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.
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.
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!
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.
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.
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.
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.
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