Customer 360 Symposium 2022
Customer 360 Symposium

AGENDA

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

cx
CX Symposium agenda

Monday

17:00

Delegate registration

20:00

Welcome drinks

Tuesday

8:00

Breakfast & Welcome

8:50

Keynote: Striving to Be World’s Most Customer Centric Government by 2030

9:25

Partner Keynote: Defining the Next Generation of Experience Management

Qualtrics

10:00

International Keynote: Thriving in the Expectation Economy – What Makes Customers Tick?

10:30

Coffee Break & Networking

Sponsored by Forsta

Forsta

11:00

CX SYMPOSIUM
Partner Breakout: The Six Steps for Meaningful CX Transformation, as Practiced by Award-Winning CX Leaders

InMoment
CX SYMPOSIUM
Partner Breakout: Delivering Curiously Human™ Engagement with Your Customers

CUSTOMER INSIGHTS SYMPOSIUM
Partner Breakout: Putting Insights at the Epicentre of Decision Making – What Does a Future-Proofed Insights Team Look Like?

Kapiche, ANZ

11:30

CX SYMPOSIUM
The CX Academy: Our People are Pivotal in Building Long Lasting Customer Relationships

CUSTOMER INSIGHTS SYMPOSIUM

Navigating the Research Agency Relationship

12:05

CX SYMPOSIUM
Partner Breakout: Mastering the Art and Science of Customer Experience

Hubspot
CX SYMPOSIUM
Partner Breakout: CX Transformation – Real Tales From the Trenches

Switch, Sitecore
CUSTOMER INSIGHTS SYMPOSIUM
Partner Breakout: Updating the Insight Leaders’ Toolkit – Keeping up With the Latest in Insights for Better Business Outcomes

Sprout Research

12:30

Networking Lunch

13:20

CX SYMPOSIUM
Panel: The CCO Perspective on the State and Future of CX

CUSTOMER INSIGHTS SYMPOSIUM
Panel: Connecting Customer Insights and Research to Business Outcomes

14:20

Wine Tasting

Sponsored by Resonate

Resonate

14:20

Golf

 

14:20

Workshop

Session details TBC

17:00

Relax + Recharge

19:00

Pre-Dinner Drinks Reception

Hosted by Ashton Media

19:45

Dinner

21:45

Close

Wednesday

8:00

Villa Checkout

8:00

Breakfast & Opening Comments

8:50

Partner Keynote: Engineering for Customer Experience – System First, Ideas Later

Medallia Bupa

9:25

CX SYMPOSIUM
Using a Compliance Obligation to Create a Positive Customer Experience: Improving Customer Trust Through Effective UX Process and Design

CUSTOMER INSIGHTS SYMPOSIUM

A Tech-Led Transformation: Staying Close to Customers Through Research

10:00

CX SYMPOSIUM
Partner Breakout: Is IQ Based Customer Service the Way of the Future? The Debate We Need to Have

Fifth
CX SYMPOSIUM
Partner Breakout: How Leading Brands are Creating Profitable CX Through a Proactive 1P Data Strategy

Xpon

10:25

Coffee Break & Networking

Sponsored by Forsta

Forsta

10:55

CX SYMPOSIUM
Think Tank 1: Moving from Reactive Experience to Proactive, Predictive and Personalised Experiences

CX SYMPOSIUM
Think Tank 2: Navigating the Scale and Pace of Change to Get the Best for Our Customers

CX SYMPOSIUM
Think Tank 3: Breaking Down Siloes and Creating a CX Culture in the Era of Remote Work

CX SYMPOSIUM
Think Tank 4: Small Tweaks for Big Change -Taking Every Opportunity to Improve the Customer Experience

CUSTOMER INSIGHTS SYMPOSIUM

Think Tank 5: Taking Your Insights to the Next Level -How to Do More with Less

Session details TBC

CUSTOMER INSIGHTS SYMPOSIUM

Think Tank 6: Capturing Sentiment Beyond the Score

11:50

CX SYMPOSIUM

Making Customer-Centricity a Board Level Metric: How AustralianSuper are Systematising Organisational-Wide Customer Knowledge

We all want our organisations to be customer-centric, but what does that truly mean? For AustralianSuper, part of this means every person in their organisation knowing and understanding who their customers (members) are in a very real sense. By better understanding our customers as an organisation, we can all be more empathetic to their needs and truly act in their best interests.

In this session, we’ll hear about AustralianSuper’s supercharged customer-centricity transformation programme which mandates every employee to be educated (and tested!) on who the members are, resulting in a measure with board level oversight just like any other established business metric.

CUSTOMER INSIGHTS SYMPOSIUM
Transformation Through a Customer-Centric Lens: Ensuring the Customer’s Voice Is Heard, Analysed and Swiftly Acted On

12:20

Closing comments

12:25

Lunch & close of Symposium