Day Two 17 Mar 2021 - Wednesday

9:30 am - 10:15 am Case Study: Undergoing Internal Transformation to Create New Customer Orientated Capabilities

Emma Powell - Chief Customer Officer, Accident Compensation Corporation

ACC has undergone a significant transformation including creating new customer orientated capabilities, new resilient system infrastructure, new approaches to injury prevention and new ways of managing our clients and working with our partners and providers in the health system. It is vital that our internal culture is centred around the customer vision, to ensure both the customer experience and the outcomes are aligned. We have taken time to streamline our internal functions to optimise the investments we have made and continuously deliver value for our customers. Sound easy? Think again. This session will address:

  • The journey to customer centricity
  • Aligning purpose, strategy, brand and people
  • Obtaining insights and evidence to drive actionable change
  • Assessing how to measure the end-to-end customer journey through VoC and customer analytics
  • Using analytics to get ahead of the curve


Emma Powell

Chief Customer Officer
Accident Compensation Corporation

10:30 am - 11:15 am Unlocking Value and ROI from Customer Analytics, Real-Time Guidance and AI in a Virtual & Hybrid World

Mat Austin - Senior Retail Operations, Ergon Energy Retail
Cameron Adams - Director Solution Consulting, NICE

With customer expectations evolving at rapid pace, and a global shift towards virtual and hybrid working, contact centres are turning to analytics to generate actionable insights and power customer experiences, quality and ROI.

Hear from Mat Austin, Senior Retail Operations at Ergon Energy Retail and Cameron Adams, Director Solution Consulting at NICE and discover cutting-edge strategies for powering your CX through analytics and AI including:

  • Navigating the future of AI & analytics in contact centres – the past, present and exciting bright future
  • Powering customer experience and ROI with real-time analytics and coaching – your exclusive look at our world-first real-time guidance solution for contact centres
  • Revolutionising coaching and quality management in our new virtual and hybrid working environment
  • NICE Analytics roadmap including our cloud offering, quality management, integrations and more
  • Marrying automation and analytics for truly remarkable CX
  • Ergon Energy Retail’s analytics journey and how to successfully drive value from customer data and insights

Mat Austin

Senior Retail Operations
Ergon Energy Retail


Cameron Adams

Director Solution Consulting

11:30 am - 12:15 pm Building a Customer-Driven Company: 5 Pillars of Success

Janelle Estes - Chief Insights Officer, UserTesting

Providing great Customer Experience (CX) is not a "nice to have"; if companies want to remain competitive, it's a requirement. Yet providing a great customer experience is only possible with a strong customer-centric organization, and for many companies, this requires a transformation in how they do business. In this session, we will discuss the varying levels of CX maturity as well as the 5 pillars needed to build a strong customer-centric organization


Janelle Estes

Chief Insights Officer

12:30 pm - 1:15 pm Next level CX: Creating a Unified View Across Your Brand, Market & Customers

Benjamin Soubies - Managing Director, Asia Pacific & Japan, Talkwalker
  • How 2021 will continue being a year of change and why businesses need to constantly increase customer connections
  • Why brands need to start adapting the full potential of data and VOC in designing a customer-centric experience
  • Examples of how to take your strategy to the next level with unified conversational intelligence

Benjamin Soubies

Managing Director, Asia Pacific & Japan

1:30 pm - 2:15 pm EX for CX People!

David Lambert - Principal, Asia Pacific, Medallia

We all know that happy employees deliver happy customers. But, building an effective and integrated EX+CX program requires careful planning and support from your HR colleagues.


Never fear because there are 3 fast and practical things that all CX professionals can start doing to get employees to supercharge your customer experience efforts. 


David Lambert

Principal, Asia Pacific

2:30 pm - 3:15 pm Understanding Customer Value Without Losing the Human Touchpoints

Gabrielle Dracopoulos - Head of CX, Intuit

Gabrielle Dracopoulos

Head of CX