Conference Day One: Wednesday, 24 May 2017

08:00 AM - 08:30 AM Conference Registration and Arrival Coffee

08:30 AM - 08:40 AM Opening Remarks by IQPC Australia and the Conference Chair

Cyrus Allan, Partner, Stativity Group


Cyrus Allan

Stativity Group

08:40 AM - 09:20 AM Opening Keynote: The Ideal Customer Experience: Where Technology Meets Humanity

Don Peppers, #1 CX Visionary in the World, Top 100 Business Intellectuals, Top 50 Busine, Peppers & Rogers Group

The best possible customer experience is one that does the job in a completely frictionless manner, and also relates to the customer as an empathetic and social person. Making a genuine, human connection with your customer is the most powerful tool for building loyalty and advocacy, but the effort will backfire on you unless you’ve first eliminated absolutely every speck of friction in the process!

  • Four attributes of a truly frictionless customer experience
  • Turning your humanity into a competitive advantage
  • Creating a corporate culture up to the challenge


Don Peppers

#1 CX Visionary in the World, Top 100 Business Intellectuals, Top 50 Busine
Peppers & Rogers Group

09:20 AM - 10:00 AM Keynote Presentation: Customer Experience: Back to Basics

Adam Geneave, Vice President Customer Experience, Wyndham Vacation Resorts Asia Pacific

  • In this highly digital age, we’ve seen a strong focus on technology
  • Have we forgotten the basics of customer experience though?
  • This session focuses on how to get the basics right to enable an exceptional experience for customers


Adam Geneave

Vice President Customer Experience
Wyndham Vacation Resorts Asia Pacific

10:00 AM - 10:30 AM Lead Solution Provider Thought Leader Session



11:30 AM - 11:35 AM Interactive Discussion Groups

Thought Leaders Insights Sessions are designed to address your most pressing issues in a tailored 60 minute session. Brought over from our flagship CEM USA series, these sessions are designed to help you get practical hands on solutions to your pressing CX issues. 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

11:35 AM - 12:30 PM Customer Metrics

11:35 AM - 12:30 PM CX Mapping

11:35 AM - 12:30 PM Digital Platform Technology

11:35 AM - 12:30 PM Customer Insights & Analytics

11:35 AM - 12:30 PM Harnessing the Correct Data

11:35 AM - 12:30 PM Innovation & Disruption Preparation

11:35 AM - 12:30 PM Customer Touchpoints

11:35 AM - 12:30 PM Engagement Strategies

This special roundtable will feature the top industry CCO’s in the APAC region. By evaluating the creation of the CCO position and discussing its evolution in the changing CX space, this session will provide you with future direction, strategies on the promotion of change, and best tips for inter-discipline collaboration as well as measurement of CX success. Get the most out of this session by participating in our live polling app to put the CCO’s in the hot seat!
  • How CCO are creating a customer centric organisational culture
  • What are the best strategies for resolving your Customer’s top pain points?
  • How can we bridge the gap between the online and offline customer experience?
  • What is the next logical evolution of the CCO position?
  • How can we tailor customer centric experiences across all of our channels?
  • How can you allow you customers to actively influence and inform your policies and procedures?


Lisa Pogonoski

Chief Customer Officer
BT Financial Group

Adam Geneave

Vice President Customer Experience
Wyndham Vacation Resorts Asia Pacific

Eloise Campbell

Chief of Staff and Customer Advocacy
Telstra Wholesale

Damien Hearn

Chief Customer Officer
Auswide Bank


  • Finding the best measurement system for your organisation
  • What is next for the evolution of CX measurement & how do we make sure to be ahead of the competition?
  • Data overload: What do we do with all this data we have collected on our customer- how do we capiltalise on certain information?


Chris Kenny

Head of Customer Experience
ING Direct Australia

Gabrielle Dracopoulos

Head of Customer
Melbourne IT

Scott Gunther

General Manager, Customer & Partner Insights

Tom Mulligan

Head of Customer Experience

Cyrus Allan

Stativity Group
  • Creating a consistency in your brand that allows the customer to alternate between channels
  • Strategies for delivering different preferences depending on your customer touchpoints between digital and in-person
  • Debating best practice methods for understanding your customers needs regarding your specific product/service


Janelle Merckx

Head of Service Quality- Product

Anna Simo Olivet

Senior Manager Specialised Services
Commonwealth Bank

Andrew James

Associate Director, Digital Marketing Strategy, Chancellery, Engagement
University of Melbourne

Gerard Smith

Senior Manager Digital Services
Teachers Mutual Bank

CCO Boardroom

2:10 PM - 2:50 PM Module 1 Discussion: Aligning Sales, Marketing, Brand, and CX Functions to Support Customer Outcomes

  • Utilising design thinking to maximise functional collaboration around customer delivery
  • Harnessing customer insights and VOC to measure outcomes
  • Building brand loyalty across all functions and creating consistency both internally and externally

Stream A: Measuring CX Success

2:50 PM - 3:30 PM Solution Provider Session

Stream B: The Digital Customer Experience

2:50 PM - 3:30 PM Australia Post Improving their Digital Consumer Experience & Customer Centred Design

