CCO ANZ HYBRID SERIES - AUGUST EDITION 2021
Leveraging Digital For a Seamless Customer Experience Journey
Hosted by Factor
- 500 attendees
- 15300 hours
Overview
CCO ANZ Live August Edition in Melbourne is a conference for Chiefs/Directors/Heads of Customer as well as senior customer experience professionals to come together to discover the most critical challenges, opportunities of implementing an entreprise-wide customer-centric approach and develop the Chief Customer Officer road-map within your organisation.
What to expect
- Roundtables
- Virtual Attendees 200+
- Speakers 10+
What we will cover
- Assessing the impact of IoT, digital and mobile in disrupting customer interaction with your brand
- Validate and empower your strategic road-map with customer experience case studies
- Advance your Chief Customer Officer Role by exploring the strategies involved to demonstrate the value in customer experience investment
- How to build a customer-centric culture within your organisation
Agenda
- Using Insight to Evolve and Optimise Your Customer and Digital Experience(Plenary Room) The key to managing CX is identifying and quantifying friction points in the customer journey, determining the root causes of those friction points, and resolving the problems and their origins. Evolve and optimise your CX strategy, unlock the value trapped in your current digital experience; understand how customers actually think and feel, why, and what you can do about it.
- Keynote: Evolution of Innovation Marketing(Plenary Room) COVID-19 has pushed new boundaries for organisations to recreate meaningful real-life engagement between brands and consumers. In this session, delegates will learn: How to future-proof your organisation by creating meaningful consumer connections through your brand How to innovate your marketing channels with the power of technology Raise brand awareness, create engagement and conversion opportunities and develop long-term customer loyalty
- Customer Centricity 3.0(Plenary Room) In this session, Brad Meehan will discuss the new paradigm in customer centricity and challenge Leaders to take their organisations to the next level in terms of behaviour, insight-driven decisioning, visibility and purpose.
- Keynote: Lead The Organization’s Customer-Centric Initiatives and Support Front-Line Employees(Plenary Room) Why all the CX fuss and what is customer centricity? Recent findings from customer experience maturity research 6 key initiatives to drive customer centricity
- The Need for Speed in Customer Service(Plenary Room) Today, customer service should be at the center of your growth strategy. Today, more than 60% of consumers across the APAC are trying new brands due to economic pressures, store closings, and changing priorities. With these consumers going online in their search for better and safer ways to transact with businesses, the lines between sales and service are blurring. Companies cannot treat customer service reactively anymore. Freshworks analyzed 107 million support interactions and it emerged that speed is the most important factor to improve customer satisfaction. Join this session to get a better understanding of: Why customer service should be a focal point in your growth strategy Why the speed of service is a key factor in ensuring customer satisfaction How you can improve customer service speed in five simple steps
- Keynote: Digital Transformation - Adaptability, Agility and Efficiency(Plenary Room) Digital transformation and automation are essential now for organisations to be truly competitive in today’s market. With new technologies giving consumers the power to choose how and when to engage with a brand, it’s imperative for CCO’s to evolve the brand and deliver unrivalled customer experience. This session will assist to: Leverage data and digital technologies for increased transformation success Evolve organisation design and ways of working to increase engagement and velocity Deliver a seamless, personalised and real time experience for the future of CX
- Ready for What's Next: Key Trends Driving Your Data Strategy of Tomorrow(Plenary Room) The times (in data and customer experience) are changing. In this session, we want to help you take a step back and hone in on which areas of your customer data strategy are changing like privacy, identity, ML, and data deprecation. Across each of these categories, we will talk about current market trends impacting your strategy and how to stay ahead of the game in 2021.
