Customer Insights new logo

AGENDA

This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.

Monday

17:00

Delegate registration

20:00

Welcome drinks

Tuesday

8:00

Breakfast & Welcome

8:50

Raj Sivasubramanian
International Keynote

Raj Sivasubramanian, Voice of Customer Program Manager, Airbnb (US)

Airbnb logo

We live in an experience economy where 41% of consumers are willing to pay up to 20% more for an impressive experience, and 1/3 of consumers will walk away from a brand because of one bad experience. Yet a recent Forbes article reported a not-so-stellar year for CX in 2019 with only “some small gains, widespread stagnation, and no real leaders”. How can this be true when have instant access to big data and insights from consumer preferences and experiences, and we have the specific knowledge that experience can overtake price and product as a key brand differentiator. In this world of technology and tools we live in today, there is no good reason for CX to stall out. Perhaps we have begun to rest on our laurels. Or have we just become really great at deploying and managing survey programs and score boards while losing our focus to drive and impact change. In this keynote session, Jim Bass will share his experiences getting companies to confront cultural barriers and unite leaders to get back on track. Don’t let the nuts and bolts of CX undermine its potential. It’s time to take back the reigns of CX leadership and improve the lives of our customers and employees.

9:30

Darren Bowman
Partner Keynote: Back to the Future – Reflecting on the Experience Management Trends of 2020

Darren Bowman, Experience Management Advisor, Medallia

Medallia

Every year customer experience is becoming more prominent but in 2020, Experience Management (XM) will get smarter. The great experience-builder Walt Disney said, “Times and conditions change so rapidly that we must keep our aim constantly focused on the future.”

To keep up with customers, you need to tackle today’s pain points – but that’s not enough. How are you envisioning the experience that customers will enjoy tomorrow – and use today to build it? What will set your business apart and ultimately help your company move at the speed of experience?

Today we travel forward in time to look back at the ways that XM programs have evolved over the past year. Join Darren Bowman, Medallia’s XM Advisor, to explore how leading-edge companies have been changing their XM programs to win hearts, minds and… dollars!

10:05

Coffee Break & Networking

10:30

Stephen Scholtz
Moving the Needle on Customer Satisfaction: The Role of Customer Insights

Stephen Scholtz, Customer Insights Director, Transport for NSW

transport for nsw logo

Customer insights play a crucial role in determining and evolving any CX strategy, helping to ensure that what you’re doing is actually something that the customer wants or needs. But, what happens when an insights-backed strategy or initiative hasn’t seemed to move the needle on customer satisfaction?

This session will explore key principles we should be considering when designing CX initiatives; how we can better use customer insights in our business to measurably improve the customer experience, whether that be through CSat or NPS; managing the expectations of stakeholders; and what you actually need to get a measurable impact.

11:10

Partner Breakout

 

11:40

Panel: Growing the Impact and Influence of an Insights Team

Moderated by: Violet Lazarevic, GM Customer Insights, Telstra
Ian Evans, Head of Data, Analytics and Insights, World Vision
Candice Pendergast, Head of Customer Experience and Insights, Harvey Norman
Karen Sheppard, Head of Customer Insights, Endeavour Drinks

Violet LazarevicIan EvansCandice PendergastKaren Sheppard
logo block

There’s no doubt that the role of the customer insights team is growing within organisations, but how can we continue to build on the impact and the influence this team has on the business? In this panel we’ll explore the ways in which we can elevate the position of a customer insights team to make real change in the customer experience and across the business, discussing how we can position the role research and insights as a truth-finder; shift toward being a proactive entity; and structure our teams most effectively to gain influence across the business.

12:20

Andrew Farries
Partner Breakout: The CX Skills Revolution: Are you Ready?

Andrew Farries, Director CX Consulting, Confirmit

Confirmit

CX teams are having a tough time. Our latest state of the nation survey suggests that CX programs are still struggling to make an impact on the business. This can’t go on. It’s time for a CX revolution. But what will drive the revolution?

Like any revolution – it’s about people. More specifically, the skills you have in your CX team.

In this session, Andrew Farries, Director, CX Consulting at Confirmit will share the results of the new research, and highlight ways for CX professionals to really make their mark. He’ll set the stage with a look at how the world of CX looks for 2020, and focus on how CX professionals can break out of the box and drive real business change.

Join Andrew to learn:

· The key skills you need in your team (spoiler alert – it’s not all analytics!)

· How to use those skills to have an impact across the business

· Ways to engage with teams across the business so CX is at the heart of decision-making.

12:45

Lunch

 

13:25

The Great Debate: Is NPS Still Fit for Purpose?

Elyssia Clark, Head of Customer Insights and Strategy, SEEK
Amanda Rasch, Global Customer Experience Manager, Expedia Group
Fernando Samaha, Head of Customer Experience, Australia Post
Adam Novak, Head of Group Customer Experience and Operational Excellence, nib

Elyssia ClarkAmanda RaschAdam Novak

As businesses continue to place greater emphasis on CX as a cornerstone of business strategy, understanding and measuring the impact of customer experience transformation and strategy is crucial. NPS has long been the industry frontrunner in measuring the impact of our CX efforts and is often deeply embedded in business strategy, financial targets and KPIs, but as CX continues to evolve and with the development of CX measurement alternatives, is NPS still fit for purpose?

