Redesign to Align with the New Business Priorities Post Pandemic

18 – 20 May 2021 | Doltone House Hyde Park, Sydney & Virtual 

Hybrid Day One: Wednesday, 19 May 2021

8:45 am - 9:00 am Conference Opening

9:00 am - 9:30 am Creating a Personal Connection with Players at the National Hockey League: Instilling Loyalty and Engagement in a Post-Pandemic Era

Joining us from New York, Curran Raclin, the National Hockey League’s Vice President of Data and Insights, will delve into the work his team underwent to drive fan engagement and new waves of customer experiences amidst the closure of several arenas in 2020.

With a 2021 strategy focused on getting fans connecting with both the game and their individual players, hear the strategies NHL are employing in the field of AI and digital transformation to maintain a strong fan engagement strategy.

  • Driving new fan engagement strategies amidst ongoing business disruptions in the sporting industry
  • How digital transformation and creativity allowed NHL to drive new levels of customer loyalty programs across their organisation
  • Using data to understand customer sentiment and tailoring this to redesign brand awareness in a short space of time


9:30 am - 10:00 am What the Heck are They Thinking?! Why getting into the hearts and minds of customers will drive the Future of Experience

Nicholas Kontopoulos - Regional Head of APAC DX Commercial Marketing, Adobe

2020 drove customers of all kinds online at a rate that amounted to a jump of five to ten years in projected adoption. New customers arrived in record numbers while existing customers behaved less predictably. Businesses of all kinds realised that they needed to develop insights faster to catch up to their customers. But, acting quickly is only effective when it is informed. Learn why analysing and anticipating their reactions at decision points and during moments of friction is the next evolution of experience management. 


Nicholas Kontopoulos

Regional Head of APAC DX Commercial Marketing

10:00 am - 10:10 am Voice of the Audience Segment

10:10 am - 10:40 am Customer Centricity 3.0

Brad Meehan - Managing Director, Strativity Group Australia

In this session, Brad Meehan will discuss the new paradigm in customer centricity and challenge Leaders to take their organisations to the next level in terms of behaviour, insight-driven decisioning, visibility and purpose. 


Brad Meehan

Managing Director
Strativity Group Australia

10:40 am - 11:10 am Going Modern: Implementing Digital Portals to Transform the Customer Journey and Drive Stronger Customer Communication

Shannon McKay - Head of Customer Engagement, Zurich Financial
Sasha Lord - Manager of Citizen Connect, Manningham Council

This panel will deep dive into the role automation and digital services play in driving better and more seamless customer experiences. With the uptake of online services during the COVID-19 pandemic, businesses have discovered the value of digitising the customer experience and creating simplified processes for both efficiency and cost-savings.

The question on everyone’s mind? When there is a plethora of services available, where do we start?

  • Driving operational efficiencies through online payment and communication portals to create seamless digital journeys
  • Determining at what stage should the CX and marketing function shift from customer acquisition to customer retention in maintaining ongoing revenue
  • Automating the right processes – what are the challenges involved and where do we begin?



Shannon McKay

Head of Customer Engagement
Zurich Financial


Sasha Lord

Manager of Citizen Connect
Manningham Council

11:10 am - 11:40 am Networking Break

Brainweave Clinics 

Join us for our brainweave clinics as we benchmark and implement new operationally efficient CX strategies in the post-pandemic world.

Each attendee will have the option to pick 2 of the following roundtables they would like to attend, structured as mini, 40-minute masterclass sessions per rotation.


Topic One

11:10 am - 12:40 pm Customer Acquisition In The Post-Pandemic Era

How to drive marketing automation to reignite existing customers and drive new levels of acquisition

Topic Two

11:10 am - 12:40 pm Nailing Your Data from the Get-Go!

How to ensure your CX function has the right data collected to improve your overall customer journeys

Topic Three

11:10 am - 12:40 pm Scaling Your CX Quickly to Drive Internal Buy-In

How to drive the right CX capabilities internally and improve buy-in by demonstrating CX ROI

Topic Four

11:10 am - 12:40 pm Driving Customer Loyalty and Retention

How to re-think what a good marketing and CX strategy looks like to future-proof your organisation

12:40 pm - 1:40 pm Networking Break

1:40 pm - 2:10 pm Creating Data Segmentation Based on Customer Attitude and Behaviours: The Jemena Journey

Andrew Davis - General Manager Strategy and Commercial, Jemena

With over 500 billion data points collected every 30 minutes, Jemena are one of the leading organisations in water and utility management driving improved personalisation services and overall customer engagement programs.

Hear from Andrew Davis, General Manager for Innovation & Strategy as he discusses the Jemena journey and how they’ve worked to drive better experiences through data.

