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AGENDA

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

Tuesday

8:00

Breakfast & Welcome

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

8:50

International Keynote: 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

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

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

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

Partner session

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.

13.10

Networking Lunch down by the pool

13:50

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

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.

10:10

Partner session

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.

10:40

Coffee Break & Networking

Sponsored by Bold360

11:00

Think Tank: 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

Think Tank: 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

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

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