DAY 2

31/10/2018

Wednesday 31 October 2018

09:00- 09:25

International Keynote: Re-inventing the human experience: harnessing data and insights to drive a consumer relationship-centric focus

Whilst data and insights are the back bone of every CX strategy, it is important to remember that a pure focus on data lacks the human element in how you connect to your customers and how they perceive your brand. This presentation will look how you can use your data to re-inventing the human experience… Read more.

10:15- 10:45

Mid-Morning Coffee & Networking in the Exhibition Area

Come to the ‘Meet the Speakers Lounge’ within the Exhibition area.

TOP 5 CHALLENGES & SOLUTIONS ROUNDTABLES

During this iInteractive session, attendees will have a chance to select a roundtable of their choosing to dive deep into some of the most pressing challenges they face, share their common experiences and formulate solutions that can be applied back in the office.


Day 2: ROUNDTABLE DISCUSSIONS – CCO TOP 5

10:45- 11:25

9. DATA INTELLIGENCE

10:45- 11:25

8. EMPLOYEE ENGAGEMNT

Morgana Waters speaker Chief Customer Officer Sydney 2018 customer experience conference
Morgana Waters
Global Head of Inclusion and Employee Experience - Allianz

10:45- 11:25

7. CX STRATEGY

10:45- 11:25

6. PRODUCT INNOVATION

Lisa Avramis speaker Chief Customer Officer Sydney 2018 customer experience conference
Lisa Avramis
Product Delivery Lead/Digital Journey Co-ordinator - IAG

10:45- 11:25

5. CONTACT CENTRES

10:45- 11:25

4. OMNI-CHANNEL STRATEGY

10:45- 11:25

3. VOICE OF CUSTOMER

10:45- 11:25

2. HUMAN CENTRED DESIGN

10:45- 11:25

1. GETTING STARTED WITH AI

11:50- 12:25

Audience led panel: Ask our CDO’s – Digital transformation – how to improve speed and quality to market and ensure digital effectively engages customers at every touch point

During this session, attendees will have the chance to ask any burning questions completely anonymously via our event app. The session will be moderated by our event Chair.

Speaking
Marcus Marchant
Chief Digital & Innovation Officer - QBE Insurance
Michael Donath
Chief Digital Officer - IKEA

INTERACTIVE DISCUSSION GROUPS

Discussion Groups are the beating heart of Corinium events and are consistently noted as being the event highlight by our delegates. With the help of our Co-Chairs, attendees get to deep-dive the topic, share their common challenges and discuss strategies for success, all in an off-the-record, welcoming and relaxing atmosphere.


DAY 2 TRACK A: ROI

13:50- 14:20

Discussion Group: Associated Partner TBA

14:20- 14:50

Discussion Group: Understanding the real cost of bad customer experience

Yvette Mihelic speaker Chief Customer Officer Sydney 2018 customer experience conference
Yvette Mihelic
General Manager On Demand Transport (Australasia) - Transdev
Natalie McColl speaker Chief Customer Officer Sydney 2018 customer experience conference
Natalie McColl
Senior Manager Client Services - Transport Accident Commission
Sweta Priyadarshini speaker Chief Customer Officer Sydney 2018 customer experience conference
Sweta Priyadarshini
Customer Experience Designer - Customer Experience & Insights - NBN Co

14:50- 15:20

Discussion Group: What metrics are critical in proving ROI on cx initiatives

Nick Wenck speaker Chief Customer Officer Sydney 2018 customer experience conference
Nick Wenck
Chief Strategic Development Officer - WorkCover Queensland
Irfan Ali speaker Chief Customer Officer Sydney 2018 customer experience conference
Irfan Ali
Master Black Belt Continuous Improvement - Vodafone

DAY 2 TRACK B: DIGITAL CX

13:50- 14:20

Discussion Group: Leveraging digital to create an emotional connection with the brand

Sue-Ann Charlton speaker Chief Customer Officer Sydney 2018 customer experience conference
Sue-Ann Charlton
General Manager Customer Relations - SA Power
Johan Pallson speaker Chief Customer Officer Sydney 2018 customer experience conference
Johan Palsson
Head of E-Commerce, Digital Marketing & Creative Services - Endeavour Drinks Group
Anirudh Nair speaker Chief Customer Officer Sydney
Anirudh Nair
Customer Experience Design Manager - Z Energy NZ

