Customer 360 Symposium 2023
AGENDA
This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.
Tuesday
8:00
CX SYMPOSIUM & CUSTOMER INSIGHTS SYMPOSIUM
Breakfast & Welcome
CONTACT CENTRE SYMPOSIUM
Breakfast & Welcome
8:50
CX SYMPOSIUM & CUSTOMER INSIGHTS SYMPOSIUM
International Keynote: Scaling a Closed Loop Feedback Program One Customer Recovery at a Time
CONTACT CENTRE SYMPOSIUM
International Keynote: Transitioning from a Contact Centre to a Next Generation Digital Interaction Hub
9:25
CX SYMPOSIUM & CUSTOMER INSIGHTS SYMPOSIUM
Partner Keynote: Making Business More Human: Capturing the Hearts and Minds of Customers and Employees
CONTACT CENTRE SYMPOSIUM
Partner Keynote: Always Solving – An Approach to Factoring Service When Designing Experiences
9:55
Coffee Break & Networking
10:25
CX SYMPOSIUM
Back To Basics: Reimagining the CX Focus to Survive and Thrive in a Rocky Economy
CUSTOMER INSIGHTS SYMPOSIUM
Reimagining CX Surveys to Capture More Actionable Insights and Better Connect with Younger Audiences
CONTACT CENTRE SYMPOSIUM
Creating Seamless Omnichannel Experiences and Meaningful Interactions With Customers
11:05
CX SYMPOSIUM
Partner Breakout: Winning With a CX-First Strategy: A CEO’s Perspective
CX SYMPOSIUM
Partner Breakout: Customer Centricity 3.0
CUSTOMER INSIGHTS SYMPOSIUM
Partner Breakout: Fireside Chat: Australia Post’s Journey to Customer Insights Maturity
CONTACT CENTRE SYMPOSIUM
Partner Breakout: How LanguageLoop are Leveraging a Centralised, Cloud-First Contact Centre to Empower a Seamless Customer Journey at Scale
11:40
CX SYMPOSIUM
Panel: What Does it Take to Thrive in the Experience Economy?
CUSTOMER INSIGHTS SYMPOSIUM
Panel: What Does the Future of Customer Insights and Research Look Like in a Privacy-Conscious World?
CONTACT CENTRE SYMPOSIUM
Panel: Engaged Employees Are Involved In, Enthusiastic About, and Committed to Their Work – Key Insights on Contact Centre Recruitment, Training and Retention
12:35
CX SYMPOSIUM
Partner Breakout: Humanising Digital-First Journeys for Better Customer Experiences, Revenue Growth, and Loyalty
CX SYMPOSIUM
Partner Breakout: Scale or Fail: Atlassian’s Mission to Empower Customers and Product Teams Through Infinite Feedback Loops
CUSTOMER INSIGHTS SYMPOSIUM
Partner Breakout: Heckers … Who Are the 9.5M Aussies Under 30 and, More Importantly, How Can We Be Relevant to Them?
CONTACT CENTRE SYMPOSIUM
Partner Breakout: More Conversations that Matter
13:00
Networking Lunch
13:50
CX SYMPOSIUM
Strategic LOLs – Using Fun as a Strategy to Build Advocacy and Elevate the Customer Experience at Scale
CUSTOMER INSIGHTS SYMPOSIUM
What Does Life at Home Mean Today? – How IKEA Uses Research to Enable Business-Wide Decision Making and Support Their Goal of Helping Everyone Live Better Tomorrow
CONTACT CENTRE SYMPOSIUM
The Honest Path to CX Excellence: Meaningful Engagement Strategies from a CXO to Contact Centre Teams
14:30
Wine Tasting
Golf
The Lego Workshop: Thinking Differently to Envision the Future of Customer Experience in 2033
Paint & Sip
Sit back and have fun while our talented artists guide you step-by-step to create your very own masterpiece.
Session details TBC
CONTACT CENTRE SYMPOSIUM
Workshop: Win the War on Talent – Take Your Recruitment and Retention Strategy to the Next Level
17:00
Relax + Recharge
19:00
Pre-Dinner Drinks Reception
19:45
Gala Dinner Featuring a Surprise Guest Speaker
Hosted by Braze
21:45
Close
Wednesday
8:00
Villa Checkout
8:00
CX SYMPOSIUM & CUSTOMER INSIGHTS SYMPOSIUM
Breakfast & Welcome
CONTACT CENTRE SYMPOSIUM
Breakfast & Welcome
8:45
CX SYMPOSIUM & CUSTOMER INSIGHTS SYMPOSIUM
Partner Keynote: Experience Orchestration: A Customer-Led Approach to Driving Action
CONTACT CENTRE SYMPOSIUM
Keynote: The Future is Exciting! Innovations in Contact Centre Customer Experience
9:20
CX SYMPOSIUM & CUSTOMER INSIGHTS SYMPOSIUM
International Keynote: Scaling Customer-Centricity – Creating Transformational Possibilities Through the Intersection of Experiences
CONTACT CENTRE SYMPOSIUM
International Keynote: Revolutionising Contact Centres to Provide Frictionless, Fast, Quality Customer Service and Amplify Loyalty
9:50
Coffee Break & Networking
10:20
CX SYMPOSIUM
Think Tank: The New Age of Customer Experience – Getting the Balance Right Between Friction and Security
CX SYMPOSIUM
Think Tank: NPS 3.0 – Linking Customer Experience to the Bottom Line
CX SYMPOSIUM
Think Tank: Creating Value for Customers Through the Power of Community
CUSTOMER INSIGHTS SYMPOSIUM
Think Tank: Growing the Impact and Influence of an Insights Team
CUSTOMER INSIGHTS SYMPOSIUM
Think Tank: Customer Insights Beyond the Survey – What’s Next?
CONTACT CENTRE SYMPOSIUM
Self-Service in the Contact Centre: How Can Digital Transformation Enhance Operational Efficiency & Customer Delivery?
CONTACT CENTRE SYMPOSIUM
Think Tank: Data and Analytics: Listening and Acting On Your Customer Insights for Improved Customer Experience and Operations Efficiency
11:20
CX SYMPOSIUM
Tackling the CX Skills and Capabilities of the Future: How ANZ Built an Accredited Internal Marketing Academy from Scratch
CUSTOMER INSIGHTS SYMPOSIUM
International Keynote: ‘Targeted Curiosity’ – Informing Growth for Today and Tomorrow for the Cathay Group
CONTACT CENTRE SYMPOSIUM
Optimising Digital Transformation and the Power of AI to Deliver Frictionless Customer Experience and Instant Proficiency
11:55
CX SYMPOSIUM
Harnessing the Power of Experience Culture
CUSTOMER INSIGHTS SYMPOSIUM
Embedding Insights Across the Organisation: Supporting Insight Driven Planning and Empowering Business-Wide Customer Centricity at Coles
CONTACT CENTRE SYMPOSIUM
Empathy and Innovation: Transforming the Human Experience in Healthcare
12:25
Closing comments
Lunch & close of Symposium