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23 – 26 May 2017 | Dockside Group, Sydney, Australia

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CX AWARDS - Best CX Project

If your team has delivered a customer centric project you are proud of, please share your journey with us!

By applying for the Best Customer Centric Project Award, you and your team will be recognized for your hard work, innovation and spirit inputting the customer first.


Download the application questions now for the CX Awards Best Customer Centric Project by filling in the form.

When you're ready to apply, easily submit your application online here or email 
CEMawards@iqpc.com.au

CX AWARDS - Best CX Organisation

If your team has what it takes to nab the crown of Best Customer Centric Organisation, please share your journey with us!

By applying for the Best Customer Centric Organisation Award, you and your team will be recognized for your hard work, innovation and spirit in putting the customer first.


Download the application questions now for the CX Awards Best Customer Centric Organisation by filling in the form.

When you're ready to apply, easily submit your application online here or email 
CEMawards@iqpc.com.au


Exclusive Content

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

Ahead of the 10th Annual Customer Experience Week 2017 we surveyed over 90 Australian CX 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 CX strategies to deliver an exceptional customer experience, including:

  • Integrating digital and driving innovation across all CX functions
  • Measuring, mapping and quantifying the CX across all channels
  • Enhancing CX 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 CX journey to date.

Case Studies

How one organisation saved millions by empowering their employees to deliver an exceptional customer experience

In this article, Peta Granger, Director at Lush, explores the core elements of LUSH’s CX strategy and the steps they are taking to drive exceptional customer experience in order to turn their customers into impassioned brand advocates

Reports

Unlocking the future of customer experience: trends, challenges and opportunities in Australian and NZ customer experience

The report explores three major trends in Australian customer experience, including:

  • How digitalisation is changing the way businesses are engaging with customers
  • The importance of creating a customer-centric culture that strives for brand growth and prioritises the quality of customer lifecycle
  • The future of innovation and design thinking in customer experience

Next-Generation Customer Engagement: It’s About Connections

This report offers a status update on the transition to this next-generation customer experience. It concludes by detailing four real-world solutions – backed by case-study research – that can accelerate the transformation.

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

Yarra Valley Water’s Maturity Journey: Pushing the Business to go Above and Beyond Customer Service

In this presentation from Customer Experience Management 2016, Tarnya McKenzie Head of Marketing and Customer Experience, Yarra Valley Water, explores:

  • Analysing the difference between Customer Service and Customer Experience
  • Discussing the Yarra Valley 5 year project of implementing a holistic customer experience approach
  • Identifying the gaps in providing an “experience” for customers
  • Highlighting the positives, negatives, and progression points of this implementation maturity journey

Creating an integrated physical and digital customer experience for Small Business Customers

In this presentation from Customer Experience Management 2016, Dirk van Lammeren, General Manager Small Business, Australia Post, explores:

  • Creating personalised multichannel customer experiences for small businesses
  • Enabling eCommerce through enhanced customer experiences that make online selling simpler
  • Leveraging the bricks and mortar Post Office in the digital economy
  • Linking the merchant and consumer delivery experience with a two-sided platform approach

How to Build Confidence and Motivation in your Customers from your Brand Experience

In this presentation from Customer Experience Management 2016, Paul Schiffner, Managing Director/SVP, Australasia Weight Watchers, explores:

  • Retaining customers and promoting loyalty through motivation techniques
  • Customising your customer’s journey by o­ering support over three platforms (OnlinePlus, Meeting, and Coaching)
  • Following your plan on 100% your terms and understanding the best channels to reach your customers
  • Sharing and supporting other customers through experiences with your brand

QBCC’s impressive Journey to Become One of the Most Customer-Centric Organisations in Australia

In this presentation from Customer Experience Management 2016, Bruce McGregor, Executive Director- Customer Service and Kellie Lowe, Acting Commissioner, Queensland Building & Construction Commission (QBCC), explore the strategies QBCC is using to become a customer centric organisation.

The Australian LUSH Story: From Rock Bottom to Perfect Score on Australian Retail Survey; Engaging both customers and staff with ethical business practices and a sense of community.

5 years ago LUSH Australia faced a crisis point and was loosing millions of dollars. Flash forward to today and they have just received a perfect score on the Be Brands Australian Retail Survey and won Retailer of the Year from the Australian Retail Association. How did they do it? Completely re-working their customer experience, creating a well-defined community and a healthy, vibrant culture. With the goal of “making the customer’s day,” LUSH Australia advocates strong ethical standards and gentle forms of activism in manufacturing and retailing their fresh, handmade cosmetics. LUSH believes that educating your customer can turn them into loyal, brand passionate advocates. Join this presentation to understand how to transform your brand into a community people want to be a part of.

In this presentation from Customer Experience Management 2016, Peta Granger, Director at LUSH, explores:

  • Improving your customer experience with staff­ who are invested in the success of your business
  • Reaching customers on a variety of channels with no paid advertising or celebrity endorsements
  • Promoting your customer experience and core values with external workshops, demonstrations and samples
  • Engaging both customers and sta­ through ethical campaigns, charitable giving and transparent supply chains

MainStream Media

The State Of The Customer Experience 2016

“Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.” That is an exact quote from the "U.S. Customer Experience Index, 2016" by Forrester’s Rick Parish.

Five Trends Shaping The Future of Customer Experience In 2017

This article explores top five customer experience predictions for 2017

Understanding Your Customer Using Data Analytics

They say that data is the new oil, and if your business has a web presence then chances are you're sitting on vast reserves of potential customer insights you may not even know you had.

Fast Track Your Attendance

Customer Experience Week 2017 Registration Form

Want to fast track your registration to Customer Experience Week 2017? It's easy - just download, fill out this form and send it to registration@iqpc.com.au