Conference Day One
Wednesday 11 November 2015
Click here for Pre-Conference Learning Sessions
08:15 Registration and welcome coffee
08:50 Opening remarks from the Chair
Janet McColl-Kennedy, Professor of Marketing, University of Queensland, and Visiting Professor, University of Cambridge, UK
Leadership and how to establish the right culture to balance customer, employee and business needs
09:00 Research Partner Keynote Address: The state of customer experience
- Why customer experience has become the top strategic imperative for today’s leading companies
- Where customer experience is on its maturity path and where it is heading
- What are the key disruptors driving the customer experience journey of tomorrow?
- The culture effect - is your customer experience strategy built to last?
Tom McCann, Senior Research Analyst, Customer Experience, Forrester
09:30 Keynote Address: Fostering an environment of creativity, innovation and empowerment to make both internal and external customers raving fans of your brand
- Merging the marketing and business strategies and defining the operating model to achieve becoming one of Australia’s most recommended brands
- Identifying the customer strategy pathways from product design to experience design that lead to business value
- Simplifying the technology and infrastructure needed to bring innovative services to market
- Recruiting for agility, to meet the pace of change in the industry
Amanda Hutton, Vice President, Customer Experience and Delivery, Optus
10:00 Panel Discussion: Innovate, transform or disrupt - how do you drive change in your business to ensure your customers are at the heart?
- How are organisations successfully creating an end-to-end relationship with the customer without losing to business processes that cross many departments and territorial boundaries?
- Leadership, collaboration and best practices in implementing the CX strategy
- Examples of pivotal enabling leader activation strategies to successfully drive the change throughout the organisation
Panel Moderator
Janet McColl-Kennedy, Professor of Marketing, University of Queensland
Panellists
Rachna Gandhi, Executive Director, Service Delivery, Servce NSW
Munib Karavdic, Director, Design and Innovation, AMP
Beverly Smith, Chief Customer Officer, Feros Care
Anouche Newman, Chief Executive Officer, Customer Service Insitute of Australia
Jeremy Swartz, Vice President, Asia Pacific and Middle East Africa, Thunderhead
10:45 Morning tea
11:15 Demystifying Voice of the Customer - A 6-step how to guide
- How to bridge the gap between what companies and their customers define as superior customer experience
- Defining the what, why and how of a Voice of the Customer (VoC) program as a 6-step how to guide to help organisations improve their VoC programs
- Case study: How JetBlue, an American Airline, took advantage of building a more robust VoC program and transformed their customer experience
Bill McMurray, Managing Director APAC, Qualtrics
Leadership stories from the frontline - driving the transformation to a truly customer-focussed organisation
Most organisations start with great passion and a commitment to create exceptional customer experiences, yet few customer experience programs deliver and most end up at a very tactical level. These companies will disclose their customer experience transformation blueprint and discuss how they overcame their obstacles to become market leading customer-centric organisations.
11:35 The relentless quest - a CEO’s perspective on customer experience transformation
- The role of the CEO in driving the customer experience transformation across the organisation
- How to re-engineer a traditional company to provide the 1st class experience the brand promises customers?
- How to establish goals and what it takes to achieve them
- Signing up for the long-haul of company-wide transformation
Paul Scurrah, Chief Executive Officer, DP World Australia
12:05 Case Study: Building a customer and user experience strategy that can adapt to rapidly evolving customer expectations in the digital world
- A brief look at how the way in which business’ interact with their customers has evolved and will continue to do so
- How data and analytics will be increasingly important for organisations who want to keep up with customer trends
- Aligning various internal departments to avoid ‘silos’ to ensure a consistent customer strategy across the organisation
- Ensuring the team is up to the task – hiring, training and encouraging to ensure your team is able to keep pace with a changing customer strategy
- How IAG is changing the way in which they interact with their customers and partners through innovative processes, products and services
Scott Gunther, National Manager, Customer & Partner Experience, IAG
12:35 Networking Lunch
13:35 Implementing the customer experience strategy of tomorrow - removing barriers that impact customer relationships
- Delivering on new business models, based on customer KPIs to drive growth and profitability
- Disrupting internal legacy systems and processes to become better equipped to respond to changing customer expectations
- Creating a culture the promotes new ideas to help ensure the business model stays relevant to end user
Samantha Bartlett, General Manager - Customer Experience, Australia Post
14:05 Case Study: Transforming a service focused company into a customer-driven organisation
- NRMA’s transformation 2020 Project - providing insights to Member needs
- Disrupting internal legacy systems and processes to become better equipped to respond to changing customer expectations
- Creating a culture the promotes new ideas to help ensure the business model stays relevant to the end user
Rene van der Loos, General Manager Living Well Navigator and Emerging Businesses, NRMA
14:35 Case Study: Defining and leading business model transformation with our Customers
- Embedding customer evidence as the corporate strategy to improve revenue and EBITDA
- Ideating, co-designing, prototyping and developing a range of future business models with a 3 to 5 year time horizon, including digital models
- Customer, culture, communication and change: shifting a supply-side bias to demand-led
- How to drive ambidextrous leadership across dual growth strategies
Beverly Smith, Chief Customer Officer, Feros Care
15:05 Afternoon tea
Embedding an employee-engaging transformation as a key strategy in your customer-centric business model
The primary focus of CX in 2016 will be centred on employee engagement efforts
A major challenge for the year ahead is to continue to centre the organisation - and every employee - on the customer. Driving cultural change to put everyone in the journey is defining most forward-thinking organisations CX ecosystems.
15:35 Driving customer centricity within the organisation - where customer experience and employee engagement converge
- The business case for putting employee experience at the centre of your corporate strategy - how employee engagement influences the customer experience and how that experience drives business results
- The new branding and productivity paradigm - why brand and culture need to be treated as one
- How to create more valuable customer experiences over and over again - identifying the critical steps
Sean Hall, Head of Customer and Employee Experience, Livehire, and Former General Manager Employee Experience, Telstra
16:05 Panel Discussion: What happens when delivery on the CX strategy requires an organisation to reinvent its ingrained practices and staff attitudes?
- Understanding the critical success factors of a cultural change implementation
- Key lessons learnt in the transformation experience from different perspectives: public sector and corporate sector
- Best practices on how leading organisations are empowering their employees to lead the CX strategy
Panel Moderator
Janet McColl-Kennedy, Professor of Marketing, University of Queensland
Panellists
Jamie Hollamby, General Manager Business Services, SA Water
Sean Hall, Head of Customer and Employee Experience, Livehire, and Former General Manager Employee Experience, Telstra
Yvette Mihelic, Program Director Customer Channel Transformation and Delivery, Transport for NSW
Kendra Strudwick, Lead Facilitator & Coach, NeuroLeadership Institute
16:50 Closing remarks from the Chair
17:00 End of Day One and networking drinks