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

Shelley McDowell

Director, Customer Experience Strategy

10:50 AM Utilising AI to Simplify the Customer Experience within a Complex B2B Landscape

Flight Centre Corporate are responding to a fundamental shift in customer expectations and using CEM to help to refocus on what’s important to the business. The challenge faced by Flight Centre Corporate is improving the customer experience for both corporate booking agents and the traveller, whose needs differ. In this session:

  • How Flight Centre have pivoted their focus from savings to ‘making things easier’ for all customers
  • The process of creating the pilot AI online booking tool, Savi – who brings knowledge closer to the customer and has modules for both booking agents and travellers
  • Navigating an environment where product delivery is restricted by each company policy

Chaired By:

1:30 PM Redefining ‘Customer’ and Addressing the Community to Improve Customer Experience and Retention for CBRE’s Commercial Property Owning Clients

The customer team at CBRE are redefining both who the customer is and what good customer experience looks like in the world of commercial property. CBRE recognized the opportunity to better drive retention and attraction through addressing the needs of all staff employed in the building, not just the traditional customer; and have since set about building a brand and community around the customer in each of their premises. In this session:

  • How CBRE is generating authentic engagement with customer based on genuine insights
  • The George place case study: underpinned by insights, how CBRE worked with their client to create a community through better utilizing the space, hosting activities and integrated this activity through diverse communication channels, online and offline.
  • Improving the welcome process for new tenants by removing hassles and using journey mapping to know when and how to communicate with customers


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

Download The Latest Agenda