AGENDA

This carefully crafted program combines inspiring keynotes with informal activities, deep think tanks and time to build real relationships.

Monday

17.00

Delegate registration

Tuesday

8:00

Breakfast & Welcome

With Ashton Media host Stacey Goater, Senior Content Manager,
Ashton Media

8:45

Opening Comments

8:50

International Keynote Speaker: Iconic – How Organisations and Leaders Attain, Sustain and Regain the Ultimate Level of Distinction

Scott McKain, The Global Authority on CX (US)

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.

9:30

Partner Keynote by InMoment

Details TBA

10:00

Coffee Break & Networking

Sponsored by Bold360

10:30

CX Symposium
We’re Talking Chatbots: Putting Conversation at the
Heart of Customer Experience

Adam Tedeschi, Head of Design, TAL

Having launched their digital self-help chatbot tool, CORA, TAL
are placing peer-to-peer conversation at the centre of their
post-claims experience. This session will delve into the design
of their chatbot tool, why it’s helping to meet a real customer
need, and how putting meaningful, peer-to-peer content and
conversation in the hands of customers can create a more
valuable customer experience.

10:30

Customer Insights Symposium
A 100 Page Report Won’t Cut It: Mastering the Art of
Storytelling

Timothy Naylor, Head of Customer Strategy and Insights, AGL

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.

11:10

CX Symposium
Partner Breakout: Masterclass – Learn How to
Align Customer and Employee Experience Programs for
Business Success

Vicky Katsabaris, Head of Customer Experience Strategy and Solutions, Asia Pacific & Japan, Qualtrics

Join this session to collectively share knowledge and experiences
in this rapidly growing field, whilst immersing yourself in the
what if, to define the what next. Learn how to:

• Identify practical ways to engage your people to develop a
culture of learning & innovation

• Utilise human-centered experience and the culture of tribes,
squads and agile ways of working to deliver success in customer
experience

• Become a change agent within your organisation and harness
the power of connected employees

11:10

CX Symposium
Partner Breakout

Hosted by Bold360

Session details TBA

11:10

CX Symposium
Partner Breakout

Hosted by Verizon/NICE

Session details TBA

11:10

Customer Insights Symposium
Empowering human data to deliver business excellence

Curtis Bartlett, Head of Product, Pureprofile
Joshua Wood, Director of CX and Digital Innovation, Audi Australia

Pure Profile
Curtis BartlettJoshua Wood

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.

11:50

CX Symposium
Panel: Remaining Relevant in the ‘Amazon Age’

Alex Huntley, Head of Customer Experience, Booktopia
Pete Young, Head of MyPost Consumer, Australia Post
Katrina Harrison, Head of Customer Experience, Australian Red Cross

Details TBA

11:50

Customer Insights Symposium
Panel: Democratising Insights – Putting the Right
Information in the Hands of the Business

Moderated by: Dr Violet Lazarevic, Head of Customer Behaviour,
Endeavor Drinks Group
Elisa Koch, Head of Data, Insights and Analytics, Myer
Steve Lockwood, Head of Insight and Marketing Analytics, finder
Kasia Witon-Wanstall, GM Corporate Brand and Customer Insights,
Tabcorp
Annabelle Chedevergne, UX Research and Analytics Lead, Dan
Murphy’s

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.

12:30

Arthur Nowak
CX Symposium
Partner Breakout: Engage 2020: The Future of Customer Care is Already Here

Arthur Nowak, Senior Vice President Operations, TTEC Asia-Pacific

Digital innovations are revolutionising the customer experience, giving customers

a multitude of self-care channels and options. We can now automate simple and repetitive functions,

allowing our workforce to focus on more complex and challenging tasks. We’re now at the forefront of an evolution in customer care that will be marked by hybrid human/AI workforces. So, as we launch towards 2020, how do you make it all work together?

This session explores the symbiotic relationship between humans and technology and how to best harness it today to create amazing employee and customer experiences. Key topics covered include:
– Technology powered employee lifecycle
– Unleashed workplace culture
– Empowered customer advocacy
– Gamified talent engine
– Social brand inspiration

12:30

CX Symposium
Partner Breakout

Hosted by Usabilla

Details TBA

12:30

CX Symposium
Partner Breakout

Hosted by Confimit

Details TBA

12:30

Customer Insights Symposium
Partner Breakout

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.

13.00

Networking Lunch down by the pool

13:50

CX Symposium
The Employee Experience: Embedding Customer-Centricity in
the Hearts and Minds of our People

Karen Nelson, Manager Customer Culture, Suncorp

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.

13:50

Customer Insights Symposium
The Role of Insight in Customer-Led Transformation

Louie Ong, Director Customer Insights, Wyndham Destinations

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.

14:30

Wine Tasting

14:30

Golf

14:30

Workshop

17:00

Relax + Recharge

19:00

Pre-Dinner Drinks Reception

Hosted by CX Collective

19:45

Dinner

22:00

Close

Wednesday

8:00

Breakfast & Welcome

With Ashton Media host Stacey Goater, Senior Content
Manager, Ashton Media

9:00

Partner Keynote

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.

