Sportsbet is Australia’s number 1 online wagering organisation. Hear from Jay Sellick, Chief Customer Officer, as he shares the strategy and initiatives that is putting Sportsbet at the forefront of the digital customer experience.

A customer’s time with your brand or your products is a relationship. In this keynote, Kellie Hackney discusses the future of customer experience and how to build customer trust, loyalty, and evangelism in this new era of customer relationships.

The customer experience in the physical environment is an incredibly important part of the CX strategies of those brands and businesses that have a physical presence, whether that be a retailer, a bank, or a public sector organisation. This session will explore how Transport for NSW plan, design and implement their physical spaces, from using big data sets and different research methodologies to inform customer-centric requirements for station and precinct developments, to using prototyping and testing to understand how changes to the design will better meet customer needs.

Most businesses now have an extraordinary amount of data about their customers and how they interact with us. But are we really utilising that information in a way that’s meaningful? In this Keynote, Niki Buschkuehl, Head of Insights Planning and Delivery at Coles, will shed some light on how we can get the business behind the use of the customer data; how we can create meaningful insights from that data; and what we can do with that information to drive outcomes for both the customer and the business.