Conference Day One: Monday, 27 May 2019

9:00 am - 9:10 am Opening Remarks from IQPC and Conference Chair

Conference Chair: Monica Minehan - Customer Experience Lead, Vodafone

Conference Chair: Monica Minehan

Customer Experience Lead

9:10 am - 9:40 am Utilising Customer Driven Innovation to Get to Market Quicker with Products that Actually Solve Customer Problems

Troy Barnes - Chief Customer Officer, Pizza Hut Asia Pacific
Generating quality customer insights and turning out a corresponding product in a timeframe that meets customer demands, without spending the earth is a challenge faced by all sectors currently. Previously, Troy recognized the need to install innovation in a practical sense within AIA and developed these capabilities within the organization, and is now in the process of taking Pizza Hut along this journey. In this session he will share practical insights into the fundamentals of establishing customer driven innovation:

  • Overview of the innovation process and how it IS possible to develop a new product; from research to delivery, in just 6 weeks
  • How this approach has enabled the organization to think differently and sparked true innovation
  • The two pillars of this approach: developing Capability and People & actually talking to customers and how to do both of these effectively

Troy Barnes

Chief Customer Officer
Pizza Hut Asia Pacific

9:40 am - 10:10 am Utilizing The Voice of Customer To Embed a Customer- Centric Agenda Throughout NRMA and Successfully Increase NPS

Tina Morrell - General Manager, Customer Strategy & Experience, NRMA
NRMA recently transitioned between VOC platforms; with the aim of embedding the platform and a customer-centric agenda across all business and empowering the frontline staff to utilize the dashboard reporting capabilities for a ‘self service’ approach to customer experience. This has already resulted in significant increases in NPS. In this session:

  • The importance of selecting the right tool and the value the platform has brought to NRMA
  • How the platform has empowered staff and driven employee engagement and how the organization has in turn, driven engagement with the platform
  • Installing text analytics which has helped the NRMA to understand what was driving NPS

Tina Morrell

General Manager, Customer Strategy & Experience

10:10 am - 10:40 am Taking The Next Step In Your Customer Experience Journey

Brad Meehan - Managing Director, Strativity Group Australia
  • Where are you placed on the CX maturity curve
  • What are the next steps for organisations at different stages
  • How to identify and apply key learnings from other organisations to fast track improvement and innovation

Brad Meehan

Managing Director
Strativity Group Australia

10:40 am - 11:10 am Speed Networking

11:10 am - 11:30 am MORNING TEA

STREAM A: Banking, Financial Services and Insurance

11:30 am - 12:00 pm Going Back To Basics In The Digital Age
Bronwyn Gill - Head of Global Business Intelligence, Australia, J.D. Power
Over the last few years we have seen a relentless drive towards digitalization that aims to create meaningful, seamless and personalized customer experiences. While there are countless positives to bringing the customer’s banking experience into the digital age, it is imperative that the industry does not overlook the basics - applying the fundamental doctrine of utmost good faith to managing relationships with their customers. This basic principle of utmost good faith not only helps to secure long-term customer loyalty but also strengthens customer advocacy. J.D. Power shares key findings on customers’ perceptions andexpectations of financial institutions in Australia and how the industry can move towards a more rewarding and symbiotic relationship with their customers.

  • Examine how customers perceive a bank’s overall brand image, reliability and trustworthiness
  • Understand how customer perceptions drive customer loyalty and advocacy
  • Highlight best practices on how banks can retain and earn back the confidence of their customers

Bronwyn Gill

Head of Global Business Intelligence, Australia
J.D. Power

STREAM B: Government, Health, Education and Not for Profit

11:30 am - 12:00 pm Improving Retention Through Journey Mapping and Internal Collaboration
Tim Maillet - Deputy Director, Strategic Marketing & Student Recruitment, University of Technology Sydney
UTS are 18 months into a Student Experience transformation program. Initially established to put a stop to declining postgraduate enrolment numbers, insights gained throughout the process have been so valuable the program is being extended to improve undergraduate student experience also. In this session Tim will cover:

  • Using end to end mapping of the postgraduate experience along with qualitative research to develop and test student personas, work out why students chose to/ not to study at UTS and what the expected SX was and the shortcomings
  • Collaborating with Student Administration and Student Services to target ‘quick wins’ initially, such as digitizing the application process, improving application turn around times at Student Administration and increasing the provision of Career Guidance
  • Responding to curriculum based feedback by streamlining curriculum approvals process and improving the integrity of the course application process to ensure new courses are demand, not supply led
  • Investing time into working closely with top tier administration and academics, as insights indicated that in-class experience is still the most important element of the student experience

Chaired By:

