29 - 30 May 2018 | Dockside, Sydney, Australia

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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 on to improve their customer experience strategies to deliver an exceptional customer experience, including:

  • Integrating digital and driving innovation across all customer experience functions
  • Measuring, mapping and quantifying the customer experience across all channels
  • Enhancing customer experience by creating and maintain a customercentric culture

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.

Submission Form

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 and success, and the chance to win a Customer Experience Management Excellence Award.

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 and success, and the chance to win a Customer Experience Management Excellence Award.

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 and success, and the chance to win a Customer Experience Management Excellence Award.

Articles

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.

Presentations

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 eliminated absolutely every speck of friction in the process!
In this presentation from Customer Experience Management 2017,  Don Peppers, #1 Customer Experience Visionary in the World, Top 100 Business Intellectuals, Top 50 Business Brains, International Best- Selling Author from CX Speakers, explores:
  • Four attributes of a truly frictionless customer experience
  • Turning your humanity into a competitive advantage
  • Creating a corporate culture up to the challenge

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 examples across:
  • product design
  • service design and
  • service delivery
  • The evolution of Analytics, Insights and Data at Sunsuper in our journey to becoming a customer led, data-driven, digitally enabled organisation

Fast Track Your Attendance

Customer Experience Management 2018 Registration Form

Want to fast track your attendance to Customer Experience Management 2018? Simply fill in this online registration form and email it back to registration@iqpc.com.au

eBooks

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.

Whitepapers

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 senior practitioners to be able to give you a strong list of contenders.