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Chief Customer Officer Melbourne

28-29 April 2020
Pullman on the Park, Melbourne

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Conference Day 1
April 28th 2020
08:00

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

April 28 | 08:00 - 08:40

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

Register Now

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

Register Now

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?

February 20 | 08:45 - 08:55

Let’s start how we mean to go on, in discussion making valuable industry connections.

Register Now

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:

Troy Barnes

Troy Barnes

Chief Customer Officer, Pizza Hut Asia Pacific

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
Register Now

Speaking:

Troy Barnes

Troy Barnes

Pizza Hut Asia Pacific

09:15

Thought Leader Presentation

Thought Leader Presentation

February 20 | 09:15 - 09:45

Register Now

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:

Todd Stevenson-1

Todd Stevenson

Chief Member Outcomes Officer, Colonial First State

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
Register Now

Speaking:

Todd Stevenson-1

Todd Stevenson

Colonial First State

10:05

Thought Leader Presentation

Thought Leader Presentation

February 20 | 10:05 - 10:30

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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:

Pip Cameron

Phillipa Cameron

Chief Customer Officer, Stuff

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
Register Now

Speaking:

Pip Cameron

Phillipa Cameron

Stuff

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

Register Now

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:

Catriona Larritt

Catriona Larritt

Group Chief Customer Officer, Jetstar

Todd Stevenson-1

Todd Stevenson

Chief Member Outcomes Officer, Colonial First State

Tilly Loughborough

General Manager - Passenger Experience, Metro Trains Melbourne

Lee Scales UniSuper

Lee Scales

Chief Customer Officer, UniSuper

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.

Register Now

Speaking:

Todd Stevenson-1

Todd Stevenson

Colonial First State

Catriona Larritt

Catriona Larritt

Jetstar

Lee Scales UniSuper

Lee Scales

UniSuper

Tilly Loughborough

Metro Trains Melbourne

11:55

Thought Leader Presentation

Thought Leader Presentation

February 20 | 11:55 - 12:20

Register Now

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:

Paul McCrory

Paul McCrory

Group Industry Director, Facebook

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
Register Now

Speaking:

Paul McCrory

Paul McCrory

Facebook

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.

Register Now

Speaking:

12:45

CCO ROUND TABLE VIP Lunch (invitation only)

CCO ROUND TABLE VIP Lunch (invitation only)

February 20 | 12:45 - 13:45

Register Now

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:

Robert Barać

Director Customer Experience - Government, Innovation Transaction Banking, ANZ

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
Register Now

Speaking:

Robert Barać

ANZ

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:

Joshua Walther

Joshua Walther

Chief Customer Officer, Tyro Payments

Rachel Hamlen

Rachel Hamlen

Head of Customer Experience, FairVine

James Coyle-2

James Coyle

Chief Customer Officer, SuperEd

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
Register Now

Speaking:

James Coyle-2

James Coyle

SuperEd

Rachel Hamlen

Rachel Hamlen

FairVine

Joshua Walther

Joshua Walther

Tyro Payments

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:

Chris Rawlins, Live Better Community Services

Chris Rawlins

Chief Customer Officer, Live Better Community Services

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
Register Now

Speaking:

Chris Rawlins, Live Better Community Services

Chris Rawlins

Live Better Community Services

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:

Jon Tidd

Jon Tidd

Chief Customer Officer, Superloop

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.

Register Now

Speaking:

Jon Tidd

Jon Tidd

Superloop

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:

Violet Lazarevic

Dr. Violet Lazarevic

General Manager of Customer Insights, Telstra

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.

Register Now

Speaking:

Violet Lazarevic

Dr. Violet Lazarevic

Telstra

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:

John Carroll Omnicare Allianc

John Carroll

Speaker, Author, Business Safari Guide

How the Meerkats Formed a Family - Developing Employee Loyalty to Gain Customer Love

February 20 | 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.

Register Now

Speaking:

John Carroll Omnicare Allianc

John Carroll

Business Safari Guide

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

Register Now

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.

Register Now

Speaking:

3:55

Thought Leader Presentation

Thought Leader Presentation

February 20 | 15:55 - 16:20

Register Now

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:

Jayne Russell

Jayne Russell

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

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
Register Now

Speaking:

Jayne Russell

Jayne Russell

Ministry of Social Development

4:45

Neuroscientist perspective: Memory, trust and customer experience

Speaking:

Melis Senova

Dr. Melis Senova

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

Neuroscientist perspective: Memory, trust and customer experience

February 20 | 16:45 - 17:10

Register Now

Speaking:

Melis Senova

Dr. Melis Senova

Huddle

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

Register Now

Speaking:

Conference Day 2
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

Register Now

Speaking:

08:20

Welcome from Corinium and Chairperson

Welcome from Corinium and Chairperson

February 20 | 08:20 - 08:25

Register Now

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.