9:30

Customer Insights Symposium
International Keynote: The Beauty of Customer Insights
– Fuelling Great Customer Experiences at Every Touch
Point

TP Pura, Head of
Innovation and Customer Insight, Sephora SEA

At the heart of Sephora’s winning omni-channel formula is the
convergence of retail and ecommerce, creating a plethora of
customer data. TP will be shedding some light on how Sephora
have structured their immensely rich data ecosystem according
to the omni-channel customer journey, the role of the loyalty
programme in synthesizing customer insights and enabling
personalisation, and real-life use cases on how customer
insights have fuelled great customer experiences across every
touchpoint.

10:00

Coffee Break & Networking

Sponsored by Bold360

11:00

CX Symposium
Think Tank 1: Navigating the Cultural Shift That Comes
with a CX Transformation

Di Morgan, Director of Guest Experience, AccorHotels 

A crucial part of any customer-led transformation is a radical
shift in culture to put customer-centric thinking at the
forefront. From the ways in which we can shift the mindset of
our teams to think customer-first, to empowering and engaging
employees to deliver an exceptional customer experience, this
Think Tank will explore the this cultural CX journey and tackle
the challenges we face on the way.  

11:00

CX Symposium
Think Tank 2

Justin Lee, Director Customer Experience, COMET
brands, Expedia

Think Tank details TBA

11:00

CX Symposium
Think Tank 3

Nigel Roberts, Partner, Yell 

Think Tank details TBA

11:00

CX Symposium
Think Tank 4: Improving CX Through DMAIC and Lean Thinking

Ryan Rojo, Head of Passenger Experience, Metro Trains
Stefan Katsanevakis, Passenger Experience Process Improvement Manager, Metro Trains

Metro Trains logo
Ryan RojoStefan Katsanevakis

Think Tank details TBA

11:00

Customer Insights Symposium
Think Tank 5: Should We Bring Research Capability
In-House?

Adam Holster, Director Customer Research and Analytics,
NAB

As the need for ownership, agility and speed of our research
becomes increasingly important, and as DIY research tools and
techniques become more common, this Think Tank will ask if we
should bring our research capabilities in house. We’ll be
discussing both sides of the argument, from navigating the
relationship with our agency partners and how we can shift the
dynamic from a transactional relationship to a partnership, to
the key things to consider when bringing research in-house.  

11:00

Customer Insights Symposium
Think Tank 6: Reviewing the Research Methods

Erika Williams, Head of Research, Sportsbet

Researchers and customer insights leaders have more tools and
techniques available to them than ever before. This session
will uncover both the new and the old, such as the standard
survey and how we can use new tools and techniques to improve
response rates, engagement and validity, as well as some of the
new techniques shaping future research methods, such as eye
tracking, virtual reality and online ethnography. 

12:00

CX Symposium
Reimagining and Redesigning the Member and Employee
Experience: A nib Case Study

Adam Novak, Head of Group Customer Experience and Operational
Excellence, nib Health Funds

As a member-centric organisation that provides medical insurance to
over 1.5 million Australia and New Zealand resident, nib puts the
member at the heart of everything they do.

This session will uncover how nib, the winner of the Best CX
Initiative of the Year at last year’s CX Awards, is reimagining and
redesigning the member and employee experience across moments of
truth through personalisation, service design, operations
excellence, emerging tech and automation.

12:00

Customer Insights Symposium
Uber, Under the Hood: Research, Technology and Insights

Sonny Sethi, Head
of Research, Insights and Media Planning ANZ, Uber

Bringing together the research and insights across both Uber’s
drivers and riders, as well as UberEats, Sonny’s remit at Uber
is no small task. Join this session as Sonny sheds some light
on the research, technologies and insight strategies at the
core of their differentiation in the market, exploring how they
bring the voice of the customer into the office, how they
democratise insights across the teams, and their integration of
analytics and customer insight to drive their customer-led
strategy.

12:30

CX Symposium
Keynote: Building Customer Trust and Embedding Your
Purpose in the Customer Experience

Suzanne Santos, Chief Customer Officer, Aesop

As purpose continues to become an important part of what
customers look for from the brands they trust and engage with,
how do we really champion our core values as a business and
embed this in our customer experience? This session will
uncover how Aesop put their purpose and their values as a brand
at the forefront of their customer experience, from their
approach to product development, store design and their
commitment to creativity and innovation, while exploring how
this helps to build a true sense of customer trust. 

12:30

Customer Insights Symposium
Internal Insights: Driving Member Strategy Through
Collaboration at AustralianSuper

Chris Cramond,
Head of Analytics, Insights and Measurement,
AustralianSuper

As the nation’s largest superannuation fund, AustralianSuper
manages over $140 billion on behalf of its members. Chris
Cramond leads the centralised team to develop and embed
insights driven customer strategy, and he’ll be shedding some
light on their unique organisational structure that allows this
strategy to live. Chris will explore their use of multiple
methodologies within and alongside market research, such as
behavioural economics, experiments, analytics and UX, as well
as how they’re collaborating to incorporate insights into the
business decision making process.

13:00

Lunch & close of Symposium