The No. 1  Customer Experience Event in Australia & NZ 

18-20 May 2021, Sydney

Essential Track Day Two: 22 September 2020

9:00 am - 9:10 am Opening Remarks From Conference Chairperson

Robert Barać - Director of Customer Experience – Innovation Transactional Banking, ANZ
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Robert Barać

Director of Customer Experience – Innovation Transactional Banking
ANZ

9:10 am - 9:40 am Your post-COVID customer strategy

Elizabeth Compton - CEO, LanguageLoop

With the economic outlook looking quite bleak, leveraging language is one clear strategy businesses can use to drive revenue as a part of their post-COVID recovery strategy. Recent research reveals 90% of multilingual customers would recommend a business that offered their services in multiples languages. Elizabeth Compton, CEO of Austral-Asia’s leading language services provider, LanguageLoop, will uncover the $1.6 trillion opportunity many Australian businesses are missing out on. 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

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Elizabeth Compton

CEO
LanguageLoop

9:40 am - 10:10 am Insights Into How Lufthansa Group Has Combatted Disruptions To The Aviation industry and Prioritised CX Throughout The Organisation

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

Customer Centricity became a key discipline for global companies over the past years. With the impact of COVID-19 this has not changed – in fact, it has supported the setup and preparation for the New Tomorrow. Emil, of Lufthansa Group, will present how to prepare the team for new ways of working with Design Thinking.


Key takeaways of the presentation:

  • Incorporating Design Thinking into the business
  • Introducing and fostering Design Thinking in company culture
  • Setup of Design Thinking community @ LH
  • Covid-19 shock - Aviation and LH Group
  • Seamless Travel and customer needs in New World of Travel
  • Project examples and new customer experience
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Emil Begovic

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

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Robert Barać

Director of Customer Experience – Innovation Transactional Banking
ANZ

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