Conference Day One: Tuesday, 29th May 2018
8:00 am - 8:30 am Coffee and Registration
8:30 am - 8:40 am Conference Opening from IQPC and Chairperson with Poll Questions from the App
8:40 am - 9:20 am OPENING KEYNOTE: Little Things Can Make the Biggest Difference in Customer ExperienceStan Phelps, CX Visionary, Keynote Speaker and Author,Purple Goldfish (USA)
Today's leaders need to think differently about their most important stakeholders. They need to focus on the value of customer experience as a competitive differentiator and the importance of employee engagement in building a strong corporate culture. Stan Phelps will share key lessons from his series of six Goldfish books and over 3,000 case studies.
- Signature ways to build value and reduce effort in customer experience
- Key drivers of employee engagement to create happy enthused customers
- Importance of understanding your "vital few and trivial many" in business
- Leveraging technology, data and analytics to create deeper customer relationships
- Understand how purpose can motivate loyalty and sales
- Creating meaningful differentiation by amplifying weirdness and embracing weakness
Stan PhelpsCX Visionary, Keynote Speaker and Author
Purple Goldfish (USA)
9:20 am - 9:50 am Thought Leadership Session
9:50 am - 10:30 am The Great Debate: Do VOC Initiatives Still Have a Place In the Future?
It is clear that the voice of the customer is something necessary for organisations to take into consideration to deliver exceptional experiences. Whilst 84% of organisations regularly ask their customers for feedback – only 29% of firms with VoC in place systematically incorporate insights about customer needs into their decision-making processes. And nearly threefourths don’t think that their VoC programs are effective at driving actions. These alarming facts bring rise to the question ‘does the VOC have a place in the future of customer experience at all?’
- If surveys getting tedious and detracting from the overall customer experience then what’s next?
- Why is it still imperative to have an ‘outside in’ mentality and what needs to change?
- How can you redesign and deploy your VOC program to supercharge your cx strategy and derive meaningful insights?
10:30 am - 11:00 am Speed Networking
11:00 am - 11:30 am Coffee and Networking Break
STREAM A: Banking, Finance, Superannuation and Insurance11:30 am - 12:00 pm Commonwealth Bank’s 12 Year Journey to Maximise Net Promoter Scores by Reinventing Their Organisation Ian Andrews, Executive General Manager – Customer Experience and Retail Strategy,Commonwealth Bank
Commonwealth Bank has had an extensive customer journey over the last 10/11 years and for 85% of that time they have held the position of number one. Five years ago their NPS was at minus 12 and they are currently sitting at 1.3 over a 6 month rolling average – placing them at number one of the big 4 banks. How did Commonwealth Bank make this large leap in NPS?
- How CBA shaped their organisation, behaviours, culture and technology to drive customer experience
- Utilising analytics and insights to drive customer decisioning and a frictionless banking experience
- Putting the pieces together to better position yourself to our perform your industry as well as other verticals
Ian AndrewsExecutive General Manager – Customer Experience and Retail Strategy
STREAM B: Government, Transport and Health11:30 am - 12:00 pm Transport NSW’s Use of Human Centred Design to Evolve Their Customer Experience Across All Networks Rachel Wheeler, Executive Director – Customer Experience,Transport for NSW
Transport for NSW prides itself on prioritization of customer satisfaction – with their lowest score being an impressive 89% for train and bus networks. They have recently introduced 8600 additional weekly services and are making changes to the system. Rachel is responsible for managing 6 functions to ensure that customer experience is embedding throughout the organisation and is not simple a tick box.
- Utilising human centred design for large infrastructure projects
- Approach public sector customer experience from a private sector background and the key learnings associated with this
- Utilising emerging technologies including AR/VR to aid in customer experience management
- Looking at the future and evolving areas for innovation in the transport sector
Rachel WheelerExecutive Director – Customer Experience
Transport for NSW
STREAM C: Utilities, Education and Telecommunications11:30 am - 12:00 pm How Optus Shifted From a Telephony Offering to Content and Experience Organisation Charles Weiser, Chief Experience Officer,Optus
Optus are currently turning the traditional telecommunication sector on its head by shifting their service offering from telephony based to content and experience based. Customers have gone from needing just a handset to needing to always be on and have access to data, entertainment, social and telephony and they want to be able to do this from any device. As a result, Optus have rolled out the new customer centric strategy across their 12,000 employee workforce.