  • Identifying patterns in energy usage and consumption insights and translating this to relevant, simple advice for customers
  • Understanding the change piece across the CX function and defining the ratio between your employee value proposition (EVP) to customer value proposition (CVP)
  • Shifting from an inward looking legacy corporation to one of customer value by keeping the organisation connected



Andrew Davis

General Manager Strategy and Commercial

2:10 pm - 2:20 pm Voice of the Audience Segment

2:20 pm - 2:50 pm Balancing Personalisation with Digital Transformation: Maintaining Brand USP at TelstraSuper to Drive High Customer Retention and Business Efficiency

Jean-Luc Ambrosi - Executive General Manager Marketing and Digital, TelstraSuper

Jean-Luc Ambrosi, Executive General Manager of Marketing and Digital at TelstraSuper, sees technology as a critical component in the creation of a fully integrated CX strategy.

Having undertaken their digital transformation over the past 4 years, the team have worked to introduce a personalised communication strategy through the public and secure website as well as outbound communication. This has included the creation of separate destinations based by customer profile.

Learn how TelstraSuper continue to pinpoint the full member journey, understanding pain points and where the team can add more value for members.

  • Reinventing your customer strategy during times of disruption to ensure your brand USP remains consistent
  • Using microdata points to follow different customer pathways and drive multivariate attribution across marketing and CX channels
  • Determining the correct multi-analysis and data measurements to uncover which journeys convert to the highest level of profitability and customer attrition



Jean-Luc Ambrosi

Executive General Manager Marketing and Digital

2:50 pm - 3:20 pm Bringing Your Brand Personality to Life: How Bunnings Connected with Customers Through Community Engagement and New Brand Offerings

Steve Hoffman - Customer Experience Lead, Bunnings

Going from 60 to 130 contact centre agents in less than 6 months, Bunnings have undergone a significant transformation to drive digital customer engagement and online sales to retain customers. 

With a focus on customer communication and feedback, Steve Hoffman, Bunnings’ CX Lead, will showcase his company’s journey and key findings, as well as how they managed to acquire over 300,000 survey responses from customers in the space of a month – an increase from 30,000.

  • Remaining relevant amongst your customer base: keeping your teams aware of each of your brand offerings to illustrate a unified brand voice
  • Supporting customers through times of disruption to drive loyalty and support
  • Growing the contact centre to ensure clear, relationship-driven communication remains consistent for customers who can’t physically travel
  • Using sophisticated, enterprise-wide data points to drive internal proactivity and customer strategy



Steve Hoffman

Customer Experience Lead

3:20 pm - 3:50 pm Networking Break

3:50 pm - 4:20 pm Client-Led Interview

4:20 pm - 4:50 pm Going from Strategy to Implementation in Your Drive for VOC: Making Your Brand Name Synonymous with Positive Customer Experiences

Sommer Moore - Customer Experience Specialist, Boehringer Ingelheim
Donna Price - General Manager People and Culture, Melbourne Cricket Club

In times of disruption, re-designing strategy can be critical in driving an organisation’s BCP and maintaining internal efficiencies. However, the true challenge comes when we go from strategy to actual implementation.

Our panelists will discuss the journeys they’ve undergone in driving CX change across the organisation, and how CX leaders can actively implement change to boost customer loyalty and retention.

  • Creating efficiency in the delivery of a uniformed CX approach to drive change and customer experiences
  • Driving internal team awareness of brand offerings, voice and ongoing business changes in a constantly disrupted environment
  • Using new digital solutions to drive better, long term CX efficiencies across the organisation so tasks are completed quickly



Sommer Moore

Customer Experience Specialist
Boehringer Ingelheim


Donna Price

General Manager People and Culture
Melbourne Cricket Club

4:50 pm - 5:20 pm Strategy Design: Where Technology and Customer Experience Meet in Your Overall Brand Journey

As a highly personalized and relationship-driven company, Inspiration Paints have achieved a lot in their shift to virtual in light of the 2020 pandemic.

Joel Steel, Head of Marketing at Inspiration Paints, will deliver a case study on the work his team did to launch a full-scale ecommerce strategy. This led to an increase in sales and stronger brand loyalty over the last 12 months.

  • Having a clear map of the full customer journey to determine where automation will cut costs and where humans can complete the task more effectively
  • Trial and error: Ensuring you have room to make mistakes in the development of your upgraded CX strategy
  • Ensuring your digital solutions can account for shifts in customer sentiment and expectations to remain one step ahead
  • Embedding AI in your multichannel customer engagement platform to increase operational efficiency by up to 25%


5:20 pm - 5:30 pm Day One Conference Closing

5:45 pm - 7:00 pm Happy Hour Drinks