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

8:40 am - 9:10 am KEYNOTE: 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

9:10 am - 9:40 am PRESENTATION: CX IN AN AGILE ORGANISATION

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

Jenni Taylor

Head of Customer Strategy and Experience,
Pepper Money

Joanne Thrift, Chief Customer Experience Officer, at Pepper Financial Services Group

Joanne Thrift

Chief Customer Experience Officer,
Pepper Financial Services Group

ROOM ONE

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

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 PRESENTATION: 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 outcomes.

  • 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 - 2:50 pm Lunch & Networking Break

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

Paul Jenzen

Senior Manager CRM & Customer Experience,
Hyundai Motor Company Australia

Timothy Naylor, Head of Customer Strategy & Insights, at AGL Energy

Timothy Naylor

Head of Customer Strategy & Insights,
AGL Energy

Jay Sellick, Chief Customer Officer, at Sportsbet

Jay Sellick

Chief Customer Officer,
Sportsbet

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