Virtual Interactive Roundtable Unifying your EX & CX strategy

This is an invitation only virtual interactive roundtable with senior level CX executives designed to allow sharing and discussion with your peers.

This roundtable will take place on

Date : 13 July, 2023
Time : 11:30 AM - 12:30 PM AEST

Join a small group of your CX peers to discuss the impact of digital transformation on enhancing customer experiences and improving employee productivity through a Total Experience paradigm.

This is what Gartner refers to as total experience (TX), a strategy connecting CX, EX, user experience (UX) and multi-experience (MX) technologies that span myriad touchpoints and devices. The idea is that interlinking the four disciplines in a comprehensive business strategy provides exponential value compared to addressing each individually in a vacuum, since the experiences impact and influence each other. Gartner estimates that by 2024 organizations providing a total experience will outperform competitors by 25% in satisfaction metrics for both CX and EX.

Join this exclusive virtual interactive roundtable to:

• Explore the potential of a holistic experience strategy and what it means to your organizational structure
• Discuss the impact of enabling experiences holistically on your business outcomes.
• Share your TX journey challenges and how you overcame them!
• Learn how your peers have leveraged TX to enhance customer satisfaction, create a healthy and productive work environment, improve product and service quality or increasing brand loyalty.
  

This roundtable will explore how to create a unified experience that breaks free of organizational silos and meets the ever-evolving needs of customers to decrease bottom-line operational costs and increase top-line revenue.

Moderated by Rhiannon Chandler-Day, Conference Director, CX Network and hosted by Phil Zammit, head of CX, APJ at Zoom, Richard Hilliard, CTO from My Plan Manager, and CX Network Editor Melanie Mingas, the session will feature a 15-minute fireside chat and then we’ll open the interactive roundtable discussion for all registrants to openly participate in the discussion.

PLEASE NOTE: Due to the interactive nature of the roundtable session, it is strictly invitation only.

Speakers

Phillip Zammit
Head of Customer Experience, APJ
Zoom

As Head of Customer Experience for Asia Pacific and Japan (APJ), Phillip leads the Customer Experience (CX) business for Zoom’s growth region, responsible for building and leading a team of industry experts, focussed on helping our valued customers generate the greatest value from our expanding set of CX solutions. Previously, Phillip was the Head of Zoom Contact Center for APJ.

Phillip is a seasoned business executive with deep domain experience and expertise in the Customer Experience, Contact Centre and Customer Service industries for over 20 years. With a focus on innovation and customer outcomes, Phillip develops deep engagements across many industries with a track record of quantifiable results for customers.

Prior to Zoom, Phillip was previously at Cisco as the Global VP of Sales for Contact Centre Solutions, CPaaS and Devices, and prior to this at AWS where he initiated the launch of the AWS CX business in APAC, eventually becoming the Head of the Productivity Applications Business for APJ.

Phillip holds a Master of Management in International Management from Macquarie Graduate School of Management, and a Bachelor of Business from the University of Technology, Sydney. He resides in Sydney Australia.

Richard Hilliard
Chief Technology Officer
My Plan Manager

With over 20 years experience in Financial Services and project delivery, Richard has a proven reputation of delivering complex change and business transformation successfully. Richard understands teamwork and is passionate about negotiating effective partnerships and building high performance teams.

Rhiannon Chandler-Day
Community Director
CX Network

PARTNER