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Connecting You to What's Next in CX 

Chief Customer Officer Melbourne brings together Australia’s customer experience C-suite for two days of exceptional networking and problem-solving. In the era of customer obsession, we focus on the nuts and bolts of how practitioners have executed successful CX transformation strategies and impacted the business bottom line.  

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What's NEW for CCO Melbourne 2020?

  • BEHAVIOURAL ECONOMIST PERSPECTIVE:
    Behavioural economics is another way to say “the study of consistent irrationality.”  This session will show how you can replace processes and structures that fight against human nature with those that take advantage of the way people actually act.
  • CFO PANEL:
    Convincing your CFO and CEO to invest in CX activities can seem impossible. Here, our panel of CFOs who are already sold on CX will give you the tools to help you attract investment into your CX programmes.
  • NEUROSCIENTIST PERSPECTIVE:
    Memory, trust and the importance of emotion in decision making and customer experience.
  • MORE NETWORKING OPPORTUNITIES:
    Form new relationships with Australia’s CX leaders with our speed networking, Meet the C-suite Round Tables, Champagne Discussion Groups, and our Casino Evening!
  • MORE CASE STUDIES:
    Specific case studies and deeper topics. We will learn how various companies have managed to:
    • Simplify their business to deliver better outcomes
    • Extract qualitative insights from a large scale contact centres
    • Apply personalisation at different customer touch points
    • Re-shape stale experiences to be more engaging
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98% of Speakers New in 2020

Australia's CX Leaders

New Contacts Guaranteed

12

Confirmed 2020 speakers

Catriona Larritt

Catriona Larritt

Group Chief Customer Officer, Jetstar

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Ingrid Purcell

Chief Experience Officer, ME Bank

Lee Scales UniSuper

Lee Scales

Chief Customer Officer, UniSuper

Bianca Bates

Chief Client Officer, Cuscal Limited

Jason Shugg

Chief Customer Officer, Luxury Escapes

Lexi Airey

Lexi Airey

Chief Executive Officer, Gateway Bank

Troy Barnes

Troy Barnes

Chief Customer Officer, Pizza Hut Asia Pacific

Emma Powell

Emma Powell

Chief Customer Officer, Accident Compensation Corporation

Tilly Loughborough

General Manager - Passenger Experience, Metro Trains Melbourne

Felipe Flores

General Manager of Data & Digital and Group Chief Data Scientist, Liberty Financial (Australia)

Pip Cameron

Phillipa Cameron

Chief Customer Officer, Stuff

Todd Stevenson-1

Todd Stevenson

Chief Member Outcomes Officer, Colonial First State

Louise Portelli

Louise Portelli

Chief Customer Experience Officer, MLC Life Insurance

Richard Spencer-1

Richard Spencer

Chief Customer Experience Officer, NSW Business Chamber

Allyson Lowbridge

Allyson Lowbridge

Chief Customer Officer, Australian Ethical Investment

Robert Barać

Director Customer Experience - Government, Innovation Transaction Banking, ANZ

Emma Cornwell

Chief Customer Officer, Enrich Living Services

Jo Kelly

Jo Kelly

Chief Customer Officer, Good2Give

Jon Tidd

Jon Tidd

Chief Customer Officer, Superloop

Adam Nettheim

Head Of Customer Operations, Commonwealth Superannuation Corporation

Andrew Crozier

Chief Product and Customer Officer, Aurora Energy

Jacinta Jones

Jacinta Jones

Chief Customer Officer, rollitsuper.com

Brendan Norton

Head of APAC Customer Focus, Head of Customer Experience and Retention, Life & Investments, Zurich Financial Services Australia

Melis Senova

Dr. Melis Senova

Dr Melis Senova, Neuroscientist, thought-leader in human-centred design, and founder, Huddle

Paul McCrory

Paul McCrory

Group Industry Director, Facebook

Joshua Walther

Joshua Walther

Chief Customer Officer, Tyro Payments

James Coyle-2

James Coyle

Chief Customer Officer, SuperEd

Violet Lazarevic

Dr. Violet Lazarevic

General Manager of Customer Insights, Telstra

Bruce Harkness

Bruce Harkness

Senior Vice President HR & Customer Experience, Wyndham Destinations Asia Pacific

Jayne Russell

Jayne Russell

Group General Manager, Client Experience and Service Design, Ministry of Social Development

Rachel Hamlen

Rachel Hamlen

Head of Customer Experience, FairVine

Chris Rawlins, Live Better Community Services

Chris Rawlins

Chief Customer Officer, Live Better Community Services

Sue-Ann Charlton SA Power

Sue-Ann Charlton

General Manager Customer Relations, SA Power

Liz Fowler

Liz Fowler

Head of Strategy and Customer Experience, Aussie

John Carroll Omnicare Allianc

John Carroll

Speaker, Author, Business Safari Guide

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2020 Key Themes

  • THE CHALLENGE OF ‘HOW’: The nuts and bolts of how practitioners executed their CX transformation strategy, what it actually took to resource the implementation, and how they measured the results.
  • DEMONSTRATING CX ROI: How to measure and demonstrate to your stakeholders the impact of customer projects on the business bottom line.
  • EMPLOYEE EXPERIENCE: How to ensure you CX strategy is supported throughout the organisation.
  • ACHIEVING SUSTAINABLE, LONG TERM RESULTS: How organisations, with varying resources, actually managed a successful execution of a transformation strategy, and what their results were months / years later.
  • DATA & INSIGHTS: Design human-centred experiences and actually meet customers' changing needs.
  • CAPTURING CUSTOMERS EMOTIONALLY IN A DIGITAL WORLD: Taking personalisation to the next level - brand loyalty and love.
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Why Invest Your Time?

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More networking than ever!

We have incorporated more interactive networking across the agenda with speed networking, onsite polls, meet the c-suite round tables, discussion groups. This is the event of the year!

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Out of the box speakers

Hear from CCOs from Australia's leading organisations, plus our line up of inspiring 'out of the box' presenters. From behavioural economists and neuroscientists, to chief financial officers and CEOs, this diverse group of experts will help you put customers at the centre of everything you do. 

Download the Agenda

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Practical, interactive formats

Less waffle, more substance. Through our condensed case studies, interactive round tables, senior level panels and discussion groups, you will be able to take real, practical tips, tools and strategies to apply to your own projects.

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What people are saying

  • “Extremely valuable consumer focused event”

    Jodi Bradford, Group Experience Manager, nib

  • “This event was a great space to network with peers and share experiences, whilst learning valuable insights from organisations who are underway with their CX journeys!”

    Marc Bindlechner, Head of Customer Operations, The Big Red Group (BRG)

  • “An energising two days soaking up the latest CX trends, learning from others' experiences, and discovering new opportunities to take back to my organisation."

    Rachel van Zanten, Manager, Customer Experience and Engagement, CHOICE

  • “Amazing conference showcasing that this profession is well aligned in how and why to truly focus on the customer experience.”

    Tim Shuttleworth, Head of Client Experience, Connections Group

  • “CCO conference was interesting, thought-provoking and inspiring. The quality of all speakers was consistent with highly experienced, articulate excellent presenters. Great thought bubbles, catch phrases and importantly 'how to' tips enabling attendees to walk away and feel empowered enough to take on the challenges in their own business with a new perspective and with insight of proven strategies.”

    Deborah Barr, Head of Product, Allan Gray Australia

  • “Insightful speakers from diverse backgrounds working to make a difference for customers.”

    Sue Jellie, Chief Operating Officer, Adica

Our 2020 Supporting Partners

CCO Melbourne Sponsors 2020 12.03.2020
 
If you are interested in sponsorship, please contact our
Sponsorship Director, Alistair Clemett. 
+61 412118146
View Our Partners Request the 2020 Sponsorship Prospectus

Media Partners

Copy of CCO Melbourne Media Partners 2020

 

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Come and Join Us!

With so much content packed into two days, be sure to get CCO Melbourne marked on your calendar today. Drop us a no-obligation email right now to take advantage of our early-bird discounts, group incentives and sponsorship opportunities. 
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