14:20- 14:50

Discussion Group: The role of data in personalisation of content and product offering

Simon Belousoff speaker Chief Customer Officer Sydney 2018 customer experience conference
Simon Belousoff
Personalisation Lead (Digital Transformation) - Bupa

14:50- 15:20

Discussion Group: Investing in automation capabilities to rapidly respond to customer interactions

Niluka Perera speaker Chief Customer Officer Sydney 2018 customer experience conference
Niluka Perera
Financial Controller & Project Manager Business Support Transformation - Scope (Aust) Ltd
Amrita Bhattacharyya speaker Chief Customer Officer Sydney 2018 customer experience conference
Amrita Bhattacharyya
Head of Customer Strategy & Experience, Customer Strategy, Design & Innovation - Suncorp

NARRATIVE DRIVEN CASE STUDIES

In these sessions, we have replaced PowerPoint with narrative where speakers will provide insights into their organisation’s cx journey, highlighting the pitfalls and strategies in overcoming them.


DAY 2 TRACK A CS: ROI

15:50- 16:15

Case Study: Navigating new technologies and getting senior level buy in

This presentation will look at how NetComm plans its sales and marketing technology stack to achieve a single view of the customer and gets C-level support behind this investment.

16:15- 16:40

Case Study: Designing value propositions with ROI

This presentation explores a situation common to many customer experience practitioners: guiding the business on value propositions that have been developed on internal hypothesis vs. first principles research.

Melody Smith Customer Experience Business Design Lead speaker Chief Customer Officer Sydney
Melody Smith
Customer Experience Business Design Lead - QBE Australia

16:40- 17:05

Case Study: The secret ingredient to successfully delivering CX projects

This presentation will focus on how Snooze transformed the in store customer experience and engaged 400 frontline staff to deliver it to customers.

Rebecca Griffiths speaker Chief Customer Officer Sydney 2018 customer experience conference
Rebecca Griffiths​
Customer Experience Projects Manager - Snooze

DAY 2 TRACK B CS: DIGITAL CX

15:50- 16:15

Case Study: Creating seamless and personalised experiences to drive brand loyalty

This presentation will illustrate how Omnicare Alliance has created a brand culture of personalised employee and customer experience in the human services industry to drive rapid growth alongside over 90% customer and staff retention rates in the past 3 years, and how you can do the same.

John Carroll speaker Chief Customer Officer Sydney 2018 customer experience conference
John Carroll
CEO - Brand, Marketing & People - Omnicare Alliance Limited

16:15- 16:40

Case Study: Levering personas and journey mapping to engage the entire organisation around customer

This presentation will look at how combining customer personas & journey management with digital, continuous improvement & engagement of the entire organization can enabled Schneider Electric to  provide their B2B customers with the B2C experience they demand. 

LeDon Brooks speaker Chief Customer Officer Sydney 2018 customer experience conference
LeDon Brooks
Vice President of Customer Experience, Pacific Zone - Schneider Electric

16:40- 17:05

Case Study: Building a CX capability in a product focused organisation

This presentation will outline the strategy, processes, and barriers to developing the capability and culture of a customer centric organisation within a traditional product centric company.

Tom McCann speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Tom McCann
Principal, Head of Member Experience - Aon Hewitt

DAY 1 TRACK C CS: DATA & INSIGHTS

15:50- 16:15

Case Study: Beautiful data for better CX

This presentation will look at how Fraedom has been using Data Science and Analytics to understand customers behaviour better, supporting CX initiatives, and improve CX journey.

David Duan speaker Chief Customer Officer Sydney 2018 customer experience conference
David Duan
Principal Data Scientist - Fraedom (NZ)

16:15- 16:40

Case Study: AI to drive personalisation and engagement

This presentation will explain the psychology behind personalisation, the importance to the consumer and how AI can drive a higher level of engagement.

16:40- 17:05

Case Study: How Australia Post is delivering eCommerce for Small Busines

Discover how Australia Post used data and insights to analyse the small business sending CX journey, then identify and create a roadmap to address pain points and streamline eCommerce transactions.

Rebecca Burrows speaker Chief Customer Officer Sydney 2018 customer experience conference
Rebecca Burrows
General Manager Segment Development and Marketing - Australia Post

17:05- 17:10

Conference Close