CCO ANZ Hybrid Series - September Edition 2022
Revaluing your CX Strategy, Measuring your Success and Reprioritisation
Hosted by Factor
- 500 attendees
- 31200 hours
Overview
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? How can you blend technology-empowered CX with the human touch? How can you measure this success?
Join us in this edition of the CCO Series as we get into:
Assessing the initial organisational ambitions and the diversion in the execution
Utilising the data and customer insights to evaluate CX Growth and identify strengths and weaknesses
How tech can help drive the right conversation with your customers
What to expect
- 2 Executive Roundtables with 40+ CCOs Sit-Down Executives
- 20+ Speakers Full day program
- Intimate and content driven 150 Attendees
- 20:1 Practitioner:Vendor
What we will cover
- The Voice of the Customer Evolution of VoC Across The Business
- Touch points CX Strategies For Customer Touch points
- Transform your CX Customer Engagement Transformation
- Future of CX How To Build Customer-Centricity
Agenda
- 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: The GO Zone!(Plenary) How do you mix sustainable peak performance with resilience, recovery and having fun to optimise your day and outperform your competition? By getting into the Go Zone! Go Zones are periods of total focus without excuses or distractions working on todays key tasks. Slow Zones are longer periods of still productive but less stressful endeavour and No Zones are guilt free recovery periods outside of work hours. Having the ability to ’switch gears’ or Zones is crucial to be at your best when you need to without wearing yourself and others out in the process. Learn how to identify which Zone you are in, which zone you should be in and how to make the change. Increase productivity, reduce stress, build resilience, protect mental health.
- Fireside Chat with FullStory & Kogan: Delivering Exceptional Digital Customer Experiences through Data Driven Insights(Plenary) In the session, we will explore the details of how Kogan.com partnered with FullStory's Digital Experience Intelligence Platform and team to identify unknown unknowns in their customer journeys, develop customer-driven roadmaps and enhancements and drive data-driven practices across the business. In an increasingly digital world, where small increases in customer conversions can equate to millions of dollars in revenue, being able to build exceptional digital experiences that delight your ecommerce customers and keep them coming back for more, is vital. Kogan.com are pioneers of Australian e-commerce and one of Australia’s largest and most loved online retailers, guided by the ethos to make the most in-demand products available to all. The Kogan group’s portfolio of online retailers across Australia and New Zealand, including Dick Smith , Matt Blatt and Mighty Ape . Kogan.com also operates Kogan Marketplace, allowing vendors to sell through the site, and a suite of essential services; mobile, internet, energy and insurance, plus a Kogan Travel deals site. Born in a south-eastern suburb Melbourne garage in 2006 from a young entrepreneur's idea to revolutionise the supply-chain to make the latest products more affordable. Kogan.com is now the largest Australian pure-play online retail website with hundreds of thousands of visitors each day and a customer base of millions of Aussie and New Zealand shoppers. Kogan's success is built off technology and digital efficiency to make the most in-demand products and services more affordable and accessible for all. The Kogan.com team love being pushed outside our comfort zone and being challenged to continuously deliver the best value to their customers and that sets them apart from the rest. Learn how this partnership has helped Goran and the Kogan.com CX team understand and enhance their customer's interactions at various touch points across web and mobile apps. By embedding FullStory into a best of breed technology stack and day-to-day workflows Kogan.com will share how they were able to quickly enable multiple integrations to create an environment and experimentation culture enhanced by quantitative and qualitative data for improved insights and decisions.
- Morning Tea & Networking Break(Plenary)
- Building Customer Trust & Engagement(Plenary) A holistic view of building customer trust & engagement in the Local Government sector with case studies across two councils: City of Stonnington and Knox City Council. A blended discussion on customer, technology and digital transformation journey from two LG perspectives. Plans though, rarely materialise as intended. For example, during the Stonnington journey, they found higher levels of technology debt than first assessed, no processes mapped, no centralised data model and had to deal with a cyber-attack. At Knox, a recent organisational structure, new teams and a new CX strategy that needed funding. So what are the lessons and what could have been improved? In this session Greg highlights the following: · Share lessons learnt from customer experience & digital transformations · Particular focus on CX outcomes, including, use of customer insights to drive improvement, service design and embedding a customer-first culture change
- Delighting the Digital-First Customer with Effortless Customer Service(Plenary) Digital-first customer service has redefined ‘effortless’. Customers expect anytime, anywhere support that is personalised and consistent. CX teams continue to struggle with overwhelming contact volumes and inadequate technology for their agents. This session will discuss what businesses can do to offer exceptional services & hyper-personalised experiences.
- You Can't Lead Anyone, If You Can't Lead Yourself(Plenary) How do you lead your teams, your organisation and yourself to achieve the best CX experience possible while still having a work/life blend that you can love? Yes, love! This session will help you focus on your values, your BIG goals and the top contemporary leadership behaviours to help you and your team achieve those goals. Please join Maxine Driscoll as she shares how can organisations and brands turn this opportunity into a reality. Identifying the values to align with the big goals Contemporary approach to transformational leadership Reinforcing the values of leadership
- Lunch & Networking Break(Plenary)
- Panel: Revaluing your CX Strategy(Plenary) Many talk of the 3 D’s of CX being design, delivery and DNA. Is DNA encompassed by company culture, and how important is that? How to reassess your CX strategy and how aligned are we with our customer goals How can we as leaders optimise omni channel customer experiences How can organisations ensure that their CX investments are enhancing customer value?
- Better Brand Experience Beyond The Cart(Plenary) We've all been on the receiving end of a poor delivery experience. But with limited control and no real alternative, as customers our expectations are at an all time low. Let's look at the reasons why delivery isn't keeping up with the increase in eCommerce demand and how brands can choose partners to help overcome the big CX pitfalls. In this session we discuss: What do many customers experience once they've checked out? What's the delivery landscape of today and how does it contribute to a breakdown in CX? What are some new ways to think about eCommerce delivery?
