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...
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!
Speaking:
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...
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...
Speaking:
Rod Moynihan
Director A/NZ, Zendesk
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.
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:
Roundtables
10:40
2. HUMAN CENTRED DESIGN
Speaking:
David Price
Director of Patient Experience, Waitemata District Health Board (NZ)
Roundtables
10:40
3. VOICE OF CUSTOMER
Speaking:
Jenny Ting
Customer Experience Specialist, Zurich Insurance Company Ltd
Roundtables
10:40
4. OMNI-CHANNEL STRATEGY
Speaking:
Jonathan Weavers
Customer Marketing and Insights Manager, Moët Hennessy Australia
Rod Moynihan
Director A/NZ, Zendesk
Roundtables
10:40
5. CONTACT CENTRES
Speaking:
Chris Rawlins
Chief Customer Officer, Live Better Community Services
Roundtables
10:40
7. CX STRATEGY
7. CX STRATEGY
October 30 | 10:40 - 11:20
Speaking:
Roundtables
10:40
8. EMPLOYEE ENGAGEMENT
8. EMPLOYEE ENGAGEMENT
October 30 | 10:40 - 11:20
Speaking:
Roundtables
10:40
9. DATA INTELLIGENCE
Speaking:
Simone Roberts
Head of Data & Analytics Hub , Foxttel
Roundtables
10:40
1. ANALYTIC-DRIVEN CUSTOMER CONTACT STRATEGIES
Speaking:
Troy Kusabs
CI Lead, SAS Australia & New Zealand
Roundtables
10:40
6. TECHNOLOGY INVESTMENT & ROI
Speaking:
David Blakers
Managing Director, MaritzCX APAC
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 look...
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 look at 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 AI powered personalised video technology to acquire, engage and retain customers
In this session Rodd Martin, Founder of Smart Video Australia and Automation AI Labs US, will show you how your organisation can leverage this cutting-edge technology as a complimentary adjunct to...
Speaking:
Rodd Martin
Founder and CEO , Smart Video Australia
How to use AI powered personalised video technology to acquire, engage and retain customers
October 30 | 12:25 - 12:50
In this session Rodd Martin, Founder of Smart Video Australia and Automation AI Labs US, will show you how your organisation can leverage this cutting-edge technology as a complimentary adjunct to your existing VOC program. Learn how this world first AI powered virtual video assistant can reduce call centre traffic, and increase customer acquisition across all industry verticals. Smart Video Australia will also showcase their latest customer acquisition and engagement solution - the world’s first Real Time Video Chat Bot Technology and introduce you to Immersive Conversational Websites.
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...
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 - Customer Operations and Service Excellence, Canon
Melissa McCarney
General Manager, Group Marketing, Mortgage Choice
Track C - Data & Insights
1:50
Discussion Group: Levering data and analytics to uncover real customer pain points
Speaking:
Nissanka Janaratne
Digital Advisory & Transformation, Westpac
Sharon Melamed
Managing Director, Matchboard
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
Discussion Group: 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