Redesign to Align with the New Business Priorities Post Pandemic

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

Hybrid Day Two: Thursday, 20 May 2021

8:45 am - 9:00 am Conference Day Two

9:00 am - 9:30 am We Have the Data & We Designed A Strategy. Now What? Becoming the Thread that Ties the Company-Wide CX Ecosystem Together

Todd Stevenson - Chief Customer Officer, Colonial First State Super

Colonial First State’s Chief Customer Officer, Todd Stevenson will present how his organiation has worked to remove internal siloes and ensure CX becomes a uniformed strategy that drives every level of the organisation.

Learn how you too can drive CX across every area of the organisation to guarantee stronger internal dialogue and strategy implementation.

  • Tying the customer ecosystem together to ensure company-led initiatives are supported across every department
  • Educating departments who are not historically CX-driven on the role of the CX function and their critical place within the business
  • Growing company and brand revenue in times of change through clear upselling and communication strategies



Todd Stevenson

Chief Customer Officer
Colonial First State Super

9:30 am - 9:40 am Voice of the Audience Segment

9:40 am - 10:10 am Contact Energy Strategy Journey: Using Customer Experience as the Trojan Horse to Transformation

Tighe Wall - Chief Digital Officer, Contact Energy

When Tighe Wall, Chief Digital Officer of Contact Energy, first joined the team, he was tasked with ensuring the organisation became best in class from a digital and CX perspective. 

12 months later and the team have rolled out new initiatives to ensure their CX, service design and UX team were each able to build on the capabilities required to improve customer journeys and the overall CX structure of the organisation.

By tracking progress in digital self-service interactions, NPS and building a richer CX framework, learn how Contact Energy have improved customer loyalty and retention during times of change.

  • Driving enterprise-wide change: Getting existing siloes recognising long-term efficiencies in customer experience requirements
  • Improving the end-to-end customer journey through the right levels of AI and digital transformation 
  • Delivering strategic enablers for data insights and advanced analytics
  • Advancing customer personalisation initiatives to maintain brand loyalty and reputation



Tighe Wall

Chief Digital Officer
Contact Energy

10:10 am - 10:40 am Client-Led Interview

10:40 am - 11:10 am Networking Break

Disruption Clinics: Rethinking Your CX Strategy in the Post-Pandemic Era

Join us for our disruption clinic as we benchmark against leaders in this space. 

Pick 2 roundtables you would like to attend based on the below topics!

Topic One

11:10 am - 12:40 pm Data and privacy in ANZ’s energy sector – What’s in it for customers?
Andrew Kerr - Head of Policy, Regulation and Markets, Powerco



Andrew Kerr

Head of Policy, Regulation and Markets

Topic Two

11:10 am - 12:40 pm The move to digitisation for better customer connections— Where to begin?
Sandeep Khera - Former General Manager Global Service Delivery, Commonwealth Bank



Sandeep Khera

Former General Manager Global Service Delivery
Commonwealth Bank

Topic Three

11:10 am - 12:40 pm Level Up Your CX Strategy through HCD – Driving Stronger Brand Equity and Voic
Yvette Mihelic - Director Customer Experience, John Holland Group



Yvette Mihelic

Director Customer Experience
John Holland Group

12:40 pm - 1:40 pm Networking Break

1:40 pm - 2:10 pm Delivering Consistent and Seamless Transport Services Behind the Scenes at John Holland Group

Yvette Mihelic - Director Customer Experience, John Holland Group

In the past, when the transport sector looked at customer experience, it would be centred around the experience a person had when they were physically on the actual transport vehicle. Over the past 18 months, however, John Holland Group have worked to map the full customer journey, from when a person is home, to the station, to their end destination.

By looking at this interchange and full customer experience, they have been able to work with their partners to improve transport services and plan for future customer initiatives and operations.

Hear Yvette’s story and the complexities that were involved in transforming the customer experience at John Holland Group.

