The leading virtual conference dedicated to CX leaders navigating the changing environment of customer insights & data analytics

 Date: 23 June, 2020
Time: 8:50 am – 12:10 pm AEST

Day Program: 23rd June 2020

8:50 am - 9:00 am Conference Opening – Remarks from the Conference Chairperson

9:00 am - 9:30 am Thought Leadership Session

Sreelesh Pillai - General Manager, Freshworks

Sreelesh Pillai

General Manager

9:30 am - 10:00 am Back To Basics: Understanding How Foxtel Has Used COVID-19 Influenced Customer Insights To Address The Needs of Their Customers Whilst Maintaining Operational.

Jason Smith - Director of Customer Experience Design & Change Delivery, Foxtel

Foxtel is an Australian pay television company, operating in cable television, direct broadcast satellite television and IPTV streaming services. In 2019, Foxtel has over 3 million subscribers, however due to the events of COVID-19; insights show that with the drop in customer income and spending, there has been a decrease in subscriptions. This session will focus on how Foxtel has managed to balance service and sales through customer data analytics, and ensuring they meet the needs of the customers whilst also maintaining KPIs.

·        Continuing to maintain low cost preference to self-serve and maximise delivery to customer needs.

·        Using customer insights to identify changes in society and adapting business strategy to accommodate needs of the customer for efficiently.

·        Finding the balance between service and sale – making sure you meet the needs and understanding the sales element of the business.


Jason Smith

Director of Customer Experience Design & Change Delivery

10:00 am - 10:30 am Break

10:30 am - 11:00 am Thought Leadership Session

11:00 am - 11:30 am Utilising the Customer Insights and Data Analytics To Develop Roadmaps For Struggling Businesses That Will Help Them Adapt to Life, Post-COVID-19.

Richard Spencer - Chief Customer Experience Officer, NSW Business Chambers

Business Australia is an independent, not-for-profit membership organisation that identifies the key issues affecting businesses and finds practical policy solutions to ensure business across Australia prosper and grow. With that being said, the COVID-19 pandemic has evidently presented major challenges to business operations and sustainability, particularly with the uncertainty of Australia’s economic future. This presentation will touch on how Business Australia is assisting businesses with road mapping and strategising with businesses their plans to overcome the challenges presented by COVID-19 and how to adapt to these changes post-COVID-19.

·        Developing roadmaps for businesses post COVID-19.

·        Utilising insights and data to analyses and map out different variables to business strategies during and post COVID-19.

·        Discussion on how businesses will need to transform to adapt to COVID-19 changes and influence on society.


Richard Spencer

Chief Customer Experience Officer
NSW Business Chambers

11:30 am - 12:00 pm Using Customer Insights To Advise RACQ On New Approaches To Customer Interactions And Response To The Reduction Of Vehicles On Queensland Roads.

Since the emergence of COVID-19, RACQ has been working hard to reduce unnecessary insurance costs for members across Queensland. RACQ called on the QLD government to reduce stamp duty and freeze vehicle registration in light of financial hardship across the state. With a reduction in traffic congestion, daily commuting and car sales across the country, RACQ are utilising customer data and insights to assist customers in financial hardships and maintain customer satisfaction. Karen Wynn will present on the strategies they have utilised to meet the immediate needs of customers and pivot the business strategy to meet these needs and come out of the COVID-19 as sustainable and operational as possible.

·        Developing a Robust insights tracking program that assists with tracking customer insights and making informed decisions.

·        Utilising customer data to reduce customer expenses and adjust excesses at this time of financial hardship.

·        Identifying an increased move towards phone, crypto-chat and digital channels to communicate with customers, based off insights accumulated from digital interaction channels.

12:00 pm - 12:10 pm Conference Closing – Remarks from the Conference Chairperson