CCO ANZ Series - February Edition 2023

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

• Practitioner : Vendor 20:1
• Speakers 20+
• 20+ Sessions Full Day Program
• In-person attendees 150+
• In-deep Interactions 1:1

What we will cover

• Evaluating CX Touch points CX Strategies For Customer Touch points
• CX Transformation Customer Engagement Transformation
• The future CCO How To Build Customer-Centricity
• The Voice of the Customer Evolution of VoC Across The Business

Agenda

• 8:30 am Welcome coffee & registeration(CCO ANZ Sit-Down)
• 9:00 am Welcome address and Introduction by Sit-Down(CCO ANZ Sit-Down)
• 9:05 am Why a digital-first strategy is essential to meet customers in their channel of choice(CCO ANZ Sit-Down) Contact centre organisations increasingly need to intelligently meet their customers wherever their journey begins, including in the channel, or channels, of their choice. In this session, Cameron Adams, Director – CCaaS and Digital Solutions Engineering, NICE, will discuss how the latest customer experience (CX) solutions can empower contact centre organisations to create personalised, efficient experiences across the entire customer journey. Join this session to learn: - Why an integrated omnichannel solution is essential to meet customers in their channel of choice - How taking a digital-first approach is helping a large multinational insurance company achieve next-generation engagement - How artificial intelligence (AI) and digital self-service helps customers like Scope deliver frictionless CX.
• 9:30 am Why the Relationship Between EX & CX Can’t Be Ignored.(CCO ANZ Sit-Down) Customer experience (CX) and employee experience (EX) are very closely connected. Any business leader worth their salt will tell you that if you treat your employees right, they will take care of your customers. If your staff feel supported, they are far more likely to create better customer experiences. It’s a simple message that sometimes gets lost as enterprises everywhere work overtime to provide the best service to their customer base while not spending enough time on making sure their staff are engaged. Join Sit-Down’s Director of Research & Production, Byron Connolly, and leading contact centre executives for a panel discussion on why the relationship between EX and CX can’t be ignored. Panelists will discuss: Why knowing your staff is just as importance as knowing your customers. The methods they use to ensure employees feel valued before they tackle customer experience. How investment in EX results in a corresponding increase in revenue and profitability.
• 9:55 am Customer Centricity 3.0- Strativity(CCO ANZ Sit-Down) 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
• 10:20 am Morning Tea & Networking Break(CCO ANZ Sit-Down)
• 11:00 am Cultivating a Continuous Improvement Mindset, With a Focus on CX(CCO ANZ Sit-Down) As consumers we often have an average experience when it comes to customer service, at times this experience could even be subpar, so it’s not an exaggeration to say that we barely ever have an amazingly personalised and memorable experience where the person serving us goes above and beyond to make sure we have what we need. However, at Westpac this has become a practice, joining us in this session as the National General Manager Customer Care, Jo Moxey, will be discussing the organisations “EmpowerMe” movement, which is an approach taken by the organisation which empowers its employees to go the extra mile and build personal connections with customers. Join us in this session to gain insights to: Thinking outside of the box when it comes to CX strategies. Building long lasting relationships with your customers. Enabling your team to personalise each customer experience.
• 11:35 am How to Design and Test a New Customer Value Proposition.(CCO ANZ Sit-Down) Identifying what customers value is never an easy task. Joining us in this session, Tina Morrell General Manager, Customer Strategy & Experience design at THE NRMA will discuss how in order to design and develop a new customer value proposition (CVP) you need to start with a customer need. Join this session to gain insights to: How to use customer insights to form a hypothesis that can be used to design, test, and validate a new proposition to take to market. Please join us to for a deeper understanding on: Realigning CX with the entire organisation as a part of your conscious approach How to deliver on these improvements for customers Capturing the hearts and minds of our people
• 0:10 pm Building an Effective CX Strategy When You Don’t Have the Resources of an Enterprise.(CCO ANZ Sit-Down) While there are several conventional CX strategies that enterprises can adopt, they often don’t apply to smaller organisations that have less money to spend on technology and people. Join Sydney University’s Customer Experience Manager, Emma Brady, as she discusses how to design and deploy a CX strategy that your organisation can afford. Join this session to gain insights to: Building unconventional yet effective strategies that use different aspects of CX that benefit your organisation. Creating CX approaches that provoke and challenge your mindset.
• 0:40 pm Lunch & Networking Break(CCO ANZ Sit-Down)
• 1:55 pm Lessons Learned - Rolling Out Analytics & Insights.(CCO ANZ Sit-Down) When you think of successful customer experience as an organisation, who comes first? Your customers or your staff that are at the coalface? It is no surprise that employee engagement and customer experience go hand in hand. Therefore, the first stop on the road customer satisfaction is the mindset of your employees. During this session we get together with Sophie Imbert of Russell Investments to discuss optimising your data for the benefit of your employees. Please join us to gain insights in: Do’s and don’ts on how to engage employees when rolling out a VoC program to make it stick Empowering employees to have a voice around improvements that impact the customer experience. Elevating data within the organisation
• 2:20 pm Using the Platforms Available to Leverage Your Customer Service.(CCO ANZ Sit-Down) David Young, head of contact centre operations at iCare, will be discussing their approach to utilising the collected data to best serve the team support structure to best serve the customers. Join this session to get insights to: Reducing your costs while simultaneously improving customer experience. Learning about your customer to optimise CX.
• 2:45 pm Building Empathy Across Your Contact Centre Teams(CCO ANZ Sit-Down) Every call that is answered by contact centre staff at multinational logistics and courier company, Aramex, is from a customer who is unhappy that their package has not arrived at its intended destination on time. It’s an unenviable and challenging job for the organisation’s contact centre staff in the Philippines and Australia who answer up to 10,000 contacts from customers each day. John Kiprovski, Head of Contact Centres at Aramex employs coaches who train these agents on how to build empathy with callers to ensure that nobody is, as he puts it, “treated like a number.” This ensures that the organisation is providing a better customer experience. Empathising with a caller’s situation is also crucial for contact center agents at care, an organization that provides workers compensation insurance to more than 329,000 public and private sector employers in NSW and their 3.2 million staff. Join Aramex’s John Kiprovski and icare’s Head of Contact Centre Operations, David Young, as they chat to Sit-Down’s Director of Research and Production, Byron Connolly, about how they are building empathy across their contact centre teams and the role automation technologies are playing in streamlining their operations.
• 3:10 pm End of Day & Closing Remarks by Sit-Down(CCO ANZ Sit-Down)

