CCO ANZ Series - March Edition 2023
Revaluing your CX Strategy, Measuring your Success and Reprioritisation
The Langham, Melbourne
Hosted by Factor
- 500 attendees
- 27600 hours
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
- In-person attendees 150+
- In-deep Interactions 1:1
- Practitioner : Vendor 20:1
- 20+ Sessions Full Day Program
- Speakers 20+
What we will cover
- The Voice of the Customer Evolution of VoC Across The Business
- CX Transformation Customer Engagement Transformation
- Evaluating CX Touch points CX Strategies For Customer Touch points
- The future CCO How To Build Customer-Centricity
Agenda
- Welcome coffee & registration(CCO ANZ Sit-Down)
- Welcome address and Introduction by Sit-Down(CCO ANZ Sit-Down)
- 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.
- 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. Panellists 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.
- Building effective leaders at every level of the modern workforce - Skillsoft(CCO ANZ Sit-Down) Leadership is the foundation of every business. And as businesses look to retain top talent and fill the talent pipeline, building effective leaders has become an integral part of skilling across the organisation. In a world that has become rapidly virtualised, real-world leadership application training, such as digital coaching, has started to play an Increasingly critical role in the employee lifecycle. Hear from Skillsoft and a panel of your peers to learn about the evolution of leadership development in today’s workplace, how to scale leadership training across the organisation, and modern, hands-on leadership training tactics that will ensure your employees succeed.
- Morning tea and networking break(CCO ANZ Sit-Down)
- Getting healthcare workers to attend to customer value(CCO ANZ Sit-Down) Claire Jennings has extensive experience leading teams of nursing staff at healthcare organisations. Jennings is now Chief Customer Experience, Risk and Compliance Officer at disability service provider, Scope and her experience in nursing has provided her with a unique perspective on leadership in the healthcare sector. She says that in healthcare, intelligence comes from people working at the coalface and listening to these customers is the first approach CCOs must take. Join us in this session to gain insights to: Introducing CX voice of the customer (VoC) into the healthcare sector. Tactfully changing the cultural mindset within your organisation.
- How Tennis Australia creates memorable customer experiences(CCO ANZ Sit-Down) Join Sit-Down as Karen Clydesdale, Head of Customer Experience and Customer Relationship Management, at Tennis Australia as she unveils the customer-centric measures the organisation has employed to create memorable experiences for fans. Join this session to gain insights to: Transforming the business with CX in mind. Providing a memorable customer experience. Using the technology available at hand to opitimise CX.
- Change transformation with people at the centre(CCO ANZ Sit-Down) Nicole Good, Head of Customer Experience at Bristol-Myers Squibb will discuss the importance of capturing the hearts and minds of customer experience staff during any change transformation program. Good will also talk about how CCOs can navigate through ‘cross-functional barriers’ in the pharmaceutical industry.
- Creating a healthier customer network using Metcalfe’s Law.(CCO ANZ Sit-Down) During times of economic pain, all organisations have to pivot and create new strategies, this is even more true in the case of Energy providers. Joining us as the Head of Service Delivery at Alinta Energy, Kevin Watts will be discussing the organisation’s approach to providing their customer with the best care possible using Metcalfe’s law. As Kevin mentions, while increase in energy rates isn’t something that they can control, they can however invest their resources on reducing the time and effort that their clients have to put in, therefore creating a healthier customer network within the organisation.
- Lunch and networking break(CCO ANZ Sit-Down)
- Using data and technology to serve your customers better(CCO ANZ Sit-Down) Join Dee Grieger, Head of Technology, Customer Care at Latitude Financial Services as she discusses why understanding your customers’ needs through the product journey is vital. She will talk about the crucial role data plays in understanding those needs and using technology to enhance the customer's experience. Join this session to gain insights to: Automating processes when there is a benefit to the customer. The CX life cycle through a product journey.
