Conference Day One: Monday, 21st September 2020

8:00 am - 8:45 am COFFEE & REGISTRATION

8:45 am - 9:00 am OPENING REMARKS BY IQPC AUSTRALIA & CONFERENCE CHAIR: Christopher Douglas, Accor Plus Pacific

9:00 am - 9:40 am OPENING INTERNATIONAL KEYNOTE: Utilising Design Thinking Methodology to Develop a New Tool To Create A Self-Service Experience for Lufthansa Groups 142 Million Yearly Customers.

Emil Begovic - Head of Customer Experience Management – Service Recovery, Lufthansa Group – Germany

Europe’s largest airline, Lufthansa Group, welcomed 142 million passengers in the year of 2018, which was an 8.4% increase in passengers from 2017. Averaging 11 million passengers, across 271 destinations in 105 countries, Lufthansa Group has completely re-designed their customer approach, becoming a more customer-centric organisation that differentiates itself from other airlines through its CX platform. Emil Begovic, Head of Customer Experience Management for Lufthansa, will discuss how he adopted the design thinking methodology to redesign the company’s CX program through developing a tool that creates a more automated, self-servicing approach for passengers, with the goal of relieving the stress of travel, cutting down travel times, and creating more ease for passengers.

  • Understanding the customer journey through mapping their experience from the moment they depart to the moment they arrive at their destination.
  • Identifying pain points for customers throughout their journey and developing a strategy/roadmap that will prioritise the areas, which decrease the overall customer experience.
  • Utilising the customer POV to evaluate the areas of the customer journey that require investment such as online booking, overnight stay accommodation, flight delays and cancellation assistance, and collecting boarding passes/bag drop.
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Emil Begovic

Head of Customer Experience Management – Service Recovery
Lufthansa Group – Germany

9:40 am - 10:10 am CASE STUDY: Understanding How Your Organisational System Can Affect The Success of Your Data-Led Customer Strategy, And How Utilising Data Insights Can Enhance Your Operational Environment.

John Rizzo - Director of Accelerated Growth – Customer and Strategy, Bupa Australia & New Zealand

In the wake of the Royal Commission, companies like Bupa, have had to re-think their customer strategies, turning to data assets to understand the behaviour of their customers, across all their operational environments. Providing healthcare to over 14.5 million people in clinics and hospitals, and having over 15.5 million health insurance customers, Bupa has been busy re-inventing their customer experience strategies, starting internally.

This presentation from John Rizzo, will share insights into how the unintended consequences of your organisational system – including organisational design, culture, planning processes, and governance mechanisms – can accelerate or undermine the success of your data-led customer strategy.

  • Utilising Customer data insights and analytics to determine where Bupa’s organisational structure requires improvements.
  • Re-designing the culture, planning processes and governance mechanisms to create a more customer-centric operating environment.
  • Recognising the importance of re-designing the cultural environment of your organisation, in order to drive future proof, customer ready services.
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John Rizzo

Director of Accelerated Growth – Customer and Strategy
Bupa Australia & New Zealand

10:10 am - 10:40 am Beyond 2020:

  • Key Experience and Engagement Trends for the next decade.
  • Balancing Experience Enhancement and Expansion.
  • Aligning Strategic Intent with Customer Centric Capability.

10:40 am - 11:00 am SPEED NETWORKING

11:00 am - 11:30 am MORNING TEA

ROUNDTABLE DISCUSSION GROUPS

TABLE ONE

11:30 am - 12:30 pm Transforming Service Culture to Understand that Customer Experience is Predicated Off Employee Experience
Rich Rose - Director of Customer Service, Nine
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Rich Rose

Director of Customer Service
Nine

TABLE TWO

11:30 am - 12:30 pm Developing a Strong CX Foundation That Uplifts The Organisation & Community.
Jane Tyzack - Manager of Customer Experience, Barwon Waters
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Jane Tyzack

Manager of Customer Experience
Barwon Waters

TABLE THREE

11:30 am - 12:30 pm Creating a Frictionless Experience for Users In Online Channels of Interaction.
Jodie Davis - Associate Director – UniAccess Student Central, The University of Newcastle
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Jodie Davis

Associate Director – UniAccess Student Central
The University of Newcastle

TABLE FOUR

11:30 am - 12:30 pm Understanding How to Use Customer Data to Drive Engagement Initiatives.
Shannon McKay - Head of Customer Engagement, Zurich Financial Services Australia
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Shannon McKay

Head of Customer Engagement
Zurich Financial Services Australia

TABLE FIVE

11:30 am - 12:30 pm Uplifting CX Capabilities and Transforming Culture to Remain Competitive in the Market.

TABLE SIX

11:30 am - 12:30 pm Optimising Employee Empowerment and Risk Management in a Complex Regulatory Environment
Laura Kendall - Director of Organisational Services, Lake Macquarie City Council
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Laura Kendall

Director of Organisational Services
Lake Macquarie City Council

12:30 pm - 1:30 pm LUNCH

AI & AUTOMATION

1:30 pm - 2:00 pm CASE STUDY: Growing Origin Energy Current 4 Million Strong Customer Base and Market Share by Enhancing CX Channels With Improved Technology Capabilities.
Robyn James - National Manager of Customer Experience & Strategy, Origin LPG

Origin Energy delivers today’s energy needs to more than 4 million electricity, natural gas and LPG customers, making them Australia’s largest energy retailers. Heading up the CX team of the LPG division at Origin, Robyn James will discuss how they have optimized all CX channels, and transformed internally to embrace journey mapping, new CRM technology, and develop a digital platform for customers, creating a more engaging and accessible environment for customers.

  • Re-defining complex problem solving activity by engaging with a high performance, customer focused team.
  • Trialing machine learning applications that assist with the development of a voice & analytics program.
  • Educating to ensure all employees are the on the same page and committed to engaging with enhancing CX expectations.
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Robyn James

National Manager of Customer Experience & Strategy
Origin LPG

AI & AUTOMATION

2:00 pm - 2:30 pm CASE STUDY: Re-Designing The Customer Journey Through Technology, Enhanced VOC & NPS Practices, and Developing a Future Focused Vision for Canon.
Skye Nicholls - General Manager of Customer & Transformation, Canon

As the world’s leading imaging organisation, Canon is renowned for innovating and inspiring communities with their extensive range of products and services. Canon’s total revenue in 2018 was over $5 trillion AUD worldwide, and with such a vast & global customer base, it is important for Canon to have a strong customer experience strategy in order to retain and attract new customers. Skye Nicholls will discuss their future thinking strategy to re-imagine the customer journey, improve customer life cycle and modernize their VOC and NPS through marketing automation, self-service technology.

  • Understanding Marketing Automation capability to keep customers informed on updates, maintenance & latest equipment.
  • Exploring technology that will facilitate a self-service portal, which will keep customers engaged and informed.
  • Developing a strategy that will leverage the digitised market and create a future ready organisation.
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Skye Nicholls

General Manager of Customer & Transformation
Canon

AI & AUTOMATION

2:30 pm - 3:00 pm Leveraging Data With Uplifted Automation Capabilities and Human Centered Design to Improve Service Delivery For ANZs Customer Base.
Robert Barać - Director of Customer Experience – Innovation Transactional Banking, ANZ

ANZ’s strategy is to make banking easier for every customer, by building capabilities that deliver more insightful and connected experiences for customers at every touch point. Through the utilization of data and measurement insights, ANZ has been able to utilise this, along with automation, to improve service delivery and design a more customer centric organisation.

  • Understanding what is the relationship between data modelling and CX.
  • Investigating how to design improved customer experience and organisational efficiency through automation.
  • Utilising Data and AI to model superior internal and external processes.
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Robert Barać

Director of Customer Experience – Innovation Transactional Banking
ANZ

EMPLOYEE EXPERIENCE AND CULTURAL TRANSFORMATION

1:30 pm - 2:00 pm CASE STUDY: Redefining the stages of ageing: How deep empathy can enrich traditional approaches to segmentation and personas in the Aged Care sector.
Luke Garrett - GM of Customer Experience & Innovation, Uniting Care Queensland

As one of the Nation’s largest Aged Care providers across Residential, Community, and Retirement Living, Uniting Care Queensland has a rich relationship and deep understanding of Ageing Australians. In addition, although Customer Experience practices are new to the sector, UCQ has a team of 10 dedicated to improving the experiences we provide to the tens of thousands of Queenslanders we support. Luke Garrett, GM Customer Experience and Innovation will present on:

  • Using empathy and creativity to enrich segmentation models and personas
  • How segmentation can guide service design and redesign efforts
  • How continued critical analysis of their segments is leading the team to redefine the stages of ageing.

