CCO ANZ Series - May Edition 2023

Overview

Economists are predicting that a global recession is coming. This means that brands now need to be more creative about how they provide a good customer experience as their budgets tighten. CCOs will face pressure to keep customers happy during a time when they are unlikely to see an increase in available funds. In a slowing economy, customer experience (CX) becomes even more important. Budget cuts should never be made at the expense of CX.

Join Sit-Down in May as we explore:

Building a holistic CX-driven organisation in challenging economic times.

Strategies CCOs can employ to deal with an expected downturn in economic activity.

The role automation and self-service technologies will play in a slowing economy.

Creating effective omni-channel experiences that strike a good balance between the tasks that need to be automated and those that require human intervention.

What to expect

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

What we will cover

• Integrating the Customer Experience Pulling together physical and digital elements to create a better customer experience.
• Maintaining a Virtual Connection Strategies to make sure you stay connected with customers, even in virtual environments.
• Creating Immersive Experiences How to take advantage of augmented and virtual reality technologies to create more captivating customer experiences.
• Automation to Augment CX Why the use of automated self-service options will increase.

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 Stay One Step Ahead of Customer Expectations with VOC(CCO ANZ Sit-Down) There’s a growing awareness of the importance of customer experience in building a successful business. But what’s the best way to connect your people with your CX vision? What do we need to do as leaders to set the tone from the top and cover all fundamentals that would lead to a better customer experience? Culture, Processes, Mindset, Technology, and our impact as leaders all play a vital part and each are crucial to succeed in our CX strategy and execution. But we as leaders need to ensure we take a step beyond that and create the journey that would lead to a better: Sense of purpose The correct mindset Harmonised approach across all business units
• 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(CCO ANZ Sit-Down)
• 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) It is more important than ever to overcome the misbelief that the frontline team members are predominantly responsible for customer experience. The truth is that during uncertain and volatile times, we need to remember the power of coming together as leaders. We need to grasp the notion that the mindset that the leadership teams cultivate, contributes to the outcome of all business units. 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
• 11:25 am How to Design and Test a New Customer Value Proposition.(CCO ANZ Sit-Down) Identifying what customers value is never an easy task. We will discuss how in order to design and develop a new customer value proposition (CVP) you need to start with a customer need. 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
• 11:50 am Thought Leadership Unlocking the Potential and Power of People to Drive Improvement and Great Customer Experience(CCO ANZ Sit-Down) Join us as we discuss how focusing on people and behaviours to rapidly embed ways of working can result in a performance uplift, capability build of teams and greater staff and customer experiences. Covering key topics such as: How to drive performance improvements to deliver better customer outcomes whilst balancing staff wellbeing, morale and engagement How to a customer focused mindset & behaviours within organisational teams What ways of working can organisations leverage to empower teams and unlock discretionary effort How to build long lasting continuous improvement capability in leaders and teams
• 0:15 pm The challenges of driving growth in a scale-up and the role of CX in delivering the right proposition to market(CCO ANZ Sit-Down) During this session we discuss the synergies in B2C and B2B customer environments. Join us to discuss: CX growth and CX transparency Accelerated organisation growth Operational performance
• 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 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 Taking a Holistic Approach to Customer Experience Transformation(CCO ANZ Sit-Down) Creating a CX transformation strategy with only your chief information and technology officers and chief customer officer in mind is like trying to use a gramophone to play an MP3 song file.
• 2:45 pm Using the Platforms Available to Leverage Your Customer Service.(CCO ANZ Sit-Down) During this session we will be discussing the 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.
• 3:10 pm Building Empathy Across Your CX 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.
• 3:35 pm End of Day & Closing Remarks by Sit-Down(CCO ANZ Sit-Down)

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