CCO Live ANZ March Edition

Overview

In today’s rapidly changing digital environment, organisations must create value from their CX initiatives to meet the needs of digital customers. Therefore, it is imperative to measure the effectiveness of your CX programs and its alignment with your organisations bottom line. This edition will discuss:

- How are organisations innovating in the ever-changing CX landscape?

- Tools, metrics and methods to drive customer retention, engagement and brand loyalty

- Ensuring internal buy-in and building a business case by demonstrating ROI

- What didn’t work? sharing challenges, obstacles and key learnings

What to expect

• Hours
• Attendees 200+
• Speakers 8+

What we will cover

• In the era of COVID-19 Capturing customers emotionally in the Covid19 era
• Data Utilising data driven innovation to create amazing customer experiences
• Behavioural Economics How to apply behavioural economics to drive greater customer experiences?
• Customer Retention Strategies Effective Strategies to capitalise on self-service experience, increase customer satisfaction and retention

Speakers

• Adam Nettheim · Head of Customer Operations, Commonwealth Superannuation Corporation 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.
• Brett Dashwood · Senior Account Executive, Digital Experience (Australia & New Zealand), OpenText An educator, consultant, speaker and transformer, Brett is a global Customer Communications and Customer Experience expert who has spent over 25 years helping organisations around the world to use the knowledge they have about their customers to increase their retention and grow their profit.
• Tim Morris · Director Sales, OpenText Tim Morris has been in the Enterprise Information Space for over 25 years. With a Management Communications background and focus on the customer, he has developed a wealth of knowledge on the customer engagement market. Tim is a believer in leveraging analytics, artificial intelligence to gain customer insights and customer communication tools to effectively engage with customers, peers and partners in across multiple channels. Tim is a sales leader at Opentext. He runs the Customer Engagement Management, Artificial Intelligence and Security Sales Teams in Australia and New Zealand. Delivering value throughout the end-to-end customer engagement is at the heart of all of Tim’s customer strategies. Bottom line, well thought out planning and execution, coupled with the right technology, delivers positive long-term results. Know your customer and engage appropriately, it will have a strong impact on your business.
• Duncan Guy · General Manager - Customer, Baptistcare With a career in Healthcare spanning 20 years, Duncan has had a variety of Customer focused senior leadership roles in both private and public sector and most recently in NFP. His current role as GM Customer with Baptistcare he leads the Contact Centre, Sales, Admissions and Home and Community Care Services operations. You will likely not recall his guest spot on the television series ‘Secret Life of Us’ from the early 2000’s…

Partners

• OpenText · Event Partner OpenText is a world leader in Information Management, helping companies securely capture, govern and exchange information on a global scale. OpenText solves digital business challenges for customers, ranging from small and mid-sized businesses to the largest and most complex organizations in the world. For more information about OpenText (NASDAQ/TSX: OTEX), visit www.opentext.com
• Nice · Event Partner 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.

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