SUMMIT AGENDA:  DAY 1 – 2 April 2019

The Evolving Customer Experience Landscape

9:00am: OPENING KEYNOTE:  The evolving role of the Chief Customer Officer

• Understanding the true organisational function of the Chief Customer Officer
• Carving out pathways between marketing, strategy, operations and beyond
• Navigating changes to the CCO role over the next 5 years
• Ensuring that the role is geared for success in the organisation

 David Koczar, Group Executive: Chief Customer Officer, Medibank

9:50am: KEYNOTE: Driving a holistic approach to Customer Experience in your organisation

• Ensuring a consistently positive experience with omnichannel CX strategies
• Streamlining multiple silos and touchpoints to craft a seamless customer experience
• Leveraging digital innovation while maintaining the human element
• Understanding the value of blending customer, employee and brand experience

Jo Dooley, Chief Customer Officer, Microsoft

10:40am: Morning tea

11:00am: PANEL DISCUSSION: Where should CX fit within the organisation?

• What is the ideal organisational positioning for CX:
  • Marketing?
  • Digital?
  • Operations?
  • Brand?
  • Customer Service?
• How do we overcome silo thinking within the organisation to ensure CX success?
• What is driving the apparent move of CX into operations?
• What is the best positioning for CX to be able to effect meaningful change?

Troy Barnes, Chief Customer Officer APAC, Pizza Hut (SGP)

Joshua Walther, Chief Customer Officer, Tyro

Manuel Ledezma, Head of Operations, CUA

The Organisation and its People

11:50am: CASE STUDY: Driving exceptional customer experience through happy staff

• How a focus on staff experience impacts patient and family experience
• Strategies for minimising burnout, stress and desensitisation in staff
• Partnering with consumers to drive change in designing new models of care

Anne Marie Hadley, Chief Experience Officer, Monash Health

12:40pm: Lunch and networking

1:40pm: CASE STUDY: Underpinning great CX with great EX

• Delivering sustainable CX through investment in EX
• Building employee advocacy through listening, learning and responding to employee feedback 
• Taking care of your people so they can take care of your customers 

Cassandra Goodman, General Manager Experience Transformation, Australian Unity

2:30pm: CASE STUDY: Commercial and strategic thinking for Customer Experience

• Maximise value and return by integrating CX with organisational strategy
• Best practice for articulating a CX strategy to ensure business outcomes
• Avoiding ambiguity by executing a credible, logical and commercial strategy

Fiona Glendinning, Chief Experience Officer, MinterEllison

3:20pm: Afternoon tea

3:40pm: CASE STUDY: Balancing reactive and proactive CX functions

• Maintaining a successful balance between strategic and operational
• Determining which trends to pick up, and which to drop
• Prioritising current as well as future projects in a fast-paced environment

Vladka Kazda, Chief Customer Officer, carsales.com.au

4:30pm: CASE STUDY: Driving organisational change with a very small team

• Changing the mindset of a workforce who are not accustomed to CX
• Navigating a changing organisation while the world changes around it
• Enabling customer focused decision making with a team of one

Narelle Fortescue, Senior Customer Advocacy Specialist, Powerlink (prev. Director Customer Advocacy & Insight, Department of Transport and Main Roads QLD)

5:20pm: End of day one & networking drinks

SUMMIT AGENDA:  DAY 2 – 3 April 2019

Driving Customer Experience Success

9:00am: KEYNOTE: Building a new kind of customer loyalty at eBay

• The evolution of customer loyalty and why customers are willing to pay for privilege
• Crafting the customer journey through a new product offering
• Changing the focus of a market leader to customer centricity and brand building
• Navigating an overwhelming volume of customer data to drive customer centricity

Julie Nestor, Chief Marketing Officer, eBay

9:50am: KEYNOTE: Driving organisational change to enable CX success

• Creating the right environment for CX to change the organisation
• Mobilising effort, energy and operating rhythm to drive real change
• Empowering your team to drive CX success
• The transformation imperative and hygiene factors paradox

