For every Amazon, there is a Sears. For every Starbucks, there is a
HoJo’s. For every Apple, there is a Nokia. How do you ensure
distinction – personally and organisationally – so you don’t get
left behind in a changing marketplace?”

How does a professional or organization become so distinctive that
they not only stand out in their industry, but set the benchmark
for innovation, customer experience, and employee culture?

Scott will explore the five factors of iconic performance, and the
only two factors upon which customers will judge you.

Details TBA

Creating a story out of the data we have is a critical part of
conveying the customer insight and information across the business.
So, how do you take numbers and facts and turn them into a
narrative for the business that’s easy to understand at all levels
and for those who might not be intimately involved in the work or
understand the data? This session will unpick the art of
storytelling, how to weave together multiple data sources to create
this narrative, its importance in customer insight, and the key
things to consider when weaving a story together, such as company
culture.

In this session, we’ll discuss how to amplify the voice of the customer across entire organisations and why creating accountability is the only way to turn those insights into exceptional experiences. Learn how Audi is connecting CEM data with longitudinal, progressive intent-based data to create a culture deeply rooted in understanding and engaging with their customers. Understand how brands can use technology and rich customer insights to inform better products and services, and ultimately become the best in their category.

The challenge for many insights leaders is how to get the right
information into the hands of the decision makers, and how to
ensure that this information is powerful enough to drive real
change and customer-led decision making. This panel will explore
some of the ways in which we can democratise insights across the
business, moving toward creating dynamic dashboards that puts
customer insights in the hands of the wider teams. We’ll discuss
how we can use this to empowering our teams to make customer-first
decisions, as well as ensuring that they have the knowledge and
understanding to make the most of this access to insights.

Would you like to present to an audience of 60 of the region’s top
insight executives? If so, contact
Tristan and he’ll let you know how you can get involved.

As customer-led transformation becomes an increasingly important
focus for many of ANZ’s enterprise businesses, it’s important to
ensure that we’re building out customer journeys and strategies
that are a response to real customer feedback. This session will
explore the role of customer insights within CX and where this sits
within the organisation, as well as delving into how we transform
to become a customer-centric organisation and how we can embed a
service culture as part of this.