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CEM 2019: View the Event Guide

Australia's #1 CX event, the 5th Annual Customer Experience Management Summit 2019 is set to return on the 27th - 28th of May at the Sofitel Wentworth, Sydney. This will be your exclusive opportunity to network with CX leaders, talk shop with peers and learn from 40+ expert speakers ...

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How DBS Bank is using human centred design principles to create an exceptional customer experience

In this article, Raju Nair, Executive Director, Head of Customer Journey Design at DBS Bank, explores some of the biggest hurdles that stop companies from truly understanding their customers and the strategies they can use to successfully create and implement customer journey mapping in order to create a seamless customer experience.

The new frontier of customer experience: what's driving change in Customer Experience in 2017 and how are Australian organisations responding?

Ahead of the 10th Annual Customer Management Summit 2017 we surveyed over 90 Australian customer experience leaders and professionals from different industries, to answer these questions and uncover what’s driving change in customer experience and how Australian organisations are responding. This report explores three major areas Australian organisations are focusing...

5 ways Coles is creating a seamless digital customer experience

In this article,  Stuart Freer, GM Digital IT and User Experience at Coles, shares 5 essential steps Coles is taking to deliver a seamless omni-channel experience and the core lessons other organisations can learn from their customer experience journey to date.

Using data to build a meaningful customer experience: In the spotlight with Neil Hoyne, Head of Customer Analytics, Google (US)

In this article, Neil Hoyne, Head of Customer Analytics at Google (US) shares how you can make start to truly engage your customers through effective data capture and measurement techniques and the types of tools Google is using to achieve this in an increasingly connected and customer-dominated environment.

The Ideal Customer Experience: Where Technology Meets Humanity

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...

Redefining Customer Support: Kill the Assembly line experience, Embrace Collaboration

In this presentation from Customer Experience Management 2017, Alex Huntley, Customer Experience Manager at Booktopia and Sreelesh Pillai, General Manager at Freshdesk explore what makes a good customer experience and the strategies needed to create a 'WOW' customer experience.

Customer First - Customer first culture, Customer led experience design and Data driven decision making

Culture is the foundation for delivering ‘above and beyond’ customer experiences.In this presentation from Customer Experience Management 2017, Andrew Nicholson, Head of Analytics & Insights at SunSuper explores explores how to understand what matters most to your customers and honour this understanding in the design of your customer experiences, including Sunsuper case study...

Customer Experience Predictions for 2018

It’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahead. Okay, it’s not quite as fantastical as that, we base our predictions on industry research and in-depth conversations with...

CEM Awards 2018: Nomination Form for Best Customer Centric Project

We have reinvigorated the Australian Customer Experience Management Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to patient wellbeing.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

CEM Awards 2018: Nomination Form for Best People and Culture to Drive CX

We have reinvigorated the Australian Customer Experience Management Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to patient wellbeing.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

CEM Awards 2018: Nomination Form for Overall Best Customer Experience Organisation

We have reinvigorated the Australian Customer Experience Management Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to patient wellbeing.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

The Big Book of Customer Insight, Data Analytics 2017

An in-depth insight into the customer data landscape and the trends and developments that impact CX.

A back to basics approach to CX success: how Wyndham Hotels is creating memorable and personable experiences for customers

In this case study, Adam Geneave, Vice President of Customer Experience at Wyndham Resorts shares how he is leading a back to basics approach to create a seamless customer experience and the types of strategies his team is using to translate customer feedback into actionable solutions.

CEM Talks Episode 1: CX in 2017 - The Year that was

2017 was a big year for CX in Australia – most notably Amazon entering the Australian market in December. How is this going to impact the way organisations operate in the CX space?What other factors are influencing the way organisations approach CX? In this first installment of CEM Talks 2018,...

CEM Talks Episode 2: The best (and worst) CX stories of 2017

In this video, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus chat about their favourite (and not so favourite) CX stories of 2017.

CEM Talks: Why Attend Customer Experience Management 2018?

In this video, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus, share why Customer Experience Management 2018 is a must attend event for those in the CX space!

Transcript: CX in Review: 2017 the year that was

n this first installment of CEM Talks 2018, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus chat about the biggest trends in Customer Experience in 2017 and their impact on CX strategies across Australian businesses.

Transcript: The best (and worst) CX stories of 2017

In this video, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus chat about their favourite (and not so favourite) CX stories of 2017.

CEM Talks Episode 3: How to delight your customers

It's no secret that customer of today differs from the customer 10 years ago. But how are organisations responding? In this interview, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus explore why its so important to 'delight' your customers and how this...

CEM Talks Episode 4: The fundamentals creating a personalised CX

Creating a personalised customer experience is the cornerstone of an exceptional customer experience strategy. But getting personalisation right can be difficult to achieve. In this episode, Charles Weiser, Chief Experience Officer at Optus and Peter Merrett, Founder of the House of Wonderful explore how you can live in the moment...

Transcript: CEM Talks Episode 3: Delighting the customer

It's no secret that customer of today differs from the customer 10 years ago. But how are organisations responding?In this interview, Peter Merrett, Founder of the House of Wonderful and Charles Weiser, Chief Experience Officer at Optus explore why its so important to 'delight' your customers and how this can...

Transcript: CEM Talks Episode 4: The fundamentals creating a personalised CX

Creating a personalised customer experience is the cornerstone of an exceptional customer experience strategy. But getting personalization right can be difficult to achieve.In this episode, Charles Weiser, Chief Experience Officer at Optus and Peter Merrett, Founder of the House of Wonderful explore how you can live in the moment with...

Why enter the Customer Experience Excellence Awards 2018?

Download this toolkit to discover how you can submit an award nomination for your organisation and get access to top tips from past award winners Australia Post and TTEC.

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2018 CEM Post Show Report

Didn't get a chance to attend CEM in 2018? Or just want to review some of the highlights and recap what went down at the event? The post show report from the 2018 Customer Experience Management has just been released. Make sure you get your copy to see who attended, testimonials,...

Whitepapers

CREATING TOMORROW’S CUSTOMER EXPERIENCE TODAY: THE SECOND WAVE OF CX TRANSFORMATION

A customer’s experience with a brand will at one point hit a make-or-break moment; it’s inevitable.The question is - are you aware of when these moments of truth occur and are you able to influence them for the better? In these situations, knowledge of your customer and their needs and...

Presentations

Modern Customer Engagement Imperatives through Digital & AI

In this past presentation from Customer Experience Management 2019, Adrian Pok, Technical Sales Director, Global Black Belts, Microsoft explores: customer experience as a key brand differentiator and the use of AI and digital to deliver better ways to delight customershow Microsoft are breaking down traditional application silosthe new generation of...

How Nordstrom Has Made It’s Name Synonymous With Customer Service Through Staff Empowerment

In this past presentation from CEM 2018, Jyoti Shukla, Vice President of User Experience, Nordstrom (USA) explores: Empowering sales teams to listen, connect and provide exceptionalcustomer service at every given pointThe transformation of the role of the instore salesperson to a digital entrepreneur/strategic leader Identifying key employee traits from different disciplines throughout...

Offshore Airports Customer Service Fundamentals

In this past presentation from Customer Experience Management 2018, Simon Jobson, Human Resources Manager, Qantas explores: Mega trends impacting customer experienceAttributes that drive customer satisfactionKey customer service strategies utilized to reduce negative customer experiences

eHealth’s Journey to Improve Customer Experience

 In this presentation from CEM 2018, Michael Berndt, Chief Customer Experience Officer, eHealth Queensland explores: an overarching Service Delivery Excellence Program to transform service delivery capabilityutilising AI and digital integration to make big gains in ICT health service delivery – smarter service solutions, lower costs, in addition to more responsive and better...

News Media

What the modern gig economy is doing to customer experience

Most marketing theory was established in the context of stable employment relationships. From front-line staff to marketing strategists and brand managers, employees generally enjoyed job security with classic benefits such as superannuation plans, stable income streams, employment rights, training, sabbaticals and long-service leave. Such stable environments were associated with a...

Is your customer experience program having the right impact?

We are in the age of the customer. It’s now widely acknowledged that companies that prioritise the experience for their customers, can deliver better benefits for everyone. So why isn’t every company hyper-focused on delivering great customer experience? And if businesses have a dedicated program in place, how can they...

Panel: How emerging technologies are reshaping customer experience management

Growing volumes of data generated through emerging technologies such as artificial intelligence, voice interaction and mixed reality could see consumers outsourcing their own identity management as the very nature of value-driven exchange between brand and consumer transforms. The impact of emerging technologies on customer experience was a key topic discussed...

Customer Experience Is The New Brand

The race to own customer experience is on! Companies are recognizing the importance of delivering an experience that makes them stand out from their competition. Some are learning the hard way. Last year United Airlines had a brand crisis, in which $1.4 billion in value was wiped out overnight when...