- Keynote: The Multi-Faced CCO - A Game of ‘Customer Centricity’(Plenary Room) What can a CCO learn from Game of Thrones about bringing customer centricity to the heart of the organisation? In this presentation you would find a creative way at looking at how a CCO can learn from Game of Thrones in bringing deep customer centricity across the organisation. The different faces a CCO wears in driving customer centricity across the organisation
- Panel: Measuring your Customer Value Proposition Performance for Success(Plenary Room) Do you know how your customers are engaging with your product offerings? Are your customers engaged with your brand? In this session, delegates will learn how to: Optimise marketing spend for maximum growth Establishing metrics to meet customer expectations Utilise data to prove customer value to the business
- Keynote: Personalising the Brand Strategy to Deliver Customer Loyalty(Plenary Room) To deliver personalised and engaging brand experience to customers, CCO’s must work collaboratively with customer-facing functions like sales and customer support as well as be an influential leader throughout the customer journey with the brand. This session will address: Effective strategies to communicate with customer through digital channels How to best use technology to attract and retain loyal customers Building digital capabilities to personalise marketing communications to engage with customers
- Keynote: What Does a 360-Degree View of Customer Experience Look Like?(Plenary Room) The 360-degree view is the foundation that makes an organisation's relationship with customers experiential rather than transactional—the key to long term customer relationships and positive endorsements. This session will cover: A comprehensive view of customers by leveraging data from different points within the customer’s journey Tracking structured and unstructured data to gain customer insights Predicting future enrolment behaviours and provide a customised customer experience
Speakers
Prashant Bakshi · Chief Customer Officer, NZ Qualifications Authority Prashant is the Chief Customer Officer at NZQA and is tasked with leading a fantastic vibrant team that helps NZQA to bring its customers at the heart of what NZQA does, through co-design, deep customer insights (qualitative and quantitative) and through delivering services through channels of their choice. Prashant leads Service Design, Performance Improvement, Process stewardship, Customer Insights, Organisational Performance and key channel teams – Contact Centre, Web channel and Apps as well as Business Intelligence and Data Science. Prashant has an extensive customer experience and strategy background in public and private sector across New Zealand, Singapore and India.
Brad Meehan · Managing Director, Strativity Brad is the Managing Director of Strativity Group. He has been at the forefront of helping organisations drive customer centric change for over 15 years. He advises leading brands globally and locally on how they can evolve their strategies and adapt their operations to deliver differentiated value and experiences. Brad brings expertise in strategy development, design thinking, operating model alignment, analytics, the psychology of change and large scale transformation programs. Prior to a move into consulting, he held executive roles in customer strategy and transformation in the financial services sector. He gained his MBA with distinction from Queensland University of Technology (QUT) in 2007 and has completed Harvard Business School Leadership Programs in Customer-Centric Strategy, Competitive Strategy and Change. Brad has also lectured in QUT’s MBA program in the fields of strategy and customer experience management and is a sought after speaker both locally and internationally.Mark Young · Senior Manager, Sales and Customer Experience, La Trobe University Mark is the Senior Manager, Sales and Customer Experience at La Trobe University. In this role, Mark leads the domestic student acquisition, which is critical to the achievement of $160m per annum. His portfolio covers the customer decision making process, from first enquiry through to enrolment. He has 15+ years’ experience in tertiary education, leading professional services to deliver business benefits across the value chain, from customer insights and experience programs, customer contact centre digital transformations, and customer success and onboarding strategies. Mark is passionate about the value of education and its role in empowering change and improving the communities in which we live in.
Emma Wu · Head of Member Experience, PEXA Emma is a transformation leader and Customer Experience professional, with extensive experience working with organisations to define, implement and embed CX transformation programs. She is passionate about using CX, agile and human-centred design methodologies to facilitate customer-centric cultural change and decision-making across Frontline, Product and Project teams that drive positive customer and business outcomes. In her current role as Head of Member Experience at PEXA, she leads a dynamic team who bring PEXA’s members to life across the organisation through sharing member feedback, data, and insights. Her team is also responsible for the creation and embedding of member segments, personas and journey maps that are used to build empathy and support member-centric prioritisation and decision-making. Prior to joining PEXA, Emma worked with ANZ for over 10 years across frontline, product, strategy and CX functions, most notably designing, deploying, and embedding ANZ’s Net Promoter System programme of work across all Frontline and Digital channels.
