CCO Live ANZ April Edition

Overview

Once a month, industry leaders in CX will be at the Chief Customer Officer Live Series. They are committed to delivering transformation strategies that will build agility, speed, intelligence and innovation. CCO ANZ is a hub for all customer experience leaders, where you can gain insights, offer solutions or simply join as a silent observer!

What to expect

• Interactions 1:1
• Attendees 200+
• Sessions 10+

What we will cover

• How to apply behavioural economics to drive greater customer experiences Using behavioural economics to drive an improvement in customer outcomes
• Data Driven Innovation Utilising data driven innovation to create an optimised customer experience
• Internal & External Alignment Synergies between employee experience and customer experience

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.
• Jake Pilgrim · Solution Consultant, Medallia An expert in experience management, Jake work's with clients across EMEA & APAC to design and implement best-in-class CX/EX programs. Prior to Medallia, his experience includes tenures at Deloitte, Accenture and Kantar working across multiple industries.
• Jason du Preez · GM and SVP APAC, SugarCRM Senior Vice President & General Manager, Asia Pacific, SugarCRM Bio: As SVP and GM, APAC, Jason du Preez joins Sugar as an accomplished IT executive, having worked in the industry for nearly 30 years with experience spanning across ERP, ITSM, CRM and CX. At Sugar, he is responsible for overseeing all aspects of sales, marketing, and service for the region. His career began as an ERP consultant delivering large-scale projects to manufacturers, and later joined Epicor Software, where he spent over 11 years in roles which include European Channel Manager, Sales and Marketing Director for ANZ and then, the Managing Director of APAC. Jason also worked in the ITSM and CX space with Numara Software and then KANA Software where he led and built their APAC businesses. Now, he evangelises SugarCRM’s next-generation CX capabilities that help create customers for life.
• Louise Portelli · Former CCO for MLC, now Founder/Principal, Melita Consulting, University of Sydney 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 former 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. Core Capabilities: • Corporate and Customer Strategy • Customer & Digital Experience • Business Transformation & Culture Change • Proposition Development & Innovation • Operational effectiveness • Risk Management
• 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. Currently, Freshworks is trusted by 10,000+ customers across Australia and New Zealand, including Booktopia, Officemax, Harvey Norman, Honda, University of Sydney and Salmat. Sreelesh has his Bachelor’s degree in Electronics and Communication Engineering from the University of Madras and has a Management degree from IIPM (Indian Institute of Planning and Management).

Partners

• Tealium
• 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.
• 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.
• Medallia
• 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.

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