Customer Obsession: Navigating Culture, Investment & Technology to Achieve a Truly Connected Customer Experience
So your organisation wants to be progressive, customer centric and innovative? But what about the bottom line?
In an age where customer obsession is fast becoming the number one item on every executives agenda, organisations are still demanding proof that customer experience contributes to the bottom line.
To help you connect the dots between innovation, product, retention and service delivery we've pulled together over 200 of the region’s foremost customer experience leaders to brainstorm ideas at our most interactive event to date.
We've transformed this years agenda to look at every stage of the customer experience maturity path, with streams tailored to strategy, alignment and governance of CX projects.
Under the microscope in 2017:
CX DESIGN: What can you learn from customers during the early buying phase so they stay with you?
CONTACT CENTRES: Harnessing the voice of the customer
DIGITAL: Managing the brand experience. Why cross channel interaction must be different for new and existing customers
AI: CX, speed of maturity and the reality of AI, chatbots and everything in between
CUSTOMER VALUE PROPOSITION: What equals value in CX terms?
Check out the full agenda here:
Jackson Jeyanayagam, CMO, Boxed (US)
Hear how one of America's hottest retail disruptors is using Customer Experience to take on Amazon and Costco. Read more.
Check out everything that's NEW and EXCITING for the 2017 event.
Book Early and SAVE!
Book your ticket today and take advantage of our hugely discounted early bird prices.
60+ customer experience thought leaders
Why invest your time?
3 Dedicated Tracks
With every organisation being on a different maturity level, we have now included 3 dedicated CX maturity tracks, exploring how to tackle each stage of a CX project. Tailor your own agenda and attend tracks specific to your learning needs on either strategy, alignment or governance. Each track will include 2 discussion groups and a dedicated case study.
4 New Discussion Formats
Ever wanted to know a CCO's top 10 best practice tips? Sit in on one of 9 Roundtables focusing on best practice in CX, or join one of our thought provoking think tanks and panel discussions to find out what the best minds in the industry think. Or have all of your project challenges addressed during our interactive discussion groups.
15 Industry Case Studies
We have transformed the agenda to include flash talks and case studies, highlighting current CX projects to help you gain insights into specific CX strategies and learn everything from best practice, to overcoming CX pitfalls and everything that happened along the way.
Highlights from CCO Melbourne 2017
Attracting over 180 attendees and featuring 40+ speakers, Chief Customer Officer Melbourne gathered the region’s leading customer experience executives, offering an dynamic mix of engaging discussions. Speakers covered a broad range of topics ranging from the role of the Chief Customer Officer (CCO), its remit and acceptance, to customer centricity, engagement, advocacy, measuring CX and culture and leadership strategies. Our speakers included:
- David Koczkar, Group Executive, Chief Customer Officer, Medibank
- Anand Thomas, Chief Customer Officer Bankassurance, Digital & Direct Insurance, MLC Life Insurance
- Lisa Pogonoski, Chief Customer Officer, BT Financial Group
- Lance Eerhard, Chief Digital Officer, Dan Murphy’s
- Geraldine Davys, Chief Marketing Officer, iSelect
- Jody Grima, Executive Director, Customer Experience and Delivery, Service NSW