DAY 2

02/11/2017

Thursday, 2 November 2017

08:30- 08:35

Chair’s Opening Remarks

Speaking

08:35- 09:00

Game on: what any brand can learn from the gaming industry

Can marketing leaders apply gaming industry strategies to positive effect?  The relationship between simplicity and engagement. B2B…2C – Who is your customer and how do you elevate them to the role of hero in the story: new ways of thinking about customer journey mapping and engagement. Creating an emotional connection with your customer; a travel… Read more.

Speaking
Chris Preston
General Manager, Marketing - Corporate Brands - Flight Centre

09:00- 09:25

The inmates are running the asylum – what it takes to drive transformation by design

Executing a transformation at scale is a complex undertaking, there’s no denying it. Not only does it involve significant systemic changes to the way we work, but also organisational and cultural change to support new behaviours and mindsets. In this presentation, we will discuss some key success factors for establishing and then scaling a Design… Read more.

Speaking
Rod Farmer
Associate Partner (Digital), Asia Design Leader - McKinsey & Company

09:25- 10:05

CMO Think Tank: How customer focus and cx can deliver on an organisation’s purpose

The new era of marketing and brand engagement: transforming customer insights into profitable business strategies. The future of AI for marketing and the customer experience. Demonstrating ROI on customer experience initiatives.

Speaking
Regan Savage
General Manager Marketing Communications - Kiwibank Limited (NZ)
Jo Kelly
Chief Marketing Officer - UBank
Jackson Jeyanayagam
Chief Marketing Officer - Boxed (US)

10:05- 10:30

The top 10 pitfalls of customer experience analytics, and how to avoid them

Improving NPS. Improving customer journeys.  Reducing cost-to-serve (while not slipping on other KPIs).  These are some of the most difficult challenges that today’s business leaders face. While customer data, analytics tools, and journey models continue to improve, the most likely outcome of a customer experience initiative is still to plateau – not the dramatic results… Read more.

Speaking
Gil Winters
VP Customer Journey Analytics - [24]7.ai

FLASH TALKS

During this session attendees will have the opportunity t hear about CX projects, gain insights into goals, strategies and learn what happened along the way.  Each speaker will give a 15minute overview of their project/Case Study.

11:25- 11:40

Banks can’t make TV, right? – brand, marketing, product & demand  

Creating a TV show about the psychology of money to engage customers. Building brand consideration and momentum while driving up NPS. Exceeding sales targets without mentioning a single product.

Speaking
Regan Savage
General Manager Marketing Communications - Kiwibank Limited (NZ)

11:40- 12:05

The future of customer relationships 

Change has never been this fast and will never be this slow again. Asia Pacific is the fastest growing region in the world with rapid consumer evolution and evolving digitally-minded young populations. However, amidst this proliferation of data, machines aren’t reducing the role of humanity, they’re amplifying it. Understand the future of customer relationships across… Read more.

Speaking
Peter Harris
EVP & Managing Director of Asia Pacific - Vision Critical

12:05- 12:20

The consumer voice driving change

Enhancing the patient experience by determining the specific factors that influence patient satisfaction. The importance of embedding a variety of mechanisms to measure satisfaction. Hearing the positive as well as constructive comments to drive change.

Speaking
Ada Ryan
CX & Consumer Engagement Lead - Genesis Care

12:20- 12:35

Driving innovation through hackathons 

Creating collaborative and innovative environments to encourage individuals to work together in a fun and exciting atmosphere. Proving teams with new technology and empowering them to create innovative solutions. Providing new ways of thinking, and developing new, creative solutions to real-world problems.

Speaking
Kimberly Nguyen-Don
Creative Hustler, Customer Enablement - Telstra

12:35- 12:50

Customer experience: How digital is changing and enhancing the car buying experience

How digital disruption has changed the automotive landscape and given rise to a new type of customer. Customer insight and intelligence: How embracing data and predictive analytics can enhance the automotive customer experience. Measuring the impact: Importantly how can we measure customer experience so as to demonstrate a direct correlation with business performance and company… Read more.

Speaking

DISCUSSION GROUPS & CASE STUDIES

Two 30-minute Interactive Discussion Groups running concurrently, hosted by 2-4 expert co-chairs. These informal discussions encourage everyone to participate and ask the questions they want the answers to. Choose your room and contribute. Each track is also highlighting a Case Study.


TRACK A: STRATEGY

13:50- 14:20

Discussion Group: Customer centric design – bringing customers directly into the creative process

How customer insights can unlock new sources of value. Enabling customers to co-create and re-engineer existing products to address their specific pain points. Understanding the difference between innovation and productivity gains through the eyes of the customer.

