Engagement & CX Metrics Pre Focus Day: Practical Strategies to Help you Improve your CX & Prepare for Disruption: Tuesday, 23 May 2017

12:00 PM - 09:00 AM  

* This Journey pre-focus day will feature 3 practical case studies; one debate, one open discussion, one interactive discussion & one innovative roundtable that will help you implement a customer experience strategy from beginning to end. This day is designed to highlight all the key areas you need to focus on to enhance your customer service, measure your customer experience, and prepare you for predicted threats to the CX model; which remains loosely defined already. Capitalise on this opportunity to benefit from key leading expert’s journeys and best practice methods for implementing & retaining the most competitive customer experience strategy possible.

09:00 AM - 09:30 AM Registration and Welcome Coffee

09:30 AM - 09:40 AM Opening Remarks from the Conference Chair

Anna Jones, Former Chief Marketing Officer, Guzman y Gomez

Anna Jones

Former Chief Marketing Officer
Guzman y Gomez

09:40 AM - 10:20 AM Keynote Opening Presentation: 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 CX is easier when there is a dedicated project or program of work. Too often we see CX 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:
  • What generates momentum
  • The role of permission and transparency
  • Keeping the customer in the discussion
  • Continuous quality improvement
  • Projects vs products


David Beal

General Manager of Digital Transformation
Energy Super
The overall best customer experience improvement strategy begins with getting the right software tools in place in order to support the customer across all channels. Businesses need to leverage customer experience into better customer retention, lower operating costs, increased salsas and faster growth rates in order to extend their innovation in the CX space. We have heard these terms all before, but this session will examine the evolution of these omni-channel tools and touch on how to ensure that these channels in your business are designed with human elements to improve efficiency.

* Panelists will discuss each of the following tools for 8 minutes each (2 minute per expert on each topic)
  • Mobile Support
  • Live Chat
  • Self-Service
  • Social Media Support
  • Omnichannel support


Janelle Merckx

Head of Service Quality- Product

Allan Byrne

Engagement & Retention Marketing Director

Tarnya McKenzie

Head of Marketing and Customer Experience
Yarra Valley Water


11:40 AM - 12:40 PM Open Debate Session: Double Perspective on Customer Centric Cultures: Developing & Implementing a Customer- Focused Culture for Great Customer Experiences that Win Support from the Staff & Board

Anna Jones, Former Chief Marketing Officer, Guzman y Gomez Rachel Pollack, Head of Change & Business Improvement, Transformation, QBE Insurance David Beal, General Manager of Digital Transformation, Energy Super
  • How do I make my organisation customer centric?
  • What are the key questions to answer when creating great user employee experiences which enhance customer services?
  • What are the best tips for creating a culture where employees want to go the extra mile to deliver customer experiences whilst increasing productivity and value?
  • How do we demonstrate the benefits of a customer centric culture to senior staff?


Rachel Pollack

Head of Change & Business Improvement, Transformation
QBE Insurance

Anna Jones

Former Chief Marketing Officer
Guzman y Gomez

David Beal

General Manager of Digital Transformation
Energy Super


In simple terms; one number is simply not enough to quantify your variety of customer centric metrics. With all new types of measurements evolving in the CX space, we are seeing a strong shift to include more than just the standard NPS score in businesses CX Metrics. We examine the benefits and operational challenges of the other customer experience measurement software being implemented and on the horizon.
  • Implementing and opportunities of the Customer Health Score and Customer Effort Score
  • Delving into the upgraded NPS system and what that can potentially look like
  • Debating whether NPS can be used cross industries or apply to CX experience on a universal basis
  • Discussing Response Time, NPS, CES, VOC Analytics, CSAT & More
  • Hot Topic Question: We have all this data- now what?


John Hribar

Group Manager Technical Services
South East Water

Gwen Arundell

Contact Centre Manager
South East Water

2:20 PM - 3:00 PM Case Study: Half Way Through Melbourne Cricket Club’s Cultural Change & Employee Engagement Transformation Program

Donna Price, General Manager People & Culture, Melbourne Cricket Club
Melbourne Cricket Club is currently 18 months into their customer service program which will span a 3 year period, touching all parts of the club. This session will examine how customer feedback, customer service programs and employee engagement has translated into real results.
  • Maintaining a consistent client experience at every customer touchpoint to ensure a great service experience
  • Driving a customer service program across multiple work groups, including a large casual workforce
  • The importance of simplicity in driving step change & how to engage your people
  • Learning’s so far and early indicators of the benefits of the program


Donna Price

General Manager People & Culture
Melbourne Cricket Club


3:20 PM - 4:00 PM Interactive Discussions Think Tank: Panel Discussion Customer View: Aligning your Organisation to the Wants & Needs of the Customer for Profit Boosting Customer Centric Cross- Channel Experiences which Drive Retention & Growth

Steve Towers, CEO, BP Group Anna Simo Olivet, Senior Manager Specialised Services, Commonwealth Bank Bridgette Dalzell, General Manager Customer Services, Spark NZ Belinda Wood, Customer Experience Partner, Service & Operations, Baptcare Natalie McColl, Senior Manager Client Services, Transport Accident Commission (TAC)
  • Engaging and retaining customers with meaningful experiences in a time where the customer has myriads of alternative options
  • Delivering consistent seamless experiences across a variety of customer preferred channels
  • Understanding what customers expect today and where they will be headed in the future

Anna Simo Olivet

Senior Manager Specialised Services
Commonwealth Bank

Bridgette Dalzell

General Manager Customer Services
Spark NZ

Belinda Wood

Customer Experience Partner, Service & Operations

Natalie McColl

Senior Manager Client Services
Transport Accident Commission (TAC)

Steve Towers

BP Group

4:00 PM - 4:05 PM Champagne Roundtable: The Need for Innovation to Remain Competitive:

*Delegates will remain at their tables and compile a list of 20 new innovative ideas that could potentially be considered in updating their CX strategy. After 20 minutes, 1 delegate from each table will report back to the group with their top 3 ideas that could be implemented or temporarily rolled out to keep their organisations competitive in this evolving space. Suggested Idea Sections:

Table 1

4:05 PM - 4:40 PM How do you Capture & Retain the Millennial Market?

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


Andrew James

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

Table 2

4:05 PM - 4:40 PM Startup: Generating a Reputable Customer Experience Brand

Levi Aron, Country Manager- Australia, Deliveroo


Levi Aron

Country Manager- Australia

Table 3

4:05 PM - 4:40 PM Customer Feedback Conspiracy with BP Group

Steve Towers, CEO, BP Group James Dodkins,  , BP Group UK


Steve Towers

BP Group

James Dodkins

BP Group UK

Table 4

4:05 PM - 4:40 PM Staff & Customer Engagement

Gabrielle Dracopoulos, Head of Customer, Melbourne IT


Gabrielle Dracopoulos

Head of Customer
Melbourne IT

Table 4

4:40 PM - 11:59 PM END OF FOCUS DAY