

October 22 | 10:35 - 10:45

Register 

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


Register 

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-1

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
Register 

Speaking:

Brad Meehan-1

Brad Meehan

Strativity Group

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:

Screen Shot 2018-11-13 at 14.38.54

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.

Register 

Speaking:

Screen Shot 2018-11-13 at 14.38.54

Rachael Powell

Xero

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

Register 

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 Pizza Hut

Troy Barnes

Chief Customer Officer, Pizza Hut Asia Pacific

Screen Shot 2018-11-13 at 14.30.27

Nicole McInnes

Former Chief Marketing Officer, OVO

Todd Stevenson

Todd Stevenson

Chief Customer Officer and Chief Marketing Officer, Colonial First State

Marcus Marchant-1

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.

Register 

Speaking:

Troy Barnes Pizza Hut

Troy Barnes

Pizza Hut Asia Pacific

Marcus Marchant-1

Marcus Marchant

QBE Insurance

Screen Shot 2018-11-13 at 14.30.27

Nicole McInnes

OVO

Todd Stevenson

Todd Stevenson

Colonial First State

12:55

Buffet Lunch & Networking in the Exhibition Area

Buffet Lunch & Networking in the Exhibition Area

October 22 | 12:55 - 13:50

Register 

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-1

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
Register 

Speaking:

Marcus Marchant-1

Marcus Marchant

QBE Insurance

Track B - Discussion Groups

1:55

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

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

Speaking:

Maria Loyez

Maria Loyez

Chief Customer Officer, Volt Bank

Joshua Walther

Joshua Walther

Chief Customer Officer, Tyro Payments

Kellie Hackney-1

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
Register 

Speaking:

Kellie Hackney-1

Kellie Hackney

Zendesk

Maria Loyez

Maria Loyez

Volt Bank

Joshua Walther

Joshua Walther

Tyro Payments

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

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
Register 

Speaking:

Liam Ward

Liam Ward

Woolworths Group

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 Usabilla

Robin Meijer

Customer Success Lead Asia-Pacific, Usabilla

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

October 22 | 14:20 - 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
Register 

Speaking:

Robin Meijer Usabilla

Robin Meijer

Usabilla

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

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
Register 

Speaking:

David Scribner

David Scribner

Ooh! Media

Track B - Discussion Groups

2:45

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

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

Speaking:

Lauren Crawley-1

Lauren Crawley

Head of Marketing & Innovation Babycare, Kimberly-Clark

Tom McCann Aon Hewitt

Tom McCann

Principal, Head of Member Experience, Aon Hewitt

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

October 22 | 14:45 - 15:10

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

Register 

Speaking:

Tom McCann Aon Hewitt

Tom McCann

Aon Hewitt

Lauren Crawley-1

Lauren Crawley

Kimberly-Clark

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?
Register 

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

Maria Loyez

Chief Customer Officer, Volt Bank

Liam Ward

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
Register 

Speaking:

Liam Ward

Liam Ward

Woolworths Group

Maria Loyez

Maria Loyez

Volt Bank

3:35

Afternoon Tea & Networking in the Exhibition Area

Meet the speakers round tables

Speaking:

David Scribner

David Scribner

Chief Customer Officer, Ooh! Media

Cristina Zanchi

Cristina Zanchi

Chief Consumer Officer, Orange Belgium

Afternoon Tea & Networking in the Exhibition Area

October 22 | 15:35 - 16:05

Meet the speakers round tables

Register 

Speaking:

Cristina Zanchi

Cristina Zanchi

Orange Belgium

David Scribner

David Scribner

Ooh! Media

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:

Eraj Ghafoori

Dr. Eraj Ghafoori

Behavioural Economist - Customer Experience, AustralianSuper

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

October 22 | 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.

Register 

Speaking:

Eraj Ghafoori

Dr. Eraj Ghafoori

AustralianSuper

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?
Register 

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:

Melis Senova

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.

Register 

Speaking:

Melis Senova

Dr. Melis Senova

Human-Centered Design

5:20

Networking Drinks in the Exhibition Area

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

Networking Drinks in the Exhibition Area

October 22 | 17:20 - 19:00

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

Register 

Speaking:

Conference Day 2 - October 23rd 2019
08:30

Registration, Coffee & Networking in the Exhibition Area

Registration, Coffee & Networking in the Exhibition Area

October 23 | 08:30 - 08:55

Register 

Speaking:

08:55

Chair’s Opening Remarks

Speaking:

Chair’s Opening Remarks

October 23 | 08:55 - 09:00

Register 

Speaking:

09:00

Keynote Fireside chat: Zero Friction Future at Facebook

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

Speaking:

Paul McCrory

Paul McCrory

Group Industry Director, Facebook

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
Register 

Speaking:

Paul McCrory

Paul McCrory

Facebook

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

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
Register 

Speaking:

Todd Stevenson

Todd Stevenson

Colonial First State

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

Register 

Speaking:

10:15

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

Speaking:

Screen Shot 2018-11-13 at 14.27.46

Gabrielle Dracopoulos

Head of Experience Transformation, Guide Dogs NSW/ACT

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

October 23 | 10:15 - 10:40

Register 

Speaking:

Screen Shot 2018-11-13 at 14.27.46

Gabrielle Dracopoulos

Guide Dogs NSW/ACT

10:40

Mid-Morning Coffee & Networking in the Exhibition Area


Meet the speakers round tables:

Speaking:

Richard Spencer-1

Richard Spencer

Chief Customer Experience Officer, NSW Business Chamber

Todd Stevenson

Todd Stevenson

Chief Customer Officer and Chief Marketing Officer, Colonial First State

Lexi Airey

Lexi Airey

Chief Executive Officer, Gateway Bank

Tom McCann Aon Hewitt

Tom McCann

Principal, Head of Member Experience, Aon Hewitt

Mid-Morning Coffee & Networking in the Exhibition Area

October 23 | 10:40 - 11:10


Meet the speakers round tables:

Register 

Speaking:

Lexi Airey

Lexi Airey

Gateway Bank

Todd Stevenson

Todd Stevenson

Colonial First State

Tom McCann Aon Hewitt

Tom McCann

Aon Hewitt

Richard Spencer-1

Richard Spencer

NSW Business Chamber

Round tables

11:10

1. VOICE OF CUSTOMER

Speaking:

1. VOICE OF CUSTOMER

October 23 | 11:10 - 11:40

Register 

Speaking:

Round tables

11:10

2. CX STRATEGY

Speaking:

Tom McCann Aon Hewitt

Tom McCann

Principal, Head of Member Experience, Aon Hewitt

2. CX STRATEGY

October 23 | 11:10 - 11:40

Register 

Speaking:

Tom McCann Aon Hewitt

Tom McCann

Aon Hewitt

Round tables

11:10

3. OMNI-CHANNEL STRATEGY

3. OMNI-CHANNEL STRATEGY

October 23 | 11:10 - 11:40

Register 

Speaking:

Round tables

11:10

4. GETTING STARTED WITH AI

4. GETTING STARTED WITH AI

October 23 | 11:10 - 11:40

Register 

Speaking:

Round tables

11:10

5. PRODUCT INNOVATION

5. PRODUCT INNOVATION

October 23 | 11:10 - 11:40

Register 

Speaking:

Round tables

11:10

6. EMPLOYEE ENGAGEMENT

Speaking:

Rachel Hamlen

Rachel Hamlen

Head of Customer Experience, FairVine

6. EMPLOYEE ENGAGEMENT

October 23 | 11:10 - 11:40

Register 

Speaking:

Rachel Hamlen

Rachel Hamlen

FairVine

Round tables

11:10

7. EMPOWERING CUSTOMERS WITH SELF-SERVICE

Speaking:

Kellie Hackney-1

Kellie Hackney

Leader Northern Region, Zendesk

7. EMPOWERING CUSTOMERS WITH SELF-SERVICE

October 23 | 11:10 - 11:40

Register 

Speaking:

Kellie Hackney-1

Kellie Hackney

Zendesk

11:40

Keynote Case Study: Customer Excellence at MLC Life Insurance

Speaking:

Louise Portelli

Louise Portelli

Chief Customer Experience Officer, MLC Life Insurance

Keynote Case Study: Customer Excellence at MLC Life Insurance

October 22 | 11:40 - 12:05

Register 

Speaking:

Louise Portelli

Louise Portelli

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
Register 

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

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
Register 

Speaking:

Emma Harrington

Emma Harrington

MYNRMA

12:55

Buffet Lunch & Networking in the Exhibition Area

Buffet Lunch & Networking in the Exhibition Area

October 23 | 12:55 - 13:55

Register 

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

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.
Register 

Speaking:

Lexi Airey

Lexi Airey

Gateway Bank

Track B - Discussion Groups

1:55

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

Speaking:

Richard Spencer-1

Richard Spencer

Chief Customer Experience Officer, NSW Business Chamber

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

October 23 | 13:55 - 14:20

Register 

Speaking:

Richard Spencer-1

Richard Spencer

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

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Speaking:

Track B - Discussion Groups

2:20

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

Speaking:

Tom McCann Aon Hewitt

Tom McCann

Principal, Head of Member Experience, Aon Hewitt

Louise Portelli

Louise Portelli

Chief Customer Experience Officer, MLC Life Insurance

Rachel Hamlen

Rachel Hamlen

Head of Customer Experience, FairVine

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

October 23 | 14:20 - 14:45

Register 

Speaking:

Louise Portelli

Louise Portelli

MLC Life Insurance

Tom McCann Aon Hewitt

Tom McCann

Aon Hewitt

Rachel Hamlen

Rachel Hamlen

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

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.

Register 

Speaking:

Michelle Pascoe

Michelle Pascoe

Optimum Operating Procedures and Services Pty Ltd (OOPS)

Track B - Discussion Groups

2:45

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

Speaking:

James Coyle-1

James Coyle

Chief Customer Officer, SuperEd

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

October 23 | 14:45 - 15:10

Register 

Speaking:

James Coyle-1

James Coyle

SuperEd

3:10

Afternoon Tea & Networking in the Exhibition Area

Afternoon Tea & Networking in the Exhibition Area

October 23 | 15:10 - 15:30

Register 

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 Pizza Hut

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
Register 

Speaking:

Troy Barnes Pizza Hut

Troy Barnes

Pizza Hut Asia Pacific

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

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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.

Register 

Speaking:

4:20

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

Speaking:

Kylie De Courteney Service NSW

Kylie De Courteney

Managing Director, NSW Telco Authority

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

October 23 | 16:20 - 16:45

Register 

Speaking:

Kylie De Courteney Service NSW

Kylie De Courteney

NSW Telco Authority

4:45

Conference Close

Conference Close

October 23 | 16:45

Register 

Speaking: