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




Strategy, Technology and Innovation for CX Driven Competitive Advantage
As a CX Leader within a large organisation in a competitive market, you’re fighting the uphill battle of keeping customers satisfied, winning new business and promoting the importance of a strong CX strategy.
But with recent industry reports indicating that only 23% of companies have seen tangible results from their CX investment, serious questions are being asked by those in senior positions around the value being provided by CX programs.
The truth is, real CX transformation is hard. It requires strong leadership, sound strategy, financial commitment, good people and organisational alignment.
At the 3rd Annual CX Leaders Exchange, we’re bringing together 50 Australasian CCOs and CX executives to get inspired, and learn the latest strategies for CX transformation.
This is the best place to get insight into the latest CX market trends, hot topics and find out which technologies, data and analytics and operational changes will make a real difference. This event offers inspiring stories, real-life customer case studies and great networking opportunities.
2019 KEY THEMES INCLUDE

CX ROI:
Define the best CX measures, metrics and business value for your organisation

CULTURAL CHANGE:
Learn how to incorporate and share feedback and insights across the company to improve the customer experience

CX DESIGN & USER EXPERIENCE:
Hear how to design products or services with the customer or user experience at the forefront of decision-making

CUSTOMER JOURNEY MAPPING:
Get insights on how to use CJM to really understand the end-to-end journeys of your customers

CUSTOMER EMOTIONS:
Understand how to go beyond NPS and other basic metrics to really understand customer needs and experiences

ORGANISATIONAL CX:
Hear strategies on how to join functions, departments and capabilities together to deliver a consistent, meaningful customer experience

DEEP PERSONALISATION:
Get the latest examples on how to successfully treat each customer as an individual to earn customer trust and loyalty
Past Attendees Say it Best
Highlights of Customer Experience Leaders Exchange 2018
The Exchange Format
KEYNOTE ADDRESSES
Pioneering industry speakers, capable of ifiluminating opportunities for business transformation address the whole audience at the open and close of each day.
1:1 BUSINESS MEETINGS
Each 30 minute meeting is set with the goal of exploring solutions to current challenges and examining the potential for future business partnerships. Consultative meetings are scheduled at the request of delegates and solution providers subject to business requirements and are the perfect opportunity to meet in a relaxed environment.
NETWORKING OPPORTUNITIES
Delegates often tell us that the new network of contacts they form is one of the most valuable ongoing benefits of their participation. Because of the unique structure of the event the networking is not accidental and the shared problem solving results in a depth of contacts impossible to achieve at other events. With the combination of solution providers, speakers and delegates sharing their information and services, the exchange of contacts and ideas continues long after the event.
BRAINWEAVES
Exchange discussions move beyond the talk... by combining innovative experience, positive trends are kicked into action, failing trends are terminated and visions are created along with plans for implementation. Your particular issues are put under the spotlight and with an open mind you can embrace the potential solutions that will emerge through group discussions.
Why the Exchange is Different
INVITE ONLY EVENT
Access exclusively limited to Chief / Director / General Manager / Head of Customer Experience only from ASX 200, multi–nationals and the largest government agencies, so you can forge relationships with executives of the highest credentials.
EXPAND KNOWLEDGE AND THOUGHT LEADERSHIP
Conference and discussion sessions led by absolute thought leaders sharing case studies, best practices and updates most relevant to your current priorities.
SOLVE YOUR BIGGEST CHALLENGES
Access exclusively limited to Chief / Director / General Manager / Head of Customer Experience only from ASX 200, multi–nationals and the largest government agencies, so you can forge relationships with executives of the highest credentials.
TIME-EFFECTIVE WAY TO COMPARE LEADING PROVIDERS
Meet and compare all the industry leading solution providers relevant to your business needs in only three days in a productive format.
ONE-ON-ONE MEETINGS WITH SOLUTION PROVIDERS
Your chance to discuss your organisational requirements, ask questions, and tailor solutions to your business needs.
NO EXHIBITION BOOTHS
Focused collaborative meetings with market leading solution providers and top-tier executives.
EXCLUSIVE RETREAT-STYLE FORMAT
Each attendee is expected to be available for the full two-and-a-half days at the Exchange’s exclusive hotel setting, accompanied by two nights complimentary accommodation and meals. This guarantees almost 72 hours of valuable social engagement.
DELEGATE PROFILING
Every attendee will be profiled to ensure a personalised itinerary and customised experience.
Why Sponsor?
Speak to the Right People at the Right Time
Every attendee has to go through a 30 minute interview where they have to explain their planned investments over the next 6-12 months. This information is made available to you in advance to allow to prepare effectively. This ensures that your top sales people are speaking to the right people, at the right time.
EXCLUSIVE SENIOR AUDIENCE ONLY
- Executive attendance from ASX 200, multi–nationals and largest government agencies only
- Industry Leading Solution providers
- Inspiring Speakers and Thought Leaders
PRE-ARRANGED BUSINESS MEETINGS WITH QUALIFIED PROSPECTS
- Sponsors identify and are matched with the clients they want to meet
- Sponsors select 6-8 Attendees with whom to have private one-on-one meetings during the Exchange
- Sponsors will get the opportunity to offer relevant solutions to top prospects
- Build relationships with industry leaders who can make critical decisions on the future of their contact centre transformation
DELEGATE PROFILING
- Every attendee will have a personalised itinerary for the full two days tailored to their business needs
- To make this happen, all delegates will be profiled beforehand by our expert Delegate Acquisition Director
EXCLUSIVE RETREAT-STYLE FORMAT
- Each attendee is expected to be available for the full two-and-a-half days
- Attendees will receive complimentary accommodation and meals at the Exchange’s exclusive hotel setting
- This guarantees almost 72 hours of valuable social engagement
Attendee Qualification Criteria
We qualify all attendees on job function, strategic responsibility, and budgeting authority to ensure you’re guaranteed to meet and engage with an elite group within the contact centre industry.
To learn more about our Attendee Qualification Criteria, please get in touch with us below!
Enquire as a Delegate
Astrid Dator
Delegate Acquisition Manager
astrid.dator@iqpcexchange.com
02 9229 1000
Enquire as a Sponsor
Dan Godfrey
Exchange Partnerships Director
dan.godfrey@iqpcexchange.com
02 9229 1050