CCO ANZ LIVE SERIES - MAY EDITION 2022
Lead organisations' understanding of a successful CX roadmap
Hosted by Factor
- 500 attendees
- 32700 hours
Overview
As CX leaders and well, as individuals, it's safe to say that we all aspire to what would be a wholesome customer experience but what does it take to achieve the best possible outcome when it comes to customer delight.
How do we as leaders within our organisation inspire growth and capability within our teams and also position the CX function in the possible place when it comes to CX design and alignment? What does it take to get heard from the management in this journey? And how do we know we are taking the next steps when it comes to innovation and/or tools?
During this month's CCO ANZ Series, we get together to understand and gain key insights into:
• The positioning of CX from the initial design process
• Defining your talent strategy and what success means for your CX teams
• Understanding the new generation’s mentality and creating the path for harvesting and developing the right attributes in your CX teams
• Harmonising your data strategy with your organisational CX strategy
• The synergies in CX and employee experience, Creating and mastering the balance in work flexibility
What to expect
- Speakers 15+
- Practitioner : Vendor 20:1
- A day with 150 CX leaders 150+Attendees
- Interact with 20 leaders in your field in their most sharing moments Executive Sit-Downs
- 20+ Sessions 1 Full Day
What we will cover
- CX Positioning The positioning of CX from the initial design process
- CX Talent Defining the strategic outcomes and contribution of the CCO
- Data driven CX Harmonising your CX data strategy with your organisational CX strategy
Agenda
- The power of evolution for the future of customer communications(Plenary) Take a trip down memory lane about the concept of ‘evolution’ Understand why an evolutionary approach to technology improvement will potentially minimise risk to your cx, and maximise return Learn how essential communications play an important role in your CX cloud tech stack
- Keynote: Why Embedding CX is Part of Our EX(Plenary) Employee experience has never been so important to customer experience. In this session we discuss: The link between customer experience and employee experience is undeniable and valuable If you treat your employees well, your customers will be happier, and your business performance will be better COVID has provided unique opportunities to review priorities and accelerate innovation
- Thought Leadership: Customer Centricity 3.0 - Strativity(Plenary) T he 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.
- Morning Tea & Networking Break(Plenary)
- Evolve Speaker- Innovation with Universal Design - Stumbling upon Success(Plenary) What hacks can be used to make innovation unique? Designing systems for the average person under perfect conditions seeks to satisfy the group, while often failing to serve each individual. Conversely, Innovating with Universal Design in mind solves problems that are obvious for the individual but which often have unintended positive consequences for the wider population. Many technologies designed with disability in mind have gone on to become crucial and ubiquitous tools favoured the world-over by broader populations despite their abilities or limitations. Universal design has the ability to solve problems previously shrouded by the naivety of narrow objectives.
- How to build a Customer Experience Culture in your Business(Plenary) In order to attract the right CX talent, it is critical to build a CX Culture first. David will take you through his experience In implementing a customer-first culture and how he and the team are assisting companies to achieve this. David will provide a point of view on the steps you should take to create an enterprise wide customer-centric organisation. Including: how to use brand experience principles, end-to-end measuring and reporting and becoming the authority on understanding your business’ CX maturity. David will provide the 10 key questions you need to answer to build a powerful CX culture .
- Lunch & Networking Break(Plenary)
- Delivering Curiously Human Engagement with Your Customers(Plenary) The traditional contact centres model no longer works. The rapid increase in digital adoption, and shifts in many business models provides opportunities for contact centres to not only lift customer satisfaction, but employee satisfaction as well. Many companies are transitioning to more convenient and efficient forms of engagement, where messaging plays a key role. Automation and bots are an integral part in navigating between voice and mobile channels, however, many companies forgo the crucial "human touch". Hear from Director of Strategy at LivePerson, Kevin Wordon as he discusses how businesses are delivering technology powered conversations that are Curiously Human™ and how the Human Bot Tango leads to better customer and agent experience.
- Evolve Speaker- Helping Humans Think in New & Different Ways(Plenary) Enhancing Thinking Skills is the next big opportunity to unleash higher performance in every individual, group and team. Dr Ken Hudson's helps leaders and their teams enhance the way they think in fast, simple and effective ways. Generate amazing ideas & solutions – in minutes! Become unstuck Boost your energy Create new growth Make a big impact (in a short time).
