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

20.00

Welcome drinks

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

Zendesk logo

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

Lunch & close of Symposium