Speakers

• Sophie Imbert · Head of Customer Experience and Transformation, Russell Investments
• David Young · Head of Contact Centre Operations, icare Helping small and large business solve puzzles in the customer service arena
• John Kiprovski · Head of Contact Centres, Aramex Experienced Head Of Customer Service with a demonstrated history of working in the package/freight delivery industry. Skilled in Mentoring, Coaching, Communication, Coaching & Mentoring, and Customer Experience. Strong support professional with a DIPLOMA in BUSINESS _ MAGOR IN TOURISM focused in Business Administration and Management, General from syndey technical college (UTS).
• Arti Kumar · Vice President Human Resources, Hyster-Yale Group Our future is our talent! Attracting, engaging and developing talent becomes the cornerstone of all successful businesses. As a HR and Business Leader, who is passionate in the areas of people and organizational development, I gain greatest satisfaction by trying new, and creative things to go with the traditional, tried and tested models and theories. People are unique and understanding and leveraging their uniqueness helps drive high performance and engagement. One of our biggest competitive advantage comes from our people and I like to take a pragmatic approach to supporting the business and our people in helping us meet the objectives especially in this everchanging dynamic environment. I represent the talent agenda at the executive table and come with a business savvy outlook to consider the best alternatives for the business and our people.
• Emma Brady · Customer Experience Manager, University of Sydney Emma is a passionate customer advocate who is focused on making CX attainable and achievable for businesses at all levels. Emma specialises in developing innovative strategies incorporating human centred design and service design to bring the CX vision to life. Emma aims to cut through the noise and create strategies which are accessible and make an impact.
• Jo Moxey · National General Manager Customer Care, Westpac A senior executive with extensive hands-on experience in strategy, acquisitions, sales and logistics. Strategically focused, action orientated with strong analytical skills, has a track record of performance in multi-channel businesses with B2B customer management and negotiations at CEO level. Effective decision maker, demonstrating strong managerial courage, considers all facets and implications in order to move the organisation forward. Key competencies include inspiring an organisation, demonstrating the ability to project with impact and inspire large groups. A strong democratic leadership style, but one that holds people accountable, and allows empowerment for people to learn from their mistakes. Ability to drive change, while knowing how to translate ideas into actions in complex environments. A high level of financial capability and understanding. Strategic agility, a cerebral and intelligent approach to strategy and the clear ability to apply in practice. Excellent stakeholder and relationship manager, ability to communicate with and inspire confidence when dealing with external customers, stakeholders and board of directors. Non Executive Director experience, demonstrating highly developed skills in creating, executing and reviewing strategy. Has a comprehensive understanding of corporate governance principles, and can demonstrated ability to communicate and influence at the board table
• 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.

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.
• Nice NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.

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