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Chief Customer Officer Melbourne

20-21 March, 2019

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Conference Day 1
March 20th 2019
08:30

Registration, Coffee & Networking in the Exhibition Area

Come early, have a coffee with us and maximise your networking time!

Registration, Coffee & Networking in the Exhibition Area

March 20 | 08:30 - 08:50

Come early, have a coffee with us and maximise your networking time!

Register

Speaking:

08:50

Corinium Global Intelligence Welcome Address & Chairman’s Opening Remarks

Corinium Global Intelligence Welcome Address & Chairman’s Opening Remarks

March 20 | 08:50 - 09:00

Register

Speaking:

09:00

Speed Networking

Accelerate your networking and business contacts during this interactive session, where you will get the opportunity to meet fellow attendees in a speed dating type of set up …for business. Don’t leave it to chance and come prepared. Here are a few tips to make sure you get the most out of this session: - Set your intentions for the conversation. Why are you at the event? - Focus on forming relationships, not simply getting contacts. - Build rapport! Ask about their interests, their current role, particular challenges they face, their aspirations and perhaps ask how you might be able to help them Use the event as a follow up, have a coffee or attend a session together to tackle common challenges

Speed Networking

March 20 | 09:00 - 09:10

Accelerate your networking and business contacts during this interactive session, where you will get the opportunity to meet fellow attendees in a speed dating type of set up …for business. Don’t leave it to chance and come prepared. Here are a few tips to make sure you get the most out of this session: - Set your intentions for the conversation. Why are you at the event? - Focus on forming relationships, not simply getting contacts. - Build rapport! Ask about their interests, their current role, particular challenges they face, their aspirations and perhaps ask how you might be able to help them Use the event as a follow up, have a coffee or attend a session together to tackle common challenges

Register

Speaking:

09:10

International Keynote: Building Persona into your AI to promote targeted CX

Designing a persona for your product advertises individualism and brand perception, so it can stand out amongst other brands, engage your customers, and memorable and meaningful customer experiences.

Speaking:

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Wally Brill

Head of Conversation Design Advocacy & Education, Google

International Keynote: Building Persona into your AI to promote targeted CX

March 20 | 09:10 - 09:35

Designing a persona for your product advertises individualism and brand perception, so it can stand out amongst other brands, engage your customers, and memorable and meaningful customer experiences.

Register

Speaking:

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Wally Brill

Google

09:35

Ask our CCO’s Panel: 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:

Tony Blamey Domain Group

Tony Blamey

Chief Product & Customer Experience Officer, Domain Group

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Rachael Powell

Chief Customer, People & Marketing Officer, Xero

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Katrina Harrison

Head of Customer Experience, Australian Red Cross

Ask our CCO’s Panel: Customer centricity and the role of the CCO

March 20 | 09:35 - 10:00

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.

Register

Speaking:

Screen Shot 2018-11-13 at 14.38.54

Rachael Powell

Xero

Tony Blamey Domain Group

Tony Blamey

Domain Group

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Katrina Harrison

Australian Red Cross

10:00

Keynote: Don't Distract Your Customers

You are constantly distracted - your customers are no different. Phones are beeping, emails are arriving, and friends are texting. In their struggle to stay focused, customers want an experience that is so easy it removes distraction from their lives. No matter the industry, product, or service, customers want you to simply deliver.

Speaking:

Rod Moynihan Zendesk

Rodney Moynihan

Director A/NZ, Zendesk

Keynote: Don't Distract Your Customers

March 20 | 10:00 - 10:25

You are constantly distracted - your customers are no different. Phones are beeping, emails are arriving, and friends are texting. In their struggle to stay focused, customers want an experience that is so easy it removes distraction from their lives. No matter the industry, product, or service, customers want you to simply deliver.

Register

Speaking:

Rod Moynihan Zendesk

Rodney Moynihan

Zendesk

10:25

Mid-Morning Coffee & Networking in the Exhibition Area

Mid-Morning Coffee & Networking in the Exhibition Area

March 20 | 10:25 - 10:55

Register

Speaking:

CX Hot Topic Roundtables

10:55

Strategies for Intelligent Assistants, AI, and CX Automation

Speaking:

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Wally Brill

Head of Conversation Design Advocacy & Education, Google

Strategies for Intelligent Assistants, AI, and CX Automation

March 20 | 10:55 - 11:45

Register

Speaking:

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Wally Brill

Google

CX Hot Topic Roundtables

10:55

Creating a Customer Centric Culture

Speaking:

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Gabrielle Dracopoulos

Head of Experience Transformation, Guide Dogs NSW/ACT

Creating a Customer Centric Culture

March 20 | 10:55 - 11:45

Register

Speaking:

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Gabrielle Dracopoulos

Guide Dogs NSW/ACT

CX Hot Topic Roundtables

10:55

Analytics Applications for improved CX

Speaking:

Lionel Kho NAB

Lionel Kho

Head of Portfolio Analytics & Insight, NAB

Analytics Applications for improved CX

March 20 | 10:55 - 11:45

Register

Speaking:

Lionel Kho NAB

Lionel Kho

NAB

CX Hot Topic Roundtables

10:55

Employee Engagement

Speaking:

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Anna Hardie

Head of Customer Engagement, Property Exchange Australia Ltd (PEXA)

Employee Engagement

March 20 | 10:55 - 11:45

Register

Speaking:

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Anna Hardie

Property Exchange Australia Ltd (PEXA)

CX Hot Topic Roundtables

10:55

Human Centred Design

Speaking:

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Gaetan Germain

Associate Director - Service Design, Optus

Human Centred Design

March 20 | 10:55 - 11:45

Register

Speaking:

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Gaetan Germain

Optus

CX Hot Topic Roundtables

10:55

Employee Experience - Having the 'Courage to Care' as a Leader

Speaking:

Cassandra Goodman

Cassandra Goodman

CX Leader, Writer, Speaker,

Employee Experience - Having the 'Courage to Care' as a Leader

March 20 | 10:55 - 11:45

Register

Speaking:

Cassandra Goodman

Cassandra Goodman

CX Hot Topic Roundtables

10:55

Technology Investment & ROI

Speaking:

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John Ungar

Digital CX Manager, Kmart

Technology Investment & ROI

March 20 | 10:55 - 11:45

Register

Speaking:

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John Ungar

Kmart

CX Hot Topic Roundtables

10:55

Digital CX – Mastery From Reactive to Proactive: The Next Horizon of CX

Speaking:

Digital CX – Mastery From Reactive to Proactive: The Next Horizon of CX

March 20 | 10:55 - 11:45

Register

Speaking:

11:45

Taking the next step in your customer experience journey

  • Where are you placed on the CX maturity curve
  • What are the next steps for organisations at different stages
  • How to identify and apply key learnings from other organisations to fast track improvement and innovation

Speaking:

Taking the next step in your customer experience journey

March 20 | 11:45 - 12:05

  • Where are you placed on the CX maturity curve
  • What are the next steps for organisations at different stages
  • How to identify and apply key learnings from other organisations to fast track improvement and innovation
Register

Speaking:

12:05

Keynote: Successful strategies in customer-centred transformation: the interaction of platform, insights and the human element in getting the right solutions to market

This presentation will reflect on critical elements in successful CX transformation, looking at digital by design, insights-led actions and the fundamental role of culture in making an organisational shift.

Speaking:

Keynote: Successful strategies in customer-centred transformation: the interaction of platform, insights and the human element in getting the right solutions to market

March 21 | 12:05 - 12:30

This presentation will reflect on critical elements in successful CX transformation, looking at digital by design, insights-led actions and the fundamental role of culture in making an organisational shift.

Register

Speaking:

12:30

Buffet Lunch & Networking in the Exhibition Area

Buffet Lunch & Networking in the Exhibition Area

February 20 | 12:30 - 13:30

Register

Speaking:

VOC Roundtables - The Fundamentals

1:30

VOC ROUNDTABLE - The Fundamentals

Speaking:

Tony Blamey Domain Group

Tony Blamey

Chief Product & Customer Experience Officer, Domain Group

Simon Berry Senior Manager Customer Insights and Analytics AIA

Simon Berry

Senior Manager, Insights & Analytics, AIA Australia

VOC ROUNDTABLE - The Fundamentals

March 20 | 13:30 - 14:20

Register

Speaking:

Tony Blamey Domain Group

Tony Blamey

Domain Group

Simon Berry Senior Manager Customer Insights and Analytics AIA

Simon Berry

AIA Australia

VOC Roundtables - Advanced

1:30

VOC ROUNDTABLE - Advanced

Speaking:

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Jemma Vandali

Acting GM Service Creation & Design Practice, Telstra

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Renata Sguario

Head of Sales and Operations Shared Services, Latitude Financial Services

VOC ROUNDTABLE - Advanced

March 20 | 13:30 - 14:20

Register

Speaking:

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Renata Sguario

Latitude Financial Services

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Jemma Vandali

Telstra

VOC Roundtables - Expert

1:30

VOC ROUNDTABLE - Expert

Speaking:

Tom McCann Aon Hewitt

Tom McCann

Principal, Head of Member Experience, Aon Hewitt

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Katrina Harrison

Head of Customer Experience, Australian Red Cross

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Ebenezer Banful

NPS Strategy Manager - Customer Experience , ANZ (Australia)