Natalie Davies speaker Chief Customer Officer Sydney customer experience conference
Natalie Davies
Head of Customer Experience - Momentum Energy

14:20- 14:45

Case Study: Customer Centricity: Putting the customer at the heart of your business strategy

How HCF articulated it’s customer experience principles, and used tools to embed this across the organisation (from Executive leadership to frontline). Re-assessing customer metrics: understanding the metrics that really matter when it comes to driving retention and bottom line. Re-aligning strategic project prioritisation and resources based on the above.

Kate Moonan speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Kate Moonen
Head of Customer Marketing - HCF

14:45- 15:15

Discussion Group: How to create demand with customer centricity in mind?

User experience, customer centricity and its effects on product innovation. Forecasting what customers want to ensure longevity of product: surviving in a world of shrinking product cycles. What metrics can be used to forecast demand?

Lizzie Bott speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Lizzie Bott
Service Design, Customer Enablement - Telstra
Kimberly Nguyen-Don
Creative Hustler, Customer Enablement - Telstra

TRACK B: ALIGNMENT

13:50- 14:20

Discussion Group: Customer value proposition development

Understanding customer KPI’s and what to track. Ensuring your metrics will translate into meaningful value proposition to customers. Linking value creation to product longevity and ROI.

Chief Customer Officer, Customer Experience Event Sydney, Australia
Albert Suryadi
Analytics & Planning Manager - Customer Value Management - Vodafone

14:20- 14:45

Case Study: Customer Experience: It’s not that straightforward

 Thinking of CX as a whole rather than parts – focusing on more than just touchpoint. Personas and segments- empathy or are you falling into the industry trap? Helping the organisation to be better: What do some of the best do? What does a CX team do?

Ebenezer Banful speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Ebenezer Banful
Customer Experience and Insights Manager - Yarra Valley Water

14:45- 15:15

Discussion Group: Engagement, adaptability and adoption: measuring success

How to measure customer happiness beyond NPS and extract data metric values. Measuring insight from all channels: surveys, call centres, social etc. to gain a holistic view. Revealing effective measurements to gauge the success of your CX program and initiative.

Damian Cotchett speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Damian Cotchett
Head of Customer Experience - AGL Energy
Lisa Pogonoski Chief Customer Officer BT Financial speaker Chief Customer Officer Sydney customer experience conference
Lisa Pogonoski
Chief Customer Officer - BT Financial Group

TRACK C: GOVERNANCE

13:50- 14:20

Discussion Group: The impact of customer centric design on your service offering

Where to start on becoming customer driven – aligning your internal value proposition with your in-market offering. How to market in a way that makes sense to customers. Understanding the impact of CX on brand.

Lisa Pogonoski Chief Customer Officer BT Financial speaker Chief Customer Officer Sydney customer experience conference
Lisa Pogonoski
Chief Customer Officer - BT Financial Group
Mike Dudarenok Chief customer officer flight centre speaker chief customer officer sydney customer experience conference
Mike Dudarenok
Chief Customer Officer, Technology - Flight Centre Travel Group Limited

14:20- 14:45

Case Study: How do you get everyone ‘on the customer centricity bus’ – what works and what doesn’t and the unique challenges of a franchise environment.

The starting point of customer centricity – vision and purpose. How did Mortgage Choice go about articulating our What, Why and How. Key takes outs from the Disney Customer Service course – how do they get people drinking the Disney coolade. Applying Disney best practice to Mortgage Choice – what works, what doesn’t and the… Read more.

Melissa McCarney speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Melissa McCarney
General Manager, Group Marketing - Mortgage Choice

14:45- 15:15

Discussion Group: How to prioritise CX project

Engaging leadership teams and frontline staff. Using storytelling to bring the organisations strategy to life. Connecting measures, metrics and business values to record success and secure further executive support.

Bruce Harkness speaker Chief Customer officer sydney conference customer experience
Bruce Harkness
Senior Vice President Human Resources - Wyndham Vacation Resorts Asia Pacific
Louie Ong
Senior Manager of Customer Insights - Wyndham

15:45- 16:15

Panel Discussion: Recruit, resource and retain – building teams to champion CX

Understanding key qualities of a CX champion. Creating a solid foundation of skills and knowledge for your staff and understanding what impact employee engagement plays in executing CX. Evaluating measures in retaining your top talent, amplifying your team’s potential and supporting internal mobility for champions to nurture holistic CX.

Speaking
Bruce Harkness
Senior Vice President Human Resources - Wyndham Vacation Resorts Asia Pacific
Kimberly Nguyen-Don
Creative Hustler, Customer Enablement - Telstra
Louie Ong
Senior Manager of Customer Insights - Wyndham
Dan Smith
Director of Human Centred Design - Westpac Group