Registration, Coffee & Networking in the Exhibition Area
April 28 | 08:00 - 08:40
Come early, have a coffee with us and maximise your networking time!
Chief Customer Officer Melbourne
Event has been postponed to later in 2020, new dates to be announced soon.
Conference Day 1
April 28th 2020
April 28th 2020
08:00
Registration, Coffee & Networking in the Exhibition Area
Come early, have a coffee with us and maximise your networking time!
Speaking:
08:40
Corinium Global Intelligence Welcome Address & Chairman’s Opening Remarks
Speaking:
Corinium Global Intelligence Welcome Address & Chairman’s Opening Remarks
March 20 | 08:40 - 08:45
Speaking:
08:45
Audience Ice Breaker: What’s your Story?
Let’s start how we mean to go on, in discussion making valuable industry connections.
Audience Ice Breaker: What’s your Story?
March 18 | 08:45 - 08:55
Let’s start how we mean to go on, in discussion making valuable industry connections.
Speaking:
08:50
2020 International Headliner: Using data innovation to drive personalisation and customer retention
- Creating a new product within six weeks based on customer demand
- Building the people capability for customer driven innovation, and taking them on that journey
- Using data to surprise and delight new and existing customers
- How do we make best use of our current data?
- Tips for strengthening relationships with existing customers
- Moving beyond the transactional CX - How do we demonstrate we care about our customers?
- Key take learnings from the recent work
Speaking:
2020 International Headliner: Using data innovation to drive personalisation and customer retention
March 20 | 08:50 - 09:15
- Creating a new product within six weeks based on customer demand
- Building the people capability for customer driven innovation, and taking them on that journey
- Using data to surprise and delight new and existing customers
- How do we make best use of our current data?
- Tips for strengthening relationships with existing customers
- Moving beyond the transactional CX - How do we demonstrate we care about our customers?
- Key take learnings from the recent work
Speaking:
09:15
Thought Leader Presentation
Thought Leader Presentation
March 18 | 09:15 - 09:45
Speaking:
09:40
Keynote Case Study: We have the data, but how do we use it to design the right customer experiences?
- Capturing members emotionally to drive positive behaviour
- How we have approached hyper personalisation to support the member journey
- Using predictive intelligence to mirror member life stages
- How AI and analytics have improved member retention
Speaking:
Keynote Case Study: We have the data, but how do we use it to design the right customer experiences?
March 20 | 09:40 - 10:05
- Capturing members emotionally to drive positive behaviour
- How we have approached hyper personalisation to support the member journey
- Using predictive intelligence to mirror member life stages
- How AI and analytics have improved member retention
Speaking:
10:05
Thought Leader Presentation
Thought Leader Presentation
March 18 | 10:05 - 10:30
Speaking:
10:30
International Perspective: CCO and why there's such a need for it in a business like Stuff
- Taking a customer-centric approach and championing the customer in everything we do
- Using data to have a single view of the customer
- Interact with customers in multiple ways across various platforms – and getting it right at every touch point
Speaking:
International Perspective: CCO and why there's such a need for it in a business like Stuff
March 20 | 10:30 - 10:55
- Taking a customer-centric approach and championing the customer in everything we do
- Using data to have a single view of the customer
- Interact with customers in multiple ways across various platforms – and getting it right at every touch point
Speaking:
10:55
Mid-Morning Coffee & Networking in the Exhibition Area
Get Refreshed! Mingle
Come to the ‘Meet the Speakers Lounge’ within the Exhibition Area
Mid-Morning Coffee & Networking in the Exhibition Area
March 20 | 10:55 - 11:25
Get Refreshed! Mingle
Come to the ‘Meet the Speakers Lounge’ within the Exhibition Area
Speaking:
11:25
Keynote panel discussion: Capturing customers emotionally in a digital world
Balancing hyper personalisation and data, with real experience of customers
- Revisiting self-service versus full service: Is a self-service experience the optimal CX solution for any organisation?
- What are the right channels to use?
- Is email dead?
- How to apply self-service to a large customer base, without losing the personal touch!
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:
Keynote panel discussion: Capturing customers emotionally in a digital world
March 20 | 11:25 - 11:50
Balancing hyper personalisation and data, with real experience of customers
- Revisiting self-service versus full service: Is a self-service experience the optimal CX solution for any organisation?
- What are the right channels to use?
- Is email dead?
- How to apply self-service to a large customer base, without losing the personal touch!