VOC ROUNDTABLE - Expert

March 20 | 13:30 - 14:20

Register

Speaking:

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Ebenezer Banful

ANZ (Australia)

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Katrina Harrison

Australian Red Cross

Tom McCann Aon Hewitt

Tom McCann

Aon Hewitt

2:20

Keynote: CX is a mindset, not a business unit

Speaking:

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Ingrid Purcell

Chief Experience Officer, ME Bank

Keynote: CX is a mindset, not a business unit

March 20 | 14:20 - 14:55

Register

Speaking:

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Ingrid Purcell

ME Bank

2:55

Keynote: Using and Applying Data Effectively

Speaking:

Lionel Kho NAB

Lionel Kho

Head of Portfolio Analytics & Insight, NAB

Keynote: Using and Applying Data Effectively

March 20 | 14:55 - 15:20

Register

Speaking:

Lionel Kho NAB

Lionel Kho

NAB

3:20

Afternoon Tea & Networking in the Exhibition Area

Afternoon Tea & Networking in the Exhibition Area

March 20 | 15:20 - 15:50

Register

Speaking:

Masterclass

3:50

Break Out Masterclass: The Art and Science of Best Practice Journey Mapping

These hands on Masterclasses will be facilitated by 2 experts, who will take attendees through the key strategic considerations for each topic, and offer a forum for attendees to be involved in active problem solving discussions that directly address their organisation specific challenges. Attendance will be limited to 20 per session.

Speaking:

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Renata Sguario

Head of Sales and Operations Shared Services, Latitude Financial Services

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Harriet Wakelam

Director Design Centre, IAG

Brendan Donoghue

Brendan Donoghue

Head of Customer Experience, UniSuper

Break Out Masterclass: The Art and Science of Best Practice Journey Mapping

March 20 | 15:50 - 17:20

These hands on Masterclasses will be facilitated by 2 experts, who will take attendees through the key strategic considerations for each topic, and offer a forum for attendees to be involved in active problem solving discussions that directly address their organisation specific challenges. Attendance will be limited to 20 per session.

Register

Speaking:

Screen Shot 2018-11-13 at 13.25.03

Renata Sguario

Latitude Financial Services

Screen Shot 2018-11-13 at 14.10.00

Harriet Wakelam

IAG

Brendan Donoghue

Brendan Donoghue

UniSuper

4:15

Technology and Innovation Spotlight

Technology and Innovation Spotlight

March 20 | 16:15 - 16:40

Register

Speaking:

4:40

Closing Keynote: AI & machine learning: the role of artificial intelligence in the future of customer experience

Speaking:

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David Gerrelli

Global Director, APAC Head of Digital Innovation, CBRE

Closing Keynote: AI & machine learning: the role of artificial intelligence in the future of customer experience

March 20 | 16:40 - 17:05

Register

Speaking:

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David Gerrelli

CBRE

4:40

Extending a helping paw: Applying CX in the NGO sector

Speaking:

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Gabrielle Dracopoulos

Head of Experience Transformation, Guide Dogs NSW/ACT

Extending a helping paw: Applying CX in the NGO sector

March 20 | 16:40 - 17:05

Register

Speaking:

Screen Shot 2018-11-13 at 14.27.46

Gabrielle Dracopoulos

Guide Dogs NSW/ACT

5:05

Networking Drinks in the Exhibition Area

Networking Drinks in the Exhibition Area

March 20 | 17:05 - 19:00

Register

Speaking:

Conference Day 2
March 21st 2019
08:30

Registration, Coffee & Networking in the Exhibition Area

Registration, Coffee & Networking in the Exhibition Area

March 21 | 08:30 - 09:00

Register

Speaking:

09:00

Chair’s Opening Remarks

Chair’s Opening Remarks

March 21 | 09:00 - 09:10

Register

Speaking:

09:10

Speed Networking

Speed Networking

March 21 | 09:10 - 09:20

Register

Speaking:

09:20

Opening Keynote: Beyond personalisation: AI delivering what they didn’t know they loved before they even knew they wanted it

This presentation will explore how AI is creating customer experiences beyond customer choices. Using peripheral behavioural data rather than just preferences customers have specified is unlocking amazing opportunities to create next-level customer experiences. See how using data can be “creepy” but good if the benefits outweigh the perceived intrusion and these experiences are a win-win for business and customers alike.