- Brand Trust: How to overcome a Crisis of Context and Build a Brand that People Love(Plenary) In 2022 marketers have found themselves in a crisis of context: COVID has escalated partisan politics and highlighted existing social inequalities. Tech giants have been forced to take to social media to make statements around questions of diversity, while businesses of all sizes have come under scrutiny for their hiring and firing practices. In this context, corporate responsibility, and accountability, has been transformed from a buzzword to make-or-break. In this session CEO of Strategic Anarchy Leela Cosgrove argues that building a strong brand identity is as essential in both B2B and B2C. Cosgrove will argue that the last 3 years has spelled the death-knell of “entrepreneurial bro culture” that has celebrated image over the delivery and explain how building a brand identity people can trust will help businesses of the future attract talent, grow revenue, and steer their companies into “the new normal”.
- Afternoon Tea & Networking Break(Plenary)
- Moving from "Re-Foundation" into "Re-Generation"(Plenary) Stepping into the role of CEO of a Franchise Network that has been in Victoria for over 80 years has been the most rewarding experience, however, it hasn’t been without it’s challenges. One of the key parts of this process was identifying who we are as a brand, and who our customers are. This process has taken just over 2 years, and we are now moving from a “re-foundation” phase into a “re-generation” phase. What does a re-generation phase really looks like? Does it empower our customers? And how can leaders create a scalable yet human-centred customer experience? Join Charlotte as she shares her incredible journey as a leader in the real estate space:
- Evolve: The Loudest Guest - How to Change and Control Your Relationship With Fear(Plenary) Dr Amy will help you to change and control your relationship with fear. Are you prone to worrying, being hesitant or overly concerned with something Desire to do something new but worry that you couldn't or shouldn't, or that you would fail Talk yourself down either out loud or in your head Feel that there must be more to do or feel, but you seem to get in your own way Are too "in your head" - full of doubt, regret or indecision Spend too much time thinking about what people think of you Want to explore how much fear is controlling your choices in life. Would like to say more about what you are feeling to create deeper trust or connection.
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.Maxine Driscoll · CEO, Think Strategic I'm a trailblazer in education and the entrepreneurial world. I have lead schools in Australia and Asia to become future-focused always bringing creativity, change and innovation to my teams. I'm also a passionate and inspirational edupreneur. In 2014 I founded a global consultancy called "Think Strategic". My mission is to empower and develop a whole new generation of leaders to change organisations, businesses & schools around the world to truly meet the needs of the 21st Century. It's exciting!
Leela Cosgrove · Founder & CEO, Strategic Anarchy Leela Cosgrove wasn’t supposed to become the Founder of a successful company. She grew up in a housing commission suburb in Brisbane, Australia, surrounded by violence, drug use and the ongoing rhetoric that she would amount to nothing. She refused to submit to the expectations set for her, defying the odds and escaping the cycle of poverty she saw around her by starting her own boutique B2B consulting firm and growing it into a multi-million dollar enterprise. Leela: was named in the top 50 fast growth companies in Australia and top 8 of Female Founded Companies in the Asia Pacific Region; has been named as one of Australia’s top 25 female entrepreneurs; is the Australian Chapter Leader for the Dell Womens Entrepreneur Network; has spent time on Necker Island with Richard Branson; has collaborated with Fashion icon Hermes and with Virgin Australia; was nominated for the Veuve Clicquot "New Generation" entrepreneur award; has spoken at TED; and presents throughout Australia, the US, Europe and Asia.
Erin Williamson · CMO, Deliver In Person Erin Williamson loves customers - being one, acquiring them, retaining them and understanding what makes them tick. As a generalist marketer with 20 years experience, Erin has worked across gaming, automotive, business services, travel, eCommerce in leadership roles and now finds herself outside her comfort zone in logistics as the CMO of same-day delivery start-up Deliver In Person. The disciplines Erin enjoys most are brand strategy, marketing research, customer experience, and the interplay between creative and media. She loves the usual stuff: books, cooking, beaches, wineries, restaurants, art. Her stressors include keeping her dog quiet on video calls and avoiding cheese.Greg Curcio · Director Customer and Performance, Knox Council I lead with empathy, openness and a sense of purpose that has resulted in highly valued outcomes over a 20 year career in transformation, digital, technology, product management, customer experience and operations. Innovative digital product designer and manager across many industries, including owned start-ups. Bootstrapped owned digital products, delivered go-to-market strategies and grew in established industries. Skilled in leading transformation and change, leveraging technology and growing capabilities so that teams can build innovative products & services for the modern world. Achieved through extensive experience in operating within complex organisations, managing stakeholders (C-Level through to team members) and customers. Deep technical experience in customer experience (incl. voice of the customer insights), portfolio, program, project, change management, product management, data management and problem solving methods resulting in on-time, on-budget and strong return on investment. Advanced experience in building, shaping strategies, end-to-end operating models and teams in the technology, digital products, transformation and operations disciplines resulting in highly effective and engaged people.
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.
- Freshworks Our boilerplate: Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For more information visit www.freshworks.com
- FullStory FullStory’s digital experience intelligence solution empowers businesses to continuously improve the digital customer experience across sites and apps. At the core of FullStory is a powerful analytics engine that connects digital interactions to the metrics that matter most to businesses. FullStory proactively surfaces top opportunities to optimize digital experience, enabling teams to understand issues, prioritize fixes, remediate bugs, and measure the impact of those changes. With FullStory, product, engineering, and UX teams can align around the customer, break down internal information silos, and achieve company objectives together—faster. The end result? A digital experience customers love.
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