The premier event for customer experience executives
2017 Event highlights
Chief Customer Officer Melbourne gathered over 180 of the region’s leading customer experience executives and showcased a fascinating mix of engaging presentations, topical discussion groups, and in depth masterclasses.
Speakers covered a vast array of topics, ranging from the role of the Chief Customer Officer (CCO), its remit and acceptance, to customer centricity, engagement, advocacy, measuring CX and culture and leadership strategies. An underlying theme across the conference was the need for organisations to create empathy and an emotional connection with the customer.
Day One of the event opened with:
- Lisa Pogonoski, BT Financial Group’s Chief Customer Officer who urged attendees to continue to provide context and focus on customer experience now. She also referred to herself and the CCO role as being the ‘Chief Mirror Officer’ in ensuring organisations embrace and embed the voice of the customer.
- David Koczkar, Group Executive, Chief Customer Officer, Medibank, Geraldine Davys, Chief Marketing Officer, iSelect, Carole Rollings, Head of Process Excellence, Vodafone then joined Lisa for a thought provoking C-Suite Panel Discussion. The group agreed that the CCO was the ultimate disruptor in C-Suite dynamics.
- Jeff Winter, Global Head of Marketing and Communications - Software Solutions, Pitney Bowes took attendees on a journey towards customer experience nirvana and discussed how to create greater intimacy with and knowledge of customers through digital transformation. A live demonstration of Amazon’s Echo and “Alexa” gave attendees a glimpse into the future of AI.
Day Two brought more thought provoking sessions:
- Andrew Smith, Director Customer Experience Strategy & Design, Telstra, echoed the previous days sentiment, and reminded attendees of the importance of making an emotional connection with the customer and that we are humans dealing with humans.
- Andrew Malcolm, Chief Marketing Officer, Evernote (US) joined us via video link and discussed how the Evernote Elephant was resurrected as the first dead unicorn. He reminded attendees of how to make great products into great business by listening to your customers and focusing on delivering great experiences.
- Michael Renzon, CEO and Founder, inQuba reflected on the CX industry and the shift to servicing customers on their terms to offer them exactly what they want, when they want it.
- Simon Robinson, Executive Manager, Group Customer Experience and Lifecycle, Suncorp Group, illustrated how data analytics and A.I are changing their customer engagement initiatives; and
We look forward to seeing you again in April 2018.
Why invest your time?
Hear from the region's leading customer experience professionals as they share their insights into the emerging C-Suite and the strategic importance of a Chief Customer Officer. Will this role be the ultimate disruptor in C-Suite dynamics and operational excellence? See how organisations are aligning business objectives to strategic customer initiatives.
Customer centricity is no longer just a buzz word, and many organisations are now looking at real tools to move away from talking about big ideas to delivery. The CCO is being seen as a connect-the-dots role in the drive for innovation in a customer centric world. Hear how to embed customer centricity into the foundations of how you do business.
A true customer centric organisations leads by creating and forecasting demand. In a world of shrinking product cycles, understanding what your customers want is crucial in ensuring longevity of your products. Hear first experience from market leaders on how you can monetise your customer insights.
CCO Melbourne 2017 Highlights
Building on our global conference series....
Chief Customer Officer Melbourne 2017 was our first visit to Australia's culture capital and what a great visit it was. We can't wait to be back again the same time next year.
Take a look at the attendee list and photo gallery from a spectacular 2 days:
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