DAY 1

30/10/2018

Tuesday 30 October 2018

09:00- 09:25

Keynote Address: Why CEO’s must support customer centricity

This presentation will give an insight into customer centricity from a CEO’s perspective, and why exceptional customer experience must be the backbone of every company strategy and culture.

09:50- 10:15

Great Expectations: How to become the company your customers want you to be

All businesses are now operating in a customer-driven world. More than ever before, customers expect a great customer service experience from the businesses they work with, and it is becoming arguably more important than your product or service. Effectively delivering on these great expectations requires us to think differently. 

Speaking

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 in this space today. Each roundtable will be led by an expert facilitator to guide attendees to share their common experiences and formulate solutions that can be… Read more.


Day 1 : ROUNDTABLE DISCUSSIONS – CCO TOP 5

10:45- 11:25

9. DATA INTELLIGENCE

Simone Roberts speaker Chief Customer Officer Sydney 2018 customer experience conference
Simone Roberts
Head of Data and Analytics Hub - Foxtel

10:45- 11:25

8. EMPLOYEE ENGAGEMNT

10:45- 11:25

7. CX STRATEGY

Cathal Quinlan
Cathal Quinlan
Executive Manager – Service Transformation - Westpac

10:45- 11:25

6. TECHNOLOGY INVESTMENT & ROI

Corin Healy speaker Chief Customer Officer Sydney 2018 customer experience conference
Corin Healy
Manager, Product & Customer Capability - Chorus (NZ)

10:45- 11:25

5. CONTACT CENTRES

Lesley Mackle speaker Chief Customer Officer Sydney 2018 customer experience conference
Lesley Mackle
Manager of Wow - Service and Enablement Centres Customer Fulfilment Services - Bank of New Zealand (NZ)

10:45- 11:25

4. OMNI-CHANNEL STRATEGY

Jonathan Weavers speaker Chief Customer Officer Sydney 2018 customer experience conference
Jonathan Weavers
Customer Marketing and Insights Manager - Moët Hennessy Australia

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 CCO’s – Customer centricity and the role of the CCO

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
Lawrence Mitchell
Chief Customer Officer - Sumo Salad
Lee Scales
Chief Customer Officer - UniSuper

INTERACTIVE DISCUSSION GROUPS

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 1 TRACK B: DIGITAL CX

13:50- 14:20

Discussion Group: Mapping digital capabilities to strategic priorities

Melissa McCarney speaker at Chief Customer Officer Sydney Customer Experience Conference 2017 Sydney
Melissa McCarney
General Manager, Group Marketing - Mortgage Choice
Rebecca Ullman speaker Chief Customer Officer Sydney 2018 customer experience conference
Rebecca Ullman
General Manager - Customer Operations and Service Excellence - Canon

14:20- 14:50

Discussion Group: Leveraging customer feedback to build a better digital customer experience

Robin Meijer speaker Chief Customer Officer Sydney 2018 customer experience conference
Robin Meijer
Senior Customer Success Manager Asia-Pacific - Usabilla

14:50- 15:20

Discussion Group: Personalisation: The link between digital experience and data intelligence

Mark Baartse
Mark Baartse
Chief Marketing Officer - Showpo
Kishan Vyas speaker Chief Customer Officer Sydney 2018 customer experience conference
Kishan Vyas
Insights and Customer Experience Manager - OpenCorp

DAY 1 TRACK C: DATA & INSIGHTS

13:50- 14:20

Discussion Group: Levering data and analytics to uncover real customer pain points

Nissanka Janaratne speaker Chief Customer Officer Sydney 2018 customer experience conference
Nissanka Janaratne
Digital Advisory & Transformation - Westpac
Sam Lake speaker Chief Customer Officer Sydney 2018 customer experience conference
Sam Lake
Customer Platform Manager - Vector Ltd (NZ)

14:20- 14:50

Discussion Group: Developing sophisticated reporting and analytics capabilities to interpret customer needs

Florence la Carbona speaker Chief Customer Officer Sydney 2018 customer experience conference
Florence La Carbona
Senior Manager Data & Dashboards, Wealth Analytics & Insights - BT Finance

14:50- 15:20

Discussion Group: How to use data and insights in product innovation

Tony Blamey speaker Chief Customer Officer Sydney 2018 customer experience conference
Tony Blamey
Chief Product & Customer Experience Officer - Domain Group
Simon Stevens speaker Chief Customer Officer Sydney 2018 customer experience conference
Simon Stevens
Customer & Market Insights Manager - QBE Australia

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 1 TRACK A CS: ROI

15:50- 16:15

Case Study: 


16:15- 16:40

Case Study: The Reality of building and implementing a multi-million dollar IT business case

This presentation will look at how City of Gold Coast built and delivered a multi-million business case to replace their 40 plus legacy systems into a single platform, and the reality of the implementation versus the assumptions made at the start.

Cath Drinkwater speaker Chief Customer Officer Sydney 2018 customer experience conference
Cath Drinkwater
Local Government Platform Implementation Manager - City of Gold Coast

16:40- 17:05

Case Study:


DAY 1 TRACK B CS: DIGITAL CX

15:50- 16:15

Case Study: Leading industry-wide change

How PEXA is digitally transforming an archaic property industry from paper to digital. As CCO Lisa Dowie is driving a member-centric culture to deliver better experiences in a complex ecosystem.

16:15- 16:40

Case Study: Creating a truly connected omni-channel strategy

This presentation will detail how Laminex approached the rapid changes occurring in technology in an industry that is not technologically savvy.  See how Laminex improved their NPS from 36 to 55 and contact centre service levels from mid 50% to above 80% in around 18 months, and get an in-depth understanding of the importance of involving the customer, keeping… Read more.

Adrian Marr speaker Chief Customer Officer Sydney 2018 customer experience conference
Adrian Marr
Head of Customer Centricity - Laminex

16:40- 17:05

Case Study: Why personalisation is crucial in digital cx

This presentation will look at how Suncorp has evolved their customer centric culture, and leveraged data and technology, to create more personalised digital experiences. As well as explore why Suncorp has chosen to take this path.


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