- Tools and techniques to improve employee bandwidth, ownership and provide a better customer experience(CCO ANZ Sit-Down) Managing the bandwidth of your staff so they are more productive can be a difficult, particularly as new hybrid work models, where many staff are in remote locations, become more popular. What’s important is that you create visibility and transparency around employee data and optimise that information to create a narrative that can be used to improve effectiveness. Join Mondelez International’s Head of People [CS&L/Gourmet Foods/Kraft Suttontown] & Head of ER [ANZ] Michael Asmar, for this session on how the global food manufacturer is using technology tools to optimise its talent force effectiveness to provide a better experience for its customers. Join this session to gain insights into: Using data and analytics to better manage the effectiveness of your talent force Gaining more visibility over the end-to-end employment lifecycle Leading teams with more purpose.
- Retaining staff in a tight labour market(CCO ANZ Sit-Down) Since 2020, the supply of workers has been impacted by what has been described as “The Great Resignation” where employees voluntarily resign from their roles for various reasons from inflexible remote work policies to toxic work environments. This trend has put pressure on employers to think of new ways to retain staff in an increasingly tight economy where good people are hard to find. Join Deanne Martin, Head of Customer Experience at Seek and Dee Grieger, Head of Technology, Customer Care at Latitude Financial as they discuss how they retain employees in an extremely competitive economy.
- End of day and closing remarks by Sit-Down(CCO ANZ Sit-Down)
- Post Sit-Down networking drinks(CCO ANZ Sit-Down)
Speakers
Dee Grieger · Head of Technology, Customer Care, Latitude Financial An accomplished, passionate and motivated professional with a proven track record of delivering commercially successful products for businesses on digital banking platforms. Has a strong commercial acumen with 18 years knowledge of finance services/banking industry and experience operating in both agile and lean environments across multiple segments.
Clare Jennings · Chief Customer Experience, Risk and Compliance Officer, Scope Chief Customer Experience, Risk, and Compliance Officer Clare joined Scope in November 2021. She has more than 20 years of experience in the health, community services, and aged care sectors in Australia and the United Kingdom, leading innovation, governance, and quality programs. Before coming to Scope, Clare undertook executive interim work, leading Performance Improvement at Northeast Health Wangaratta, Clinical Governance with BlueCross, and CoHealth’s COVID-19 response. Clare’s experience in operational leadership in healthcare has led to a passion for leading the enabling quality, risk, and governance functions to support delivery of the right outcomes for customers and the organisation. She has a Master of Nursing and a master’s in Organisational Dynamics. Clare is also a graduate of the Australian Institute of Company Directors. Clare is excited to draw on her experience to provide strategic leadership in integrating the customer experience, quality, safeguarding, compliance, risk, and innovation across the Scope Group.
Nicole Good · Head of Customer Experience, Bristol Myers Squibb Nicole is an experienced pharmaceutical business and people leader with a passion for unlocking potential – whether that be through business strategy, people or system planning. Nicole enjoys the challenge of leading organisational change transformation and driving organisational capability. In her current role, Head of Customer Experience she has led an evolution of customer centricity and omnichannel capability, across all relevant functions of the business.
Karen Clydesdale · Head of Customer Experience and Customer Relationship Management, Tennis Australia "Passionate about creating a customer first/data driven culture to create memorable end to end customer experiences (physical & digital). Enabling teams to embrace customer centric ways of working to inform new or existing products and event experiences. Provide world class Customer Service"
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.
Kevin Watts · Head of Service Delivery, Alinta Energy
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.
- Acceldata · Diamond Acceldata has developed the world's first multidimensional Data Observability Cloud to help enterprises transform their data systems from unreliable, hard-to-scale, and expensive to stable, agile, and cost efficient. Acceldata’s platform observes the data processing, data quality, and data pipeline layers of modern data stacks, giving insight, optimization and scalable options to data teams as data traverses from ingestion to consumption through complex interconnected data systems.
More events from this host
- Canva Melbourne Roundtable August 2026, Melbourne
- AI Systems Scale August 2026
- Agentic Brand Control August 2026, The Rocks
- Modern Govt Day September 2026, Canberra
- CTO Day | Melbourne September 2026, Southbank
- Beyond The Data Centre: Building Government At The Edge September 2026, Canberra
- Executive Confidence in Identity and Security September 2026, Chicago
- Secure Scalable Ecosystems September 2026, Sydney