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

8:30 am - 9:00 am KEYNOTE: 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:

  • 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:
Sarah Graham, Head of Customer Experience Initiatives, at NAB

Sarah Graham

Head of Customer Experience Initiatives,
NAB

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

Bad news: Customers are indicating that their satisfaction with your CX has stalled. Why? Simply put, your CX strategy and the experiences they deliver are often misaligned with the real needs and values of your customers. How can you go deep to uncover the true drivers of customer engagement and loyalty? And how should you put your insights into action? Learn from some of the best and brightest in this interactive panel discussion.

Panellists:
Jill Baptist, Executive General Manager – Customer Futures, at IAG

Jill Baptist

Executive General Manager – Customer Futures,
IAG

Van Dissing, Program Director, Service Revolution Transformation, at BT Financial Group

Van Dissing

Program Director, Service Revolution Transformation,
BT Financial Group

Lisa Dowie, Chief Customer Officer, at PEXA

Lisa Dowie

Chief Customer Officer,
PEXA

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 PRESENTATION: FROM SPECIAL PROJECT TO BUSINESS AS USUAL – EMBEDDING CX WITHIN BT FINANCIAL THROUGH A CLEARLY DEFINED STRATEGY AND GREATER COLLABORATION

  • Collaborating to develop an opportunity pipeline (DVF)
  • Creating a future customer experience strategy that takes into account customer advocacy/ pain-points, and our internal service blue-print
  • Examples of how we’ve executed this approach to drive greater customer engagement
Van Dissing, Program Director, Service Revolution Transformation, at BT Financial Group

Van Dissing

Program Director, Service Revolution Transformation,
BT Financial Group

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 PRESENTATION: DRIVING LOYALTY AT CHOBANI THROUGH CX

  • Building a customer first culture
  • Creating powerful experiences and emotional connections with your customers
  • Engagement and influencing behaviour at scale
  • Future-proofing – finding the balance between human empathy and digital engagement
Olivia Dickinson, Digital & Communications Marketing Manager, at Chobani

Olivia Dickinson

Digital & Communications Marketing Manager,
Chobani

ROOM ONE

4:40 pm - 5:40 pm BrainWeave™ - Making it personal: How to engage and empower employees to deliver world class customer experiences
Moderator:
Kylee Clydesdale, Senior Manager, CX Capability and Transformation - Client Experience & Marketing, at AMP

Kylee Clydesdale

Senior Manager, CX Capability and Transformation - Client Experience & Marketing,
AMP

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 Networking Cocktails And Dinner