CCO ANZ Live Series - February Edition 2022

Overview

CX Strategies, ISSPs & People Strategies, can all be artefacts that are over-rated. They often don’t convert to reality.

What an organisation needs is a CX Plan that is the Level Lower than what are often just Waffly Strategies.

Here we assess this and cover:

• Organisation alignment on who the customer is - Truly defining the customer

• Unifying your engagement strategy and delivery to CX growth

• Board and management buy in - Getting the non CX excited about the power of CX

• Clear communication: From Ambition to mapping, from mapping to the power of the spoken word: Truly communicating and filtering down the strategy, step by step from top to bottom to ensure a unified commitment across all business units

What to expect

• Live Interactions 1:1
• Sessions 6+
• Speakers 8+

What we will cover

• The Digital Way How to practically use technology to create ground breaking customer experiences.
• Discovery. Engagement. Delivery Deep dive into the 3 keys factors of CX and how to maximise these throughout the whole organisation.
• A Holistic Approach Engaging both organisations and customers on an emotional, cognitive and social level.
• 2022 and Beyond What the future holds for CX. How to implement for a stronger future for the organisation.

Agenda

• 9:00 am Thought Leadership: 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 in terms of behaviour, insight-driven decisioning, visibility and purpose.
• 9:31 am Keynote: Designing for Customers(Plenary) How can organisations be customer-centric during an organisational transformation? This session will explore: How to adapt in a time of change with a customer-centric mindset Leading and Training the right team for CX CVP's by emerging opportunities to build value and profit.
• 9:42 am 3 Success Steps to Centering Your CX Strategy Around First-Party Data(Plenary) For all the talk about a first-party data strategy, there hasn’t been much discussion of what a first-party data strategy actually is or how you should think about one. The truth is, any company with a customer has a first-party data strategy…it’s just a question of whether or not it’s intentional and effective. In today's session, we will share 3 success steps to centering your CX strategy around first-party data: How to prepare for a first-party data strategy : what first-party data means for your organisation, how to collect and activate first-party data, how data mature is your organisation? Defining success and what success looks like for your organisation : how to make value impact, what is the value exchange for your customer, how to use privacy in personalisation strategies? Where to start with developing a first-party data strategy : what software or strategies to consider, how to get your hands on first-party data, how to reach out to your audience without third-party data? Each of the steps will be illustrated with real life use cases and customers success stories to make it as relevant and useful as possible for you.
• 10:07 am Keynote: How to Shift Your Internal Operating Systems as a Leader(Plenary) High performance is an inside job. What is your current default way of thinking? And does it help or hinder what you’re building as a leader? Ram Castillo will share tools, techniques and frameworks to access empowered, value-aligned behaviour shifts. Learning outcomes: Why our results start with our mind How to identify behaviours that aren’t serving us What to do when our thoughts and beliefs need to change
• 10:29 am Keynote: Lifelong Customer Journeys within a Firm: Offering the Right Product at the Right Stage(Plenary) In this session we will delve into the customer journeys over the lifetime: The importance for building relationships and responding to the changing needs of individual customers Using multiple predictive models to select the right offer for an individual customer Interactive dialogues in terms of product offers Reinforcement machine learning for process automation
• 10:45 am Keynote: Creating Hybrid Customer Experiences To Drive Growth(Plenary) Customers want the best of both digital and physical interactions with businesses. In this session, you will learn: How to design a hybrid experience for customers Implementing strategies to build trust with customers Opportunities and challenges of delivering service in a hybrid world
• 11:07 am Panel: CX Leader Of The Future(Plenary) 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

Speakers

• 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.
• Leo Paas · Professor, 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.
• 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.
• Pawel Podolski · CEO / Exec Director, NECA Pawel Podolski is currently the Executive Director of the National Electrical and Communication Association in Victoria, leading the organisation across all aspects of operations, growth, industry relationships and advocacy. Prior to that, Pawel led several undertakings across technical, business, and finance divisions, leading diverse operational teams, driving turnarounds, devising financial and pricing strategies on large tenders, as well as supporting complex M&A transactions inside Top Fortune global organisations, as well as small-to-medium enterprises. Pawel’s specific experience and success track record in driving turnarounds and financial performance improvement, has given him a reputation of a fix-it authority within the organisations he has been involved with. Driven by the aim of continuous improvement and strongly influenced by the philosophy of Kaizen, Pawel has been particularly focused on integrating financial performance optimisation with process improvement and technology digitisation concepts. Specialising in improvement strategies, business transformations and innovating operating models, he often finds himself transforming under-performing functions/programs, optimising operations and developing winning growth-related strategies for organisations.

Partners

• Tealium Helping brands make data actionable, in realtime, across every customer experience touch point. Tealium revolutionizes today’s digital businesses with a universal approach to customer data orchestration – spanning web, mobile, offline and Internet of Things devices. With the power to unify customer data into a single source of truth, Tealium offers a turnkey integration ecosystem supporting more than 1,000 client-side and server-side vendors and technologies. The Tealium Customer Data Hub encompasses tag management, API hub, customer data platform and data management solutions that enable organizations to leverage real-time data to create richer, more personalized digital experiences across every team, technology, and customer touchpoint. www.Tealium.com
• 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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