\"

Conference Day Two: Thursday, 25 May 2017

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

08:30 AM - 08:40 AM Opening Remarks from the Conference Chair

Cyrus Allan, Partner, Stativity Group

img

Cyrus Allan

Partner
Stativity Group

img

Annette Franz

Vice President, Marketing & Client Experience / Chief Executive
Compellon / Customer Experience Professionals Association

09:20 AM - 09:50 AM Keynote Case Study: How do you build a Customer Experience with the Data that you Have?

Neil Hoyne, Head of Customer Analytics, Google USA
Neil Hoyne, Google’s program, data, and analytics guru shares how to create a customer story that will impact your businesses overall bottom line. By exploring customer interactions, responding techniques, data measurement and capturing, and increasing conversion rates, Neil will help you make smarter decisions and help you start truly engaging your customers.
  • Designing better performance around measurement and data
  • Writing your own customer experience story that appeals to your customer based on your data measurement
  • Discussing how you define your customer and how much your customers actually cost
  • Examining what customers are the most profitable and what makes them profitable
  • How do you engage your customer & pay attention to certain signals that will push your conversion rates?

img

Neil Hoyne

Head of Customer Analytics
Google USA
  • Reviewing and implementing changes to optimise customer service in your organisation
  • Discussing the most beneficial ways to seek and approve buy in from your CFO & CEO to implement customer experience solutions
  • Understanding the criteria needed to present your case to the Senior Management
  • Highlighting strategic methods and techniques for gaining the approval to implement your new customer experience program into the business

img

Elke Van der Meijden

Head of Customer Experience
AMP NZ
img

Maree Mamo

General Manager- Customer Capability and Insights
AGL Energy
img

Bridgette Dalzell

General Manager Customer Services
Spark NZ
img

Tarnya McKenzie

Head of Marketing and Customer Experience
Yarra Valley Water

Cyrus Allan

Partner
Stativity Group

10:30 AM - 11:00 AM Strativity Thought Leader Session

11:00 AM - 11:30 AM Morning Tea and Networking Break

  • Understanding all the customer contact touchpoints in order to create the correct business strategy
  • Benchmarking the customer vs. business perspectives based on various products & services
  • Implementing customer centric strategies to improve your overall CX programme to boost overall productivity and efficiency
  • Calibrating expertly designed, unbiased surveys that maximize the value of your gathered data

img

Chris Kenny

Head of Customer Experience
ING Direct Australia
img

Belinda Dimovski

Director of Customer Experience ANZ
Weight Watchers
img

Charles Weiser

Head of Customer Experience- CX Innovation Lab
Optus
img

Levi Aron

Country Manager- Australia
Deliveroo
img

Catherine Thomas

Customer & Partner Experience Director
Microsoft
img

Cyrus Allan

Partner
Stativity Group

12:10 PM - 12:40 PM Zendesk Thought Leader Session

12:40 PM - 1:40 PM LUNCH AND NETWORING BREAK

  • Recruiting, resourcing and retaining an award-winning CX team
  • Training your CX staff with foundations of skills and knowledge for the benefit of the brand
  • Boosting the potential of your team’s potential and supporting internal mobility
  • Debating top methods for retaining champion talent by using customer advocacy to change culture within the organisation

img

Donna Price

General Manager People & Culture
Melbourne Cricket Club
img

Daisy Johanas

Head of Internal Sales
Yellow Pages Group NZ
img

Natalie McColl

Senior Manager Client Services
Transport Accident Commission (TAC)
img

Cyrus Allan

Partner
Stativity Group
  • Evaluating data driven approaches and tools for successful customer relationship building
  • Using data to build relationships and customer centricity within your organisation
  • Successfully managing customer interactions across all channels and aligning your organisations with the customer at the heart of the business
  • Combining qualitative and quantitative data to better understand who your customers are and what is important to them

img

Agnieszka Hatton

Head of Customer Experience
Vodaphone
img

Maree Mamo

General Manager- Customer Capability and Insights
AGL Energy
img

Scott Gunther

General Manager, Customer & Partner Insights
IAG
img

Paul Bennett

Head of Marketing & Client Experience
MetLife

Stream A: Employee Engagement & Customer-Centric Culture

2:20 PM - 3:00 PM Optimising Customer Journey that Delivers Great End to End Success

