Conference Day One: Wednesday, 24 May 2017

7:30 AM - 8:00 AM Conference Registration and Arrival Coffee

8:00 AM - 8:10 AM Opening Remarks by IQPC Australia and the Conference Chair

Cyrus Allan, Partner, Stativity Group


Cyrus Allan

Stativity Group

8:10 AM - 8:50 AM Opening Keynote: The Ideal Customer Experience: Where Technology Meets Humanity

Don Peppers, #1 Customer Experience Visionary in the World, Top 100 Business Intellectuals, Top 50 Busine, CX Speakers

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 Customer Experience Visionary in the World, Top 100 Business Intellectuals, Top 50 Busine
CX Speakers

8:50 AM - 9:30 AM Opening International Keynote: 7 Deadly Sins of Customer Experiencer

Annette Franz, CEO & Founder, CX Journey and Executive Board Member , CXPA


Annette Franz

CEO & Founder, CX Journey and Executive Board Member

9:30 AM - 10:00 AM Lead Solution Provider Thought Leader Session



11:00 AM - 12:00 PM 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 customer experience 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

Chatbots can work alongside human agents to
provide a top-notch and cost-effective customer
experience. These days, it seems virtually every
tech vendor is now ¡§AI-powered¡¨. With any new
technology, there¡¦s a lot of hype, which leads to
confusion on what the technology can and can¡¦t do.
Join this session to discover and discuss:

o How AI and Chatbot can improve customer
experience and satisfaction
o How to discern the hype from reality for a
faster path to business results
o How to evolve AI, Chatbot, Big data, Mobile
and Prediction into a robust customer
engagement strategy that serve customers in
the moment and across channels

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 Customer Experience 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 Customer Experience 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


Stream A: Measuring Customer Experience Success

1:50 PM - 2:30 PM Open Discussion: Turning Metrics into Action: NPS, CSAT, CES, Churn Rate, First Response & Beyond

Cyrus Allan, Partner, Stativity Group Gabrielle Dracopoulos, Head of Customer, Melbourne IT Scott Gunther, General Manager, Customer & Partner Insights, IAG Tom Mulligan, Head of Customer Experience, Sportsbet.com.au
  • Finding the best measurement system for your organisation
  • What is next for the evolution of Customer Experience 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?


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

Steve Towers

BP Group

Stream A: Measuring Customer Experience Success

2:30 PM - 3:10 PM Solution Provider Session

Stream B: The Digital Customer Experience

2:30 PM - 3:10 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

Stream A: Measuring Customer Experience Success

3:10 PM - 3:50 PM Case Study: How do we Demonstrate our Value and Impact of a Customer Experience Strategy?

Katrina Harrison, General Manager- Customer Experience & 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 Customer Experience strategies and implementing the correct measurement system for your organisation


Katrina Harrison

General Manager- Customer Experience & Design
nbn co

Stream B: The Digital Customer Experience

3:10 PM - 3:50 PM The Case for Making Innovation and Change Business as Usual

David Beal, General Manager of Digital Transformation, Energy Super
What do you need to put in place to ensure that the innovation and change that
comes out of your projects continues beyond the initial hype and excitement?
Achieving a cultural focus on Customer Experience is easier when there is a
dedicated project or program of work. Too often we see Customer Experience
projects fall away after implementation, the team disbands and people move on.
Good ideas that fall into the ¡§We can do that after¡¨ basket often remain just an idea.
This session reflects on the state of innovation and transformation from four major
digital change programs across not for-profit, commercial and government sectors
post implementation discussing:

o What generates momentum
o The role of permission and transparency
o Keeping the customer in the discussion
o Continuous quality improvement
o Projects vs products


David Beal

General Manager of Digital Transformation
Energy Super


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

4:50 PM - 5:30 PM Champagne Breakout Solutions Clinic

*Delegates will break up into the table of their choice to discuss the following challenges in the Customer Experience 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.

Table 1

4:50 PM - 5:30 PM Contact Centre Customer Experience Improvement

Gabrielle Dracopoulos, Head of Customer, Melbourne IT Gwen Arundell, Contact Centre Manager, South East Water
  • 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

4:50 PM - 5:30 PM Evolution of Alternative Customer Experience Metrics

  • What are the Customer Experience 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 Customer Experience 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

6:15 PM - 8:44 PM 2nd Annual customer experience week awards & 10th annual birthday bash

Sponsored by: Solution provider thought leader company