CCO Live ANZ June Edition 2021

Overview

The structure of almost everything we do—how and what people buy, how and where they work, how they interact with others—has been upended by world events in 2020. The consumer behaviour shifts we’re seeing today are not a blip. They are likely to stay with us for a long time, some likely forever. Join us to explore strategies and insights to ensure your customer experience journey aspirations continue to meet the ever-changing landscape of customer needs and the agility we need in today's digitally ever-changing world to meet every expectation.

What to expect

• Sessions
• Live Interactions 1:1
• Attendees 200+
• Hours

What we will cover

• Integrated Planning Across all Business Units for a Better Experience Unlocking your growth potential requires an integrated plan that touches and influences all aspects of the organisation.
• Utilising Data with Governance in Mind Taking a data-driven approach to customers is key: this involves being metrics-driven and involves deeply understanding how customers are interacting with the business across all ends of the customer journey.
• CX and Adaptability Always be adapting to customer needs and demands. This requires creativity and out-of-the-box thinking to create a unique and better customer experience.
• Customer Experience Design Help your organisation discover their customers unarticulated needs. When solutions delight customers, strong advocacy is created.

Speakers

• Dan Handley · EGM, CUstomer Experience, IAG Danielle is an experienced, committed and professional financial services executive having worked in and for financial services companies for over 20 years. Most recently Danielle has stepped into the role of Executive General Manager, Customer & Analytics for Australia’s largest General Insurer IAG. Danielle is focussed on delivering innovation, creativity, and advanced analytics to deliver on a world leading customer experience. Danielle is passionate about working with business leaders in seeing ideas formulate, develop and refine, resulting in a clearly articulated and operable strategy. Danielle enjoys the breadth of a role which can drive impact and change across a business, and most importantly result in outcomes that are great for our customers and community.
• 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.
• Loan Kiss · Portfolio Manager, Sit-Down Working to helping business leaders connect through meaningful and engaging experiences.
• 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.
• Shuchita Shekhar · Solutions Consultant, Medallia Shuchita is a passionate advocate of the customer's voice in a brand's story. She has spent more than a decade across multiple disciplines, helping businesses elevate strategies through actionable insights. Currently working as a Solutions Consultant at Medallia, she believes leveraging the right blend of analytics is integral to redefining experiences.
• 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 Helping brands make data actionable, in real-time, across every customer experience touch point. Tealium revolutionizes today’s digital businesses with a universal approach to customer data orchestration – spanning web, mobile, offline and Internet of Things devices. With the power to unify customer data into a single source of truth, Tealium offers a turnkey integration ecosystem supporting more than 1,000 client-side and server-side vendors and technologies. The Tealium Customer Data Hub encompasses tag management, API hub, customer data platform and data management solutions that enable organizations to leverage real-time data to create richer, more personalized digital experiences across every team, technology, and customer touchpoint. www.Tealium.com see more
• Medallia At Medallia we believe that every experience is a memory that can last a lifetime. Whether had by employees or customers, experiences shape the way people feel about your company. So we're committed to helping organizations create a culture that values every person and every experience—a commitment shared by everyone at Medallia.
• 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.
• 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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