Tim Maillet

Deputy Director, Strategic Marketing & Student Recruitment
University of Technology Sydney

STREAM C: Utilities, Logistics and Manufacturing

11:30 am - 12:00 pm A Path To Customer Experience, Transformation, Engagement and Trust
Conference Chair: Monica Minehan - Customer Experience Lead, Vodafone
  • Introducing Service Excellence & Customer Experience – Mindsets, culture, capability uplift and Empathy
  • Out with the old legacy technology and in with a whole new world of digital possibility and enablement
  • People, Process, Technology, what about Policy
  • Change and Leadership

Conference Chair: Monica Minehan

Customer Experience Lead

12:00 pm - 12:05 pm BREAK TO CHANGE ROOMS

STREAM A: Banking, Financial Services and Insurance

12:05 pm - 12:30 pm Unisuper Case Study- Establishing A New Cx Function And Refining ‘Customer’ To Continue The Evolution Of Member-Centricity
Lee Scales - Chief Customer Officer, UniSuper
Brendan Donoghue - Head of Customer Experience, UniSuper
Remarkably, award winning UniSuper only introduced their CX function in May 2018. While member-centricity is an integral part of the organisational DNA, UniSuper have been redefining their customer centric approach to improve the experiences delivered to Members, Employer Partners and employees. In this session Lee and Brendan will share their journey to date, including:

  • Breaking the many myths associated with CX e.g. ‘CX is just pretty screens’ and ‘great CX costs more’ to attain stakeholder buy in and cross the tipping point
  • Challenges which had to be overcome throughout the journey e.g. partnering with digital and driving a high quality result for customer.
  • Reducing cost and risk of failure by continuously testing for experience.
  • Some case studies of ‘wins’ to date e.g. embedding experience designers throughout the organization, using journeys to guide new programs of work and learning to prioritise better as an organization

Lee Scales

Chief Customer Officer


Brendan Donoghue

Head of Customer Experience

STREAM B: Government, Health, Education and Not for Profit

12:05 pm - 12:30 pm Applying Design Thinking to Engineering at Auckland Transport to Reduce Organisational Siloes and Improve Customer Services
Susan Parkes - Group Manager Customer Central, Auckland Transport
Auckland Transport has been building an impressive new public transport network; and has excelled in driving patronage to-date. While an engineering focus was huge part of this success, the organisation also recognized that there was work to be done to delivery to customer needs more quickly, be digital and to prioritise work by customer needs. Two years ago, as part of an overarching strategy to better understand customer needs, and create great customer experiences quickly; customer central was established to apply human lens to their work and transition to catering for the end to end customer experience. In this session:

  • How the organization engages with Customer Central to ensure it’s benefits are as far reaching as possible
  • How AT have built a product ownership committee community which transcends traditional silos and adds a new agile approach to delivering solutions.
  • How Customer Central and human centered design have changed the way AT is working and the benefits to the organization from this

Susan Parkes

Group Manager Customer Central
Auckland Transport

STREAM C: Utilities, Logistics and Manufacturing

12:05 pm - 12:30 pm EnergyQ Case Study: Empowering Customers With The Power Of Choice Through A Transparency Driven Service And Strategy Transformation
Carly Irving - General Manager Customer market and Operations, Energy Queensland
Until 2018, Energy Queensland was challenged with re-thinking how they interacted with customers who faced high energy prices, lack of service transparency and shortage of choices in how they interacted with the energy distributor. Embarking on a service transformation journey underpinned by data and digital capabilities, Carly documents how she re-focused the business to prioritize customer outcomes as well as business efficiency by:

  • Re-defining service offerings and interactions through a journey map overhaul and co-creation with customers
  • Improving agility and efficiency of customer experience management through AI-powered chatbot and digital experiences
  • Empowering customers with data to manage and adapt their energy consumption activities
  • Reducing cost of service delivery by building efficient, cross-functional teams

Carly Irving

General Manager Customer market and Operations
Energy Queensland

12:30 pm - 12:40 pm BREAK TO CHANGE ROOMS

STREAM A: Banking, Financial Services and Insurance

12:40 pm - 1:10 pm Engaging with Banking Customers Through Taking a 1 on 1 Approach to Generating Rich Customer Insights at BT Financial
Van Dissing - Program Director, Service Revolution Transformation, BT Financial Group
The challenge within finance can often be reengaging with customers who are disenfranchised and not looking to invest their time in banking, seeing the bank as just a ‘necessary evil’. As part of the broader Westpac vision, BT is transforming through redefining the customer journey. After 50 years of collecting customer insights BT realized the need to drill down, instead into customer needs. As part of a year-long project BT has been able to identify 6 customer life stages, each with 3 key needs, moving forward products will be aligned to meeting these needs. In this session:

