Registration, Coffee & Networking in the Exhibition Area
October 30 | 08:00 - 08:35
Chief Customer Officer Sydney
30-31 October, 2018, Swissotel
Conference Day 1
October 30th 2018
October 30th 2018
08:00
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
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!
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
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.
09:20
The future of CX in an era of customer obsession and increasing expectations
Speaking:
Cynthia Krieger
Senior Customer Experience Manager, 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.
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
Speaking:
Round:tables
10:40
2. HUMAN CENTRED DESIGN
Speaking:
David Price
Director of Patient Experience, Waitemata District Health Board (NZ)
Round:tables
10:40
3. VOICE OF CUSTOMER
Speaking:
Jenny Ting
Customer Experience Specialist, Zurich Insurance Company Ltd
Round:tables
10:40
4. OMNI-CHANNEL STRATEGY
Speaking:
Jonathan Weavers
Customer Marketing and Insights Manager, Moët Hennessy Australia
Round:tables
10:40
5. CONTACT CENTRES
Speaking:
Chris Rawlins
Chief Customer Officer, Live Better Community Services
Round:tables
10:40
7. CX STRATEGY
Speaking:
Vanessa Stewart
Customer Experience Change Lead, LION
Round:tables
10:40
8. EMPLOYEE ENGAGEMENT
Speaking:
Cynthia Krieger
Senior Customer Experience Manager, Tesla (US)
Round:tables
10:40
9. DATA INTELLIGENCE
Speaking:
Simone Roberts
Head of Data & Analytics Hub , Foxttel
Round:tables
10:40
1. ANALYTIC-DRIVEN CUSTOMER CONTACT STRATEGIES
Speaking:
Troy Kusabs
CI Lead, SAS Australia & New Zealand
Round:tables
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
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.
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
Chief Customer Officer,, Pizza Hut Asia Pacific
Lawrence Mitchell
Chief Customer Officer,, Sumo Salad
Lisa Pogonoski
General Manager, Customer Resolution, Westpac
Lee Scales
Chief Customer Officer,, UniSuper
Kylie De Courteney
Chief Customer Officer, Service NSW
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.
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
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
12:50
Buffet Lunch & Networking in the Exhibition Area
Buffet Lunch & Networking in the Exhibition Area
October 30 | 12:50 - 13:50
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.
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.
Track B: Digital CX
1:50
Discussion Group: Mapping digital capabilities to strategic priorities
Speaking:
Bianca Bates
Chief Client Officer, Cuscal Limited
Rebecca Ullman
General Manager Service and Support, Canon
Melissa McCarney
General Manager, Group Marketing, Mortgage Choice
Track C: Data & Insights
1:50
Discussion Group: The role of data in personalisation of content and product offering
Speaking:
Simon Belousoff
Personalisation Lead (Digital Transformation), 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
Customer Experience Strategy Manager, City of Gold Coast
Lisa Pogonoski
General Manager, Customer Resolution, Westpac
Track B: Digital CX
2:20
Presentation: Leveraging voice of customer insights to create a better digital customer experience
Speaking:
Robin Meijer
Senior Customer Success Manager Asia-Pacific, Usabilla
Track C: Data & Insights
2:20
Discussion Group: Developing sophisticated reporting and analytics capabilities to interpret customer needs
Speaking:
Juan de Roock
Group Manager – Digital Connection Delivery, Genesis Energy Ltd (NZ)
Track A: ROI
2:50
Discussion Group: What types of ROI drive your business?
Speaking:
Kosta Triantafillou
Customer Experience Evangelist, SAP
Track B: Digital CX
2:50
Discussion Group: Personalisation: The link between digital experience and data intelligence
Speaking:
Kishan Vyas
Senior Data Analyst, Data Science, Sunsuper
Mark Baartse
Chief Marketing Officer, Showpo
Track C: Data & Insights
2:50
Discussion Group: How to use data and insights in product innovation
Speaking:
Simon Stevens
Customer & Market Insights Manager, QBE Australia
3:20
Afternoon Tea & Networking in the Exhibition Area
Afternoon Tea & Networking in the Exhibition Area
October 30 | 15:20 - 15:50
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
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
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: