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

Exchange Day Two: Friday, 22nd November 2019

8:00 am - 8:30 am Breakfast & Registration

8:30 am - 8:40 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

8:40 am - 9:10 am 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
Jay Sellick, Chief Customer Officer, at Sportsbet

Jay Sellick

Chief Customer Officer,
Sportsbet

Agile transformations are occurring across hundreds of organisations in ANZ, and you may be next. Learn why the Voice of Customer and Employee is integral to an Agile organisation, and how to improve customer experience while scaling during an Agile transition.

Charles Weiser, Head of Customer Experience, Digital Consumer Group, Consumer Australia, at Optus

Charles Weiser

Head of Customer Experience, Digital Consumer Group, Consumer Australia,
Optus

ROOM ONE

9:40 am - 10:40 am BrainWeave™ - Why AI is Changing How Companies Manage Customer Experience

ROOM TWO

9:40 am - 10:10 am One-to-One Business Meetings

ROOM TWO

10:10 am - 10:40 am One-to-One Business Meetings

10:40 am - 11:10 am Morning Tea & Networking Break

11:10 am - 11:50 am How to Drive CX ROI with a Connected Service Experience

Delivering an end to end customer experience (CX) is challenging. Your customers expect an effortless, connected experience. Most top management teams want tangible financial results from a CX program.

Customer service is where you can show improved customer experience results in a real, measurable return on investment. Put another way, what is the cost to your business today of delivering a disconnected service experience?

  • The role of journey mapping in identifying and fixing customers’ points of friction
  • Aspects to consider when calculating the expected ROI of a connected service experience
  • Tips for getting support from management and buy in from other teams in your organization
Scott McMillan, Advisory Principal, CX Leader at ServiceNow

Scott McMillan

Advisory Principal, CX Leader
ServiceNow

ROOM ONE

11:50 am - 12:50 pm BrainWeave™ - Using Empathy To Build Better Experiences
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

11:50 am - 12:20 pm One-to-One Business Meetings

ROOM TWO

12:20 pm - 12:50 pm One-to-One Business Meetings

12:50 pm - 1:20 pm MEASURING CUSTOMER EXPERIENCE BEYOND NPS

A disciplined and effective customer experience measurement program is essential to understand which parts of the customer experience are working and which parts need to be improved. 

Understanding the key customer experience metrics and applying them at appropriate stages with customers is paramount. 

In this session, Tim will outline what AGL is doing to measure what’s important, and to drive better customer outcom

  • How to select the right business/CX metrics for analysis
  • Choosing an end goal 
  • Establishing what metric to use to measure progress toward that goal and defining a target in quantifiable terms 
  • Keeping your business’s key performance indicators (KPI) in mind 
  • The importance of thinking like your customers
Timothy Naylor, Head of Customer Strategy & Insights, at AGL Energy

Timothy Naylor

Head of Customer Strategy & Insights,
AGL Energy

1:20 pm - 2:20 pm Lunch & Networking Break

2:20 pm - 2:50 pm BREAKING DOWN SILOS AND DEMONSTRATING VALUE FOR YOUR CUSTOMER EXPERIENCE PROGRAM

Getting buy-in from your senior management is one of the biggest challenges faced by CX practitioners. This presentation will explore innovative ways to produce tangible results and a clear ROI for your CX efforts, while bridging the gap between silo-ed
departments.

  • Getting top-level support and executive engagement
  • Breaking down silos to create a holistic CX vision
  • Transforming your business to get organizational buy-in across operations, marketing, sales, etc
Joanne Thrift, Chief Customer Experience Officer, at Pepper Financial Services Group

Joanne Thrift

Chief Customer Experience Officer,
Pepper Financial Services Group

Jenni Taylor, Head of Customer Strategy and Experience, at Pepper Money

Jenni Taylor

Head of Customer Strategy and Experience,
Pepper Money

The emergence of new channels, new customer behaviours, new design breakthroughs, new customer expectations and new sources of customer data offer new opportunities to improve the CX and create competitive advantage by putting customers first.
 
Companies that offer best-in-class customer experiences grow faster and more profitably. To reach this level, they must relentlessly improve customer journeys across channels and business functions.
 
In this closing panel session, we’ll take a look back at the evolution of CX over the last 5 years, and provide insights into where things are heading in the next 5 years.
Timothy Naylor, Head of Customer Strategy & Insights, at AGL Energy

Timothy Naylor

Head of Customer Strategy & Insights,
AGL Energy

Olivia Dickinson, Digital & Communications Marketing Manager, at Chobani

Olivia Dickinson

Digital & Communications Marketing Manager,
Chobani

3:30 pm - 3:45 pm Chairman’s Closing Remarks & End of Exchange