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:
11:55
Thought Leader Presentation
Thought Leader Presentation
March 18 | 11:55 - 12:20
Speaking:
12:20
Keynote Fireside chat: Zero Friction Future at Facebook
- Where is there currently a gap between what consumers expect and what businesses deliver?
- How do you see direct messaging platforms playing a role in a ‘zero friction’ future?
- Achieving personalisation at all touch points
- Keeping up with the pace of change in how consumers are behaving
- How AI and VR are transforming the customer experience
- Some international examples for telecommunications, retails and finance
Speaking:
Keynote Fireside chat: Zero Friction Future at Facebook
March 20 | 12:20 - 12:45
- Where is there currently a gap between what consumers expect and what businesses deliver?
- How do you see direct messaging platforms playing a role in a ‘zero friction’ future?
- Achieving personalisation at all touch points
- Keeping up with the pace of change in how consumers are behaving
- How AI and VR are transforming the customer experience
- Some international examples for telecommunications, retails and finance
Speaking:
12:45
Buffet Lunch & Networking in the Exhibition Area
Mix and mingle over lunch. Enjoy downtime with experts in the Speaker Conversation Corner.
Buffet Lunch & Networking in the Exhibition Area
February 20 | 12:45 - 13:45
Mix and mingle over lunch. Enjoy downtime with experts in the Speaker Conversation Corner.
Speaking:
12:45
CCO ROUND TABLE VIP Lunch (invitation only)
CCO ROUND TABLE VIP Lunch (invitation only)
March 18 | 12:45 - 13:45
Speaking:
Track A - Case Study
1:45
Case Study Leveraging Data and Human Centred Design to Improve Service Delivery
- Through the utilisation of data and measurement insights, along with automation, to improve service delivery and design a more customer centric organisation
- Understanding what is the relationship between data modelling and CX and how to leverage that relationship to enhance overall CX
- Investigating how to design improved customer experience and organisational efficiency through automation
- Utilising Data and AI to model superior internal and external processes
Speaking:
Case Study Leveraging Data and Human Centred Design to Improve Service Delivery
March 20 | 13:45 - 14:10
- Through the utilisation of data and measurement insights, along with automation, to improve service delivery and design a more customer centric organisation
- Understanding what is the relationship between data modelling and CX and how to leverage that relationship to enhance overall CX
- Investigating how to design improved customer experience and organisational efficiency through automation
- Utilising Data and AI to model superior internal and external processes
Speaking:
Track B - Discussion Groups
1:45
Discussion Group Masters of disruption – Start-up panel: What customer experience is possible when you starting from scratch?
- How to delight customers in a digital world
Speaking:
Discussion Group Masters of disruption – Start-up panel: What customer experience is possible when you starting from scratch?
March 20 | 13:45 - 14:10
- How to delight customers in a digital world
Speaking:
Track A - Case Study
2:10
Case Study CX in the Aged Care and NDIS market: The link between EX and CX, Human Centred Design, and building a culture of Customer Centricity
- Voice of the Customer framework: Developing a range of quantitative and qualitative measures to inform service design and delivery
- Managing link between EX/CX. – and the particular importance in human services
- Using human centred design to help customers navigate the aged care sector
- The basics – embedding customer centricity from a cultural perspective through the launch of a Customer Charter
Speaking:
Case Study CX in the Aged Care and NDIS market: The link between EX and CX, Human Centred Design, and building a culture of Customer Centricity
March 20 | 14:10 - 14:35
- Voice of the Customer framework: Developing a range of quantitative and qualitative measures to inform service design and delivery
- Managing link between EX/CX. – and the particular importance in human services
- Using human centred design to help customers navigate the aged care sector
- The basics – embedding customer centricity from a cultural perspective through the launch of a Customer Charter
Speaking:
Track B - Discussion Groups
2:10
Discussion Group CFO PANEL
Convincing your CFO and CEO to invest in CX activities can seem impossible. Here we speak to CFOs who are already sold on CX, and find out how you can attract more investment into your CX strategy. This session will outline what they need to see to get them across the line.
Speaking:
Discussion Group CFO PANEL
March 20 | 14:10 - 14:35
Convincing your CFO and CEO to invest in CX activities can seem impossible. Here we speak to CFOs who are already sold on CX, and find out how you can attract more investment into your CX strategy. This session will outline what they need to see to get them across the line.