  • Ensuring the reliability and timeliness of public transport— working with partners to ensure standards are delivered in a way that is systemic 
  • Moving towards human centred design approaches and persona mapping for the end to end customer journey
  • Centralising crisis control – standardizing processes in the wake of shifting disruption to ensure delivery of positive customer experiences is maintained



Yvette Mihelic

Director Customer Experience
John Holland Group

2:10 pm - 2:40 pm Where CX Meets Student Acquisition at La Trobe University: Integrating Experiences Across Sales and Marketing

Mark Young - Senior Manager Student Recruitment and CX, LaTrobe University

Mark Young will present on the work he and his team have undergone to drive student acquisition during times of disruption. With many universities forced to pivot to digital platforms in 2020, La Trobe University worked to implement countless digital initiatives to maintain student engagement.

This, today, is assisting them in the acquisition of new students in delivering new, non traditional offerings to suit all student profiles.

  • Growing your student brand across different markets – how to understand different markets when you are so far removed
  • Developing new digital initiatives within the contact centre to drive sales and seamless student experiences
  • Using the right metrics to track student recruitment and conversion rates 



Mark Young

Senior Manager Student Recruitment and CX
LaTrobe University

2:40 pm - 3:10 pm Networking Break

3:10 pm - 3:40 pm Never Taking Customers For Granted: Recognising Future Trends and Business Risk if CX Does Not Remain Priority

Michael Dart - Executive General Manager – Customer, Energy QLD

This session, led by Energy Queensland’s Michael Dart, will delve into the importance customer experience plays today in the energy market, even for government-based organisations.

By focusing strongly on customer experience initiatives, Energy QLD have been able to remain one step ahead of future competition and drive more efficient services across the wider organisation.

  • Reframing customer propositions to ensure customer communication remains clear amongst shifting company strategies
  • Reducing the number of touchpoints to ensure customers know who to contact when they have an enquiry 
  • Never remaining stagnant: Using CX to drive future competition in order to compete in the marketplace
  • Redefining the gap between customer, energy retail and government entities when assessing communication strategies



Michael Dart

Executive General Manager – Customer
Energy QLD

3:40 pm - 4:10 pm CX at Accent Group: Ensuring the Retail Floor and Corporate Head Office Interact through the Same Customer-Led Mindset

Michelle Yanez-Olivares - Head of Customer Experience, Accent Group

The 2020 pandemic forced many retailers to expand their digital services and saw more people embrace the convenience of online shopping. This, however, was not as easy behind the scenes as it seemed.

Michelle Yanez, Head of CX at Accent Group, will illustrate her team’s journey over the past 18 months in digitising their online stores, as well as getting company buy-in on the value of CX – both within head office as well as on retail floors.

  • Implementing virtual retail in a historically brick and mortar store environment to cater to changes in customer buying behaviours
  • Applying new digital tools such as livechat in order to support changes within the workforce Driving advocacy through word of mouth and social media to increase your share of wallet
  • Going from strategy design to implementation: how to ensure you’re set to deliver your 2021/22 strategy on time



Michelle Yanez-Olivares

Head of Customer Experience
Accent Group

4:10 pm - 4:40 pm Creating Local Community Connections to Shape Memorable Brand Moments

Amanda Behre - Head of Marketing, Gumtree

As consumer shopping behaviours continue to evolve, Australians have increasingly leaned on each other for support. As a community marketplace, Gumtree has been a beacon in galvanizing these important local community connections.

Amanda Behre, Head of Marketing at Gumtree, will discuss the importance of maintaining a unified brand voice within the organisation, and creating marketing initiatives that inspire community connection. She will discuss her company story, and how the first step to becoming an experience centre is to be agile and ensure your brand messaging remains consistent.

Learn how to offset the pressures present during moments of mass disruption and shift your organisation to be one with the community


Amanda Behre

Head of Marketing

4:40 pm - 4:50 pm Conference Closing