Conference Day Two - Wednesday 23 November 2016
Click here for Post-Conference In-depth Learning Sessions
08:30 | Welcome coffee
08:50 | Opening remarks from the Chair
Brandon Gien, Chief Executive Officer, Good Design Australia
09:00 | CASE STUDY: DESIGNING A SINGLE CUSTOMER EXPERIENCE ACROSS EVERY CHANNEL
- Achieving the next level of customer experience in today’s beauty industry
- Understanding what matters most to customers and going beyond the traditional customer experience at the point of sale
- Replicating the one-to-one POS experience across distribution channels
- The critical role of social media - planning for future infrastructure and exploring new avenues and keeping track of new technologies even before they are launched
Emma Williamson, Director Customer Experience, L’Oreal
Christophe Eymery, Head of Digital, L’Oreal
09:30 | Key findings and latest research on multiple-channel experience strategy in Australia
- Identifying the challenges and obstacles that multi-channel organisations face when deploying a successful omni-channel strategy
- What are the main disconnects between omni-channel tactics and consumer requirements?
- How to move past common barriers in omni-channel initiatives
Steve Nuttall, Research Director, Fifth Quadrant
10:00 | Blending the physical with the digital
- Creating a smart physical environment for the consumer who is increasingly expecting a seamless physical and digital experience
- Understanding the physical and digital dimensions of the customer journey
- How the physical environment can to adapt to a multi-dimensional landscape
Robbie Robertson, Founder, MashUp
Partner, Spatial & Brand Experience, Deloitte
Mandy Chambers, Head of Retail Marketing, NAB
10:30 | Morning tea
GAINING COMPETITIVE ADVANTAGE THROUGH TARGETING CUSTOMERS’ COGNITIVE AND BEHAVIOURAL RESPONSE
11:00 | Bringing the voice of the customer into the building: Building customer empathy within an organisation at all stages of the design process.
- Exposing the design process to connect employees with customers
- Creating an emotional connection and alignment through storytelling
- Using feedback loops to improve the process
Phil Walters, UX Manager, MYOB
11:30 | Neuromarketing in practice - 5 key factors driving consumer decision making
- Understanding the real role of emotions in branding and decision making
- Insights into consumers’ view of the brand promise and current perceptions of delivery
- Attention to Zizzle - how to make attention, reward, cost, risk and delay discounting work for your CX strategy in the digital age
Pascal Bourgeat, Director of Behavioural and Cognitive Science, Ipsos Australia
12:00 | How well brands in Australia use the customer experience to create and sustain customer loyalty?
- An overview of the finds of the 2016 Customer Experience Index (CX Index™) data for Australia
- Understading how well each brand's CX strengthens the loyalty of its customers
- Assessing industry wide CX score improvements in multiple markets around the world – and benchmarking Australian brands position
- Examining the results, putting the spotlight on the CX leaders, and explaining what companies need to do drive gains
Tom Champion, Senior Analyst, Forrester
12:30 | Networking lunch
FROM INSIGHT TO IMPACT - MEASURING THE OUTCOME OF EXPERIENCE DESIGN INVESTMENTS
13:30 | Measuring the impact of design on business
- Defining what you are measuring and what your processes for measurement are, to bridge the communication gap between designers, brand and business management
- Seeing design’s utility move beyond the design and delivery of aesthetics and product/service functions into the realm of experience-driven integration
- How to value the integration of design across the entire organisational culture?
Julie Fedele, General Manager, Experience Design - Retail X Innovation Lab, Bupa
14:00 | How Carnival Cruise Line designs an authentic guest experience and taps rich guest feedback to implement high impact improvements
- Developing a compelling and authentic guest experience tailored for the Australian market
- Collecting rich, actionable feedback on the guest experience to identify and amplify key moments of truth
- Measuring the impact on NPS
Jennifer Vandekreeke, Vice President and General Manager, Carnival Australia
14:30 | PANEL DISCUSSION: Proving the CX ROI – How to value what really works for the customer
- How to value the integration of CX design across the entire organisational culture?
- How are leading companies measuring customer happiness beyond NPS?
- What are some of the most effective methods to measure your CX program and initiatives?
Panel Moderator:
Brandon Gien, Chief Executive Officer, Good Design Australia
Panellists:
Jacqui Jordan, Strategic Options Lead, Suncorp
Julie Fedele, General Manager, Experience Design - Retail X Innovation Lab, Bupa
Robbie Robertson, Founder, MashUp, Partner, Spatial & Brand Experience, Deloitte
15:15 | Closing remarks from the Chair and drawing of lucky door prize!
15:25 | End of Day Two and close of conference