- Responding to changing customer needs by building new capabilities and business models
- Embedding human centred design into transformation, analytics and CX teams
- How Optus has joined the top quartile in global NPS service ratings and increased consideration to buy
- Transitioning from product offerings to being an enabler
Charles WeiserChief Experience Officer
12:00 pm - 12:05 pm 5 Min Transition
STREAM A: Banking, Finance, Superannuation and Insurance12:05 pm - 12:35 pm The Importance of Channeling People and Culture in a Traditional and More Rigid Organisation Scott Howard, Director of Customer Experience Design,QBE Insurance
QBE Insurance is a 131 year old organisation that faces a key industry vase hurdle. There is a focus on bringing in a large customer experience transformation however within an extremely traditional and stoic organisation this comes with many challenges.
- Driving people and culture and getting the organisation to start thinking differently
- How have they gone through a large period of change and still maintained a large profile as a CX team and with their programs
- Discussing whether design thinking is a capability reserved for a team or does it necessitate an organisational wide upskill
Scott HowardDirector of Customer Experience Design
STREAM B: Government, Transport and Health12:05 pm - 12:35 pm How HBF Is Utilising Data to Differentiate From Competitors and Drive Unique, Personalised Insurance Experiences Allan Byrne, Head of Member Engagement,HBF Health
The private health industry is currently in quite a sick state with customers perceiving that there is little to no value in it. But private healthy is an extremely important component of the health ecosystem as it lessens the load on the public healthcare system. There is still a role for private health, but providers need to step up and differentiate themselves.
- Creating the ‘Nurture Program’ to drive personalised insurance experiences through segmentation
- Developing data led programs that are commercially viable and have resulted in increased profitability and customer sentiment
- HBF’s journey to shift their business to one that adapts to changing customer preferences
Allan ByrneHead of Member Engagement
STREAM C: Utilities, Education and Telecommunications12:05 pm - 12:35 pm How Barwon Water Has Shifted From Delivering Water to Creating Regional Prosperity and Building Communities Joanne Murdoch, General Manager Customers and Community,Barwon Water
Barwon Water is currently in the process of launching a new customer experience strategy as part of their 2030 vision. This strategy truly challenges Barwon Water to look into why they exist as a water authority and looks into how, as a utility company, they can create regional prosperity and provide customers and the community with value.
- Barwon Waters renowned engagement piece and how they are leading the way in engagement, pricing and handling of big issues
- Extending the company purpose from just delivering water to helping the region
- Building a brand and translating this into acts of service for the community
Joanne MurdochGeneral Manager Customers and Community
12:35 pm - 12:40 pm 5 Min Transition
STREAM A: Banking, Finance, Superannuation and Insurance12:40 pm - 1:10 pm Exceptional Customer Experience On a Shoe String – It’s Not Just For Companies With Scale Alexis Airey, Chief Customer Officer,Gateway Credit Union
Gateway Credit Union has just won ‘ Australia’s Best Credit Union’ for the second consecutive year. Without the scale and budget of the big four or second tier banks, Gateway rely heavily on word of mouth marketing. The fact is, not matter how competitive your product offering is, if a customer does not have a good experience they will not recommend you. In an increasingly digitally driven industry, this session will focus on how Gateway are bringing the human back into banking.
- Becoming the micro brewery of baking by taking it back to basics
- Empowering staff to take ownership of the customer experience by forming genuine bonds with customers
- Enabling staff to go the extra mile through gift giving and magic moments to increase personalisation
Alexis AireyChief Customer Officer
Gateway Credit Union
STREAM B: Government, Transport and Health12:40 pm - 1:10 pm IT is Just IT: How ACT Government Has Leveraged Digital to Respond to Drive Efficiency and Respond to Customer Needs Josh Rynehart, Director – Customer Coordination,ACT Government
Two years ago the ACT Government had 1 million face to face interactions and 800,000 digital interactions – now these figures sit at 600,000 and 1.3 million respectively. The ACT Government has reimagined 90 different processes – with this shift towards digital channels the new challenge is to work with teams to get them up to speed with this transformation.
