Enhancing Customer Experience Through VOC, Analytics, Culture, Digitization, Brand Management and User Experience
Rethink. Innovate. Deliver.
There is a distinction between claiming to be customer centric and actually placing the customer at the centre of your organisation. Being truly customer centric means understanding the balance between your bottom line and your customers. Leading organisations like Commonwealth Bank are axing bonuses for employees that upsell and rewarding staff for delivering customer outcomes, not financial outcomes. Similarly, Zappos (USA) are driving the concept of ‘story telling’, delivering such strong customer experiences that they end up as folklore – like their famous 10 hour customer service call!
It is clear that having merely a satisfied customer is no longer enough because customers still have the ability to choose someone else who will go above and beyond. To compete in today’s market and keep up with heightened expectations, you must know your customers inside out to really deliver a personalised customer experience.
Attend the 11th Annual Customer Experience Management Summit 2018 to discover what sets apart the organisations that transform their visions into actions.
Highlights from 2017
THEMES FOR 2018
What lies beyond NPS and how to measure CX success?
How to quantify the impact of CX initiatives on the bottom line?
Data Analytics & Insights
How to leverage data to personalise your customer offering?
How to embed customer thinking into business decision making?
How to empower your staff to drive the customer experience?
How to use storytelling and conversation to establish brand engagement?
FEATURED CASE STUDIES
Recording unheard of customer satisfaction and loyalty levels through a strong brand offering and simplified, personal retail experience.
Shifting from a telephony company to a experience and content organisation to respond to the connected customer.
How Thankyou has prioritised the customer experience to drive consistent customer satisfaction scores of 97%.
Driving the retail experience through a focus on convenience, simplicty and attentitiveness to customer needs.
Getting the basics right to enable an exceptional customer experience.
Seeking advice from customers to shape and influence business transformation.
Brand New Case Studies
Customer Experience Event in Australia
BRAND NEW STREAMS
With a series of impactful discussions lined-up, attend the 11th Annual Customer Experience Management Summit 2018 for inspirations on strategising the next step of your digital-enabled, customer-centric journey. Each stream will be a deep dive into key functions and industries allowing for actionable insights that you can take back to the job. The streams for next year will be:
Day 1 Streams – By Industry
Stream B: Government, Transport and Health
Stream C: Utilities and Telecommunications
Day 2 Streams – By Interest AreaStream A: Insights and Analytics
Stream B: People
Stream C: Digitally Enabled CX
See what our past attendees thought!
"Interesting presenters and attendees. Lots of knowledge in the room. Great networking opportunities."Lauren Trethowan, Lauren Trethowan - Australia Post
"Great content from a variety of speakers. I gained a lot of valuable insights to take back to my business."Anna McMillan, Customer and Consumer - Business Transformation - Lion
"The conference was comprehensive and valuable from both a content subject matter perspective as well as meeting like minded professionals."John Cowen, Program Director - Department of Transport and Main Roads – Queensland
"A valuable opportunity to share information and best practices with some of the best in business."Peter Johns, Customer Satisfaction Program Lead,AGL Energy
"Very valuable. Plenty of networking opportunities, very relevant and targeted seminar."Becky Cooke, Manager Sales ANZ - SAP
"Networking opportunities were good and I had takeaways from most presentations."Warren Dunne, Head of Customer Experience and Enablement- BT Financial Group
"Really interesting and valuable to where we are in our journey and future direction."Matthew Dundules, Experience Manager - Officeworks
"Good barometer of where the CX industry sits at the moment in terms of how they approach CEM and how sophisticated their systems are."Jon O'Loughlin, Executive Director - TNS Australia
"The conference was excellent with some really good speakers."Annette van Dommelen, Account Director - Oracle
"Engaging, thought provoking and exciting initiatives."Samantha Park, National Shared Services Manager - Vittoria Food & Beverage
"It was a great conference, great conversations and lots of learning. "Julie Fedele, Head of Customer Strategy - Bupa
With four international renowned speakers and one Big Ideas Speaker plus over 75% new speakers from Customer Experience Leaders across the APAC region and beyond this truly is the place to find out what’s cutting-edge within the Customer Experience space.
Network like Crazy
With over 250 attendees from local and multi-national blue chip companies our drinks receptions, awards night, focused discussion groups and café zones in the networking hall are the perfect place for you to connect with colleagues old and new.
100% Tailored Advice
There are 10 focused breakout discussions, multiple small group or one-to-one sessions plus the consultation zones sprinkled throughout the Summit meaning that you can get expert advice on the exact problems you face as part of your conference package.
There's a lot to be proud of and the CEM Summit Excellence Awards is your chance to celebrate yours and your team achievements, which translated into benefits across the business!
Grow Your Business
CEM Summit showcases some the most cutting edge technology and service providers in the Customer Experience community. With live demonstrations and interactive exhibits it is THE place to view and select investments.
Online benchmarking sessions, live polling, crowd-sourced Q&A, interactive discussion groups, closed door fire side chats and QR Code facilitated networking all focused on giving our customer a voice at the event.
What's New for 2018!
4x International Speakers
60+ Expert Speaker Panel
New Streams by Function and Industry
6 New Tracks
Industry Leading Awards Night
60% New Speaker Companies - Tesla, Qantas, more
Interactive Mobile App
Speaker Corner Interviews
Who will you meet at CEM 2018?
- Customer Experience
- User Experience
- Customer Analytics
- Contact Centre
- Customer Operations
- Customer Relations
- Customer Support and Care
- Customer Experience Technology
- Customer Service
- Service Delivery
- Innovation & Technology
- Digital Channels
From the following industries:
- Finance, Banking, Insurance,
- Federal and Local Government
- Energy Retailers
- Gambling Industry
- Airlines and Hotel Groups
- Mortgage Lenders & Brokers
Join the Customer Experience Management LinkedIn Community
Be part of the conversation and join this exclusive forum where CEM professionals can come together to discuss industry innovations and strategies for customers in Australia and New Zealand – and ultimately learn from experts in the industry.