- Keynote: How CX is Helping to Keep Our Talent(Plenary) Focusing on solving customer problems within a business is not only great to drive business outcomes and growth but it also enables employees to unite and be involved in great programs of work that support their development and drive employee loyalty. Join us as we discuss: Improving data transparency in your organisation Creating Agile Multi-Disciplinary Teams
- Afternoon Tea & Networking Break(Plenary)
- Evolve: Build a Winning Mindset & High Performance Habits(Plenary)
- Panel: What is Next for CX(Plenary) In todays panel we speak to CX experts what we need to work on for the future. Forecasting the future trends in CX to pre asses who or what is lacking The importance of Diversity and Inclusion
- Evolve Speaker- The Secret Tools of Modern Leaders(Plenary) KG exposes the impact of some of the most well-researched and effective tools of great leaders. His talk tackles specific leadership skills and techniques that leaders of all levels can use
Speakers
Yvette Mihelic · Director Customer Experience, John Holland Yvette has extensive customer experience expertise across industry and sector with a more recent career focus on public transport. Previous industries include Financial Services, Telecommunications and Local Government. Yvette has helped shape communities and cities – connecting customers with people and places important to them. She was responsible for the implementation of Opal (Electronic Ticketing System) across Sydney Trains and NSW TrainLink as well as the establishment of the multi-modal Revenue Protection division across all NSW Public Transport modes. She also delivered the Customer Channel Transformation Program which resulted in multi-faceted improvements for the way public transport in NSW interacted with its community, customers and visitors using transport in the state. Pioneering and leading On Demand Transport trials across Sydney, Yvette has been able to rapidly prototype, test and flex operational and customer experience design of innovative modes of transport. Most recently she is leading customer experience within John Holland’s Rail and Transport division and has designed, developed and implemented customer experience strategies from a corporate perspective as well as several public transport contracts across Australia. She has a passion for delivering personalised and contextualised customer experience strategies that provide a continually improving customer experience while delivering better outcomes for our clients and communities.
Chris Mumford · Director Customer Experience, Torrens University Australia Chris Mumford is the Director of Customer Experience at Torrens University. After spending 15 years working in operational management in financial services with Macquarie Bank, KPMG and Suncorp, Chris made the switch to the education industry in 2017, taking on the task of building an operational framework to support the rapid growth that Torrens was enjoying. He then took on the role of Director of Student Recruitment, guiding the institution through the COVID pandemic while recording 30% year on year growth. An increased focus on student experience saw Chris move into the newly created role of Director of Customer Experience in July 2021.
Aaron Everingham · VP Sales and Operations CXM APAC, Quadient Aaron Everingham is the leader for Quadient CXM Asia Pacific, and responsible for driving the strategy for Quadient’s intelligent communications automation (ICA) solutions. He has a wealth of experience having worked extensively in IT, eCommerce, Digital Marketing and Content Management with over 25 years of experience in helping financial services and insurance, utilities and other regulated industries, leverage cutting edge technology to better serve customers and clients through digitalisation of customer and user experiences. Building on the high level of collaboration and engagement across this region, Aaron puts the customer needs at the heart of everything that him and his team does, whilst guiding the evolution and adoption of Quadient technology in APAC.
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.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.
Keith Tang · Senior Marketing Manager, International Operations CXM, Quadient Keith Tang is the custodian for demand generation marketing across Asia Pacific, Latin America and Europe at Quadient. Coupled with over 7 years of experience in application and tech marketing togerthe with a passion for storytelling, Keith is responsible for driving initiatives and content that positions Quadient as a leader of intelligent communication automations (ICA). Keith and his team considers the impact of the brand and puts the customer at the heart of their campaigns.
Will Santry · Head of Customer Experience, ANZ, SAP Australia Will Santry is the Head of Customer Experience at SAP in ANZ. He is an accomplished Executive having held Digital and Customer Experience leadership roles across the globe and advised brands such as Cannon, Red Bull and Marks & Spencer. Will has led large scale digital transformation programmes of work and has extensive experience building high performing teams that deliver amazing customer experiences and business value. Interesting point for MC: Will lives in Sydney with his wife and two children, enjoys playing Soccer and is passionate about restoring old Volkswagens.
Partners
- 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.
- Quadient Quadient is the driving force behind the world’s most meaningful customer experiences, helping customers worldwide simplify the connection between people and what matters. Quadient's award-winning Inspire suite helps organisations manage customer journeys, and enable business users to design and deploy personalised, accurate and compliant communications across all channels, in the cloud or from any premise.
- 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.
- Liveperson LivePerson makes life easier for people and brands everywhere through trusted Conversational AI. Our Conversational Cloud platform empowers consumers to stop wasting time on hold or crawling through websites and message their favorite brands instead, just as they do with friends and family. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI at scale and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. LivePerson was named to Fast Company’s World's Most Innovative Companies list in 2020 and is a founding member of EqualAI. For more information about LivePerson (NASDAQ: LPSN), please visit www.liveperson.com.
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