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