Global Head of Customer Operations of Pinterest (US), and former Director of Customer Success for the Americas region at Google, Dutta Satadip, will be doing a live on stage interview to talk about the future of customer experience. Attendees will have the opportunity to ask questions directly via our app. Find out what Dutta thinks about machine learning and… Read more.Speaking
This presentation will detail MYOB’s journey into employee experience, in particular looking at integration of all elements of the employee experience in an innovative structure and how to develop employee experiences in an agile technology company.Speaking
Understanding and addressing the beliefs and mindsets that are holding your organisation back from creating exceptional experiences. Moving from aspirational experience design to activationSpeaking
World first technology showcase – how to use AI powered personalised video technology to acquire, engage and retain customers
In this session Rodd Martin, Founder of Smart Video Australia and Automation AI Labs US, will show you how your organisation can leverage this cutting-edge technology as a complimentary adjunct to your existing VOC program. Learn how this world first AI powered virtual video assistant can reduce call centre traffic, and increase customer acquisition across… Read more.Speaking
Mindfulness is the psychological process of bringing one’s attention to the internal and external experiences occurring in the present moment, which can be developed through the practice of meditation and other training. Attendees will have the option to explore mindfulness, take a break and reflect on the days learnings.Speaking
Day 1 Track A – Human Centred Design
Case Study: Enhancing customer experience in non-profit human services: human-centred design for social impact
Successfully running two 9 week Introduction to Human- Centred Design courses through IDEO and Acumen to support wide-scale business transformation, which built capability to use HCD in achieving social impact. This presentation describes the impetus for change, approach, impacts on customer experience and key learnings.
Day 1 Track B – Demonstrating ROI
LUSH campaigns on social justice issues using people’s individual stories. Not only do we see major social change on the key issues we focus on but we also see great sales results reaching over 45%.
Day 1 Track C – Employee Experience
Case Study: How do you foster a culture that is genuinely committed to providing great customer service?
The session will provide an insight into a case study of cultural transformation with the customer in mind, including the ