27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW

Paul Dance


Head of Service and Support, Customer Experience
Canon NZ


11:20 AM Reinventing Your ABC

The Australian Broadcasting Corporation is, and always has been, in a unique position in Australian media, as Australia’s public broadcaster. It’s also been somewhat of a leader when it comes to moving into new technology platforms and digital media opportunities. 

Leisa will look at how the ABC is continuing to evolve an incredibly valuable, 86-year-old institution for an increasingly digital future, as audience behaviours change. Covering how the organisation is adapting the audience experience across the ABC, to meet future audience needs, and how this impacts on brand, product and marketing in an industry that has a number of high profile challengers. Key elements of this will be:

  • How the ABC is improving both the understanding of audiences, and the consistency of brand experience
  • How the enterprise is being re-designed to support this evolution

Chaired By:

1:25 PM Finding Your 'Why' In A Disruptive Landscape To Re-Invent Your Business Strategy And Model And Fulfils Changing Customer Expectations

A lot of traditionally lucrative business models and revenue streams are now drying up, not necessarily because customers aren't being listened to but more so because it's becoming harder to do this in a rapidly evolving technology landscape that is bringing about new behaviors and trends we couldn't even predict. Paul at Canon NZ finds himself in such a situation and shares how his organization has re-invented its business strategy and model by:

  • Understanding consumer behaviors to re-purpose your business strategy and engagement program
  • Embedding digital processes and systems to improve sales, service and customer satisfaction
  • Improving visibility for customers through a robust data strategy

Speaker:

10:50 AM Applying Service Design to Product Design and Driving Improved Customer Experience

Sydney Metro began introducing service design techniques to station development in 2017. Since this time, Sydney Metro has matured its customer experience management capability and approach to increase the role of customer evidence, data and testing in the design process. Sydney Metro has improved the efficiency and effectiveness of earlier customer-centered design testing to inform the development of product and services.  In this session Sydney Metro will share:

  • How Sydney Metro succeeded in putting the customer at the center of its design processes
  • How Sydney Metro evolved from testing with life-sized models to utilizing greyscale drawings and VR to iterate and quickly test designs with customers,
  • How Sydney Metro built empathy with the customer experienced into all design teams assuring customer experience outcomes, and 
  • Some lessons learned as management of the customer experience journey has changed, relationship with customer and final station designs have improved

Chaired By:


Check out the incredible speaker line-up to see who will be joining Paul.

Download The Latest Agenda