Come early and maximise your networking time!

Speaker:

Lance Gruner, Executive Vice President - Global Customer Care, Mastercard (USA)

Interviewer:

Rachel Hamlen, Head of Customer Experience, Fairvine 

How Accor Plus leveraged Zendesk to deliver a successful CX transformation, improving satisfaction by 34.5%, delivering multiple customer and business benefits in the process.

• 70% reduction in reply times, 17% reduction in volume YoY
• 20% reduction in wait times and a 44.6% reduction in call volumes YoY
• Over 500 AI assisted resolutions YTD, on track for 200 per month
• 45,000 self-service articles viewed
• 95.6% satisfaction for live chat
• Expansion across the Asia Pacific

Speakers:
Chris Douglas, Director Member Services Pacific, Accor Plus
Steve Bray, Regional VP ANZ, Zendesk

Establishing ROI for your customer experience (CX) program is one of the greatest challenges that CX practitioners face in the 2020 landscape.  Across all businesses, the C-Suite leadership team is looking to validate programs by asking one question: what is the financial impact of my CX investment? 

Hear from David Blakers, Managing Director- APAC at InMoment as he discusses how to demonstrate the value of your CX program to gain executive support and create CX champions at every level of the organisation. You will learn about: 

• How to realise the full potential and prove the value of your CX program 
• Understanding the mindset of your Executive leadership team to turn them into CX champions
• Why ROI is the only conversation that really matters to leaders

 Speaker:

David Blakers, Managing Director- APAC, InMoment

Customer really is broad - from marketing to product - and its origins in many companies are different. This panel will look at what it means in your business and how do you set up for success. Points to be covered include:

• Moving up the value chain to ensure you CX team is achieving its full potential
• Working on the most important business problems
• How do you change the perception of the value you add; what structure supports you really championing the customer (for example, should Data sit in your team?
• Where does customer experience sit - in product as a technical skill or with customer experience?
• How do you change your influence to broaden across all activities and ensure they're all aligned for the benefit of the customer?

Panellists:

Jessica Venning-Bryan, Chief Client Officer, Flux Federation

Michael McGlynn, Head of Marketing and Communications, Tonkin + Taylor

Chris Wong, Lending and CX Lead, NZHL

Phillipa Cameron, Chief Customer Officer, Stuff

Speaker:

Heidi Bullock, Chief Marketing Officer, Tealium

• What will the post-COVID business look like?
• To what extent will digital play a more important role in organisations?
• How do CX and digital leaders support organisations during a crisis?
• What happens when you cannot use historical data to make decisions?
• How has customer sentiment changed already?
• What do organisations need to do now to set-up their CX programs for success post COVID? 

Moderator:

Jane Anthony, Chief Customer Officer, Z Energy NZ

Jody Bews-Hair, Head of Customer Experience, Southern Cross Health Society

Liza McNally, Chief Marketing Officer, SKYCITY Entertainment Group Limited

• How personalisation played a role in increasing outcomes for the Accident Compensation Corporation
• Examples of where we have used advanced analytics, customer feedback, public engagement and front line behaviours and capabilities to intervene at the right time, in the right way for our customers

Speaker:

Emma Powell, Chief Customer Officer, Accident Compensation Corporation

The role of a behavioural scientist is to forensically study human behaviour across multiple industries, cultures, products and sciences in order to interpret and predict outcomes, behaviours and reactions.   

This presentation will take a behavioural science perspective on exploring why certain brief experiences can jolt us and how we can learn to create such extraordinary moments in the life and work of our customers.  Customer experience is also about the psychology of what defines an 'experience' in the first place and one that will be memorable in 20 years’ time and how we can achieve that during a Covid-19 climate. 

During this session we will discover:

• Why we tend to remember the best or worst moment of an experience as well as the last moment and forget the rest 
• Understand customer emotions and harness core principles of psychology to inform decision making
• When the brain sits in risk, it plays horror films so how can we feed the narrative for positive outcomes
• Why 'breaking the psychological script' is so powerful right now to be memorable amongst the chaos

Speaker:

Milo-Arne Wilkinson, Behavioural Scientist, Sydney Swans

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
• Celebrating your constraints

The first year as CEO, Lexi has focused on:

• Rejuvenating Gateway’s 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. 

Speaker:

Lexi Airey, Chief Executive Officer, Gateway Bank

• 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 makes sense
• The ways we try to get in the head of our customers - how we inspire them to make better decisions

Speaker:

Jane Anthony, Chief Customer Officer, Z Energy NZ

Content remains at the heart of any modern marketing strategy. It’s how you communicate and engage with your audience and what fuels your organisation’s CX strategy. But difficulty in producing the right content at the right time for the right audience quickly becomes a bottleneck and hindrance to success. This leads to what Sitecore has termed “The Content Crisis” - the overwhelming challenge organisations have in meeting omnichannel content demands. Join us for a lively discussion where will bring you stories from the front line of organisations driving their CX with content.

Speaker:

Peter Belton, Regional VP Sales, ANZ, Sitecore Australia

and 

Alison Sainsbury, Director of Business Value & Strategy, APJ, Sitecore Australia

• 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

Speaker:

Carly Irving, Executive General Manager, Yurika

Convincing your CFO and CEO to invest in CX activities can seem impossible. Here we speak to a former CFO who is now a Chief Customer Officer. This session will outline what they need to see to get them across the line.

Speaker:

Jon Tidd, Chief Customer Officer, Superloop

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.

Panellists:

Robert Barać, Director Customer Experience, ANZ Banking Group

Tilly Loughborough, General Manager - Passenger Experience, Metro Trains Melbourne

Zora Hoare, Head of Customer & Employee Experience, eNett International

Bruce Harkness, Senior Vice President, Human Resources & Customer Experience, Asia Pacific, Wyndham Destination Asia Pacific

Graeme Poules, People Director, Employee Experience, Bupa 

Not only did Covid-19 accelerate digital adoption for customers across most industries; it presented an opportunity to leverage digital technology to innovate on how we collaborate, co-create, share and uplift the visibility of customer feedback across the organisation. At Southern Cross Health Society, the wellbeing of our people is just as important as the wellbeing of our customers and so focusing on how we could continue to drive a high-performing, customer centric workforce led us to adopting new ways of collaborating. Join us as we share what worked and what didn’t when rolling out a critical customer experience project within the Society.

Speaker:

Guarin Coetzee, Customer Experience Manager, Southern Cross Health Society

And

Carola Young, Customer Experience Manager, Southern Cross Health Society