CCO ANZ Hybrid Series - June Edition 2022

Overview

In the last 3 years customer experience has quickly become one of the top priorities for organisations and it only continues to become more of a key factor to success.

The big questions are why are so many companies focusing on CX and what happens to companies that ignore it? But it isn't just CX that we need to focus on, an improved employee experience with higher engagement results to better CX, customer satisfaction and finally higher revenue.

In this edition we will cover:

What tools and technologies do you need as your enablers to achieve better CX

Understanding the end goal and the right positioning of CX in the design process

Creating a culture with confidence and capability for frontline teams in mind

Encouragement and risk appetite in Management, Defining the reward in failure and learning from it

Tech and digital vs. direct relationship building, Building a more resilient CX Culture through relationship building

Establishing diversity to gain opportunities beyond the current sphere

What to expect

• Speakers 15+
• 20+ Sessions Full day program
• 2 Executive roundtables Sit-Down Executive
• A combination of virtual and hybrid involvment 150+ Attendees
• A peer driven and pitch free environment 1:1 Interactions
• Get insightful information on the latest leadership tools Leadership & Communication
• 2 Executive roundtables with focused groups Sit-Down Executive

What we will cover

• 360 of CX CX for employees, stakeholders and customers
• Creating the Right Team Hiring and training for your dream elite team and building confidence and capability within CX
• Technology and Innovation What tools and technologies do you need as your enablers to achieve better CX
• CX, EX & BX Customer Experience is No Longer Enough – How to Stay Ahead with Business Experience

Agenda

• 8:30 am Thought Leadership: 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.
• 8:55 am Fireside: Unlocking the Potential and Power of People to Drive Improvement and Great Customer Experience(Plenary) In this fireside chat we hear from PwC's, Sanmeet Bhatia and Jess ica Finn, on how focusing on people and behaviours to rapidly embed ways of working can result in a performance uplift, capability build of teams and greater staff and customer experiences. Covering key topics such as: How to drive performance improvements to deliver better customer outcomes whilst balancing staff wellbeing, morale and engagement How to a customer focused mindset & behaviours within organisational teams What ways of working can organisations leverage to empower teams and unlock discretionary effort How to build long lasting continuous improvement capability in leaders and teams
• 9:20 am Fireside Chat: The Power of Evolution for the Future of Customer Communications(Plenary) - Take a trip down memory lane about the concept of ‘evolution’ - Understand why an evolutionary approach to technology improvement will potentially minimise risk to your cx, and maximise return - Learn how essential communications play an important role in your CX cloud tech stack, - Hear from our ‘evolved’ customer use cases
• 9:45 am Evolve: Minimising The Four Culture Killers(Plenary) 'Culture' is one component of Mark Carter's 5C MODE. For our session we are focussing on one specific aspect: as much as identifying, honing and implementing tools and strategies that allow a culture to thrive, it's equally important to understand the polarity! What are the common enemies at the gates that sometimes make a culture break! In this punchy development session Mark will share one aspect from ideas frequently weaved into his Culture keynotes and programs. Four common culture killers Initial ideas to minimise (even eliminate) the culture killers impact The biggest dirty little secret in business and why it's imperative you consciously strive to put it into action!
• 10:10 am Morning Tea & Networking Break(Plenary)
• 10:40 am The Personalisation-Privacy Paradox: How consent at Kmart Unlocked CX Innovation(Plenary) Privacy by design is the foundation of consumer trust. Learn how Kmart created consent-as-a-service based upon a tiered privacy model to meet evolving regulatory demands, whilst honouring consumer privacy preferences.
• 11:05 am Keynote: Resonance Innovation - Using Innovation Best Practice to Cultivate Omni Brand Experiences.(Plenary) Innovation is often misunderstood, taken for granted and much less capitalised on. Gone are the days when it was an advantage. Now we face an era where it’s the necessity to your existence as a business. But of course we all know that….. When we look at the amount of digital transformation projects worldwide, every year businesses spend $1.3 trillion on digital transformation programs to improve efficiency and yet they hit a failure rate by up to 90% resulting in lack of efficacy in operations and ultimately a hard stop to further innovating. This result paints to innovation as a risky undertaking, how do we innovate this perception. How is innovation expanding beyond it 9 tenets? How is lateral thinking and innovation best practice being used to create a new hybrid form of innovation, and what does it mean for customer experiences ? Join us for this session as Finbar takes us through a journey of changing that mindset and understanding how we set out for success within our tech teams as CX leaders and how we communicate the value to the board and other executives.
• 11:30 am Panel: The Future of CX(Plenary) In this panel session we speak with leading experts about the future of CX, and what we need to start implementing today, in order to be ahead of our competitors.
• 11:55 am Lunch & Networking Break(Plenary)
• 0:55 pm Keynote: Can You Do It All At Once? Is It Even Possible To Do It All At Once?(Plenary) Culture eats strategy for breakfast. Everybody knows it right? Everybody starts by saying it. But can you actually live it? Can you put your money where your mouth is?... Easier said than done. As leaders, we have learned, time and time again, that you should always start by setting your culture right. But what if you can’t? What if you’re thrown into a mix coupled with bureaucracy, where you’re just asked to jump into it and start delivering? Today we bring you, Tarnya McKenzie, the Chief Customer Officer of The City of Port Phillip who shares with us her journey with the city for the past 3 years. With a goal to start creating a better ecosystem internally and drastically shift the perception of customer experience as well as how it is delivered. In a city famous for its beautiful beaches, parks, retail and history, serving a diverse community of residents, ratepayers, businesses and boasting over 5 million visitors a year, it was no easy feat. During this session we look at, the necessity of culture, mindset and accountability within your teams and why is it important to start with culture and if you can’t start with it, do you incorporate it in the end or do you do it all at the same time? Join us as we discuss: What to watch out for when you don’t start with culture first and how can you navigate through them ? How do you manage to shift the mindset and organisational perception on what CX is? Technology as your enabler, not as the end game. What can you do increase transparency, accountability and buy-in by making the right decisions with your technology?
• 1:20 pm Keynote: What are the Big Companies Changing and How Will that Impact Your Brand?(Plenary) Looking at the long term direction of CX, where you want to be in the next 3- 10 years, and how to understand what the key game changing companies are doing and how that can impact your planning for the future. The 2 different ways companies are thinking Advertising driven model we will create main stream media and have targeted advertising Focusing on the way consumers interact with computers, the information that is shared and what does this direction mean
• 1:45 pm Delivering Curiously Human Engagement with Your Customers(Plenary) The traditional contact centres model no longer works. The rapid increase in digital adoption, and shifts in many business models provides opportunities for contact centres to not only lift customer satisfaction, but employee satisfaction as well. Many companies are transitioning to more convenient and efficient forms of engagement, where messaging plays a key role. Automation and bots are an integral part in navigating between voice and mobile channels, however, many companies forgo the crucial "human touch". Hear from Director of Strategy at LivePerson, Kevin Wordon as he discusses how businesses are delivering technology powered conversations that are Curiously Human™ and how the Human Bot Tango leads to better customer and agent experience.
• 2:10 pm Afternoon Tea & Networking Break(Plenary)
• 2:50 pm Evolve: Fear Is Your Future(Plenary) The current environment has left many of us feeling afraid: afraid of slowing down, afraid of keeping up, afraid of holding on and afraid of letting go. It’s not only overwhelming but exhausting and it’s standing between your people and their potential. Fear is the number one barrier to adapting and making impactful change. What if fear was the greatest opportunity you had to work out what next and pave the path to possibility? Uncertainty and change in this new world are constant and many of us lack the skills to adapt and leverage fear to our advantage. Fear Is Your Future seeks to demonstrate how fear is the greatest lever available to us, in making impactful and meaningful change, in a future of unknowns.
• 3:20 pm Keynote: Creating a Connected Team(Plenary) We all know the importance of a great team. And how important it is create great customer experiences. But how do you ensure that they leverage and enhance each other? Georgie Obst will share how HESTA think about their people and how they foster and focus employee engagement towards creating great member experiences. This includes how they view failure and what to do when something goes wrong. In a tight regulatory world, how do you balance risk against taking chances and achieving great outcomes? As a leader that believes her role is one of creating a path and running protection, she continues to be challenged by how to foster creativity in a busy world.

Speakers

• Nadia Adelstein · Portfolio Manager, Factor A branding & events expert, with 10+ years experience in exponential marketing, Nadia thrives on bringing stories to life through creativity. Working overseas for 12 years on both agency and brand side, she has a unique approach to business strategy.
• 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.
• Keith Tang · Senior Marketing Manager, International Operations CXM, Quadient Keith Tang is the custodian for demand generation marketing across Asia Pacific, Latin America and Europe. Coupled with over 7 years of experience in application and tech marketing, and a passion for storytelling, Keith is responsible for driving initiatives and content that positions Quadient as a leader of intelligent communication automations (ICA). Keith and his team considers the impact of the brand and puts the customer at the heart of their campaigns.
• Elise Fowler · Enterprise Success Services Manager APAC, Quadient Elise is a Customer Communications Management (CCM) domain expert, dedicated to the industry for over 15 years and having worked with a number of CCM technologies. She has led and delivered large-scale transformation programs across varying industries including banking, life insurance, health insurance, general insurance, superannuation, telecommunications and BPO industries. Elise joined the Quadient Professional Services team in 2021 and continues to focus on ensuring the best service delivery outcomes for our customers across the APAC region – through strategic advice, guidance and support.

Partners

• Tealium Helping brands make data actionable, in realtime, 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
• Quadient Quadient is the driving force behind the world’s most meaningful customer experiences, helping customers worldwide simplify the connection between people and what matters. Quadient's award-winning Inspire suite helps organisations manage customer journeys, and enable business users to design and deploy personalised, accurate and compliant communications across all channels, in the cloud or from any premise.
• 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.
• Liveperson LivePerson makes life easier for people and brands everywhere through trusted Conversational AI. Our Conversational Cloud platform empowers consumers to stop wasting time on hold or crawling through websites and message their favorite brands instead, just as they do with friends and family. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI at scale and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. LivePerson was named to Fast Company’s World's Most Innovative Companies list in 2020 and is a founding member of EqualAI. For more information about LivePerson (NASDAQ: LPSN), please visit www.liveperson.com.

More events from this host

• Canva Melbourne Roundtable August 2026, Melbourne
• AI Systems Scale August 2026
• Agentic Brand Control August 2026, The Rocks
• Modern Govt Day September 2026, Canberra
• CTO Day | Melbourne September 2026, Southbank
• Beyond The Data Centre: Building Government At The Edge September 2026, Canberra
• Executive Confidence in Identity and Security September 2026, Chicago
• Secure Scalable Ecosystems September 2026, Sydney