Creating competitive advantage through Customer Experience.

Being a customer-obsessed business is no longer a differentiator in a competitive market; it’s the cornerstone of survival, and this has never been more true than during the past 6 months. An exceptional customer experience is non-negotiable, not only in surviving the difficulties we face in relation to the pandemic, but in creating long-lasting, authentic relationships with our customers that flourish into the future, creating the best foundations for impending success. The role we play as CX leaders will be absolutely crucial in our business’s journey as we all navigate the road to recovery.

The 7th annual Customer 360 Symposium will safely bring together 150 of the leading minds in creating customer-obsessed strategy across CX, marketing and insights within ANZ’s enterprise organisations. This year’s event will encompass both the CX Symposium and the Customer Insights Symposium, and will be hybrid in format, giving our interstate attendees the option to attend the event virtually. We’ll delve deeper into customer strategy than ever before, exploring what the road ahead looks like for us as CX and customer insights leaders, through a series of virtual international keynotes and inspiring local case studies.

The Symposium takes place in the Hunter Valley where for two days delegates can escape the daily distractions of their office environment, reconnect with peers in the beautiful open spaces of the countryside, and spend time focusing exclusively on the ever-changing world of customer and insights strategy that we find ourselves in today. There’s no better way to be inspired, regain focus, and set your priorities for the next 6-12 months. Our hybrid attendees will benefit from a fully immersive digital experience, bringing unparalleled content and networking opportunities to the comfort of your home office.

The CX Symposium

Putting our customers first has always been an intrinsically important part of business strategy, but the last 6 months have shone an even brighter light on the needs for us to be there for our customers, and meet their ever-evolving needs. Strategies and priorities have no doubt shifted over the last 6 months, but the CX Symposium will explore this rapidly evolving world of customer experience, and delve into what it truly takes to become a customer-obsessed business, agile enough to respond to the rapid pace of change.

The programme will explore critical themes and challenges, such as how we better use technology to deliver exceptional experiences as customer expectations continue to evolve; the impact of culture and the employee experience in driving CX strategy; and what our customers really want from us as customer-centric businesses.

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The Customer Insights Symposium

The Customer Insights Symposium, having launched with incredible success in 2019, creates a dedicated hub for customer insights leaders from ANZ’s enterprise brands to come together to explore the role of customer insights as businesses transform to be customer-led, while discussing and exploring the challenges and trends unique to client-side insights and research leads.

Keeping our finger on the pulse with regard to customer behaviours and attitudes is instrumental in ensuring we’re evolving our strategies in line with the changing needs of customers. Underpinned by an expert advisory board, some of the key themes we’ll be exploring include the democratisation of insights across the business; how we can leverage better storytelling to convey insights in a meaningful way; and how we can better champion the voice of the customer in decision making and strategy

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