27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW

Conference Day One: Monday, 27th May 2019

9:00 am - 9:10 am Opening Remarks

9:10 am - 9:45 am Utilising Customer Driven Innovation to Get to Market Quicker with Products that Actually Solve Customer Problems

Troy Barnes - Chief Customer Officer, Pizza Hut Asia Pacific
Generating quality customer insights and turning out a corresponding product in a timeframe that meets customer demands, without spending the earth is a challenge faced by all sectors currently. Previously, Troy recognized the need to install innovation within AIA by developing these capabilities within the organization, and is now in the process of taking Pizza Hut on this journey. In this session:

  • Overview of the innovation process and how it IS possible to develop a new product; from research to delivery, in just 6 weeks
  • How this approach has enabled the organization to think differently and sparked true innovation 
  • The two pillars of this approach: developing Capability and People & actually talking to customers and how to do both of these effectively

Speaker:
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Troy Barnes

Chief Customer Officer
Pizza Hut Asia Pacific

Technologies like automation, chatbots and AI can create great savings on labour and can significantly expedite the customer purchasing and assistance processes. The challenge for businesses now is balancing technology and people across multiple channels so that the customer receives efficient service without having to sacrifice the opportunity for human connectedness when it’s needed. In this panel discussion: 

  • What have your customers told you about the value and requirement of face to face service?  
  • Can you a situation where a face to face element of the business will become redundant?
  • Do you see a place for chatbots within your business? 
  • How have you integrated technology to give it more personable presence?

Panelists:
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Slade Sherman

Chief Experience Officer
iSelect

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Gerard McDermott

Chief Strategy & Customer Officer
MetLife

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Kylie DeCourteney

Chief Customer Officer
Service NSW

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Scott Howard

Head of Customer Experience and Insights
QBE Insurance

10:20 am - 10:50 am Speed Networking

10:50 am - 11:20 am Morning Tea

Stream A- Banking, Financial Services and Insurance

11:20 am - 11:50 am Scaling Customer Obsession at SunSuper
Leigh McDonald - General Manager Direct Channels, Kiwibank
Karishma Mendiratta - Head of Customer Experience and Digital, Sunsuper
SunSupers’ customer obsession journey began in 2015 when technology and customer functions were brought together. While at first the motivation for the customer pivot was bottom-up, having secured executive support; this is now a top-down transformation. In this session Karishma will share the journey to date:

  • What has worked well in embracing customer obsession across the organization and what hasn’t
  • How SunSuper is working to scale the customer capabilities and answering some big questions in doing so, such as: what does the workforce of the future look like? What capabilities will we need?
  • Overcoming the challenges of the cultural shift, which have been the most challenging element on the journey

Chaired By:
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Leigh McDonald

General Manager Direct Channels
Kiwibank

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Karishma Mendiratta

Head of Customer Experience and Digital
Sunsuper

Stream B- Government, Health, Education and Not for Profit

11:20 am - 11:50 am Improving Retention Through Journey Mapping and Internal Collaboration
Mark Young - Senior Manager, Sales and Customer Experience, La Trobe University
Tim Maillet - Deputy Director, Strategic Marketing & Student Recruitment, University of Technology Sydney
UTS are 18 months into a Student Experience transformation program. Initially established to put a stop to declining postgraduate enrolment numbers, insights gained throughout the process have been so valuable the program is being extended to improve undergraduate student experience also. In this session Tim will cover:

  • Using end to end mapping of the postgraduate experience along with qualitative research to develop and test student personas, work out why students chose to/ not to study at UTS and what the expected SX was and the shortcomings
  • Collaborating with Student Administration and Student Services to target ‘quick wins’ initially, such as digitizing the application process, improving application turn around times at Student Administration and increasing the provision of Career Guidance
  • Responding to curriculum based feedback by streamlining curriculum approvals process and improving the integrity of the course application process to ensure new courses are demand, not supply led  
  • Investing time into working closely with top tier administration and academics, as insights indicated that in-class experience is still the most important element of the student experience

Chaired By:
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Mark Young

Senior Manager, Sales and Customer Experience
La Trobe University

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Tim Maillet

Deputy Director, Strategic Marketing & Student Recruitment
University of Technology Sydney

Stream C- Utilities, Telecommunications, Logistics and Manufacturing

11:20 am - 11:50 am Deploying a Customer 1st Strategy to Improve Customer Quality of Life
Roz Baker - Head of Customer Strategy, Queensland Urban Utilities
Queensland Urban Utilities is doing something special. Although they have no direct competitors, they’ve made the commitment to do the right thing for the community and simultaneously future proof the organization through customer-centricity. After spending 3.5 years laying the foundations through improving internal processes and gaining solid customer insights QUU is now on the precipice of deploying their 1st customer strategy. In this session Roz will share:

  • The organisational journey; from very unique beginnings 10 years ago to today- a culture united through their passion for community
  • How QUU is currently engaged in making a difference in the community through innovation 
  • How the digital, customer and marketing functions have collaborated to fulfill the company vision of enriching quality of life
  • How the customer strategy has evolved since conception

Chaired By:
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Roz Baker

Head of Customer Strategy
Queensland Urban Utilities

Stream C- Utilities, Telecommunications, Logistics and Manufacturing

11:20 am - 11:50 am Reinventing Your ABC
Paul Dance - Head of Service and Support, Customer Experience, Canon NZ
Leisa Bacon - Director of Audiences, Australian Broadcasting Corporation
The Australian Broadcasting Corporation is, and always has been, in a unique position in Australian media, as Australia’s public broadcaster. It’s also been somewhat of a leader when it comes to moving into new technology platforms and digital media opportunities. 

Leisa will look at how the ABC is continuing to evolve an incredibly valuable, 86-year-old institution for an increasingly digital future, as audience behaviours change. Covering how the organisation is adapting the audience experience across the ABC, to meet future audience needs, and how this impacts on brand, product and marketing in an industry that has a number of high profile challengers. Key elements of this will be:

  • How the ABC is improving both the understanding of audiences, and the consistency of brand experience
  • How the enterprise is being re-designed to support this evolution

Chaired By:
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Paul Dance

Head of Service and Support, Customer Experience
Canon NZ

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Leisa Bacon

Director of Audiences
Australian Broadcasting Corporation

11:50 am - 11:55 am Break to change rooms

Stream A- Banking, Financial Services and Insurance

11:55 am - 12:25 pm Taking a 1 on 1 Approach to Generating Rich Customer Insights at BT Financial
Van Dissing - Program Director, Service Revolution Transformation, BT Financial Group
The challenge within finance can often be re-engaging with customers who are disenfranchised and not looking to invest their time in banking, seeing the bank as just a 'necessary evil'. As part of the broader Westpac vision, BT is transforming through redefining the customer journey. After 50 years of collecting customer insights BT realized the need to drill down into customer needs. As part of a year-long project BT has been able to identify 6 customer life stages, each with 3 key needs, moving forward products will be aligned to meeting these needs. In this session:

  • How BT collected a insight into the customer through home visits, employee feedback and group session
  • A snapshot of the insights gained, which contributed to shape the life stages and needs profile
  • The process of transforming insights into 'life stages' in the Customer Journey Lab and what was learned through this process 

Speaker:
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Van Dissing

Program Director, Service Revolution Transformation
BT Financial Group

Stream B- Government, Health, Education and Not for Profit

11:55 am - 12:25 pm Panel Discussion: Uplifting CX in the Not-for-profit Sector
Teresa Yeing - ead of Customer Experience, ACH Group
Katrina Harrison - Head of Customer Experience, Australian Red Cross
Gabrielle Dracopoulos - Head of Experience Transformation, Guide Dogs ACT/ NSW
Following the introduction of the NDIS, much of the NFP sector is re-thinking their approach to CX in order to attract and retain customers. In this session hear 3 very unique journey’s from not-for profit organizations who have invented or reinvented the customer experience element of their organization:

  • Challenges unique to the not for profit sector in terms of CX and how the organization has overcome these
  • Challenges unique to your organization and what has worked well in overcoming these
  • How to establish essential CX capabilities across the organization