February 20 | 08:25 - 08:30

Register Now

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:

Emma Powell

Emma Powell

Chief Customer Officer, Accident Compensation Corporation

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
Register Now

Speaking:

Emma Powell

Emma Powell

Accident Compensation Corporation

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:

Louise Portelli

Louise Portelli

Chief Customer Experience Officer, MLC Life Insurance

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.

Register Now

Speaking:

Louise Portelli

Louise Portelli

MLC Life Insurance

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:

Screen Shot 2018-12-11 at 19.52.39

Ingrid Purcell

Chief Experience Officer, ME Bank

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
Register Now

Speaking:

Screen Shot 2018-12-11 at 19.52.39

Ingrid Purcell

ME Bank

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

Register Now

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:

Jason Shugg

Chief Customer Officer, Luxury Escapes

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.
Register Now

Speaking:

Jason Shugg

Luxury Escapes

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:

Bianca Bates

Chief Client Officer, Cuscal Limited

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.

Register Now

Speaking:

Bianca Bates

Cuscal Limited

11:30

Thought Leader Presentation

Thought Leader Presentation

February 20 | 11:30 - 11:55

Register Now

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:

Lexi Airey

Lexi Airey

Chief Executive Officer, Gateway Bank

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.
Register Now

Speaking:

Lexi Airey

Lexi Airey

Gateway Bank

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:

Screen Shot 2018-12-11 at 19.52.39

Ingrid Purcell

Chief Experience Officer, ME Bank

Sue-Ann Charlton SA Power

Sue-Ann Charlton

General Manager Customer Relations, SA Power

Jason Shugg

Chief Customer Officer, Luxury Escapes

Emma Powell

Emma Powell

Chief Customer Officer, Accident Compensation Corporation

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

Register Now

Speaking:

Emma Powell

Emma Powell

Accident Compensation Corporation

Screen Shot 2018-12-11 at 19.52.39

Ingrid Purcell

ME Bank

Sue-Ann Charlton SA Power

Sue-Ann Charlton

SA Power

Jason Shugg

Luxury Escapes

12:50

Buffet Lunch & Networking in the Exhibition Area

Buffet Lunch & Networking in the Exhibition Area

March 21 | 12:50 - 13:50

Register Now

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:

Andrew Crozier

Chief Product and Customer Officer, Aurora Energy

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
Register Now

Speaking:

Andrew Crozier

Aurora Energy

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:

Brendan Norton

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

Robert Barać

Director Customer Experience - Government, Innovation Transaction Banking, ANZ

Bruce Harkness

Bruce Harkness

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

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.

Register Now

Speaking:

Bruce Harkness

Bruce Harkness

Wyndham Destinations Asia Pacific

Robert Barać

ANZ

Brendan Norton

Zurich Financial Services Australia

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:

James Coyle-2

James Coyle

Chief Customer Officer, SuperEd

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

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Speaking:

James Coyle-2

James Coyle

SuperEd

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:

Jacinta Jones

Jacinta Jones

Chief Customer Officer, rollitsuper.com

Emma Cornwell

Chief Customer Officer, Enrich Living Services

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.

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Speaking:

Emma Cornwell

Enrich Living Services

Jacinta Jones

Jacinta Jones

rollitsuper.com

Track A - Case Study

2:40

Case Study Using stories to create seamless and personalised experiences that drive brand loyalty

Speaking:

Allyson Lowbridge

Allyson Lowbridge

Chief Customer Officer, Australian Ethical Investment

Case Study Using stories to create seamless and personalised experiences that drive brand loyalty

March 20 | 14:40 - 15:05

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Speaking:

Allyson Lowbridge

Allyson Lowbridge

Australian Ethical Investment

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:

Jo Kelly

Jo Kelly

Chief Customer Officer, Good2Give

Bruce Harkness

Bruce Harkness

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

Discussion Group The next step on from personalisation – brand loyalty and love

February 20 | 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.

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Speaking:

Bruce Harkness

Bruce Harkness

Wyndham Destinations Asia Pacific

Jo Kelly

Jo Kelly

Good2Give

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

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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:

Adam Nettheim

Head Of Customer Operations, Commonwealth Superannuation Corporation

Case Study Inspiring everyday customer-focused innovation

February 20 | 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
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Speaking:

Adam Nettheim

Commonwealth Superannuation Corporation

3:40

Conference Close

Conference Close

March 21 | 15:40

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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:

Sue-Ann Charlton SA Power

Sue-Ann Charlton

General Manager Customer Relations, SA Power

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

February 20 | 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.

Register Now

Speaking:

Sue-Ann Charlton SA Power

Sue-Ann Charlton

SA Power