Olivia Kosasih · CX Manager, Luxottica As Customer Experience and CRM leader, Olivia Kosasih pioneers in creating seamless and engaging omnichannel customer experiences. Her skills in incisively distilling customer insights through data analytics combined with her knowledge of customer experience design have allowed her to build brand loyalty. Trained and professionally developed in Melbourne Australia, Olivia started her marketing career as above-the-line marketer in the retail sector. Her interests in building one to one customer relationship using data led her to accept a role at a global loyalty consulting firm – AIMIA in the CPG sector. Olivia has since been continuously expanding her repertoire – marrying data driven marketing with CX principles. While posted in Hong Kong, Olivia held a role as the Head of Customer Engagement for a luxury retailer/distributor Bluebell where she built, optimised and led CX transformation project across the North and South East Asia regions through EX and big data. Upon her return to Australia in late 2019, Olivia embarked on GIG economy where she built CRM backbone and launched a loyalty program for a global oil and energy company bp. She also led the development of an automated customer engagement program at Latitude Financial which helped the business addressed its critical strategic objectives. Currently Olivia consults at Core Projects in improving and innovating its complex customer experience in land purchase.
Loan Kiss · Portfolio Manager, Factor I am a strong conference/events and content management professional, with 11+ years experience in managing commercial conferences, content and event production teams. I have successfully launched and grown event programs across a range of industries. I have a strong track record in launching new events and growing annual large scale events.Richard Korn · Executive Director, CX, Ipsos As Executive Director for Ipsos Hong Kong, leading the Customer Experience (CX) and Channel Performance divisions, Richard brings 17 years’ experience in helping organizations spanning across Europe, Asia, and Australasia manage their customer experiences. His experience extends to multiple sectors including Banking, Insurance, Retail, Hospitality and Luxury having supported different brands with their CX Strategies and roadmaps, helping to turn that vision into reality. The types of studies Richard has led and overseen include CX Maturity Assessments, Executive-level in-depth-interviews, Compliance & Service Mystery Shopping Evaluations, Customer Journey Mapping and Voice of Customer design helping clients to drive positive CX change leading to direct Return on Investment (ROI). Richard is a Certified Customer Experience Professional (CCXP) and well positioned to advise on VOC design, stakeholder alignment, organizational adoption and accountability, metrics measurement and ROI.
Sreelesh Pillai · GM, Freshworks
Partners
Freshworks · Event Partner Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. Freshworks SaaS products are ready to go, easy to use, and offer quick returns on investment. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers throughout the world.
- Khoros Khoros is a global leader in digital-first customer engagement software. We build enterprise software for digital customer service, online brand communities, and social media management — differentiated by award-winning services with 20+ years of experience. Over 2,000 brands, including 52 of the Interbrand 100 companies, use Khoros to create customers for life. Khoros has over 10 industry awards from TrustRadius, Stevie Awards, G2, and more. Khoros, built from Spredfast and Lithium, is part of Vista Equity Partners with nine offices globally.
- Strativity For over 20 years, Strativity Group has led hundreds of organisations around the world into a new era of strategy, creativity and customer-centricity. We have impacted millions of customers and employees and created over $3B in commercial value. We take a disciplined, holistic approach to both design and activation, fostering profound cultural changes that support both the journey of a customer and the profitability of a business. We are expert analysts, insightful strategists, and action-oriented consultants, all focused on a single objective: building businesses by creating new value for customers, promoting excellence in customer interactions, and fostering a lasting commitment to exceptional customer experiences.
- Tealium Helping brands make data actionable, in real-time, across every customer experience touch point. Tealium revolutionizes today’s digital businesses with a universal approach to customer data orchestration – spanning web, mobile, offline and Internet of Things devices. With the power to unify customer data into a single source of truth, Tealium offers a turnkey integration ecosystem supporting more than 1,000 client-side and server-side vendors and technologies. The Tealium Customer Data Hub encompasses tag management, API hub, customer data platform and data management solutions that enable organizations to leverage real-time data to create richer, more personalized digital experiences across every team, technology, and customer touchpoint. www.Tealium.com
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