CCO ANZ HYBRID SERIES - NOVEMBER EDITION 2021

Overview

Despite the challenges we have faced in the past 2 years, customers now expect faster and finer experiences; so as leading organisations continue on their path to excellence, they must adopt new technologies to meet those increased expectations and the ever-changing demands. Since COVID-19 has caused challenges for many organisations, we all have had to rethink and reimagine our workflows and improve the way we deliver.

During this edition we will delve into the strategies and radical approaches currently in place in some of the leading organisations in the ANZ region, join us during this edition of the CCO Series, as we discuss:

How to adapt the right CX strategies and consumer behaviour trends

New technology capabilities to support digital transformation

How to revolutionise your CX journeys

What we will cover

• Brand Advocates How To Turn Customers Into Brand Advocates
• Opportunities and Challenges Opportunities and Challenges of Service Delivery in a Hybrid World
• Building Customer Loyalty Best Practices In Building Customer Loyalty in The Digital Age
• Provide Unique Experiences Deploy Innovative Technologies, Processes & Strategies

Agenda

• 9:00 am How to Deliver a Purpose-Driven, Meaningful and Connected Customer Experience in Today’s Landscape- SAP(Plenary Room) Most brands strive to deliver exceptional customer experience, but not all do. The customer experience landscape has changed tremendously over the last decades, but especially in the past 18 months. It’s time for businesses to evolve and re-invent their CX to thrive today and in the future. In this age of mass distraction, endless choice, and shortening attention spans, what does it take to stand out from the noise and earn an enduring relationship with your customers? Join to this session as we delve into: the importance of brand purpose in order to deliver amazing customer experiences how to narrow the experience gap - what consumers are expecting from brands they buy from versus the experiences they've been getting how to build long lasting relationship and deliver personalised engagement based on trust
• 9:23 am Keynote: How to Lead a Customer-Centric Revolution(Plenary Room) How can organisations be customer-centric during an organisational transformation? This session will explore: Evaluate how digital disruption is changing customer buying behaviours Establish a customer-centric mindset for digital innovation How to prioritise and scale capabilities required to activate customer success
• 9:40 am Thought Leadership: 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.
• 10:09 am Spotlight Speaker - Ryan Tuckwood - How to Achieve Your Goals for Long-term Success(Plenary Room) Join global sales coach and leader Ryan Tuckwood (SWISH Co-Founder and CEO) as he takes us on a dynamic, inter-active session on goals setting for leaders as we head into 2022. Without goals, we have no clear direction, Ryan will help to transform your mindset and help you develop both personally and professionally. This session will focus on: Habits and behaviours Infinite goal setting How to increase your productivity / your teams productivity
• 10:36 am Thought Leadership: Using Video Marketing to Drive Customer Engagement(Plenary Room) Digital transformation is compelling businesses to change their business models and adapt to the new market reality. Surprisingly, it’s not the companies that are driving this change. Instead, the change is being driven by the customers according to their preferences and needs. Two-thirds of the CEOs of companies across the globe have shifted their focus from traditional, offline strategies to modern digital strategies like visual engagement tools to improve the customer experience. Did you Know: 92% of marketers say that video is an integral part of their marketing strategy, showing that the importance of video is only increasing 84% of people say that they’ve been convinced to buy a product or service by watching a brand’s video There has been an 800% increase in global watch time of ad-supported and purchased feature-length movies in the past year It is estimated that the average person will spend 100 minutes every day watching online videos in 2021 TechM is geared to tap on the most consumed and lucrative customer interaction medium which is Video. We have a Digital-First Customer-Centric offering that is design, curated, built and deployed to deliver a quick, crisp customized video that can be viewed across channels. Our offering can be leveraged across the entire customer journey to impact key metrics such as i mproved s ales c onversion, en hance o nboarding or Purchase experience, s eamless i nteractive s upport, i ncrease c ustomer l ifetime v alue and r educe customer c hurn. Tech Mahindra brings you: An Innovative customer centric solution on the most consumed channel Deep domain expertise with a ready stack of use cases Value delivered by declining costs to serve, enhanced customer lifetime experience and reduced churn
• 10:54 am Keynote: Customer-Centric Transformation Journey(Plenary Room) The expectations of customers are changing and for organisations to become relevant they need to ensure they meet the rising expectations of their customers. During this session, delegates will learn how to: Think about how the sales organisation needs to evolve with changing customer expectations and digital adoption Streamline operations to improve customer experience Assess the operating model to execute and set teams up for success
• 11:08 am Networking Break(Plenary Room)
• 11:28 am Keynote: Strengthening Customer Service And Experience Through Innovation(Plenary Room) The rapid rise of digitalisation has exacerbated the crucial role of technology. In this session, delegates will learn: How to improve efficiencies at every touchpoint of your customer journey with your brand Tools, technologies and processes to ensure your customers have a unique experience Scaling capabilities and upskill staff
• 11:40 am Keynote: Curating partnership that drive customer experiences and growth(Plenary Room) 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
• 0:01 pm Panel: CX Leader Of The Future(Plenary Room) In this interactive panel session, delegates will learn: How to ensure your CX strategy aligns with your business How to become truly digitally connected Inspiring stories of leading organisations who are driving CX innovation
• 0:27 pm Keynote: From Customer Service To Customer Experience(Plenary Room) Digital transformation has become a necessity for organisations to remain relevant. During this session, delegates will lean how to: Streamline operations to prepare for digital transformation Best practices in building customer loyalty in the digital age Driving transformation to meet digital customer needs
• 0:49 pm Spotlight Speaker - Mark Carter - The Art of Leadership(Plenary Room) Mark Carter is a globally experienced keynote speaker. Drawing on experience working with blue chip brands in over 40 countries, Mark leverages leadership, culture, sales and behavioural science expertise, along with his natural energy, creativity, and innate ability to relate to any audience. Join this dynamic session as we gain valuable insights into how you can develop your leadership skills, focused on: The evolution of leadership theories and traits The impact of EQ (emotional intelligence) on modern day leadership An overview of the five facets of EQ: what they are and aspects to focus on

Speakers

• Marie Kakouridis · Sr. Manager, Customer Experience, Expedia Group Marie Kakouridis is a passionate customer first leader with 10 years of learning in Customer Experience. After managing teams in France, Marie has been leading the Vrbo Customer Experience Team for the Australia and New Zealand markets for the last 4 years. She takes pride in being part of Expedia Group and motivating her teams to do their best to serve customers, whether it be Travellers, Partners or employees. In a year that has been challenging for the travel industry globally, Marie knows how important it is to help customers through some difficult times, and encourage team members to go the extra mile to create a memorable customer experience.
• Michael Dart · Executive General Manager - Customer, Energy Queensland Michael Dart was appointed to the Energy Queensland Executive Committee from 1 January 2020. He is responsible for leading customer, community, stakeholder engagement, brand, marketing, media, internal communications, digital communications and investor relations strategies for Energy Queensland. He also has executive responsibility for the largest 24/7 Network Customer Operations centre in Australia, and oversees the market transaction and customer connections functions for the business. He has executive management, stakeholder relations, policy development and communications experience reaching more than 20 years. He has worked for state and local governments and as consultant to the private and public sectors. Michael has spent more than a decade as an Energy Industry leader and is also a Non-Executive Director and Chair of Creative Regions, with Director experience in the government, arts and environmental health fields
• Anna Fawcett · General Manager - Marketing, Brand and Communications, Christchurch NZ Anna Fawcett is ChristchurchNZ’s General Manager of Marketing, Brand and Communications. She leads a team of communication and marketing professionals to curate, promote and market the city’s story. Together with her team, she strives to solidify the brand of both ChristchurchNZ and Christchurch city, ensures stakeholders are well informed, and sells the dream of Ōtautahi Christchurch through marketing campaigns and activity. Anna has worked in strategic and tactical marketing and communications both in New Zealand and internationally. Her belief in customer-focused, data-driven strategies ensures ChristchurchNZ’s efforts are coordinated and cost-efficient and have measurable results. Her previous roles include Marcomms Director North America at VisitBritain, and Head of Global Marketing at Topdeck Travel. Most recently, she worked in the events sector in Wellington.
• Gemma Alker · Centre Manager, Centre for Future Enterprise, Queensland University of Technology With almost 20 years’ experience in senior leadership roles within universities, ASX listed companies, start-ups, and not-for-profit; I have dedicated the past decade to driving growth strategies in the education sector. Brands I have worked with include PwC, NAB, Cisco, Business Chicks, Telstra, Hewlett-Packard, Bond University, Channel Nine, News Limited, Tourism Queensland, all levels of government, schools across APAC, and Office of Queensland Chief Entrepreneur. Currently I lead the global engagement and partnership strategy for a leading digital innovation research unit within QUT Business School, which is in the top 1% triple AAA rated business schools globally.
• 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.

Partners

• SAP Australia SAP is one of the world’s leading producers of software for the management of business processes, developing solutions that facilitate effective data processing and information flow across organisations. At SAP, our purpose is to help the world run better and improve people’s lives. Our promise is to innovate to help our customers run at their best. SAP is committed to helping every customer become a best-run business. We engineer solutions to fuel innovation, foster equality, and spread opportunity across borders and cultures. Together, with our customers and partners, we can transform industries, grow economies, lift up societies, and sustain our environment.
• Tech Mahindra Tech Mahindra offers innovative and customer-centric digital experiences, enabling enterprises, associates and the society to Rise. We are a USD 5.1 billion organization with 126,200+ professionals across 90 countries helping 1058 global customers, including Fortune 500 companies. We are focused on leveraging next-generation technologies including 5G, Blockchain, Cybersecurity, Artificial Intelligence, and more, to enable end-to-end digital transformation for global customers. Tech Mahindra is one of the fastest growing brands and amongst the top 15 IT service providers globally.
• 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.

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