AGENDA
The most comprehensively researched CX and Customer Insights conference agenda in the region.
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Thursday, 10 November
8:00
8:50
Opening Comments
8:55
Keynote: Customer Conversational Journeys – Taking Customer Engagement to the Next Level
9:25
Partner Keynote: A Practical Guide to CX Transformation: The NRMA and InMoment
9:55
Listen, Learn, Act: Reframing the Organisation Around Continuous Improvement and Customer Satisfaction
10:25
Coffee Break & Networking
10:55
Stop Chasing the Shiny Stuff: A CX Transformation Worth its Weight in Gold
11:25
Panel: Leveraging Digital, Data and Insights to Deliver Hyper-Personalised CX
12:05
Partner breakout: Delighting Customers with Smarter Conversations
12:30
The Growth Agenda: Operationalising Customer-Centric Innovation
13:00
Networking Lunch
13:50
Partner Keynote: In a Digital World, Customers Demand More – Especially from Support
14:20
Not Another Boring Billing Talk: Turning a Pain Point into an Exceptional Experience
14:50
Partner Breakout: Fireside Chat: Combining Authentic Character with Exceptional Digital Experience
15:15
Coffee & Networking Break
15:40
How to Cheat Your Way to CX Excellence – The MyHub story
16:10
Giving Every Employee the Opportunity to Connect with the Customer
16:40
International Keynote: Taming the Zedonk: ‘Horrible Hybrids’ and the Future of the Contact Centre
17:00