Panelists:
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Teresa Yeing

ead of Customer Experience
ACH Group

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Katrina Harrison

Head of Customer Experience
Australian Red Cross

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Gabrielle Dracopoulos

Head of Experience Transformation
Guide Dogs ACT/ NSW

Stream C- Utilities, Telecommunications, Logistics and Manufacturing

11:55 am - 12:25 pm Leveraging Cultural Change to Provide Excellent CX at Low Cost and Increase Customer Portfolio
Robyn James - National Manager Customer Experience and Strategy, Origin LPG
Origin LPG are setting out to change their service from a delivery -point to a customer focused system with a long term goal of expanding the customer portfolio. Soon this will mean transitioning from their ‘old school’ green screen system to a new CRM which will give a single view of customer, integrate LPG with the all of Origin and enable their transition into digital. Underpinning this change is an re-focus on Origins’ core values, a cultural change piece to ensure they are living these values and optimisation of internal processes. In this session Robyn will share:

  • How to pivot the culture across a very diverse workforce to achieve a consistent customer experience without diminishing individual passion and style
  • How exec buy-in was attained for the customer experience transformation and furthermore woven into the organisational metrics 
  • How Origin LPG is working to deliver consistent customer experience as a low cost operator by ‘smarter’ resource allocation and using face to face services as a premium 

Speaker:
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Robyn James

National Manager Customer Experience and Strategy
Origin LPG

Stream D- Travel, Retail, Hospitality, Media and Entertainment

11:55 am - 12:25 pm Improving RPS by Combining Cultural Change with Guest Journey Mapping
Dianne Morgan - Director of Guest Experience, Accor Hotels
Accor Hotels operates over 220 hotels and 21 000 staff Australia-wide. For them the challenge is creating a program which delivers a consistent guest experience across 15 brands and all hotels in an environment where customer experience is still very much reliant on the human element and customer demographics vary between hotels. The program launched June combined the cultural change piece ‘Heartist’ with guest journey mapping to provide hotel GM’s with the big picture while catering to the individual hotel’s idiosyncrasies and opportunities. Early improvements to the RPS have already been realized. In this session:

  • Overcoming the initial challenge of attaining exec buy-in through storytelling 
  • How Heartist empowered staff to create connections with guests and deliver on customer experience
  • Driving uptake of Heartist across all brands and staff by working closely with HR 
  • Examples of how hotels have been able to action insights to improve customer experience 

Speaker: 
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Dianne Morgan

Director of Guest Experience
Accor Hotels

12:25 pm - 1:25 pm Networking Lunch Break

Stream A- Banking, Financial Services and Insurance

1:25 pm - 1:55 pm Learnings from Creating a Customer First Business from the Ground up
Jacqui Lennon - Head of Product and Customer Experience, Allianz Retire+
Allianz Retire Plus was born 3 years ago from a single blank sheet of paper, small project team and a vision of creating a better retirement product for the Australian market. Towards the end of 2018, from a staff of now over 50, Allianz Retire Plus went live. In this session Jacqui will share the journey of applying the customer 1st perspective at every stage of Allianz Retire +s conception: 

  • How a customer 1st  perspective enabled the team to drill down into the challenge of delivering great CX around adeeply emotional product
  • How the team worked with advisors and other Allianz businesses to develop a product which makes customers and advisors happy 
  • How every element of design was approached with a customer 1st lens 
  • Challenges, wins and lessons learned throughout the journey 

Speaker:
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Jacqui Lennon

Head of Product and Customer Experience
Allianz Retire+

Stream B- Government, Health, Education and Not for Profit

1:25 pm - 1:55 pm Applying Design Thinking to Engineering to Reduce Organisational Siloes and Improve Customer Services
Susan Parkes - Group Manager Customer Central, Auckland Transport
Auckland Transport has been building an impressive new public transport network; and has excelled in driving patronage to date.  While an engineering focus was huge part of this success, the organisation also recognized the need to respond quickly to customer needs, be digital and prioritise work by customer needs.  Two years ago, customer central was established to apply human lens to work and transition to catering for the end to end customer experience. In this session:

  • How the organization engages with Customer Central to ensure it’s benefits are as far reaching as possible
  • How AT have built a product ownership committee community which transcends traditional silos and adds a new agile approach to delivering solutions.
  • How Customer Central and human centered design have changed the way AT is working and the benefits to the organization from this

Speaker:
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Susan Parkes

Group Manager Customer Central
Auckland Transport

Stream C- Utilities, Telecommunications, Logistics and Manufacturing

1:25 pm - 1:55 pm Experimenting with a New Business Model to Embed Customer Insights into Product
Lenaig Musson - Head of Customer Experience and Agile Delivery, Boral
Boral has been testing a new operating model for the past 12 months which gives the organization the ability to cut across traditional siloes and approach CX from an end to end perspective. Within this model UX, CX, Service Design, Change Management and Customer Insights functions are collaborating to ensure customer insights earned in development are maintained and service design products are prioritized through to delivery. In this session:

  • The benefits to the organization and change management underway, such as staff being able to visualize benefits before full product is created
  • Insight into how four products have been delivered throughout this time and the tangible benefits to both business and customer
  • How this approach has ‘joined the dots’ for Boral in supporting both CX and change management

Speaker:
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Lenaig Musson

Head of Customer Experience and Agile Delivery
Boral

Stream D- Travel, Retail, Hospitality, Media and Entertainment

1:25 pm - 1:55 pm Finding Your 'Why' In A Disruptive Landscape To Re-Invent Your Business Strategy And Model And Fulfils Changing Customer Expectations
Paul Dance - Head of Service and Support, Customer Experience, Canon NZ
A lot of traditionally lucrative business models and revenue streams are now drying up, not necessarily because customers aren't being listened to but more so because it's becoming harder to do this in a rapidly evolving technology landscape that is bringing about new behaviors and trends we couldn't even predict. Paul at Canon NZ finds himself in such a situation and shares how his organization has re-invented its business strategy and model by:

  • Understanding consumer behaviors to re-purpose your business strategy and engagement program
  • Embedding digital processes and systems to improve sales, service and customer satisfaction
  • Improving visibility for customers through a robust data strategy

Speaker:
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Paul Dance

Head of Service and Support, Customer Experience
Canon NZ

1:55 pm - 2:00 pm Break to change rooms

Stream A- Banking, Financial Services and Insurance

2:00 pm - 2:30 pm Leveraging Technology to Install Customer Obsession in all Levels of the Organisaio
Sarah Wright - Head of Customer Experience & Strategy, Latitude Financial
After separating from the GE brand, Latitude Financial Services had an opportunity to re-establish who they were in the market. Deliberately ‘leap-frogging’ rather than undertaking a set of small steps; Latitude made a commitment to becoming a customer-obsessed organisation. After an 18 month period of top-down and bottom-up cultural change activities and implementing fundamental tools, they’re on the cusp of being able to integrate strategic CX in the business. In this session:

  • How Latitude Financial went about understanding the divide between where they were and where they needed to be
  • Implementing enterprise-wide NPS including transactional, episodic & relationship NPS with Medallia and how this enables the strategic approach to CX in the future
  • How the leadership team came closer to their customers through customer councils, a VOC mobile app, digitized juke box of customer calls and face to face time with customer facing employees
  • Lessons learnt from their journey so far and what’s next for Latitude

Speaker:
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Sarah Wright

Head of Customer Experience & Strategy
Latitude Financial

Stream B- Government, Health, Education and Not for Profit

2:00 pm - 2:30 pm Introducing Customer Experience to Guide Dogs NSW/ACT
Gabrielle Dracopoulos - Head of Experience Transformation, Guide Dogs ACT/ NSW
The introduction of the NDIS has brought huge disruption to health service providers, challenged with competing for clients for the first time. In this session hear from Guide Dogs, how they’re re-aligning the organisation with a corporate CX style focus:

  • Beginning with pivoting the staff culture around a client- 1st mindset through developing new ways of working 
  • Creating a risk governance framework in a NFP environment
  • overcoming the shortage of talent and budget for a CX transformation and campaign 