Speaking:
Track A - Case Study
2:35
Case Study Inspiring everyday customer-focused innovation in an established company
This case study will examine how Telstra are making customer research and insights more agile to fit in with the move to an Agile culture that the business has gone through as of July 2019. It will look at some of the things we have trialled that have worked - self-service tools and community panels - and some of the things that haven't delivering sophisticated methodologies quickly.
Speaking:
Case Study Inspiring everyday customer-focused innovation in an established company
March 20 | 14:35 - 15:00
This case study will examine how Telstra are making customer research and insights more agile to fit in with the move to an Agile culture that the business has gone through as of July 2019. It will look at some of the things we have trialled that have worked - self-service tools and community panels - and some of the things that haven't delivering sophisticated methodologies quickly.
Speaking:
Track B - Discussion Groups
2:35
How the Meerkats Formed a Family - Developing Employee Loyalty to Gain Customer Love
John Carroll takes you to the edge of the Kalahari desert with a captivating African Animal fable that illustrates three key principles for developing a strong team culture as an essential precursor for brand loyalty and love.
Speaking:
How the Meerkats Formed a Family - Developing Employee Loyalty to Gain Customer Love
March 18 | 14:35 - 15:00
John Carroll takes you to the edge of the Kalahari desert with a captivating African Animal fable that illustrates three key principles for developing a strong team culture as an essential precursor for brand loyalty and love.
Speaking:
3:00
Afternoon Tea & Networking in the Exhibition Area
Get Refreshed! Mingle at the Meet the C-suite Round Tables
Afternoon Tea & Networking in the Exhibition Area
March 20 | 15:00 - 15:30
Get Refreshed! Mingle at the Meet the C-suite Round Tables
Speaking:
3:30
Behavioural Economist Perspective: How do you apply behavioural economics to drive greater customer experiences?
Behavioural economics is the study of consistent irrationality and biases. It delves into the ‘why’ of customer behaviour and as such provides a richer lens compared to customer data. This session is about understanding the practice of behavioural economics and how it can be integrated into any organisation as part of the customer experience program or a stand-alone function.
Speaking:
Behavioural Economist Perspective: How do you apply behavioural economics to drive greater customer experiences?
March 20 | 15:30 - 15:55
Behavioural economics is the study of consistent irrationality and biases. It delves into the ‘why’ of customer behaviour and as such provides a richer lens compared to customer data. This session is about understanding the practice of behavioural economics and how it can be integrated into any organisation as part of the customer experience program or a stand-alone function.
Speaking:
3:55
Thought Leader Presentation
Thought Leader Presentation
March 18 | 15:55 - 16:20
Speaking:
4:20
Co-designing with your Customer
- Understanding your clients better and condensing the information into a tangible service offering
- Ensuring customer feedback is utilised and embedded in future improvements
- Co-designing effectively with staff and clients
- Early findings on using a closed-loop feedback system to improve client trust
Speaking:
Co-designing with your Customer
March 20 | 16:20 - 16:45
- Understanding your clients better and condensing the information into a tangible service offering
- Ensuring customer feedback is utilised and embedded in future improvements
- Co-designing effectively with staff and clients
- Early findings on using a closed-loop feedback system to improve client trust
Speaking:
4:45
Neuroscientist perspective: Memory, trust and customer experience
Speaking:
Neuroscientist perspective: Memory, trust and customer experience
March 18 | 16:45 - 17:10
Speaking:
5:10
Cheers with Peers at our Casino Night! Opportunity to continue the conversations in a fun and entertaining way at our CCO cocktail reception.
Cheers with Peers at our Casino Night! Opportunity to continue the conversations in a fun and entertaining way at our CCO cocktail reception.
March 20 | 17:10 - 19:00
Speaking:
Conference Day 2
April 29th 2020
April 29th 2020
08:00
Registration, Coffee & Networking in the Exhibition Area
Registration, Coffee & Networking in the Exhibition Area
March 21 | 08:00 - 08:15
Speaking:
08:20
Welcome from Corinium and Chairperson
Welcome from Corinium and Chairperson
March 18 | 08:20 - 08:25
Speaking:
08:25
Audience Ice Breaker: What’s your Story? Let’s start how we mean to go on, in discussion making valuable industry connections.
Audience Ice Breaker: What’s your Story? Let’s start how we mean to go on, in discussion making valuable industry connections.