  • How BT went about collecting a rich insight into the customer through home visits, employee feedback and group session
  • A snapshot of the insights gained, which contributed to shape the life stages and needs profile
  • The process of transforming insights into ‘life stages’ in the Customer Journey Lab and what was learned through this process

Van Dissing

Program Director, Service Revolution Transformation
BT Financial Group

STREAM B: Government, Health, Education and Not for Profit

12:40 pm - 1:10 pm Enhancing Citizen Experience with the Physical Space through Integration of Digital Technologies at Sydney Botanic Gardens
Marni Ryan - Head of Digital Marketing, Brand and Customer Service, Botanic Gardens & Centennial Parklands
Within Sydney’s Botanic Gardens Anthony Dunsford and his team have been able to achieve what other government and business organizations alike are all striving for- creating a physical space which transcends the conventional 3D customer experience through implementation of technology and is a platform and place where true connection between and with customers is really possible, and happening! The Botanic Garden is a unique attraction, or service, if you will, in that it has the ability to cater for all demographics within a singular landscape, Marni and the team have ensures that, through a combination of the physical and the digital- there is something attractive for everyone. The results from the customer re-focus speak for themselves- increased visitor numbers from 3.9 million to 5.4 million per annum and taking bronze for the Australian Tourism Awards ‘Major Tourist Attraction’. In this session:

  • How the shift in focus from a purely physical to an integrated landscape came about
  • What was needed to attain buy in from all stakeholders to set wheels in motion for the transformation
  • The part that citizen feedback played in attaining developing digital strategy and selecting which tech to use where and for what
  • The bright future of Sydney Botanic Gardenswhere to now?

Marni Ryan

Head of Digital Marketing, Brand and Customer Service
Botanic Gardens & Centennial Parklands

STREAM C: Utilities, Logistics and Manufacturing

12:40 pm - 1:10 pm Leveraging Cultural Change to Provide Excellent CX at Low Cost to Increase Customer Portfolio
Robyn James - National Manager Customer Experience and Strategy, Origin LPG
Origin LPG are setting out to change their service from a delivery -point to a customer focused system with a long term goal of expanding the customer portfolio. Soon this will mean transitioning from their ‘old school’ green screen system to a new CRM which will give a single view of customer, integrate LPG with the all of Origin and enable their transition into digital. Underpinning this change is an organisational re-focus on the Origin core values, a cultural change piece to ensure they are living these values and optimisation of internal processes. In this session Robyn will share:

  • How to pivot the culture across a very diverse workforce to achieve a consistent customer experience without diminishing individual passion and style
  • How exec buy-in was attained for the customer experience transformation and furthermore woven into the organisational metrics
  • How Origin LPG is working to deliver consistent customer experience as a low cost operator by ‘smarter’ resource allocation and using face to face services as a premium

Robyn James

National Manager Customer Experience and Strategy
Origin LPG

1:10 pm - 2:10 pm NETWORKING LUNCH BREAK

STREAM A: Banking, Financial Services and Insurance

2:10 pm - 2:40 pm Learnings from Creating a Customer First Business from the Ground up
Jacqui Lennon - Head of Product and Customer Experience, Allianz Retire+
Allianz Retire Plus was born 3 years ago from a single blank sheet of paper, small project team and a vision of creating a better retirement product for the Australian market. Towards the end of 2018, from a staff of now over 50, Allianz Retire Plus went live. In this session Jacqui will share the journey of applying the customer 1st perspective at every stage of Allianz Retire Plus’ conception:

  • How a customer 1st perspective enabled the team to drill down into the challenge of delivering great CX around a deeply emotional product
  • How the team worked with advisors and other Allianz businesses to develop a product which makes customers and advisors happy
  • How every element of design: research, journey maps, touch points, customer product and strategy was approached with a customer 1st lens
  • Challenges, wins and lessons learned throughout the journey

Jacqui Lennon

Head of Product and Customer Experience
Allianz Retire+

STREAM B: Government, Health, Education and Not for Profit

2:10 pm - 2:40 pm How Cabcharge Alleviated Client Pain Points Through Digital Transformation and Product Innovation
Todd Shipp - Head of Marketing, Cabcharge
In July 2018 Cabcharge re-branded the 37 year old iconic brand, which sounded the launch of their world first digital product, a part of a larger digital transformation program. The new product launched has increased visibility and efficiency for their 30,000+ clients and has resulted in year on year growth in what is a highly competitive market. In this session:

  • Leveraging the digital transformation to educate and engage with clients across all channels and how Cabcharge is empowering their people to transition from reactive to proactive engagement with clients
  • Flipping customer service on it’s head through automation and digitization of many processes, such as ordering and issuing
  • How Cabcharge brought the clients along for the journey and was able to change perception and increase the value they offered to clients

Todd Shipp

Head of Marketing

STREAM C: Utilities, Logistics and Manufacturing

2:10 pm - 2:40 pm MyPost Case Study: Successful Digital Service Enhancement through Transformation and Product Innovation
Pete Young - Head of MyPost Consumer, Australia Post
MyPost is providing enhanced visibility, control and delivery options to customers, taking the lead from disruptors such as amazon to empower customers. Although the transformation of the entire organization to date has been huge, the goal now is to scale the MyPost experience across every parcelfulfilling the 2020 ‘ Deliveries that make you smile’ vision. In this session:

  • How the cross functional Discover and Delivery team are overcoming legacy IT systems to provide a great digital experience for MyPost customers
  • How MyPost is continuing to diversify with new products and services, for example leveraging the app to provide personalised messaging
  • Investing in new technology but being mindful to balance tech investment with great design in order to deliver

Pete Young

Head of MyPost Consumer
Australia Post

2:40 pm - 2:45 pm BREAK TO CHANGE ROOMS

STREAM A: Banking, Financial Services and Insurance

2:45 pm - 3:15 pm Establishing a Culture of Customer-Obsession starting with an Enterprise-wide NPS and Bringing the Leadership Team Closer to Customers
Sarah Wright - Head of Customer Experience & Strategy, Latitude Financial
After separating from the GE brand, Latitude Financial Services had an opportunity to re-establish who they were in the market. Deliberately ‘leapfrogging’ rather than undertaking a set of small steps; Latitude made a commitment to becoming a customer-obsessed organisation. After an 18 month period of top-down and bottom-up cultural change activities and implementing fundamental tools, they’re on the cusp of being able to integrate strategic CX in the business. In this session:

  • How Latitude Financial went about understanding the divide between where they were and where they needed to be
  • Implementing enterprise-wide NPS including transactional, episodic & relationship NPS with Medallia and how this enables the strategic approach to CX in the future
  • How the leadership team came closer to their customers through customer councils, a VOC mobile app, digitized juke box of customer calls and face to face time with customer facing employees
  • Lessons learnt from their journey so far and what’s next for Latitude including establishing a strategic CX framework, embedding a closed loop & experimentation with customer sentiment to personalize the customer service

Sarah Wright

Head of Customer Experience & Strategy
Latitude Financial

STREAM B: Government, Health, Education and Not for Profit

2:45 pm - 3:15 pm Installing Customer Experience into the NFP Space through Strategy, Cultural Change and Governance
Gabrielle Dracopoulos - Head of Experience Transformation, Guide Dogs ACT/ NSW
The introduction of the NDIS has brought huge disruption to health service providers, challenged with competing for clients for the first time. In this session hear from Guide Dogs, how they’re realigning the organisation with a corporate CX style focus:

  • Beginning with pivoting the staff culture around a client- 1st mindset through developing new ways of working
  • Creating a risk governance framework in a NFP environment
  • Overcoming the shortage of talent and budget for a CX transformation and campaign

Gabrielle Dracopoulos

Head of Experience Transformation
Guide Dogs ACT/ NSW

STREAM C: Utilities, Logistics and Manufacturing

2:45 pm - 3:15 pm How Powershop is Disrupting the Energy Sector through Service Innovation, a Focus on Sustainability and Genuine Connection with Customer
Lauren Kane - Marketing Manager- Customer Experience, Powershop Australia
Powershop are responding to changing customer values and in particular sentiments towards the energy sector by utilizing an innovative digital platform which allows the re-sale of energy, along with a suite of great customer features such as the ability to see daily energy consumption. Growing demand for the product has led to Powershop expanding recently into new markets and locations such as gas and South- East Queensland and the UK. In this session gain insight into how Powershop is scaling It’s innovative product while maintaining exceptional customer experience:

  • How Powershop’s commitment to the environment and the customer has seen them become the greenest power company in Australia 3 years running
  • The framework and BAU procedures which have enabled Powershop to deliver quality products into new environments
  • How Powershop has collaborated with their technology partner to meet the unique challenges of customers in new markets
  • Case Study: the recently launched Demand Response Program and how this has made a positive impact on the customer

