CCO ANZ SERIES - JULY EDITION 2021

Overview

In the new normal, everyone needs a smarter way to workflow. Organisations need to scale up quickly, maintain business continuity, and enable productivity, to back this up with research, recent studies and surveys indicate more than 96% of fortune 500 organisations believe that digital workflows are the building blocks for the modern experiences employees want and customers expect.

It is now more important than ever to make it easier for both customers and employees to get what they need, when they need it and embed intelligence into every interaction to create a path to better experiences that break down silos and unlock productivity.

What to expect

• Virtual Attendees 150+
• Live Interactions 1:1
• Speakers 10+
• Roundtables

What we will cover

• Effective methods and strategies to optimise operations and workflows
• Challenges organisations face when it comes to CX management A deep-dive into proven use cases and transformation journeys undergone through COVID-19 pandemic
• What to consider moving forward An honest conversation with 6 CCOs, the winning moments in the past 2 years, the challenges, the 'aha' moments and what to consider moving forward
• Solutions to make an end-to-end strategy possible Exploring the technologies and implementations currently in place in leading organisations and the outcomes thus far

Speakers

• Gareth Lewis · Content Creator, Factor Creatively driven, strategic thinker, with a passion for story-telling & story-doing. Working to helping business leaders connect through meaningful and engaging experiences.
• Chris Pennington · Chief Customer Officer, SugarCRM Passionate business leader with a focus on Operations, Service Delivery, Client Satisfaction and Strategic Business Development. A strong decision maker grounded in Core Values, a deep belief in fact-based, data analysis, and an enduring ability to inspire others. ~30 years’ broad IT and Management experience working across USA, Australia, Asia and UK with all levels of business and a wide range of vertical markets.
• Adam Nettheim · Head of Customer Operations, CSC Adam is a financial services industry professional with more than 24 years' experience across insurance, superannuation and financial advice. The majority of this time has been in leadership roles across a number of service and product providers with a strong focus on governance, business change and member centricity. Adam has extensive experience in the superannuation industry in both scheme administration and member facing roles. Adam holds a Graduate Certificate of Business Administration, a Graduate Diploma in Financial Services (Financial Planning) and is a Fellow of the Association of Super Funds of Australia (ASFA) along with holding a Trustee Associate accreditation with ASFA.
• Louise Portelli · Former CCO for MLC, now Founder/Principal, Melita Consulting, Melta Consulting Louise is an international executive with a strong track record in building and transforming businesses to accelerate growth and customer-focused innovation. She is known for her results focus, engaging leadership style and ability to disrupt traditional thinking. As Chief Customer Officer for MLC Insurance, Louise built MLC’s first customer division and steered MLC through a recovery that redirected the corporate strategy, reducing costs and risk while stabilising customer retention. As KPMG Partner and Head of the Customer Experience Practice in the UK, Louise led some of the most significant customer experience programmes in Financial Services. Her reputation for delivering complex transformation programmes was cemented in the years following the Global Financial Crisis, when she delivered large-scale regulatory change and remediation programmes addressing mis-selling and poor customer experience. Louise’s early career in Human Resources has given her a deep understanding of cultural change, resulting in high people engagement scores throughout her career. She is a strong advocate of the diversity agenda and was KPMG’s selected nominee for the Financial Services Women’s Achievement Award in 2016. Louise is an experienced Board member in the not for profit sector and guest lectures in Customer Experience, Business Transformation and Leadership & Diversity.
• Loan Kiss · Portfolio Manager, Sit-Down I am a strong conference/events and content management professional, with 11+ years experience in managing commercial conferences, content and event production teams. I have successfully launched and grown conference and content programs across a range of industries.
• Sreelesh Pillai · GM, Freshworks Sreelesh Pillai is the General Manager at Freshworks Australia. He is responsible for the growth and revenue numbers for the ANZ region. Sreelesh was one of the first marketers at Freshworks and has been with the company right from the start. Before Freshworks, Sreelesh was with Zoho and Sify in the marketing domain. He joined Freshworks and soon became the Director of Marketing and Customer Acquisition before moving to Australia in April 2015 to kickstart the ANZ operations for the company

Partners

• Khoros · Event Partner Khoros is a global leader in digital-first customer engagement software. We build enterprise software for digital customer service, online brand communities, and social media management — differentiated by award-winning services with 20+ years of experience. Over 2,000 brands, including 52 of the Interbrand 100 companies, use Khoros to create customers for life. Khoros has over 10 industry awards from TrustRadius, Stevie Awards, G2, and more. Khoros, built from Spredfast and Lithium, is part of Vista Equity Partners with nine offices globally.
• ServiceNow At ServiceNow, we make the world of work, work better for people. We deliver digital workflows that create great experiences and unlock productivity. With 6,200+ customers, we serve ~80% of the Fortune 500. And we are on the 2020 list of FORTUNE World’s Admired Companies®. This is the future of work.
• SugarCRM SugarCRM is how marketing, sales, and service teams finally get a clear picture of each customer to help businesses reach new levels of performance and predictability. Sugar is the CRM platform that makes the hard things easier. Thousands of companies in over 120 countries rely on SugarCRM to achieve high-definition CX by letting the platform do the work. Headquartered in Silicon Valley, SugarCRM is backed by Accel-KKR.
• Freshworks Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. Freshworks SaaS products are ready to go, easy to use, and offer quick returns on investment. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers throughout the world.

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