- Looking into engagement by moving from data entry and into conversations
- IT is IT and the form is the form but this means nothing except for how it transforms the process
- Establishing a behavioural perspective on new ways of working and rolling this out into the organisation
Josh RynehartDirector – Customer Coordination
STREAM C: Utilities, Education and Telecommunications12:40 pm - 1:10 pm How Open Colleges Are Challenging The Education Industry Norm By Taking The Onus of Driving the Student Experience Onto Themselves Matthew Willis, Chief Education and Experience Officer,Open Colleges
Traditionally education institutions did not have to look deeply into their experiences. Education differs to commercial businesses because the learning process in itself is hard and it is easy for institutions to say that the actual fault lies with the student instead of the universities experience or offering. Open Colleges is currently moving away from this mentality and transitioning from just a support role to one focusing on student journeys and pain points along the way.
- Integrating NPS and individual satisfaction ratings to establish measures of student success
- Understanding journeys and episode management so you can gain insights on customers from a behavioural lens
- Recognising that education is a large part of an individuals life and that you are instrumental in ensuring they have an exceptional student experience
Matthew WillisChief Education and Experience Officer
1:10 pm - 2:10 pm Networking Lunch
INTERACTIVE DISCUSSION GROUPS (IDGs)
Back by popular demand - you will you hear peer-to-peer led case studies and best practice; you will also receive focused thought leadership and insight into the future of the customer experience industry in Australia. How will the IDGs run?
- The entire audience will break up and choose IDGs based on which topics are most relevant and interesting to them.
- Each IDG is set in a roundtable format and will be facilitated by a shared service practitioner and hosted by a thought leader in the space.
- Each delegate will have the opportunity to select 3 topics and will rotate between their choices every 30 minutes.
- Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.
TABLE ONE:2:10 pm - 3:40 pm Innovating CX and Journey Through Digital Interactions
TABLE TWO:2:10 pm - 3:40 pm Optimising Customer Self Service Experience
TABLE THREE:2:10 pm - 3:40 pm Creating a Customer Centric Culture Within Your Organisation
TABLE FOUR:2:10 pm - 3:40 pm Building a Seamless Omnichannel Journey
TABLE FIVE:2:10 pm - 3:40 pm Creating Relevant Brand Experiences That Drive Results
TABLE SIX:2:10 pm - 3:40 pm Creating a Data Driven Personalised CX Strategy
TABLE SEVEN:2:10 pm - 3:40 pm Ensuring the Relevancy of Your CX Measurement Programs
TABLE EIGHT:2:10 pm - 3:40 pm Employee Engagement As The Key to Delivering Exceptional CX
3:40 pm - 4:10 pm The Tension Between Customer Experience and the Bottom Line
All organizations nowadays are focusing on customer experience as means of differentiating from competition and in order to have a sustainable business model. However, businesses often do things that negatively affect the customer but positively affect the bottom line. Hotels still can and will charge for individual Wi-Fi, even though it’s practically a free utility throughout the Western world. Banks may have fraud prevention, but they also charge plenty of nuisance fees that drive customers crazy.
- What do we mean when we say customer experience?
- How do we square the noble pursuit of giving customers exactly what they want with what needs to be done to keep the business healthy?
- How can we quantify the value of customer experience if not by ROI?
4:10 pm - 4:40 pm Afternoon Tea
4:40 pm - 5:20 pm PANEL DISCUSSION: How Can Your Organisation Make Strategy and Culture Work Together to Drive Success?
- Understand how to take the first steps: learn why you should start with culture or strategy
- Explore how you can become more agile and able to implement strategy quickly and effectively
- Inspire your employees to embrace a culture change and envisage how to empower them
- Overcome the silo mentality and enable different departments to work towards the same goal
5:20 pm - 6:10 pm Panel Discussion: Does Convenience Always Win the Day?
now, convenience is becoming more important than ever – with companies like Amazon using this as their key differentiator to capture market share. If you are under the understanding that the opposite of convenience is inconvenience you may be losing your customers. The opposite of convenience is a reason to be angry, an opportunity to rant online, a reason to consider your convenient competitors and a reason to leave. Customers expect convenience whether your brand is directly selling convenience (like fast food chains) or not. Customers like to connect with brands that make the experience easy! Convenience feels good. It brings customers back.
- When attention is your customer’s most precious resource, are you saving or seizing it?
- Is your organisation functional or delightful – is there room for it to be both?
- Is warmth, competency and convenience the holy trifecta?
- Is convenience where incumbents struggle and disruptors can prevail?
- Have we moved away from brand loyalty to service loyalty?