AGENDA
This carefully crafted program combines inspiring keynotes nrlwith informal activities, deep think tanks and time to build real relationships.
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Tuesday
8:00
Breakfast & Welcome
8:50
International Keynote Speaker: Iconic – How Organisations and Leaders Attain, Sustain and Regain the Ultimate Level of Distinction
9:30
Don’t Call it a Journey – it’s an Adventure
10:05
Coffee Break & Networking
Sponsored by Bold360
10:30
CX Symposium
Thriving in the Experience Economy
10:30
Customer Insights Symposium
The Role of Insight in Customer-Led Transformation
11:10
CX Symposium
Partner Breakout: Masterclass – Learn How to
Align Customer and Employee Experience Programs for
Business Success
11:10
CX Symposium
Partner Breakout: The Impact of Chatbots and AI on the Customer Journey
11:10
CX Symposium
Partner Breakout: IDP Education Share How They Made CX Their Competitive Advantage
11:10
Customer Insights Symposium
Partner Breakout: Empowering Human Data to Deliver Business Excellence
11:45
CX Symposium
Panel: Remaining Relevant in the ‘Amazon Age’
11:45
Customer Insights Symposium
Panel: Democratising Insights – Putting the Right
Information in the Hands of the Business
12:35
CX Symposium
Partner Breakout: Engage 2020: The Future of Customer Care is Already Here
12:35
CX Symposium
Partner Breakout: The Subtle Art of Receiving Fan Feedback at the NRL
12:35
CX Symposium
Partner breakout: Evolution or Revolution: Why CX is Never “Finished”
12:35
Customer Insights Symposium
Partner Breakout: Building a Competitive Edge in CX – Transforming Data Chaos into Customer Intelligence
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
13:50
Customer Insights Symposium
A 100 Page Report Won’t Cut It: Mastering the Art of
Storytelling
14:30
Wine Tasting
Sponsored by Zendesk
14:30
Golf
14:30
Workshop
17:00
Relax + Recharge
19:00
Pre-Dinner Drinks Reception
19:45
Dinner
22:00
Close
Wednesday
8:00
Breakfast & Welcome
8:50
Customer Driven Innovation to Drive Business Growth
9:30
International Keynote: The Beauty of Customer Insights
– Fuelling Great Customer Experiences at Every Touch
Point
10:10
CX Symposium
We’re Talking Chatbots: Putting Conversation at the
Heart of Customer Experience
10:10
CX Symposium
Partner breakout: Creating a Relevant Customer Experience for the Digital Marketing Funnel
10:10
Customer Insights Symposium
Internal Insights: Driving Member Strategy Through
Collaboration at AustralianSuper
10:35
Coffee Break & Networking
Sponsored by Bold360
11:00
CX Symposium
Think Tank 1: Navigating the Cultural Shift That Comes
with a CX Transformation
11:00
CX Symposium
Think Tank 2: Implementing a Test and Learn Culture to Innovate Your Customer Experience
11:00
CX Symposium
Think Tank 3: Chasing the Rainbow – How to Measure the Effectiveness of CX Across the Little Things and the Big Picture
11:00
CX Symposium
Think Tank 4: Improving CX Through DMAIC and Lean Thinking
11:00
Customer Insights Symposium
Think Tank 5: Should We Bring Research Capability
In-House?
11:00
Customer Insights Symposium
Think Tank 6: Reviewing the Research Methods
12:00
Customer Insights Symposium
Keynote: Uber, Under the Hood: Research, Technology and Insights
12:00
CX Symposium
Keynote: Building Customer Trust and Embedding Your
Purpose in the Customer Experience
12:30
Lunch & close of Symposium