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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

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Cyrus Allan

Partner
Stativity Group

8:40 AM - 9:20 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


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Adam Geneave

Vice President Customer Experience
Wyndham Vacation Resorts Asia Pacific

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?

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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

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Damian Cotchett

General Manager- Customer Capability and Insights
AGL Energy
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Tarnya McKenzie

Head of Marketing and Customer Experience
Yarra Valley Water
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Cyrus Allan

Partner
Stativity Group
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Eloise Campbell

Chief of Staff and Customer Advocacy
Telstra Wholesale
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Natalie McColl

Senior Manager Client Services
Transport Accident Commission (TAC)
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Belinda Wood

Customer Experience Partner, Service & Operations
Baptcare

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 Customer Experience programme to boost overall productivity and efficiency
  • Calibrating expertly designed, unbiased surveys that maximize the value of your gathered data

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Belinda Dimovski

Director of Customer Experience ANZ
Weight Watchers
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Charles Weiser

Head of Customer Experience- CX Innovation Lab
Optus
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Catherine Thomas

Customer & Partner Experience Director
Microsoft
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Cyrus Allan

Partner
Stativity Group
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Andrew James

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

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 Customer Experience team
  • Training your Customer Experience 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

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Donna Price

General Manager People & Culture
Melbourne Cricket Club
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Daisy Johanas

Head of Internal Sales
Yellow Pages Group NZ
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Natalie McColl

Senior Manager Client Services
Transport Accident Commission (TAC)
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Cyrus Allan

Partner
Stativity Group
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Allan Byrne

Engagement & Retention Marketing Director
HBF
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Tarnya McKenzie

Head of Marketing and Customer Experience
Yarra Valley Water
  • 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

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Agnieszka Hatton

Head of Customer Experience
Vodaphone
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Damian Cotchett

General Manager- Customer Capability and Insights
AGL Energy
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Scott Gunther

General Manager, Customer & Partner Insights
IAG
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Paul Bennett

Head of Marketing & Client Experience
MetLife
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Natalie Field

Head of MyPost Consumer
Australia Post

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 Customer Experience functions

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Andrew Nicholson

Head of Customer Insights & Analytics
SunSuper

Stream B: Customer Insights & Analytics

2:20 PM - 3:00 PM Watermelon Research Driving Change Through Understanding Customers

Below are some potential headers to lead the session:

o Customer relationship building
o Case management systems
o Meta data/secondary data
o Customer Centric
o Close loop feedback
o Managing Customer interactions
o Journey mapping
o Combining qual and quant
o Understanding Bains approach
o How to blend data
o Text analytics
Synopsis, this session will cover off ¡V why it¡¦s important to collect data and how
to effectively use the data to make customers feel valued and improve customer
experience at all levels.

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

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Julie Fedele

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

Functional Transformation Director
Bupa
  • 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

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Jody Grima

Executive Director Service Delivery
Service NSW
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Katrina Harrison

General Manager- Customer Experience & Design
nbn co

Belinda Wood

Customer Experience Partner, Service & Operations
Baptcare
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Gina d’Almedia

Head of Customer Management
Fastway Couriers
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Natalie Field

Head of MyPost Consumer
Australia Post

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 Customer Experience 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 Customer Experience innovations that are most likely very different from the industry standard way of measuring customer experience.

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Peta Granger

Director
LUSH Cosmetics Australia

4:40 PM - 5:20 PM Customer Experience 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 Katrina Harrison, General Manager- Customer Experience & Design , nbn co Tom Mulligan, Head of Customer Experience, Sportsbet.com.au Allan Byrne, Engagement & Retention Marketing Director, HBF
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 Customer Experience technology trends that will play a huge role for companies Customer Experience 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

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Michelle Tea

Director of Digital Strategy
Microsoft
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Katrina Harrison

General Manager- Customer Experience & Design
nbn co
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Tom Mulligan

Head of Customer Experience
Sportsbet.com.au
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Allan Byrne

Engagement & Retention Marketing Director
HBF
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.
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Cindy Cash

Head of Customer Experience Improvement
Australia Post
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Eloise Campbell

Chief of Staff and Customer Advocacy
Telstra Wholesale
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James Dodkins

Author- Foundations for Customer Centricity & SVP
BP Group UK
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Scott Howard

Design Director, Customer Experience
QBE Australia

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