March 18 | 08:25 - 08:30
Speaking:
08:30
International Keynote Case Study: The Future of CX in an Era of Customer Obsession
- Building the foundations of a customer centric culture
- What it really means to listen and understand your customers
- Starting from the customer and working backwards
- Why good design just make sense
Speaking:
International Keynote Case Study: The Future of CX in an Era of Customer Obsession
March 21 | 08:30 - 08:55
- Building the foundations of a customer centric culture
- What it really means to listen and understand your customers
- Starting from the customer and working backwards
- Why good design just make sense
Speaking:
08:55
Case Study: Lessons Learnt from over a decade in driving Customer and Business Transformation Programs
It is well known that delivering and embedding a successful customer transformation is challenging at best.
Over the last 15 years Louise has worked with organisations across the globe to support them to better engage with their customer by systematically working through all aspects of an organisation that is necessary to drive and execute a customer centric strategy.
This case study will take you on Louise’s journey and key learnings to best equip your business to successful deliver game changing customer transformation program.
Speaking:
Case Study: Lessons Learnt from over a decade in driving Customer and Business Transformation Programs
March 21 | 08:55 - 09:20
It is well known that delivering and embedding a successful customer transformation is challenging at best.
Over the last 15 years Louise has worked with organisations across the globe to support them to better engage with their customer by systematically working through all aspects of an organisation that is necessary to drive and execute a customer centric strategy.
This case study will take you on Louise’s journey and key learnings to best equip your business to successful deliver game changing customer transformation program.
Speaking:
09:20
Keynote: CX is a mindset, not a business unit
- How is the pace of change affecting the characteristics of leadership approaches and why is adopting a growth mind-set critical to survival in a dynamic marketplace?
- How are we dealing with matching budgets to customer expectations?
- How are we keeping our teams motivated?
- Understanding the new operational metrics
- How we are delivering better service for customers through digital
Speaking:
Keynote: CX is a mindset, not a business unit
March 21 | 09:20 - 09:45
- How is the pace of change affecting the characteristics of leadership approaches and why is adopting a growth mind-set critical to survival in a dynamic marketplace?
- How are we dealing with matching budgets to customer expectations?
- How are we keeping our teams motivated?
- Understanding the new operational metrics
- How we are delivering better service for customers through digital
Speaking:
10:10
Mid-Morning Coffee & Networking in the Exhibition Area
Come to the ‘Meet the Speakers Lounge’ within the Exhibition Area
Mid-Morning Coffee & Networking in the Exhibition Area
March 21 | 10:10 - 10:40
Come to the ‘Meet the Speakers Lounge’ within the Exhibition Area
Speaking:
10:40
Case Study Be Creative, Be Brave – How Digitally Immersive Experiences are Providing Game-changing Sensory-Based Brand Experiences
- This session will look at the ‘power of design’ and the evolving role of the designer in the making of relevant experiences in a digitally enabled marketplace. It will ask attendees to consider their own level of adaptability in the context of a dynamic design culture where adoption of a ‘growth vs. fixed mind-set’ will determine success
- Addressing the often-cited critique of digital experiences as diminishing deep connections to other people and disconnecting us from true embodied interactions with brands in relevant places made for engagement. This is being challenged by a wave of immersive digitally enabled experiences that are leveraging data to transform physical places into ‘digitecture’
- How we can use digitally immersive opportunities to promote sensory-based brand experiences.
Speaking:
Case Study Be Creative, Be Brave – How Digitally Immersive Experiences are Providing Game-changing Sensory-Based Brand Experiences
March 21 | 10:40 - 12:05
- This session will look at the ‘power of design’ and the evolving role of the designer in the making of relevant experiences in a digitally enabled marketplace. It will ask attendees to consider their own level of adaptability in the context of a dynamic design culture where adoption of a ‘growth vs. fixed mind-set’ will determine success
- Addressing the often-cited critique of digital experiences as diminishing deep connections to other people and disconnecting us from true embodied interactions with brands in relevant places made for engagement. This is being challenged by a wave of immersive digitally enabled experiences that are leveraging data to transform physical places into ‘digitecture’
- How we can use digitally immersive opportunities to promote sensory-based brand experiences.
Speaking:
11:05
Trust in Open Banking
We are living in the era of the “always on data economy” and consumer expectations continue to grow exponentially. The recent passing of the Consumer Data Right (CDR) legislation introduces a major new disruption into the Australian banking landscape and broader economy, in an attempt to create an open data ecosystem that benefits customers through greater choice, innovation and competition.
Open Banking is the first iteration of this new legislative framework and its introduction cements Australia as an early adopter of a broad Open Data regime.
