CCO ANZ Hybrid Series - October Edition 2021
Reimagine Your CX Innovations
Hosted by Factor
- 500 attendees
- 19800 hours
What to expect
- Partners
- On-site Attendees 70+
- Virtual Attendees 150+
- Speakers 10+
What we will cover
- Evolution of VoC Across The Business
- CX Strategies For Customer Touchpoints
- Customer Engagement Transformation
- How To Build Customer-Centricity
Agenda
- How to Deliver a Purpose-Driven, Meaningful and Connected Customer Experience in Today’s Landscape(Plenary) 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
- Keynote: The 3 new C’s: Covid, Customer, Co-Creation - Adapting Experiences With Data(Plenary) 2020 and 2021 has been a year full of pivots and perseverance. Denise will share how Covid has encouraged Optus to adapt to the changing landscape in Australia, first with our brand, and then in what we offer and how we interact with our customers. Being customer led starts with instilling the right culture, having the right CX skills and ensuring what we measure starts with the customer, not our shareholder. Finally, moving beyond collaboration is the importance of purposeful co-creation and applying analytics from day 1 to drive our decision making.
- Customer Centricity 3.0(Plenary) 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: How CCO’s Can Influence C-Suite Colleagues To Drive Digital Transformation(Plenary) In this session, Tina will share key lessons she has learned during Covid-19 and how she has gained executive buy-in to drive innovative projects.
- The Need for Speed in Customer Service(Plenary) 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
- Networking Break(Plenary) Use this time to network with partners at the expo. We'll see you back here within the next 20 minutes.
- Keynote: What Does A 360-Degree View Of Customer Experience Look Like?(Plenary) 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
- Building the CX Tech Stack of the Future(Plenary) Contact center leaders need to reimagine their digital transformation plans. Conversational AI and automation technologies have become mission critical to manage increased call volume while still delivering a superior customer experience. Equally important is a seamless experience across a company’s digital infrastructure. In this session, Ravi will discuss the impact the pandemic has had on accelerating plans to digitally transform contact centers. Ravi will walk through the roadmap to successfully implementing automation and AI to enhance the agent and customer experience, the business value that can be generated at each step and the technologies required at each stage of the transformation.
- Keynote: Evolve Brand Strategy to Resonate With Customers(Plenary) How do you want your customers and prospective customers perceive your value proposition, brand and your services? This session will address: What makes a strong value proposition? How do you design a value proposition that resonates with your target audience? How to embed your value proposition through your communications, product, and service delivery
- Using Video Marketing to Drive Customer Engagement(Plenary) 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
- Networking Break(Plenary) Use this time to network with partners at the expo. We'll see you back here within the next 20 minutes.
- Panel: How to Capture Customers Emotionally in a Digital World(Plenary) Is email dead? How do you personalise the right channels to improve customer experience Is self-service experience the optimal CX solution for any organisation? Fast track improve and innovation through real time data and personalisation
- Keynote: The Experience Revolution: Future NOW. Future NEXT. Future READY(Plenary) This session will explore: Positioning Experience as an object of design Democratising the 4 levels of Experience for competitive advantage Preparedness over prediction: how to shift mindsets across an organisation
- Keynote: Customer Experience Design vs Your Frontline Staff - Why There's A Battle And How To End It(Plenary) As soon as your carefully curated CX design finds itself relying on front line staff to deliver, processes will likely fail. The occurrence and impact of this seems to be greater the larger and more established the business. This session will share insights on: Why front line staff might be innocently sabotaging your customer experience Understanding the opposing forces that are driving behaviour How to avoid costly mistakes
Speakers
Adam Good · Executive Director, WPP Adam is a pioneering executive in customer first digital transformation experiences working at the intersection between digital media, platforms, content creation, technology, business strategy and customer relationship management for twenty-five years, living and working in the United States, China, Australia, New Zealand, and Singapore. Adam has a proven background and passion in establishing and leading teams to create new innovative consumer digital services, applications, programs and platforms that find audience, build engagement and deliver market share.
Denise Tung · Head of Digital Commerce and Experience, Optus A senior product and marketing professional with over 13 years experience in digital strategy, platform transformation, agile delivery and digital marketing consulting of SaaS solutions in information services, media and telecommunications industries. Having held a diverse range of roles in blue chip companies such as CommBank, Singtel Optus, Qantas and LexisNexis, my experience covers consumer and SMB markets, platform development for sales and service, content strategy and delivery, vendor management and strategic planning & execution.
Luka Popovac · Head of CX, McDonald's A values and purpose driven leader who enjoys creating opportunities out of challenges. Always looking to use digital tech to improve CX and brand outcomes. Loves doing more with less. An excellent track record of building high performing marketing, CX and capability teams. A 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.
Loan Kiss · Portfolio Manager, Factor I am a conference/events and content management professional, with 11+ years experience in managing commercial conferences, content and event production teams. I have launched and grown events/conferences across a range of industries. I have a strong track record in launching new events and growing annual large scale events.
Sreelesh Pillai · GM, Freshworks
Partners
- Uniphore · Event Partner Uniphore is the global leader in Conversational Service Automation (CSA), which combines the power of artificial intelligence, automation technology and machine learning. Uniphore is disrupting an outdated customer service model and bridging the gap between humans and machines by focusing on conversations. We make it possible for every voice, on every call, to be truly heard.
- ServiceNow At ServiceNow, we make the world of work, work better for people. We deliver digital workflows that create great experiences and unlock productivity. With 6,200+ customers, we serve ~80% of the Fortune 500. And we are on the 2020 list of FORTUNE World’s Admired Companies®. This is the future of work.
- 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.
- Freshworks 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.
- 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.
- 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.
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