Chair:

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Luke Garrett

GM of Customer Experience & Innovation
Uniting Care Queensland

EMPLOYEE EXPERIENCE AND CULTURAL TRANSFORMATION

2:00 pm - 2:30 pm CASE STUDY: Ensuring That Everyone In An Organization Knows They Are Not Just Working But Making a Difference.
Luke Garrett - GM of Customer Experience & Innovation, Uniting Care Queensland
Lexi Airey - Chief Executive Officer, Gateway Bank

Being a small bank of 30,000 customers and 60 employees, Gateway has the advantage of providing a more personalised service. They like to think of themselves as a microbrewery of banking, but without the dodgy moustaches. Gateway believe customer experience is the biggest economic asset a company can have and culture is the only sustainable competitive advantage. Ex CCO and now CEO of Gateway, Lexi Airey will present on how she and her team developed programs that enhance the workplace through mutual understanding.

  • Re-creating the organization’s values, moving customer centricity to a new level
  • Not work but making a difference: ensuring everyone knows their impact on each other and the customer within the business
  • Word of mouth: recognizing, measuring and promoting this as the most valuable channel, but one that doesn’t exist without good customer experience

Chair:


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Luke Garrett

GM of Customer Experience & Innovation
Uniting Care Queensland

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Lexi Airey

Chief Executive Officer
Gateway Bank

EMPLOYEE EXPERIENCE AND CULTURAL TRANSFORMATION

2:30 pm - 3:00 pm Putting the Spotlight on Understanding the Direct Correlation Between Customers and Employees From a Local Government Lens.
Luke Garrett - GM of Customer Experience & Innovation, Uniting Care Queensland
Laura Kendall - Director of Organisational Services, Lake Macquarie City Council

Lake Macquarie City Council has moved from a traditional emphasis on assets and services to treating customer and employee experiences as two sides of the same coin. This journey offers insights into cultural transformation that are transferrable to any diversified organisation aiming to put customers at the heart of its activities.

  • Examine how Lake Macquarie City Council is empowering employees to step up and make better decisions about all aspects of their work and how this is improving customer experiences across the organisation
  • Explore the Council’s ‘learning by doing’ approach to moving from customer experience rhetoric to a proactive, selfsustaining customer-focused workforce
  • Review what worked, what didn’t and how iterative learning helped redefine cultural transformation activities

Chair:


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Luke Garrett

GM of Customer Experience & Innovation
Uniting Care Queensland

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Laura Kendall

Director of Organisational Services
Lake Macquarie City Council

CCO CLUB

1:30 pm - 2:00 pm Aligning All Business Units Within Your Organisation To Adopt Customer Centric Values, whilst Ensuring All Units Remain Compliant with Regulation and Profitable.
Louise Portelli - Chief Customer Experience Office, MLC Life Insurance

For over 130 years, MLC has been providing investments, superannuation, and financial advice to over 1.5 million customers across corporate, institutional, and retail. Louise Portelli will discuss how the CCO can influence the core assets of organisational strategy and proposition design, and evangelise other business units to meet the needs of regulation and customers.

  • Utilising customer data to identify to business units where they can improve their CX practices.
  • Ensuring all business units have a transparent understanding of what Customer Experience is, and enabling collaboration across the departments.
  • Developing Strategy that addresses regulatory compliance, in correlation with meeting the needs of the customers through service offerings and delivery.
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Louise Portelli

Chief Customer Experience Office
MLC Life Insurance

CCO CLUB

2:00 pm - 2:30 pm Commercial and Strategic Thinking for Customer Experience – Driving Organisational Change to Enable CX Success
Anthony Dureau - Chief Client Officer, AMP Australia

AMP Australia seeks to support Australians manage their wealth. In 2018, AMP Australia had helped over 100,000 Australians with banking needs, and provided over 6,000 new home loans. With a growing customer base in mind, Ant Dureau will present on how AMP is driving organisational change through combining commercial and strategic thinking that will enhance CX capabilities, organisationwide.

