CCO ANZ Live Series - April Edition 2022
Driving Innovation in Parallel with Digitalisation to Evolve your Customer Experience
Hosted by Factor
- 500 attendees
- 24300 hours
Overview
The level of customer experience that is expected these days continues to rise both operationally and digitally across all sectors. We must increase CX productivity to unprecedented levels and improve the digital experience. All aspects need to be factored in when reassessing the innovation and digitalisation from the organisation's values, structures, operations and technology. Organisations need to develop personalised customer interactions across multi-channels. In this months edition we will learn:
Evaluating technology through a customer problem solving lens
Not mistaking can-do with should-do for technology solutions
Creating a two-way human centred design to ensure better relationship building - one for customer and one for staff”
What to expect
- Speakers 5+
- Live Interactions 1:1
- Virtual Attendees 200+
- Sessions 6+
What we will cover
- Leveraging Your Growth and Profit Creating a blueprint for resilience
- Product-centric VS Customer-centric How to differentiate between the two and improve both
- New Growth with Data & AI Identify and penetrate new growth with the latest technologies
- Innovation in CX The holistic brand approach and what are we forgetting
Agenda
- Registration & Coffee(Plenary)
- Welcome Note(Plenary)
- Thought Leadership: Customer Centricity 3.0 - Strativity(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. Join this session to learn: Behaviours Insight-driven decisioning Visibility and purpose.
- Keynote: Creating a Two-way Human Centred Design(Plenary) Ensuring better relationship building is so important and you can do that by creating a two-way human centred design. In this talk you can hear about: Empowering you and your teams to build stronger bonds, become more efficient in your customer interactions The 3 Primary phases; Inspiration, Ideation & Implementation The right technology to use to solve your human centred system
- Thought Leadership: Building Resilience and Sustainability in Supply Chains(Plenary) For many supply chain leaders, the focus goes behind efficiency and cost control to support growth and build agile, resilient enterprises.
- Keynote: Evaluating Technology Through a Customer Problem Solving Lens.(Plenary) In this session we discuss using technology like Alexa with customers and also: Aligning customer outcomes with organizational goals. The importance of transparency with customers How to build more meaningful relationships with customers
- Morning Tea(Plenary)
- Thought Leadership: Embracing Digital Strategies to Propel Growth(Plenary) Tackle all angles on your organisations online presence and focus on what improvements can be made with the direct objective of achieving business growth.
- Keynote: Different Types of Technology Solutions(Plenary) With the advancement of Technology we need to update our use of the best kinds. hear how to: Not mistaking can-do with should-do for technology solutions The latest technology resources and when to use what Understanding your data
- Thought Leadership: How to Deliver Better Customer Experience(Plenary) Here we cover all aspects of creating the best CX experience, from customer service skills, touch-points, customer interactions, customer service strategies and many more.
- Keynote: The Future of CX is to Differentiate(Plenary) Studies show that 86% of buyers are willing to pay more for a greater customer experience. so how can we measure and deliver that to them: Generating actionable insights easily Delivering personalisation at scale Calculating your cutomer experience ROI
- Lunch(Plenary)
- Panel: CX Leaders of the Future(Plenary) In this panel today we hear from experts on: How things have changed in the past 3 years in CX What are the biggest trends in technology What are the challenges we are faced with going forward
- Keynote: Repositioning CX to Realise the True Value(Plenary) Customers never stop evolving so nor should your CX, so what is the true value of brand development? here we discuss: How agile ways of working can boost your CX CX design process and communication strategy Identifying & prioritising obstacles and opportunities
- Cocktail Hour(Plenary)
Speakers
Christian Bowman · General Manager - Internal Projects / CX & Engagement, Entain Group I help organisations grow through more effective use of Marketing, Technology and Customer Experience Design.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.
Gemma Alker · Centre Manager, Centre for Future Enterprise, QUT Gemma is an experienced professional, board member and executive coach. A university-industry partnership specialist and intrapreneur, she has a deep understanding of how to design and enable strategic growth and workforce capability through partnerships that are innovative, advance digital transformation, build community, and enhance reputation for large public and private organisations. With more than 20 years’ corporate experience, she has spent a decade in the higher education sector. Brands she has worked with include; Queensland Government, Commonwealth’s DTA, Department of Defence, Brisbane City Council, RACQ, Cisco, PwC, Opera Queensland, Watkins Steel, Moose Toys, Club Kidpreneur, CitiPower & Powercor, and Bond University, as well as schools and start-ups across APAC. Currently Gemma is the founding Director, Innovation Central Brisbane (ICB) in the Centre for Future Enterprise at Queensland University of Technology. Founded in partnership by global technology giant Cisco & QUT, Innovation Central Brisbane is an open innovation lab enabling collaboration between students, researchers and industry to accelerate digital solutions through design, experimentation and rapid prototyping. Find out more qut.edu.au/icb Gemma holds a Bachelor of Business (Public Relations) from QUT, is a qualified ICF executive coach, and certified AICD board member currently serving on the Clayfield College School Council and Women in Digital Advisory Board.
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.
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