DAY 1

01/11/2017

Wednesday 1st November 2017

08:35- 08::40

Chair’s Opening Remarks

Speaking

08:40- 09:05

International Keynote Address: From Burritos to thinking outside of the “Boxed” …a journey of disruption 

Chipotle changed the way people think about fast food. Boxed is changing the way consumers – especially younger ones – think about “club” shopping. In both instances, Marketing and customer experience play[ed] significant roles in educating consumers and telling the respective brand’s story in a compelling way. Jackson will discuss how both brands approached this… Read more.

Speaking
Jackson Jeyanayagam
Chief Marketing Officer - Boxed (US)

09:05- 09:30

Customer obsession: CX as the driving force behind all we do

Thinking differently about the needs of the customer. Aligning service elements with data to give customers a product experience. What makes memorable experiences? Looking at functional sensual and emotional elements of experience.

Speaking

09:30- 09:55

Emotional Connection Over Efficiency. Why emotional experiences drive loyalty and how to do it

Organisations have been focused on operational efficiency as a driver for Customer Experience (CX) for many years.  However, new research conclusively demonstrates the critical component of any CX strategy is creating positive emotional experiences. But which emotion? And how do you break through siloes to scale delivery of these emotional experiences? And crucially – how… Read more.

Speaking
Kristi Mansfield
Director CX Strategy & Transformation - Oracle

09:55- 10:30

CCO Think Tank: Ensure service and experience build the corner stone to every business

Knowing your customer – why measuring customer effort is key. What does value creating look like in the age of the customer? Supporting strategic business outcomes through CX and emotional connection.

Speaking
James Fitzpatrick
Chief Customer Officer - Superconcepts
Melissa Heyhoe
Chief Customer Officer, Retail Advised Insurance - MLC Life Insurance
Lisa Pogonoski
Chief Customer Officer - BT Financial Group
Shad Mortazavi
Managing Director - Open IQ
Trent Mankelow
Chief Customer Officer - Trade Me

10:55- 11:25

International Expert Keynote: Customer centric culture by design

  Is your culture designed to create passion and purpose? Do all employees love your brand and buy into the vision? Are your people your competitive advantage?

Speaking

ROUNDTABLE DISCUSSIONS – CCO TOP 10

During this interactive session, attendees will be split off by their individual roundtable to discuss the top 10 tips in CX best practice, looking at various aspects of discovery, service elements and what mistakes to avoid.  Each facilitator will guide the discussion.


ROUNDTABLE DISCUSSIONS – CCO TOP 10

11:25- 12:05

Roundtable 1: SERVICE DESIGN

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

11:25- 12:05

Roundtable 2: DIGITAL STRATEGY

Miles Williams
General Manager,Capability & Transformation,Customer Growth - Bupa
Saurav Kataria speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Saurav Kataria
Strategy & Customer Innovation Leader

11:25- 12:05

Roundtable 3: LEADERSHIP ENGAGEMENT

Kristin Haynes speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Kristin Haynes
Head of Customer Advocacy - News Corp Australia 

11:25- 12:05

Roundtable 4: CX STRATEGY

Joanne Stone speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Joanne Stone
Director of Customer Experience - Hudson

11:25- 12:05

Roundtable 5: STAFF ENGAGEMENT

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

11:25- 12:05

Roundtable 6: TECHNOLOGY INVESTMENT

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

11:25- 12:05

Roundtable 7: JOURNEY MAPPING

David Beal speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
David Beal
General Manager - Digital Transformation & Analytics - Energy Super

11:25- 12:05

Roundtable 8: ARTIFICIAL INTELLIGENCE

David Gerrelli
APAC Digital and Technology Director - CBRE

11:25- 12:05

Roundtable 9: CONTACT CENTRES

12:05- 12:30

Utilising data-driven personalised video technology to enhance engagement across the customer life cycle

Customer -centric organisations are using real-time interactive personalised video technology to acquire, onboard, and retain customers. Discover how this technology is also enabling customers to seamlessly complete applications and transactions.

