AGENDA
This carefully crafted program combines inspiring keynotes with informal activities, deep think tanks and time to build real relationships.
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
Thriving in the Experience Economy
11:10
Partner Breakout: Masterclass – Learn How to Align Customer and Employee Experience Programs for Business Success
11:10
Partner Breakout: The Impact of Chatbots and AI on the Customer Journey
11:10
Partner Breakout: IDP Education Share How They Made CX Their Competitive Advantage
11:50
Panel: Remaining Relevant in the ‘Amazon Age’
12:35
Partner Breakout: The Subtle Art of Receiving Fan Feedback at the NRL
12:35
Partner Breakout: Engage 2020: The Future of Customer Care is Already Here
12:35
CX Symposium
Partner breakout: Evolution or Revolution: Why CX is Never “Finished”
13:00
Networking Lunch down by the pool
13:50
The Employee Experience: Embedding Customer-Centricity in the Hearts and Minds of our People
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
We’re Talking Chatbots: Putting Conversation at the Heart of Customer Experience
10:10
Partner breakout: Creating a Relevant Customer Experience for the Digital Marketing Funnel
10:40
Coffee Break & Networking
Sponsored by Bold360
11:00
Think Tank 1: Navigating the Cultural Shift That Comes with a CX Transformation
11:00
Think Tank 2: Implementing a Test and Learn Culture to Innovate Your Customer Experience
11:00
Think Tank 3: Chasing the Rainbow – How to Measure the Effectiveness of CX Across the Little Things and the Big Picture
11:00
Think Tank 4: Improving CX Through DMAIC and Lean Thinking
12:00
Keynote: Building Customer Trust and Embedding Your Purpose in the Customer Experience
12:30