The No. 1  Customer Experience Event in Australia & NZ - is going virtual!

Essential Free-to Attend Tracks: 21-22 September 2020
Premium Main Event Tracks: 21-22 September 2020
Premium Workshop Day 20 September 2020

Essential Track Day Two: 22 September 2020

9:00 am - 9:10 am Opening Remarks

9:10 am - 9:40 am The $1.6 trillion opportunity

In such a fast-paced environment, with falling consumer confidence, businesses are finding it hard to

distinguish themselves in a crowded market. Elizabeth Compton, CEO of Austral-Asia’s leading language

services provider, Language Loop, will uncover the $1.6 trillion opportunity many Australian businesses are missing. With 21% of Australians speaking a language other than English, Elizabeth will delve into the top four strategies corporates can implement to gain a competitive advantage, drive customer loyalty and streamline interactions across any channel for both customers and staff in any language.

Key takeaways

• Distinguish yourself in a crowded market by leveraging language to build loyalty

• Increase your market share and customer spend

• Deliver a seamless and frictionless customer experience in any language across any channel

• Improve your agent and customer experience/reduce your AHT

9:40 am - 10:10 am PANEL: Understanding How Organisations Can Leverage Technology And Digitisation to Enhance Their Personalisation Practices When Engaging With Customers Across All Channels

Jodie Davis - Associate Director – UniAccess Student Central, The University of Newcastle
Jason Smith - Director of Continuous Improvement – Sales and Customer, Foxtel
Shannon McKay - Head of Customer Engagement, Zurich Financial Services 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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Jodie Davis

Associate Director – UniAccess Student Central
The University of Newcastle

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Jason Smith

Director of Continuous Improvement – Sales and Customer
Foxtel

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Shannon McKay

Head of Customer Engagement
Zurich Financial Services Australia

10:10 am - 10:10 am Break / End of Essential Track

10:20 am - 2:00 pm Are you a premium digital pass holder? Email us at enquire@iqpc.com.au for your premium digital experience kit