Speaking

12:30- 13:10

Contact centre panel discussion: Harnessing the voice of the customer

The role of contact centres in harnessing the true voice of the customer. Overcoming paint points and removing barriers to experience. Embracing opportunities to delight by measuring customer outcomes, building trust and brand loyalty.

Speaking
Martyn Riddle
Marketing Director, APJ - Verint
Tom McCann
Principal, Head of Member Experience - Aon Hewitt
Kristin Haynes
Head of Customer Advocacy - News Corp Australia 
Miles Williams
General Manager,Capability & Transformation,Customer Growth - Bupa
Suzette Lamont
Director of Client Solutions - CBRE

DISCUSSION GROUPS & CASE STUDIES

Two 30-minute interacive 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

14:10- 14:40

Discussion Group: Unifying all customer initiatives into a solid business strategy to achieve tangible business outcomes

Aligning customer initiatives with business objectives to deliver tangible business outcomes. Understanding the role of technology in delivering meaningful metrics with proven results. Ensuring the voice of the customer is present in every strategic decision.

Charles Weiser speaker Chief Customer Officer Sydney customer experience conference
Charles Weiser
Chief Experience Officer and Head of CX Innovation Labs - Optus
Erryn Schettino speaker Chief Customer Officer Sydney customer experience conference
Erryn Schettino
Group Head of Customer Experience - IRT

14:40- 15:05

Case Study: Bringing the customer to the centre of strategy by setting a customer experience target

Embedding customer centric design into your strategy to look beyond the train and stations. Taking a Door to Door to Door journey approach to understanding the customer. Bringing service design processes to life from the inception of the station design.

Rebecca Want speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Rebecca Want
Director Customer Strategy Sydney Metro - Transport for NSW

TRACK B: ALIGNMENT

14:10- 14:40

Discussion Group: Driving CX transformation – the people and cultural perspective

How to bring everyone along on the journey with you? What does an agile and customer-centric company look like? Breaking down organisational silos and aligning people, process and technology to optimise outcomes.

Peter Jamieson speaker Chief Customer Officer sydney customer experience conference
Peter Jamieson
Executive Director Customer Experience - GM Holden
David Pisker, Head of Customer Experience & eCommerce at Officeworks speaker Chief Customer Officer Sydney customer experience conference
David Pisker
Head of Customer Experience & eCommerce - Officeworks

14:40- 15:05

Case Study: Lessons in alignment, rhythm and data and how trust and appreciation can help you exceed expectation

Rebuilding a dysfunctional team while diffusing a number of ticking financial time bombs. Maximising an underexploited business opportunity and increasing YOY revenue by ~20%+. Halving (almost) complaint rates.

Grant Stockwell speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Grant Stockwell
Service Delivery Manager - Camp Australia

TRACK C: GOVERNANCE

14:10- 14:40

Discussion Group: Customer experience and governance

Optimising CX by establishing CX ownership within the organisation. Rebranding customer service versus eliminating the root cause of experience failure. Avoiding pitfalls of a disjointed experience by increasing the capacity and authority of the CX team.

Karen Ganschow, General Manager Consumer Marketing and Customer Strategy, National Australia Bank speaker Chief Customer Officer Sydney customer experience conference
Karen Ganschow
General Manager Consumer Marketing and Customer Strategy - National Australia Bank

INNOVATION SPOTLIGHT

15:45- 15:55

Why customer experience conversations powered by machine learning & AI must be considered a strategic initiative 2017 and beyond

Understanding the entire customer experience cycle is critical as if only one moving part fails, the customers overall experience is a failure. By applying Machine Learning and AI to the cycle helps identify and develop best practice model and business success. Business intelligence in silos will not highlight this failure, organisations must see from the… Read more.

15:45- 16:45

Charity Transformation Workshop

In this session, attendees will have the chance to apply their knowledge and skills to help a charity review their operational model and devise a cx framework to achieve optimum service excellence.  Help us help make a difference.

Speaking
Christian Cuthbert
Chief Technology Officer - Beacon Foundation
Kris McKay
Partnerships and Business Development Manager - Beacon Foundation
Jodie Fraser
National eBeacon Manager - Beacon Foundation