Cuscal’s approach to Open Banking has been guided by extensive collaboration, industry research, market analysis as well as global learnings. These undertakings indicate that a solution designed with trust at its core will be critical. To gain greater insight into the dynamics of consumer trust, Cuscal partnered with KPMG to conduct a study, the output of which Bianca will share.
Speaking:
Trust in Open Banking
March 21 | 11:05 - 11:30
We are living in the era of the “always on data economy” and consumer expectations continue to grow exponentially. The recent passing of the Consumer Data Right (CDR) legislation introduces a major new disruption into the Australian banking landscape and broader economy, in an attempt to create an open data ecosystem that benefits customers through greater choice, innovation and competition.
Open Banking is the first iteration of this new legislative framework and its introduction cements Australia as an early adopter of a broad Open Data regime.
Cuscal’s approach to Open Banking has been guided by extensive collaboration, industry research, market analysis as well as global learnings. These undertakings indicate that a solution designed with trust at its core will be critical. To gain greater insight into the dynamics of consumer trust, Cuscal partnered with KPMG to conduct a study, the output of which Bianca will share.
Speaking:
11:30
Thought Leader Presentation
Thought Leader Presentation
March 18 | 11:30 - 11:55
Speaking:
11:55
Case Study Making the transition from CCO to CEO
Traditionally it is the CFO that moves to the CEO position – so how do you prove your value, and make that next step? This session will cover:
- Getting buy in and getting things done
- Making customer centricity hard core not fluffy
- Demonstrating the difference made
The first few months as CEO, Lexi has focused on:
- Rejuvenating our original purpose/reason for being and bringing in new values to enable this
- Putting the focus firmly on empathy and making a difference: everyone understanding the customer and business, where they fit in, and the difference they make to other people’s lives.
Speaking:
Case Study Making the transition from CCO to CEO
February 21 | 11:55 - 12:20
Traditionally it is the CFO that moves to the CEO position – so how do you prove your value, and make that next step? This session will cover:
- Getting buy in and getting things done
- Making customer centricity hard core not fluffy
- Demonstrating the difference made
The first few months as CEO, Lexi has focused on:
- Rejuvenating our original purpose/reason for being and bringing in new values to enable this
- Putting the focus firmly on empathy and making a difference: everyone understanding the customer and business, where they fit in, and the difference they make to other people’s lives.
Speaking:
11:55
Keynote Discussion: Balancing hyper personalisation and data, with real experience of customers.
Treading that fine line between surprising and delighting your customers, and making them feel stalked
Speaking:
Keynote Discussion: Balancing hyper personalisation and data, with real experience of customers.
March 21 | 11:55 - 12:20
Treading that fine line between surprising and delighting your customers, and making them feel stalked
Speaking:
12:50
Buffet Lunch & Networking in the Exhibition Area
Buffet Lunch & Networking in the Exhibition Area
March 21 | 12:50 - 13:50
Speaking:
Track A - Case Study
1:50
Case Study: Lessons Learnt from driving Customer and Business Transformation Programs
- The importance of communication and engagement
- Getting comfortable with uncertainty and change
- Keeping true to the intent of the program
Speaking:
Case Study: Lessons Learnt from driving Customer and Business Transformation Programs
March 21 | 13:50 - 14:15
- The importance of communication and engagement
- Getting comfortable with uncertainty and change
- Keeping true to the intent of the program
Speaking:
Track B - Discussion Groups
1:50
Discussion Group Mastering employee experience to achieve long term customer success
If you are going to be good at connecting with customers, you have to be good at leading your staff.
Every touch point of your customer experience is shaped by their interaction with your employees and sets the sentiment around your brand and product. This discussion will explore the synergies between employee experience and customer experience, highlighting strategies on how to ensure you CX strategy is supported throughout the organisation.
Speaking:
Discussion Group Mastering employee experience to achieve long term customer success
March 20 | 13:50 - 16:15
If you are going to be good at connecting with customers, you have to be good at leading your staff.
Every touch point of your customer experience is shaped by their interaction with your employees and sets the sentiment around your brand and product. This discussion will explore the synergies between employee experience and customer experience, highlighting strategies on how to ensure you CX strategy is supported throughout the organisation.