Speaking:

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Nicole McInnes

Chief Marketing Officer, OVO

Opening Keynote: Beyond personalisation: AI delivering what they didn’t know they loved before they even knew they wanted it

March 21 | 09:20 - 09:45

This presentation will explore how AI is creating customer experiences beyond customer choices. Using peripheral behavioural data rather than just preferences customers have specified is unlocking amazing opportunities to create next-level customer experiences. See how using data can be “creepy” but good if the benefits outweigh the perceived intrusion and these experiences are a win-win for business and customers alike.

Register

Speaking:

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Nicole McInnes

OVO

09:45

Contact Center Panel: Applying data insights from your contact centre

Speaking:

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Campbell Wright

General Manager Customer Contact Centre, ANZ (Australia)

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Paul Wright

Head of Customer Care, Australian Scholarships Group

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Donna Maciejewski

Director Customer Experience, Service NSW

Contact Center Panel: Applying data insights from your contact centre

March 21 | 09:45 - 10:10

Register

Speaking:

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Donna Maciejewski

Service NSW

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Campbell Wright

ANZ (Australia)

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Paul Wright

Australian Scholarships Group

10:35

Keynote: Eliminating customer effort through self service and data driven experience

Speaking:

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Donna Maciejewski

Director Customer Experience, Service NSW

Keynote: Eliminating customer effort through self service and data driven experience

March 21 | 10:35 - 11:00

Register

Speaking:

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Donna Maciejewski

Service NSW

11:00

Mid-Morning Coffee & Networking in the Exhibition Area

Mid-Morning Coffee & Networking in the Exhibition Area

March 21 | 11:00 - 11:30

Register

Speaking:

Track A - Case Study

11:30

Successful Customer Experience Transformation starts with your People  

Speaking:

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Miles Williams

General Manager Capability & Transformation, Customer Growth, Bupa Australia & New Zealand

Stephanie Carmen-1

Stephanie Carman

Head of Change and Capability, Customer Growth, Bupa Australia & New Zealand

Successful Customer Experience Transformation starts with your People  

March 21 | 11:30 - 12:30

Register

Speaking:

Screen Shot 2018-11-13 at 13.41.27

Miles Williams

Bupa Australia & New Zealand

Stephanie Carmen-1

Stephanie Carman

Bupa Australia & New Zealand

Track B - Case Study

11:30

Technology and Innovation Case Study

Technology and Innovation Case Study

March 21 | 11:30 - 12:30

Register

Speaking:

12:30

Buffet Lunch & Networking in the Exhibition Area

Buffet Lunch & Networking in the Exhibition Area

March 21 | 12:30 - 13:30

Register

Speaking:

1:30

Keynote: From journeys to architectures – future practice, future operating model, future experience

Speaking:

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Harriet Wakelam

Director Design Centre, IAG

Keynote: From journeys to architectures – future practice, future operating model, future experience

February 21 | 13:30 - 13:55

Register

Speaking:

Screen Shot 2018-11-13 at 14.10.00

Harriet Wakelam

IAG

1:55

Technology and Innovation Spotlight

Technology and Innovation Spotlight

March 21 | 13:55 - 14:20

Register

Speaking:

1:55

Keynote: Psychology & Motivation - Building deeper customer relationships

Speaking:

Tom McCann Aon Hewitt

Tom McCann

Principal, Head of Member Experience, Aon Hewitt

Keynote: Psychology & Motivation - Building deeper customer relationships

March 21 | 13:55 - 14:20

Register

Speaking:

Tom McCann Aon Hewitt

Tom McCann

Aon Hewitt

2:20

Afternoon Tea & Networking in the Exhibition Area

Afternoon Tea & Networking in the Exhibition Area

March 21 | 14:20 - 14:50

Register

Speaking:

2:50

Keynote: The Monkey and The Strategic Art of Storytelling

John Carroll delivers an African animal fable experience to demonstrate how to blend storytelling techniques with customer intelligence to maximise the impact of your CX.

Speaking:

John Carroll Omnicare Allianc

John Carroll

CEO - Brand, Marketing & People, Omnicare Alliance Limited

Keynote: The Monkey and The Strategic Art of Storytelling

March 21 | 14:50 - 15:15

John Carroll delivers an African animal fable experience to demonstrate how to blend storytelling techniques with customer intelligence to maximise the impact of your CX.

Register

Speaking:

John Carroll Omnicare Allianc

John Carroll

Omnicare Alliance Limited

3:15

Keynote: Aligning employee experience with customer experience

Speaking:

LeDon Brooks Schneider Electric

LeDon Brooks

Vice President of Customer Experience, Schneider Electric

Keynote: Aligning employee experience with customer experience

March 21 | 15:15 - 15:40

Register

Speaking:

LeDon Brooks Schneider Electric

LeDon Brooks

Schneider Electric

3:40

Conference Close

Conference Close

March 21 | 15:40

Register

Speaking: