CCO ANZ HYBRID SERIES - SEPTEMBER EDITION 2021

Overview

As we enter the next phase of the pandemic and restrictions ease, people and businesses are looking for ways to return to a new normal. The CX and customer journeys have evolved, and the demand for consistent, quality, seamless, empathetic CX is even higher than before. How has your CX strategy changed following the pandemic? How can you blend technology-empowered CX with the human touch?

What to expect

• Roundtables
• On-Site Attendees 60+
• Speakers 10+
• Virtual Attendees 150+

What we will cover

• CCO's Role in Driving Digital Business
• Key Technology Trends Shaping Digital Commerce
• Understand the Value of Digitising The CX and Creating Simplified Processes for Efficiency and Cost-Savings
• How to Measure a Business Case for CX

Agenda

• 9:00 am Using Insight to Evolve and Optimise Your Customer and Digital Experience(Plenary) 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.
• 9:16 am 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
• 9:40 am 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.
• 10:10 am Keynote: 3 Fundamental Pillars To Align Organisations To Customer Centric Mindset: Strategy, Change and Culture(Plenary) Organisations exist to provide customers with best experience either through excellent provision of goods or remarkable delivery of services. Therefore, organisations need to develop a customer centric approach to achieve customers fulfilment but how do we align our organisations to this mindset? Why customer centric business model: The overwhelming reality What needs attention in order to align your business mindset and boost customer fulfilment How to implement the Customer Fulfilment Model: Simple tools to drive significant improvement
• 10:27 am 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
• 10:45 am 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
• 11:05 am Networking break(Plenary) Networking break - 30 minutes
• 11:35 am Keynote: Using Data-Driven Innovations to Create Superior CX(Plenary) To ensure a competitive advantage, CX requires data-driven analytics to ensure an efficient customer journey. This session will address: Using data to deliver CX, brand loyalty and customer satisfaction Develop a customer-first strategy that aligns with people, processes and technology Measure and optimise your CX programs in real-time and improve CX
• 0:00 pm Keynote: Aligning Your LX To HX For Improving CX Journeys(Plenary) Aligning your LX and EX for improving CX journeys How collaborative discovery across the organisation drives CX How LX enables effective ways to influence a company’s culture and shape its future
• 0:22 pm Keynote: Demystifying Big Data And Machine Learning(Plenary) This session will explore: Strategic goals of the organisation How to integrate data and analytics to align with your goals Main take-aways

Speakers

• 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.
• Eva Garcia · General Manager Customer Fulfilment, Endeavour Foundation Eva Garcia, General Manager Customer Fulfilment at Endeavour Foundation, is passionate about inspiring others to make a difference, leading them to transform organisations through customer centric strategies. Her expertise in successful strategy deployment is based on effective cross-collaboration and seamless complex change implementation. More than 20 years of professional experience, in non for profit and corporate businesses across mining, manufacturing and disability sectors in both the northern and southern hemispheres, have shaped her ability to simplify the implementation of effective business models to drive customer fulfilment though organisational improvement.
• Ram Lingam · Capability Lead, Auckland Transport Ram serves as a Capability Lead at Auckland Transport. As an Agile Product Owner, he leads the development of leadership capability programmes and initiatives to grow an enterprise wide learning culture. Ram is a learning professional with over 20 years’ experience in the New Zealand Public Services scene, working across both central and local government organisations. He specialises in capability strategy, leadership development and has a deep passion for building robust learning ecosystems. As an accredited Leadership Coach and a Mindfulness Coach, he combines his expertise from the fields of marketing and learning to promote effective learning journeys. He is a strong advocate for improving meta-skills for better brand engagement. Ram holds two master’s degrees - MBA in Marketing and an M.Ed. in Digital Learning from Massey University.
• Leo Paas · Head of the Department of Marketing, The University of Auckland Before moving to New Zealand, I studied and worked in The Netherlands. This resulted in a master's degree and a PhD. In the Netherlands I worked for the large bank ING on database marketing, data mining and marketing research activities, which were also core for a role as consultant at Da Vinci Group in Amsterdam. In 2001 I joined academia, working at Tilburg University as an Assistant Professor in marketing and then at the VU University Amsterdam as an Associate Professor in marketing. In 2014 my family moved to Auckland, and I started as Professor in Marketing at the School of Communication, Journalism and Marketing (Massey University – Auckland). In 2019 I joined The University of Auckland Business School as a Professor in Marketing, taking on the roles of Head of the Marketing Department and program leader for the Master of Business Analytics in 2020. My areas of expertise are: Entrepreneurship in developing countries, direct marketing, big data analytics and survey data quality. He has published in top ranked academic journals such as International Journal of Research in Marketing, Journal of Economic Psychology, Journal of the Royal Statistical Society (A-Series), Marketing Letters and Sustainability, and also in applied journals for practitioners.
• Daniel Fine · Manager, CX Design, Nous Group Dan is an experienced and award winning human centred designer. He focuses on the needs and behaviours of people to develop strategies and design better experiences – especially within complex systems. He has over 10 years of practical experience working with member organisations, government agencies, not for profits and large corporates. An expert facilitator, Dan enjoys running co-design sprints and workshops that enhance user insights and develop innovative solutions that deliver tangible benefits to businesses and customers.
• Loan Kiss · Portfolio Manager, Sit-Down 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 launched and grown event programs across a range of industries.

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.
• 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.
• Tech Mahindra Enabling clients with unprecedented advantage in bringing profound customer insights, technology enablers, operations capabilities to help transform & partner in their pursuit to embrace Digital disruption. We offer improved connected experience across the customer lifecycle with an interplay of digital strategies across multiple channels.

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