Andrew Nicholson, Head of Customer Insights & Analytics, SunSuper
  • Guiding the entire organisations through a re-vamp that follows the company vision
  • Discovering techniques that engage each type of employee within your organisation
  • Delivering end to end success through customer journey mapping techniques that promote customer centricity across all CX functions

img

Andrew Nicholson

Head of Customer Insights & Analytics
SunSuper

Stream B: Customer Insights & Analytics

2:20 PM - 3:00 PM Solution Provider Thought Leader session

Stream A: Employee Engagement & Customer-Centric Culture

3:00 PM - 3:40 PM BUPA Linking the Customer with the Employee Experience

Julie Fedele, General Manager, Customer Experience Strategy & Design- Retail Innovation L, Bupa Tina Paterson, Functional Transformation Director, Bupa
  • Recognising d that that ongoing investment in the digital channel experience for consumers without aligning the physical business could only get us so far
  • 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
  • Using a service design approach, we have a blueprint for the Deliveries experience over the next 12-18month that gives our organisation a shared goal with common language
  • Translating to a clear and prioritised roadmap for implementation that is agreed and understood across the organisation

img

Julie Fedele

General Manager, Customer Experience Strategy & Design- Retail Innovation L
Bupa
img

Tina Paterson

Functional Transformation Director
Bupa

Stream B: Customer Insights & Analytics

3:00 PM - 3:40 PM Open Discussions: Human- Centred CX: Extracting the Right Data from Customers to Keep Pace with Growing Expectations

Jody Grima, Executive Director Service Delivery, Service NSW Katrina Harrison, National Manager- Customer Focused Design, nbn co Belinda Wood, Customer Experience Partner, Service & Operations, Baptcare Gina d’Almedia, Head of Customer Management, Fastway Couriers
  • Sustaining competitive advantage of the customer & creating the right kind of experience depending on your organisations visions
  • Evaluating the Emotional & Complex side of the Customer Experience
  • Sustaining your Customer by capitalising on the human element of your brand strategy

img

Jody Grima

Executive Director Service Delivery
Service NSW
img

Katrina Harrison

National Manager- Customer Focused Design
nbn co

Belinda Wood

Customer Experience Partner, Service & Operations
Baptcare
img

Gina d’Almedia

Head of Customer Management
Fastway Couriers

3:40 PM - 4:10 PM AFTERNOON TEA & NETWORKING BREAK

4:10 PM - 4:40 PM Special Presentation: 2016 Best Customer Experience Company of the Year Keynote: LUSH Australia Case Study

Peta Granger, Director, LUSH Cosmetics Australia
LUSH Australia captured the full engagement of the crowd last year at the 2016 CEM conference by sharing their CX story on going from one of the worst rated customer experience companies to becoming the top 3 companies in Australia in 5 years time. LUSH Australia was awarded our 2016 Best Customer Experience Company of 2016 and we have their Director, Peta Granger speaking on how they accomplished this glory as well as discussing their newest CX innovations that are most likely very different from the industry standard way of measuring customer experience.
img

Peta Granger

Director
LUSH Cosmetics Australia

4:40 PM - 5:20 PM CX Innovations Panel Discussion: Discuss the Power of Technology, Future Insights, and Cutting-Edge Developments to Stay Ahead of Competition & Expand your Business

Michelle Tea, Director of Digital Strategy, Microsoft Elke Van der Meijden, Head of Customer Experience, AMP NZ Katrina Harrison, National Manager- Customer Focused Design, nbn co Tom Mulligan, Head of Customer Experience, Sportsbet.com.au
As we know customer experience is an area where a business can truly differentiate itself from the competition, we are beginning to see incredible innovations taking shape into the 2017 year. With technology driving innovation, consumers are expecting to see major and growing brands go to great lengths to ensure that these customer expectations are met and often exceeded. This panel discussion discusses, debates, and explains the future CX technology trends that will play a huge role for companies CX competitive advantage in the next 3-5 years.
  • Moving beyond merely channel integration and creating an Omnichannel service that draws on past customer interaction and data to deliver seamless experience across all channels
  • Leveraging big data in order to treat customers like individuals and continue building long-term relationships
  • Discussing the development of Artificial Intelligence and its implications for the customer care industry as it allows for business process automation and individually-relevant conversations
  • Capitalising on messaging to provide transparent, real-time communication

img

Michelle Tea

Director of Digital Strategy
Microsoft
img

Elke Van der Meijden

Head of Customer Experience
AMP NZ
img

Katrina Harrison

National Manager- Customer Focused Design
nbn co
img

Tom Mulligan

Head of Customer Experience
Sportsbet.com.au
Get your notepads ready! Each speaker will answer the question from the audience in a “top tip” format. They will give their number one strategy for dealing with the issue or problems proposed by the audience and explain how their organisation overcame their challenges regarding to the question. The audience will have the opportunity to ask 5 questions in total in which each “hot seat” speaker will answer in less than 3 minutes.
img

Cindy Cash

Head of Customer Experience Improvement
Australia Post
img

Chris Kenny

Head of Customer Experience
ING Direct Australia
img

Eloise Campbell

Chief of Staff and Customer Advocacy
Telstra Wholesale

Bridgette Dalzell

General Manager Customer Services
Spark NZ

6:00 PM - 11:59 PM End of day two and conference closed