Cindy Cash, Head of Customer Experience Improvement, Australia Post Natalie Field, Head of MyPost Consumer, Australia Post
Australia Post recognised that that ongoing investment in the digital channel experience for consumers without aligning the physical business could only get us so far.
  • Visualising and improving the parcel delivery experience across our channels
  • Leveraging the entire organisation to give consumers an experience that no competitor can match – through the deliveries experience in our contact centres, post offices, digital and delivery channels.
  • Aligning a shared goal with common language by using a service design approach
  • Translating our journey into a clear and prioritised roadmap for implementation that is agreed and understood across the organisation


Cindy Cash

Head of Customer Experience Improvement
Australia Post

Natalie Field

Head of MyPost Consumer
Australia Post

CCO Boardroom

2:50 PM - 3:30 PM Module 2 Discussion: Leveraging Business Value from Improved Customer Experience within your Organisation

  • Benchmarking successful implementation of customer experience optimisation projects
  • Overcoming the barriers in driving customer-centric culture while aligning people, process, and technology to optimise outcomes
  • Expanding customer care beyond typical customer service functions
  • Discussing improved ROI from various CX functions implemented in the business in the last 6-12 months

Stream A: Measuring CX Success

3:30 PM - 4:10 PM Case Study: How do we Demonstrate our Value and Impact of a CX Strategy?

Katrina Harrison, National Manager- Customer Focused Design, nbn co
  • Discussing methods and metrics that were used to quantify and qualify your results and impact on the revenue bottom line
  • How do you focus your internal staff on the importance of the metrics as a means to test value and increased customer spending?
  • Best practice strategies for rolling out new CX strategies and implementing the correct measurement system for your organisation


Katrina Harrison

National Manager- Customer Focused Design
nbn co

Stream B: The Digital Customer Experience

3:30 PM - 4:10 PM Digital Experience Case Study: Coles Digital Strategy that Puts the Customer First

Stuart Freer, General Manager, Digital IT, Big Data and Experience, Coles
The internet has become a fundamental part of our lives, which includes people with disabilities. Making websites accessible is about creating an inclusive environment for all people. In this session Stuart will share his experience in leading the team to create a world class e-commerce site that centres on user experience. Stuart will discuss how they’ve built a site that derives usability from accessibility, achieves faster and better UI for checkout and reduces compliance risk

Stuart Freer

General Manager, Digital IT, Big Data and Experience

CCO Boardroom

3:30 PM - 4:10 PM Module 3 Discussion: Promoting a Customer-Centric Culture of Innovation Across Distributed Touch Points

  • Key challenges during the transformation process that have required executive leadership
  • Building an agile culture of creativity to approach digital design
  • How can we notify the distributed touchpoints to form a cohesive brand experience?


4:50 PM - 5:20 PM Solution Provider Thought Leader Session

5:20 PM - 5:25 PM Champagne Breakout Solutions Clinic

*Delegates will break up into the table of their choice to discuss the following challenges in the CX industry. Each table will be lead by two experts in the space who will help facilitate discussion of the topic. Prompt questions can be used for the group discussions and at the end of 30 minutes, 1 delegate from each table will report back to the entire audience on the group findings.
  • How can we minimise call hold time to improve the customer experience?
  • What are the best ways to ensure the correct agent is forwarded to heir expertise within the organisation?
  • How can we improve our staff’s engagement in order to translate to happy customers?
  • Best strategies for integrating a CEM analytical software into the business


Gabrielle Dracopoulos

Head of Customer
Melbourne IT

Gwen Arundell

Contact Centre Manager
South East Water

Table 2

5:25 PM - 6:00 PM Evolution of Alternative CX Metrics

  • What are the CX metrics that we should expect to see in the next 6-12 months?
  • How can we differentiate between the myriads to metrics being put into the CX industry today?
  • What are the best strategies for quantifying all the data and analytical metrics we have gathered on our customer?
  • How can we implement a new metric score beyond NPS and create consistency throughout our internal staff on our new strategy?

  • How can we keep your customer in mind at every touchpoint?
  • What are the best methods for implementing a journey mapping strategy across the organisation?
  • What are practical ways that our employees can adapt to customer changed behaviour
  • How can we ensure that we are correctly reaching our customer on their preferred channel?


Belinda Dimovski

Director of Customer Experience ANZ
Weight Watchers

Natalie McColl

Senior Manager Client Services
Transport Accident Commission (TAC)
  • How can we support and imbed new ideas to ensure that investment in innovation pays off?
  • How can we leverage our insights from our customers into product and service innovation?
  • How do you deliver an experience that uniquely re-enforces your brand?


Charles Weiser

Head of Customer Experience- CX Innovation Lab

Kate Moonen

Head of Customer Marketing
This session will interview 3 top industry experts on their current progression projects within the CX space. These companies will reveal where they started, where they are now, and where they hope to be in the coming years

Rachel Pollack

Head of Change & Business Improvement, Transformation
QBE Insurance

Martin Van Rensburg

Associate Director Sales & Service
Auto General

Charles Weiser

Head of Customer Experience- CX Innovation Lab

6:30 PM - 11:59 PM 2nd Annual customer experience week awards & 10th annual birthday bash

Sponsored by: Solution provider thought leader company