Lauren Kane

Marketing Manager- Customer Experience
Powershop Australia

3:15 pm - 3:20 pm BREAK TO CHANGE ROOMS

STREAM A: Banking, Financial Services and Insurance

3:20 pm - 3:50 pm How a Foundation in Customer Love Combined with Honest, Personalised Service is Changing Customer Lives at the Infinity Group
Graeme Holm - Founder, Infinity Group
Infinity Group is one of Australia’s fastest growing money management companies and has been a top 100 Mortgage broker for the past 10 years; their success is derived from a genuine care for their customers- who are a ‘finance family’ and consequently delivering a product which really improves lives. In this session, founder Graeme will share:

  • How Infinity Group has transformed the age- old notion of budgeting into a vital re-education piece for customers
  • How partnership with Fintech MyProsperity has enabled Infinity Group to provide greater insights to customers
  • How the Finance Family works in practise to deliver service beyond financial advice

Graeme Holm

Infinity Group

Following the introduction of the NDIS, much of the NFP sector is rethinking their approach to CX in order to attract and retain customers. In this session hear 3 very unique journey’s from not-for-profit organizations who have invented or reinvented the customer experience element of their organization:
  • Challenges unique to the not for profit sector in terms of CX and how the organization has overcome these
  • Challenges unique to your organization and what has worked well in overcoming these
  • How to establish essential CX capabilities across the organization

Katrina Harrison

Head of Customer Experience
Australian Red Cross


Gabrielle Dracopoulos

Head of Experience Transformation
Guide Dogs ACT/ NSW


Teresa Yeing

Head of Customer Experience
ACH Group

STREAM C: Utilities, Logistics and Manufacturing

3:20 pm - 3:50 pm Reinventing Your ABC
Leisa Bacon - Director of Audiences, Australian Broadcasting Corporation

The Australian Broadcasting Corporation is, and always has been, in a unique position in Australian media, as Australia’s public broadcaster. It’s also been somewhat of a leader when it comes to moving into new technology platforms and digital media opportunities. Leisa will look at how the ABC is continuing to evolve an incredibly valuable, 86-year-old institution for an increasingly digital future, as audience behaviours change.

  • How the ABC is improving both the understanding of audiences, and the consistency of brand experience
  • How the enterprise is being re-designed to support this evolution

Leisa Bacon

Director of Audiences
Australian Broadcasting Corporation

3:50 pm - 4:20 pm AFTERNOON TEA

Interactive Discussion Groups


4:20 pm - 5:20 pm Prioritising The Customer Above All Else And Building The Organization Around Them
Alexandra Schischov - Founder, Stylizen

Alexandra Schischov



4:20 pm - 5:20 pm Building Agile Ways Of Working, Team Empowerment And Experimentation Into The Organisational Model To Better Design Customer Products
Glen Foley - GM Customer Experience, Liberty Financial

Glen Foley

GM Customer Experience
Liberty Financial

IDG Three

4:20 pm - 5:20 pm Tying Customer Service to Employee Experience by Utilising a Work at Home Call Centre Model
Michele Olivier - Head of Customer Service, Princess Cruises

Michele Olivier

Head of Customer Service
Princess Cruises


David Huggett

Customer Experience Director
Carlton and United Breweries


Aarron Spinley

Director – Strategy
SAP Customer Experience


Marcello Alcantara

CX Lead
Accenture Interactive

IDG Five

4:20 pm - 5:20 pm Launching A Webchat Service To Enhance Customer Service
Julia Anderson - Manager Customer Experience and Improvement, Bendigo and Adelaide Ban

Julia Anderson

Manager Customer Experience and Improvement
Bendigo and Adelaide Ban


4:20 pm - 5:20 pm Engage 2020: The Future Of Customer Care Is Already Here
Michael Polley - Vice President, Operations Asia Pacific Markets, TTEC, Asia-Pacific

Michael Polley

Vice President, Operations Asia Pacific Markets
TTEC, Asia-Pacific

Technologies like automation, chatbots and AI can create great savings on labour and can significantly expedite the customer purchasing and assistance processes. The challenge for businesses now is balancing technology and people across multiple channels so that the customer receives efficient service without having to sacrifice the opportunity for human connectedness when it’s needed. In this panel discussion:

  • What have your customers told you about the value and requirement of face to face service?
  • Can you a situation where a face to face element of the business will become redundant?
  • Do you see a place for chatbots within your business?
  • How have you integrated technology to give it more personable presence?


Robert Tedesco

Vice President of Loyalty & Partnerships
American Express


Kylie DeCourteney

Chief Customer Officer
Service NSW


Gerard McDermott

Chief Strategy & Customer Officer


Scott Howard

Head of Customer Experience and Insights
QBE Insurance

5:50 pm - 6:00 pm Closing Remarks from Conference Chairperson

6:00 pm - 6:00 pm NETWORKING DRINKS