  • Coordinating one set of principles that are adopted across a large, multi-national,corporate environment.
  • 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
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Anthony Dureau

Chief Client Officer
AMP Australia

CCO CLUB

2:30 pm - 3:00 pm Embedding Cultural Mechanics In Your Organisation To Ensure Your Workforce is Adopting A Customer-Centric Approach.
Elizabeth Waldock - Chief People Officer, Sportsbet

SportsBet is Australia’s largest online sportsbetting company, with turnover exceeding $4bn and over 2 million customers. In this environment, it is important for SportsBet to secure efficient cultural mechanics, organisation wide, to ensure the workforce is taking a customer-centric approach. Elizabeth will discuss how she is embedding CX mechanisms across the organisation to ensure all employees are customer minded at all times.

  • Codifying processes and communications with your organisation and influencing customer outcomes through embedded cultural mechanisms
  • Positioning your organisation to invest in the right tools and resources that will advance CX processes.
  • Utilising technology and solutions to provide your CX team with the right resources to assist with understanding the customers better and effectively engaging customers with the organisation.
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Elizabeth Waldock

Chief People Officer
Sportsbet

3:00 pm - 3:30 pm AFTERNOON TEA AND NETWORKING BREAK

3:30 pm - 4:00 pm Reserved for Language Loop

4:00 pm - 4:30 pm CASE STUDY: Understanding How To Balance Regulatory Change and Compliance, with Customer Improvement, All Whilst Maintaining Sustainable Profitability.

Louise Portelli - Chief Customer Experience Office, MLC Life Insurance

For over 130 years, MLC has been providing investments, superannuation, and financial advice to over 1.5 million customers across corporate, institutional, and retail. In response to the Royal Commission into Misconduct in the Banking, Superannuation and Financial Service Industry, MLC has been advancing its services and products by leveraging regulatory change and remaining sustainably profitable; by ensuring they meet the demands of regulation and customers through different CX improvement tools.

  • Understanding, in depth, where and how customer data is being retrieved, and ensuring customer data is managed to meet regulatory expectation.
  • Utilising journey mapping and CX measurement tools to create a 360 view of your customers and ensure you are developing products and services that meet the needs of your customers.
  • Developing strategies, across business units, that facilitates sustainable profitability and competitiveness in the market.
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Louise Portelli

Chief Customer Experience Office
MLC Life Insurance

4:30 pm - 5:00 pm PANEL: Understanding How Organisations Can Leverage Technology And Digitisation to Enhance Their Personalisation Practices When Engaging With Customers Across All Channels

Anthony Dureau - Chief Client Officer, AMP Australia

For many organisations, tailoring interactions with customers across a variety of channels has lost a personal, human-centred touch; due to digitisation and technology leaning people towards less face-to-face communication. With people turning to technology to gather information, find support, and engage with companies, CX leaders are now turning to new technology, in order to create more intuitive and personalised approaches to customers and their needs. This panel will discuss how they have leveraged technology to understand their customers’ needs and expectations, and address them in a more attentive way.

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Anthony Dureau

Chief Client Officer
AMP Australia

5:00 pm - 5:30 pm CASE STUDY: Installing an Internal Transformation Program that Put the NSW Business Chamber’s 45,000 Registered Organisations At the Centre.

Richard Spencer - Chief Customer Experience Officer, NSW Business Chambers

With annual turnover of around $300 million and over 45,000-registered organisation, the NSW Business Chambers is responsible for a large amount of clients. This requires a major over haul of the internal culture, in order to provide customers with the best experience as possible. Richard Spencer will discuss how he instigated a complete re-modelling, re-naming, re-branding and changed the digital platform of the organisation, in order to accommodate a better experience for their registered customers.

  • Developing a roadmap internally, to accommodate all departments and ensure transparency across the organisation.
  • Exploring how they built a new business model in the background of a continuously operational environment.
  • Encouraging change internally through education and training, and ensuring employees are projecting that change with clients.
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Richard Spencer

Chief Customer Experience Officer
NSW Business Chambers

5:30 pm - 5:30 pm END OF DAY ONE AND NETWORKING DRINKS