Chief Customer Officer Online, A/NZ
Connecting you to what's next in CX
Connecting you to what's next in CX
October 27-29, 2020
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
Speaking:
March 20 | 11:00 - 11:25
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.
Speakers:
Chris Douglas, Director Member Services Pacific, Accor Plus
Steve Bray, Regional VP ANZ, Zendesk
April 10 | 11:30 - 11:55
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.
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:
Speaker:
David Blakers, Managing Director- APAC, InMoment
April 10 | 12:00 - 12:25
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:
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:
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
April 10 | 12:30 - 13:10
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:
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
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
April 10 | 13:45 - 14:20
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
Speaker:
Emma Powell, Chief Customer Officer, Accident Compensation Corporation
April 10 | 11:00 - 11:25
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:
Speaker:
Milo-Arne Wilkinson, Behavioural Scientist, Sydney Swans
April 10 | 11:30 - 11:55
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:
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:
The first year as CEO, Lexi has focused on:
Speaker:
Lexi Airey, Chief Executive Officer, Gateway Bank
April 10 | 12:00 - 12:25
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:
The first year as CEO, Lexi has focused on:
Speaker:
Lexi Airey, Chief Executive Officer, Gateway Bank
Speaker:
Jane Anthony, Chief Customer Officer, Z Energy NZ
Speaking:
March 20 | 12:30 - 12:55
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
April 10 | 13:00 - 13:25
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
Speaker:
Carly Irving, Executive General Manager, Yurika
April 10 | 11:00 - 11:25
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
April 10 | 11:30 - 11:55
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
April 10 | 12:00 - 12:40
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
April 10 | 12:40 - 13:10
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