Speaking:
Track A - Case Study
2:15
Case Study: Successful Strategies in Customer Centred Transformation: The interaction of platform, insights and the human element in getting the right solutions to market
SuperEd started with a focus on superannuation as the centerpiece of income in retirement. They were a bunch of superannuation professionals and saw this and the management of those super savings as a key challenge for retirees. They had limited traction with this.
Interviews with retirees led to them identifying their biggest pain point in retirement to be dealing with centrelink for the age pension. It was time consuming, frustrating and confusing and as a result many delayed applying for the pension. This costs them thousands of dollars, often 10s of thousands, in lost benefits. Given 70% of retired Australians rely wholly or partly on the age pension the problem was massive.
The business therefore pivoted to focus firstly on the age pension as the primary source of retirement income and developed an online service with telephone support to assist people to get the age pension much faster and with less hassle. They are getting a lot of traction and are in the process of using this platform to help deliver on the original vision of helping people with their retirement income. Their destination remains the same but they are getting there via an entirely different route
Speaking:
Case Study: Successful Strategies in Customer Centred Transformation: The interaction of platform, insights and the human element in getting the right solutions to market
March 21 | 14:15 - 14:40
SuperEd started with a focus on superannuation as the centerpiece of income in retirement. They were a bunch of superannuation professionals and saw this and the management of those super savings as a key challenge for retirees. They had limited traction with this.
Interviews with retirees led to them identifying their biggest pain point in retirement to be dealing with centrelink for the age pension. It was time consuming, frustrating and confusing and as a result many delayed applying for the pension. This costs them thousands of dollars, often 10s of thousands, in lost benefits. Given 70% of retired Australians rely wholly or partly on the age pension the problem was massive.
The business therefore pivoted to focus firstly on the age pension as the primary source of retirement income and developed an online service with telephone support to assist people to get the age pension much faster and with less hassle. They are getting a lot of traction and are in the process of using this platform to help deliver on the original vision of helping people with their retirement income. Their destination remains the same but they are getting there via an entirely different route
Speaking:
Track B - Discussion Groups
2:15
Panel Discussion Psychology and Motivation - Building deeper customer relationships
This presentation will look at consumer psychology and motivation, linking consumer insights to brand building and how to use emotion to build meaningful connections with your customers. See how to add value for your customers, how to communicate with them at the right time and what it takes to build a true long term relationship with the customer and the brand.
Speaking:
Panel Discussion Psychology and Motivation - Building deeper customer relationships
March 20 | 14:15 - 16:40
This presentation will look at consumer psychology and motivation, linking consumer insights to brand building and how to use emotion to build meaningful connections with your customers. See how to add value for your customers, how to communicate with them at the right time and what it takes to build a true long term relationship with the customer and the brand.
Speaking:
Track A - Case Study
2:40
Case Study Using stories to create seamless and personalised experiences that drive brand loyalty
Speaking:
Case Study Using stories to create seamless and personalised experiences that drive brand loyalty
March 20 | 14:40 - 15:05
Speaking:
Track B - Discussion Groups
2:40
Discussion Group The next step on from personalisation – brand loyalty and love
Everyone is obsessed with personalisation and think this is what customers want. But we are dealing with humans who need more than just programmatic solutions to stand out. To be a really successful brand you have to be able to do the next level - brand loyalty and love.
Speaking:
Discussion Group The next step on from personalisation – brand loyalty and love
March 18 | 14:40 - 15:05
Everyone is obsessed with personalisation and think this is what customers want. But we are dealing with humans who need more than just programmatic solutions to stand out. To be a really successful brand you have to be able to do the next level - brand loyalty and love.
Speaking:
3:05
Afternoon Tea & Networking in the Exhibition Area
Get Refreshed! Mingle in our Meet the C-suite Round Tables
Afternoon Tea & Networking in the Exhibition Area
March 21 | 15:05 - 15:35
Get Refreshed! Mingle in our Meet the C-suite Round Tables
Speaking:
3:35
Case Study Inspiring everyday customer-focused innovation
- Why established companies need to think differently to drive innovation
- How to establish and drive an innovation agenda
- Building internal skills and capability
Speaking:
Case Study Inspiring everyday customer-focused innovation
March 18 | 15:35 - 16:00
- Why established companies need to think differently to drive innovation
- How to establish and drive an innovation agenda
- Building internal skills and capability
Speaking:
3:40
Conference Close
Conference Close
March 21 | 15:40
Speaking:
4:00
Closing Keynote: 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:
Closing Keynote: Great Expectations - How to become the company your customers want you to be
March 18 | 16:00 - 16:25
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.