Charles Weiser, Head of CX, Optus

10:40am: Morning tea

Best Practice Customer Experience

11:00am: CASE STUDY: Cultivating top-level buy in for Customer Experience

• Attaining the highest level of support to drive hard-core change in the organisation
• Communicating the benefits of CX to the CEO and board in a language they understand
• Ensuring leaders buy-in and drive change throughout the organisation

Kylie De Courteney, Chief Customer Officer, Service NSW

11:50am: CASE STUDY: The importance of brand management to customer experience

• Ensuring a meaningful and relevant CX with strong brand management
• How to carve out and own your brand through customer experience
• Championing the importance of brand management from the top to the touch points

Chris Taylor, Chief Marketing Officer, Heart Foundation

12:40pm: Lunch and networking

1:40pm: CASE STUDY: Cultivating a robust customer-centric culture

• Determining the best strategy for cultural improvement
• How to report progress towards customer-centricity
• Integrating CX accountability into touchpoint roles
• Changing the way employees make decisions to grow your CX culture

Chris Kenny, National Customer Experience Manager, Stockland

2:30pm: Service Delivery Excellence: Creating An AI-Powered Experience That Improves Customer Satisfaction and Drives Costs Efficiencies

• Re-defining service offerings and interactions using human centred design principles
• Improving agility and efficiency of customer experience management through AI-powered digital experiences
• Bringing efficiency to service delivery by automating & streamlining back-office activities
• Taking your organization through a cultural transformation

Michael Berndt, Chief Customer Experience Officer, Queensland Health

3:20pm: Afternoon tea

Maintaining the Human Element in CX

3:40pm: CASE STUDY: Face-to-face Customer Experience

• Delivering consistent customer experience with walking, talking and thinking touchpoints
• Managing CX with a massive and diverse employee network
• Ensuring customer experience is realised when you have comparatively little visibility

Lawrence Mitchell, Chief Customer Officer, SumoSalad

4:30pm: CASE STUDY: Going further than data and insights

• Creating a relevant strategy by moving beyond a mechanistic approach to CX
• Acting on the insights: deciding on a course of action based on research
• Avoid drowning in big data by keeping the human element in sight

Tim Rich, Head of Marketing, Toyota Finance Australia

5:20pm: End of conference

Workshop A: 9:00am – 12.30pm:

Building a culture of customer centricity

Customer-facing organisations have known for over 20 years that customer centricity is key to growth and success, yet many still fail to fully realise it due to various barriers. The most common and crucial of these is the lack of a customer-centric organisational culture. For many organisations, the culture remains product-focused or sales-driven, or CX is considered a priority only for marketing. In order to drive a customer-centric strategy and operating model, a company must have a culture that aligns with them and leaders who deliberately cultivate the necessary mindset and values in their employees.

This workshop will cover:

• Understanding and operationalising customer empathy
• Building customer centricity into recruiting procedures
• Ensuring all employees have a picture of customer insights
• Facilitating direct interaction with customers
• Tracking and leveraging the link between culture and customer impact
• Incentivising customer experience outcomes with your employees

Workshop facilitator: Andrew Murrell, Executive Management Consultant, NGS Super

Workshop B: 1:30pm – 5:00pm:

How to drive a holistic customer experience

In the face a rapidly changing consumer expectations the function of customer experience needs to shift from siloed customer-facing efforts to an organisation wide, ‘one company, one experience’ focus resulting in multiple avenues through which CX is cultivated and managed. To leverage CX’s competitive advantage, value for customers and greater financial performance, organisations must approach CX holistically; connecting customer and culture, understanding customer needs and expectations, being customer centric in their day-to-day actions and working cross-functionally to solve customer problems and deliver experiences that make customers feel good.

This workshop will cover:

• Holistic customer experience methodology
• Engaging functional groups with customer purpose
• Connecting the with wider business with customer empathy
• Developing a culture of customer-centric behaviour
• Driving CX success through employee experience

Workshop facilitator: Alex Allwood, Customer Experience Consultant, Trainer and Keynote Speaker, All Work Together

Alex’s passion is empowering people to work together with the customer at the centre of their problem solving and decision making, to improve experiences, enhance customer value and drive growth. In addition to her customer experience consulting, Alex authored the book Customer Experience is the Brand and regularly shares her thought-leadership by writing for local and international publications and speaking at conferences and seminars.