Speaker:
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Gabrielle Dracopoulos

Head of Experience Transformation
Guide Dogs ACT/ NSW

Stream C- Utilities, Telecommunications, Logistics and Manufacturing

2:00 pm - 2:30 pm Leveraging Technology to Enhance Proposition to Customers
Lauren Kane - Marketing Manager- Customer Experience, Powershop Australia
Powershop are responding to changing customer values; particularly sentiments towards the energy sector by utilizing an innovative digital platform which allows the re-sale of energy, along with a suite of great customer features such as the ability to see daily energy consumption. Growing demand for the product has led to Powershop expanding recently into new markets and locations such as gas and South- East Queensland and the UK. In this session gain insight into how Powershop is scaling It’s innovative product while maintaining exceptional customer experience:

  • How Powershop’s commitment to the environment and the customer has seen them become the greenest power company in Australia 3 years running
  • The framework and BAU procedures which have enabled Powershop to deliver quality products into new environments
  • How Powershop has collaborated with their technology partner to meet the unique challenges of customers in new markets
  • Case Study: the recently launched Demand Response Program and how this has made a positive impact on the customer

Speaker:
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Lauren Kane

Marketing Manager- Customer Experience
Powershop Australia

Stream D- Travel, Retail, Hospitality, Media and Entertainment

2:00 pm - 2:30 pm Combining Best of Physical and Digital Worlds to Improve Citizen Experience
Anthony Dunsford - Director Visitor Experience, Botanic Gardens & Centennial Parklands NSW
Sydney’s Botanic Garden team is going beyond the conventional 3D customer experience through innovative use of technologies such as AR. The results of this customer re-focus speak for themselves: increased visitor numbers from 3.9 million to 5.4 million per annum and taking bronze for the Australian Tourism Awards ‘Major Tourist Attraction’. In this session:

  • How the shift in focus from a purely physical to an integrated landscape came about 
  • What was needed to attain buy in from all stakeholders to set wheels in motion for the transformation
  • The part that citizen feedback played in attaining developing digital strategy and selecting which tech to use where and for what
  • The bright future of Sydney Botanic Gardens- where to now?

Speaker: 
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Anthony Dunsford

Director Visitor Experience
Botanic Gardens & Centennial Parklands NSW

2:30 pm - 2:35 pm Break to change rooms

Stream A- Banking, Financial Services and Insurance

2:35 pm - 3:05 pm Customer Love Combined with Honest, Personalised Service is Changing Customer Lives at the Infinity Group
Graeme Holm - Founder, Infinity Group
Infinity Group is one of Australia’s fastest growing money management companies and has been a top 100 Mortgage broker for the past 10 years; their success is derived from a genuine care for their customers- who are a ‘finance family’ and consequently delivering a product which really improves lives. In this session, founder Graeme will share:

  • How Infinity Group has transformed the age- old notion of budgeting into a vital re-education piece for customers
  • How partnership with Fintech MyProsperity has enabled Infinity Group to provide greater insights to customers 
  • How the Finance Family works in practise to deliver service beyond financial advice 

Speaker:
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Graeme Holm

Founder
Infinity Group

Stream B- Government, Health, Education and Not for Profit

2:35 pm - 3:05 pm Driving CX through EX and Developing a Customer-Centric Culture: A Case Study from NSW Department of Education
Carmel Senese - Director Customer Experience and Account Manager, Department of Education
Transforming the Shared Services capability within the Department of Education to put their 2 200 schools ‘at the centre’ of the organisation and improve customer service has been the catalyst for the wider department changing the way it is working. Driving this transformation has been a focus on employee experience. In this session:

  • Why process and technology have taken a backseat to ‘people’ in this journey 
  • How introducing human centered design and a VOC platform have contributed to putting schools ‘at the centre’ of the organisation
  • The impact the cultural change has had in the high touch organisation, which receives up to 1 million calls in a year

