20 - 22 November, 2019 | RACV Goldfields Resort, Ballarat, VIC

Exchange Day One: Thursday, 21st November 2019

7:45 am - 8:20 am Breakfast & Registration

8:20 am - 8:30 am Chairperson’s Opening Remarks

Paul Jenzen, Senior Manager CRM & Customer Experience, at Hyundai Motor Company Australia

Paul Jenzen

Senior Manager CRM & Customer Experience,
Hyundai Motor Company Australia

8:30 am - 9:00 am BUILDING AND EXECUTING YOUR CX STRATEGY IN AN ROI DRIVEN WORLD

Translating customer engagement, VoC and Journey Maps into business results is a challenge for most organisations. The C-Suite and other stakeholders need to understand how CX delivers clear business results in order to prioritise and invest in the CX Strategy. In this presentation you will learn how to:

Learn how to how to build and communicate a CX Value Story so your organisation, and each key stakeholder, understands the value of delivering a great customer and employee experience. In this presentation hear how to:

  • Define the best CX measures, metrics and business value for your organisation
  • “Connect-the-dots” from CX program, to metrics improvement, to business results
  • Embed structure for CX benefits into your internal processes and governance
  • Build your communication message to the C-Suite to secure funding for your CX program
  • Think differently about business results and ROI
Jill Baptist, Executive General Manager – Customer Futures, at IAG

Jill Baptist

Executive General Manager – Customer Futures,
IAG

9:00 am - 9:30 am STAYING DIGITALLY RELEVANT AND IMPROVING CX

As every CX professional knows, supporting multiple customer interaction channels without a cohesive strategy leads to frustration and churn. And even the most well-built CX strategy will fall apart without integrated technologies to support it. You can transform with a great focus on CX - but what do you do if it all goes wrong?

In this session hear how Vicinity Centres is moving from a digital immigrant position to optimise the omni-channel experience to consumers on the front end, while at the same time simplifying back-end management, collecting consumer data and their response when things don’t go to plan.

David Henderson, Director, Marketing, at Vicinity Centres

David Henderson

Director, Marketing,
Vicinity Centres

ROOM ONE

9:30 am - 10:30 am BrainWeave™ - The pivotal role of trust and how CX can help
Moderator:
Andrew Farries, Director – CX Consultng at Confirmit

Andrew Farries

Director – CX Consultng
Confirmit

ROOM TWO

9:30 am - 10:00 am One-to-One Business Meetings

ROOM TWO

10:00 am - 10:30 am One-to-One Business Meetings

10:30 am - 11:00 am Morning Tea & Networking Break

11:00 am - 11:40 am Using Causal Insights to Drive CX ROI

The session will cover the role of insights in a CX program. And how organisations can use these insights to create a culture of data driven decision making. From journey mapping to predictive analytics this session will attempt to map the role of insights across the stages of program maturity.

Vidya Venugopalan, Global Head - Insights & Analytics at Cisco ( Previously CloudCherry)

Vidya Venugopalan

Global Head - Insights & Analytics
Cisco ( Previously CloudCherry)

ROOM ONE

11:40 am - 12:40 pm BrainWeave™ - Beyond Listening to Understanding: Capturing the Voice of Your Customer
Moderator:
Elyssia Clark, Head of Customer Insights & Analytics, at SEEK Limited

Elyssia Clark

Head of Customer Insights & Analytics,
SEEK Limited

ROOM TWO

11:40 am - 12:10 pm One-to-One Business Meetings

ROOM TWO

12:10 pm - 12:40 pm One-to-One Business Meetings

12:40 pm - 1:40 pm Lunch & Networking Break

1:40 pm - 2:10 pm How to convert insights into brand love - Driving rapid growth and engagement via strategic marketing automation

With an NPS score that now exceeds 80>, Afterpay has built a multi-channel, customer first insights & personalisation engine through its CRM and data systems that guides its next move. These systems are now leveraged to build everything from intricate customer journey mapping to world-class personalisation innovations from the ground up. The blend of this CX engine and being incredibly customer first, has been the key to Afterpays global expansion and helps continue to the rapid growth journey of this now $5bn company.

In this session, hear how Afterpay has organically built a community of customers who genuinely “love the way they pay”.
Frazer Adnam, CRM Marketing Director, at Afterpay

Frazer Adnam

CRM Marketing Director,
Afterpay

2:10 pm - 2:40 pm HYUNDAI AUSTRALIA’S DATA-DRIVEN APPROACH TO DRIVING CUSTOMER EXPERIENCE OUTCOMES

  • Learn how Hyundai used their customer insights platform, new digital touchpoints and staff engagement programs to drive real change for the Hyundai Customer Experience
  • Understand how Hyundai approached their CX challenges and explore the concepts of ‘CX incrementalism’ vs ‘CX transformation’.
Paul Jenzen, Senior Manager CRM & Customer Experience, at Hyundai Motor Company Australia

Paul Jenzen

Senior Manager CRM & Customer Experience,
Hyundai Motor Company Australia

ROOM ONE

2:40 pm - 3:40 pm What’s the Best CX Metric?
Moderator:
Candice Pendergast, Head of Customer Insights, at Harvey Norman

Candice Pendergast

Head of Customer Insights,
Harvey Norman

ROOM TWO

2:40 pm - 3:10 pm One-to-One Business Meetings

ROOM TWO

3:10 pm - 3:40 pm One-to-One Business Meetings

3:40 pm - 4:10 pm Afternoon Tea & Networking Break

4:10 pm - 4:40 pm PERSONALISING CUSTOMER EXPERIENCES AT SCALE

Sportsbet is Australia’s number 1 online wagering organisation. Hear from Jay Sellick as he shares the strategy and initiatives that is putting Sportsbet at the forefront of the digital customer experience. 

  • Managing customer experience from an omnichannel perspective
  • Using automation to extend capabilities
  • Focusing on customer satisfaction over efficiency
  • Maintaining customer experience across an ecosystem
Jay Sellick, Chief Customer Officer, at Sportsbet

Jay Sellick

Chief Customer Officer,
Sportsbet

ROOM ONE

4:40 pm - 5:40 pm BrainWeave™ - Operationalising CX in a corporate setting
Moderator:
Ashley McVey, Manager, CX Strategy at NAB

Ashley McVey

Manager, CX Strategy
NAB

ROOM TWO

4:40 pm - 5:10 pm One-to-One Business Meetings

ROOM TWO

5:10 pm - 5:40 pm One-to-One Business Meetings

5:40 pm - 5:40 pm Wine & Cheese Tasting And Dinner

Sponsors:
Zendesk