CCO ANZ Hybrid Series - August Edition 2022
How To Continue To Create Meaningful CX Relationships In Times of Change
Hosted by Factor
- 500 attendees
- 29400 hours
Overview
In today's ever-changing climate, organizations need to be able to differentiate their brands and provide exceptional customer service to stay and stand above their competitors. The parallel between innovation and digitalization has never been more pivotal.
Join this edition of the CCO Series, as we get into exploring topics and finding a solution on how to:
• Evaluating technology through a customer problem-solving lens
• Not mistaking can-do with should-do for technology solutions
• Creating a two-way human-centered design to ensure better relationship-building - one for customers and one for staff
• Data utilization to work towards an end goal for both the customer and organization
• How to gain and use the right data in a world of privacy-obsessed consumers
What we will cover
- The Real Business Value Data utilisation to work towards an end goal for both the customer and organisation
- Shape Your CX Evaluating technology through a customer problem solving lens
- B2C And B2B CX Creating a two-way human centred design to ensure better relationship building - one for customer and one for staff
- Thinking for Success Brainstorming to Final Product with CX
Agenda
- Registration & Welcome Coffee(Plenary)
- Welcome Address & Introduction by Sit-Down(Plenary)
- Customer Centricity 3.0(Plenary) The new paradigm in customer centricity that challenges leaders to take their organisations to the next level in terms of behaviour, insight-driven decisioning, visibility and purpose.
- Evolve: Innovation with Universal Design - Stumbling upon Success(Plenary) What hacks can be used to make innovation unique? Designing systems for the average person under perfect conditions seeks to satisfy the group, while often failing to serve each individual. Conversely, Innovating with Universal Design in mind solves problems that are obvious for the individual but which often have unintended positive consequences for the wider population. Many technologies designed with disability in mind have gone on to become crucial and ubiquitous tools favoured the world-over by broader populations despite their abilities or limitations. Universal design has the ability to solve problems previously shrouded by the naivety of narrow objectives.
- Improving the Financial Wellbeing of Millions of Australians(Plenary) How Frollo is improving the financial wellbeing of 5 million Australians by 2026. Lessons learned on the way to delivering real impact for users at scale How you can harness a start-up mentality in your CX journey and create impact. What you can learn from building a digital product user experience.
- Morning Tea & Networking Break(Plenary)
- What do the Terrible Two’s have to do with Creating Exceptional Customer Experiences?(Plenary) Don’t you hate being treated like just another number? I do because I know the world revolves around ME and in your case, your world revolves around YOU. In my presentation, I share how you can tap into your client/customer’s primal instinct so they feel they are at the centre of the universe, which will earn their trust, loyalty and transform them into raving fans. In this session you will learn: 1. How to tap into primal instincts to create trusted client and customer relationships 2. The importance of core values to guide your brand behaviour 3. How to transcend your client’s experience from transactional to thoughtful
- Curating Partnership That Drive Customer Experiences and Growth(Plenary) CONNECT – curating partnership that drive customer experiences and growth Explore 7 step methodology for designing intentional partnerships with customers at the core Hear case studies of building multimillion dollar partnerships that drive customer growth And global hybrid partnership stages that enhance customer experiences
- Master Your Own Thought Leader Brand(Plenary) As an Executive Expert and Industry Leader, you have excelled in your career. But if you struggle to articulate your Thought Leader Brand or wonder ‘how to blend it’ with your Personal and Professional brand, you’re not alone. Also, did you know 92% of professionals say articulating their value is essential to their business and career success, yet 69% tend to avoid promoting themselves where possible Your Executive Bio, LinkedIn profile and Executive / Board Resume are your most powerful assets as an Executive Expert. It’s a challenge to perfectly capture your value so that stakeholders and boards know exactly what you deliver, feel your unique difference and see their ‘return on investment’ when they invest in, hire you or invite you onto their advisory team or board.
- Fireside Chat: Women in CX(Plenary)
- Lunch & Networking Break(Plenary)
- How to Invent a Better CX Strategy for your Organisation(Plenary) With the advancement of Technology we need to update our use of the best kinds. hear how to: Not mistaking can-do with should-do for technology solutions The latest technology resources and when to use what Understanding your data
- Evolve: Authentic Personal Branding- Does it Align With Your Future You?(Plenary) To ensure a competitive advantage, Zahrina will share her story about: Social Presence Personal Presence Business Presence
- End of Day & Closing Remarks by Sit-Down(Plenary)
- Afternoon Tea & Networking Drinks(Plenary)
Speakers
Gemma Alker · Director – Innovation Central Brisbane, Queensland University of Technology Gemma is an experienced professional, board member and executive coach. A university-industry partnership specialist and intrapreneur, she has a deep understanding of how to design and enable strategic growth and workforce capability through partnerships that are innovative, advance digital transformation, build community, and enhance reputation for large public and private organisations. With more than 20 years’ corporate experience, she has spent a decade in the higher education sector. Brands she has worked with include; Queensland Government, Commonwealth’s DTA, Department of Defence, Brisbane City Council, RACQ, Cisco, PwC, Opera Queensland, Watkins Steel, Moose Toys, Club Kidpreneur, CitiPower & Powercor, and Bond University, as well as schools and start-ups across APAC. Currently Gemma is the founding Director, Innovation Central Brisbane (ICB) in the Centre for Future Enterprise at Queensland University of Technology. Founded in partnership by global technology giant Cisco & QUT, Innovation Central Brisbane is an open innovation lab enabling collaboration between students, researchers and industry to accelerate digital solutions through design, experimentation and rapid prototyping. Find out more qut.edu.au/icb Gemma holds a Bachelor of Business (Public Relations) from QUT, is a qualified ICF executive coach, and certified AICD board member currently serving on the Clayfield College School Council and Women in Digital Advisory Board.Nicole Hatherly · Brand Strategy Expert, Brand True North Nicole is a Global Brand Catalyst and Thought Leader, a multi-award-winning Brand Strategist, Profile Activation Specialist and Leadership Expert, International Keynote Speaker, Industry Awards Judge, Executive Coach and Board Advisor with over 27 years experience delivering award-winning brand and growth strategies for organisations, executives, teams and global thought leaders. Holding long-term Senior and Executive Management roles working with iconic brands including CommSec, Commonwealth Bank and Foxtel and global brands such as Leo Burnett, JCPenney, Subaru and Acer, Nicole now specialises in working with organisations, executives and Thought Leaders to create valuable brand strategies that position their brand on purpose that build valuable networks and communities for maximum impact. Trained by LinkedIn for LinkedIn Social Selling, Nicole co-led a strategic team to implement the successful CommBank Social Selling Program for 500 Business Bankers over 5 years - and is consistently ranked in the top 1% for her industry and network across LinkedIn. With a flair and passion for entrepreneurial business, Nicole uses her training in Design Thinking Methodology to focus on problem-solving with an authentic customer lens to strategically position and align teams to drive performance with their customers at the heart of success. With valuable negotiation skills and business acumen, she’s also run successful small businesses (with both a corporate and retail client base) and has valuable high-level leadership and team management experience.
Luka Popovac · Head of CX, GrainCorp Values driven leader who enjoys creating opportunities out of challenges. Excellent track record of building high performing marketing, CX and capability teams. NFP board member, excited for the opportunity to make a difference.
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.
Monica Rosenfeld · Communication Keynote Speaker, MC/Comedian, Workshops & Training, Monica Rosenfeld Monica is a former Producer for Australia’s top rating ‘A Current Affair’ Program. When she wasn’t chasing fraudsters down the street, she helped thousands of people communicate their story, to an audience of millions. She has worked in the media industry for over 25 years both in Europe and Australia, helping to shine the spotlight on dynamic change makers across the globe. Monica is the communication whisperer behind global corporations, government sectors, fast growth start-ups and individuals who are creating positive change in the world. She is also a stand-up comedian, performing in the Sydney, Melbourne and Adelaide Comedy Festivals. Monica is on a mission to unleash the true potential of leaders, business owners and individuals through the power of inCredible Communication. She helps people tap into their unique gifts and express these to the world at large in an authentic and powerful way. As a Professional Speaker, she brings over two decades of trade secrets to the table, providing insights and practical strategies to help delegates move from a feeling of depletion, fear and uncertainty to feeling confident, passionate and focused. As a comedian, she knows how to get your audience laughing, so that her messages land and are remembered long after everyone goes home. Her message will create a massive impact for your people at your in-person, virtual or hybrid event.
Zahrina Robertson · Personal Brand Photographer and Videographer, Zahrina Photography & Video Leading multi-award-winning personal brand businesswoman, international keynote speaker, acclaimed photographer, videographer, artist and philanthropist, Author of ‘Magnetic Branding’, also a children’s book author, as well as mother and partner, Zahrina Robertson is Australia’s leading, world-class expert in personal branding. Drawing on her knowledge of marketing, public relations and profile building, teamed with her expertise in understanding national and international brands, she has successfully identified the power of personal branding and travels globally, sharing her insights to help people achieve success and profit with personal branding. Zahrina has been awarded prestigious international awards including the recent 2016 Stevie Women in Business Award ‘Maverick of the Year’, 2016 Golden Bridge Award ‘Women, Professional of the Year’ and the 2015 Asia-Pacific Stevie Award ‘Maverick of the Year’, as well as placing as a finalist in the 2015 Australian Institute of Management Awards. Her expertise and commentary are regularly sought by traditional and online media publications and television stations.
Partners
- 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.
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