Speaker:
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Carmel Senese

Director Customer Experience and Account Manager
Department of Education

Stream C- Utilities, Telecommunications, Logistics and Manufacturing

2:35 pm - 3:05 pm EnergyQ Case Study: Empowering Customers With The Power Of Choice Through A Transparency Driven Service And Strategy Transformation
Carly Irving - General Manager Customer market and Operations, Energy Queensland
Until 2018, Energy Queensland was challenged with re-thinking how they interacted with customers who faced high energy prices, lack of service transparency and shortage of choices in how they interacted with the energy distributor. Embarking on a service transformation journey underpinned by data and digital capabilities, Carly documents how she re-focused the business to prioritize customer outcomes as well as business efficiency by:

  • Re-defining service offerings and interactions through a journey map overhaul and co-creation with customers
  • Improving agility and efficiency of customer experience management through AI-powered chatbot and digital experiences
  • Empowering customers with data to manage and adapt their energy consumption activities 
  • Reducing cost of service delivery by building efficient, cross-functional teams

Speaker:
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Carly Irving

General Manager Customer market and Operations
Energy Queensland

Stream D- Travel, Retail, Hospitality, Media and Entertainment

2:35 pm - 3:05 pm How Cabcharge Alleviated Client Pain Points Through Digital Transformation and Product Innovation
Todd Shipp - Head of Marketing, Cabcharge
In July 2018 Cabcharge re-branded the 37 year old iconic brand, which sounded the launch of their world first digital product, a part of a larger digital transformation program. The new product launched has increased visibility and efficiency for their 30,000+ clients and has resulted in year on year growth in what is a highly competitive market. In this session:

  • Leveraging the digital transformation to educate and engage with clients across all channels and how Cabcharge is empowering their people to transition from reactive to proactive engagement with clients
  • Flipping customer service on it’s head through automation and digitization of many processes, such as ordering and issuing
  • How Cabcharge brought the clients along for the journey and was able to change perception and increase the value they offered to clients 

Speaker:
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Todd Shipp

Head of Marketing
Cabcharge

3:05 pm - 3:35 pm Afternoon Tea

Interactive Discussion Groups

Table One

3:35 pm - 4:05 pm Prioritising The Customer Above All Else And Building The Organization Around Them
Alexandra Schischov - Founder, Stylizen
Facilitator:
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Alexandra Schischov

Founder
Stylizen

Table Two

3:35 pm - 4:05 pm Building Agile Ways Of Working, Team Empowerment And Experimentation Into The Organisational Model To Better Design Customer Products
Glen Foley - GM Customer Experience, Liberty Financial
Facilitator:
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Glen Foley

GM Customer Experience
Liberty Financial

Table Three

3:35 pm - 4:05 pm Tying Customer Service to Employee Experience by Utilising a Work at Home Call Centre Model
Michele Olivier - Head of Customer Service, Princess Cruises
Facilitator:
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Michele Olivier

Head of Customer Service
Princess Cruises

Table Four

3:35 pm - 4:05 pm Building An Ecommerce Platform Which Translates The Brand In The Digital Space
David Huggett - Customer Experience Director, Carlton and United Breweries
Facilitator:
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David Huggett

Customer Experience Director
Carlton and United Breweries

Table Five

3:35 pm - 4:05 pm Building a Customer-Centric Organisation From Scratch
Jacqui Lennon - Head of Product and Customer Experience, Allianz Retire+
Facilitator:
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Jacqui Lennon

Head of Product and Customer Experience
Allianz Retire+

Table Six

3:35 pm - 4:05 pm How To Turn Insights Into Actions Through Engaging Channel Owners And Their Staff
Matthew Hingston - Head of Marketing and Customer Experience, Greater Bank
Facilitator:
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Matthew Hingston

Head of Marketing and Customer Experience
Greater Bank

Table Seven

3:35 pm - 4:05 pm Launching A Webchat Service To Enhance Customer Service
Julian Anderson - Manager Customer Experience and Improvement, Bendigo and Adelaide Ban
Facilitator:
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Julian Anderson

Manager Customer Experience and Improvement
Bendigo and Adelaide Ban

3:05 pm - 3:45 pm Session reserved For:

3:45 pm - 3:55 pm Closing Remarks

3:55 pm - 4:00 pm End of Day One

3:00 pm - 3:00 pm Networking Drinks