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

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

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

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.

11:10

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

Partner Breakout

Hosted by Bold360

Session details TBA

11:10

Partner Breakout

Hosted by Verizon/NICE

Session details TBA

11:50

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

Booktopia and Australia Post logo

Details TBA

12:30

Partner Breakout

Hosted by Usabilla

Details TBA

12:30

Arthur Nowak
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

Partner Breakout

Hosted by Confirmit

Details TBA

13:00

Networking Lunch down by the pool

13:50

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.

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 150 of the region’s top CX and 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 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

Think Tank 2

Justin Lee, Director Customer Experience, COMET brands, Expedia

Think Tank details TBA

11:00

Think Tank 3

Nigel Roberts, Partner, Yell 

Think Tank details TBA

11:00

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

Ryan RojoStefan Katsanevakis

Think Tank details TBA

12:00

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.

12:30

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. 

13:00

Lunch & close of Symposium