CX Collective

CX COLLECTIVE EVENTS

As a member of the CX Collective, you have access to 10 events across the year
including think tanks, conferences and roundtable focused forums

Sydney Events 2020

Feb 25

Journey mapping: From Concept to Commerciality

 

Journey maps are a core part of every CX practitioners toolkit, but many organisations don’t use them to their full potential to capture customer behaviour that can be translated into commercial outcomes.

In this interactive session, we’ll look at:

– The difference between segments and personas, and why one is infinitely more useful in helping us understand the ‘why’ of consumer behaviour
– How to find out when and what to map
– Understanding and assessing the rational and emotional factors that are in play throughout a customer journey
– How journey maps can be used to build a business case that will resonate with senior management
– How journey maps are different, but integral to service design

This session will be a 30 minute presentation followed by a workshop to practically apply the ideas and show you how they can be applied to your organisation.

May 12

Bridging Silos and Building a Customer-Focused Culture

 

Building a customer-focused culture can be a challenge. In this session a panel of CX leaders will explore how we can make CX feel relevant and urgent to everyone across the organisation.

The session will also focus on how to focus cultural change efforts to maximise impact – whether it’s more effective to start small with one business unit and build out, or to focus on a widespread change that shifts the whole organisation.

Insights will be applicable to those operating in a lean organisation to those implementing CX principles across a large workforce in a high volume environment.

Aug 18

Pretotyping: Find the Best Ideas Faster

 

Pretotyping is a set of tools, techniques, and tactics designed to help you validate any idea for a new product quickly, objectively, and accurately. A proven, data-driven method for quickly testing ideas and finding what customers love, it ensures that you get to the best idea as quickly as possible, while identifying and disregarding bad ideas early – saving time, money and resources.

The workshop portion of this session will give you hands-on, real-time experience in a variety of pretotyping techniques. You’ll learn how to create a tailored pretotype plan and testing to work on collecting data from real-life customers.

Nov 11

Measuring and Demonstrating CX Success

 

Once an initiative has been implemented, demonstrating its effectiveness to gatekeepers and decision makers is imperative to ensure that CX is viewed as a contributor to growth, rather than a cost.

In this session, we’ll examine how CX practitioners can ensure they are measuring meaningful business metrics and how these can be used to demonstrate success, so that even the most pragmatic decision maker can be shown how delivering for the customer results in delivering for the bottom line.


Melbourne Events 2020

Feb 27

Journey mapping: From Concept to Commerciality

 

Journey maps are a core part of every CX practitioners toolkit, but many organisations don’t use them to their full potential to capture customer behaviour that can be translated into commercial outcomes.

In this interactive session, we’ll look at:

– The difference between segments and personas, and why one is infinitely more useful in helping us understand the ‘why’ of consumer behaviour
– How to find out when and what to map
– Understanding and assessing the rational and emotional factors that are in play throughout a customer journey
– How journey maps can be used to build a business case that will resonate with senior management
– How journey maps are different, but integral to service design

This session will be a 30 minute presentation followed by a workshop to practically apply the ideas and show you how they can be applied to your organisation.

May 19

Bridging Silos and Building a Customer-Focused Culture

 

Building a customer-focused culture can be a challenge. In this session a panel of CX leaders will explore how we can make CX feel relevant and urgent to everyone across the organisation.

The session will also focus on how to focus cultural change efforts to maximise impact – whether it’s more effective to start small with one business unit and build out, or to focus on a widespread change that shifts the whole organisation.

Insights will be applicable to those operating in a lean organisation to those implementing CX principles across a large workforce in a high volume environment.

Aug 20

Pretotyping: Find the Best Ideas Faster

 

Pretotyping is a set of tools, techniques, and tactics designed to help you validate any idea for a new product quickly, objectively, and accurately. A proven, data-driven method for quickly testing ideas and finding what customers love, it ensures that you get to the best idea as quickly as possible, while identifying and disregarding bad ideas early – saving time, money and resources.

The workshop portion of this session will give you hands-on, real-time experience in a variety of pretotyping techniques. You’ll learn how to create a tailored pretotype plan and testing to work on collecting data from real-life customers.

Nov 17

Measuring and Demonstrating CX Success

 

Once an initiative has been implemented, demonstrating its effectiveness to gatekeepers and decision makers is imperative to ensure that CX is viewed as a contributor to growth, rather than a cost.

In this session, we’ll examine how CX practitioners can ensure they are measuring meaningful business metrics and how these can be used to demonstrate success, so that even the most pragmatic decision maker can be shown how delivering for the customer results in delivering for the bottom line.


National Events 2020

Mar 24

The industry leading Customer 360 Symposium

24 – 25th March 2020, Hunter Valley

2 days, 2 nights surrounded by the brightest CX leaders in the region.

More info on Customer 360 Symposium

Oct

Customer 360 Forum

Sydney CBD

Bringing together the region’s most influential CX and marketing leaders to navigate this journey to customer-centricity and drive the CX agenda in their businesses and featuring Keynotes from the region’s CX leaders, interspersed with in-depth roundtable discussions, the Customer 360 Forum is a unique learning and networking opportunity.