In the Customer 360 Symposium’s first-ever live-debate, two teams will go head to head to try to persuade you as to whether or not NPS is still fit for purpose and the merits of NPS versus other CX measurement tools and techniques.

No Powerpoint slides allowed, it’s just the time-honoured art of debating and persuasion. The live audience will be polled before and after the debate to determine who made the most compelling argument. The real winner, of course, is the industry, who will hear in-depth arguments for both sides of the conversation.

14:30

Wine Tasting

14:30

Golf

 

14:30

Sean Hall
Workshop: How EX Affects CX – A Data-Driven Approach to Building Competitive Advantage

Sean Hall, Founder, Energx

Energx

Research proves that your CX is a product of your EX. Companies that create great EX can reduce complexity, stimulate collaboration, innovate faster, bring products to market quicker and ultimately create better CX. They also grow 1.5x faster, pay better, produce more than double the revenue, and are 4 times more profitable.

In this interactive workshop you’ll learn:

– The role of positive psychology, neuroscience, flexibility, psychological safety and mental wellbeing in creating the conditions for great CX design and delivery.

– The four forces of competitive advantage for the fourth industrial revolution

– A data-driven approach to understanding whether your people are ready for change, agile and transformation

– How to benchmark your organisation

– How to apply your CX skills to become an EX leader

17:00

Relax + Recharge

19:00

Pre-Dinner Drinks Reception

Hosted by Ashton Media

19:45

Dinner

22:00

Close

Wednesday

8:00

Villa Checkout

8:00

Breakfast & Opening Comments

8:50

Partner Keynote: Forget CX. It’s all about XM now

Vicky Katsabaris, Head of Customer XM, Qualtrics APJ
Philip Bland, Customer Insights Manager, Service NSW

Vicky KatsabarisPhillip Bland
Qualtrics

2020 is changing the rules of business – from unforeseen global and national crises through to the rise of purpose-driven consumers. In this new era of change and uncertainty, a great customer experience (CX) is more than simply delighting customers – it’s how your brand is perceived, the happiness of your employees, and whether your products are the best on the market.

This new state of play is why the future of great CX is Experience Management (XM). Understanding everything that is important empowers you to deliver meaningful, efficient, and tailored CX that adds to the bottom line. But don’t just take our word for it – look at the results.

We’ll cover more than trends when we’re joined by Service NSW to explore how one of the country’s most digitally advanced government agencies are making the lives of citizens in NSW easier with XM. You’ll also get one of the first insights nationally into how Service NSW is using XM to support Australia’s bushfire response.

9:30

Michael Henderson
International Keynote: Connecting Company Culture, to Customer Value Proposition and Experience

Michael Henderson, Corporate Anthropologist, Cultures at Work

In an age of big data, A.I, human centered design, automation, immersive brands, digital media, and real time customer experience touchpoint mapping, it is easy to overlook company culture as a prime source for the delivery of high quality customer experience. In his insightful keynote, Corporate Anthropologist Michael Henderson will remind us all of the importance of connecting our company culture to customer experience. Michael’s research has confirmed that nine out of ten organistions do not optimise their company culture in its ability to contribute to achieving business objectives and customer expectations.

Specifically, Michael will challenge us to revisit our fundamental understanding of culture to ensure we are not missing these multiple opportunities including;

How to avoid the biggest universal mistake most organizations make when thinking about, and planning for, their cultures alignment to strategy and CX

Do we know what culture actually is and what it does?

Do we understand the two vital cultural deliveries that impact customer experience?

10:10

Simon Edwards
Partner Breakout: The Design and Delivery of Customer Research

Simon Edwards, Research and Insight Lead, ANZ

The areas of research design and delivery are quickly evolving, with new tools and techniques coming to the foreground. In this session, we’ll explore the research scoping, planning and design process, including problem definition and some of the tensions around sampling and customer testing, before moving into looking at the delivery of research, and how we can use data visualisation and storytelling to distil clear, concise and interesting insights.

10:40

Coffee Break & Networking

11:05

Virginia Meikle
Think Tank 5: Customer Insights – The Self-Service Model

Virginia Meikle, Senior Manager, Insights and Segmentation, The NRMA

NRMA

Despite the growing importance of customer insights in defining any CX strategy, with the rise of self-service tools and with most businesses now having a direct line to customers themselves, many organisations and industries are under pressure to do more with less. In this panel discussion, we’ll hear from several leading businesses who have experimented with the self-service customer insights model, exploring the different tools, avenues and approaches we can use to bring customer research and insights in-house.

Kasia Witon-Wanstall
Think Tank 6: Structures and Skills – Creating a Best in Class Insights Team

Kasia Witon-Wanstall, GM Corporate Brand and Customer Insights, Tabcorp

Tabcorp

There’s a lot of discussion about the best way to structure an insights team for maximum impact within the organisation. In this Think Tank, we’ll explore the various team and business structures, where an insights team should sit within the organisation, and how we can continue to build an insights team fit for the future by exploring the evolving skillsets we need in our insights and research teams.

12.00

Violet Lazaveric
Navigating the Research Agency Relationship

Violet Lazarevic, GM Customer Insights, Telstra

Telstra

Working with research agencies is often a big part of the role of a customer insights team, but given how integral they are to our research strategy, how can we best navigate those relationships? What makes a great brief to kick off a project with an agency? How can we optimise those relationships to elevate the impact, both on the business and the customer? How can we create consistency when working with multiple agency partners?

12.30

Lunch & close of Symposium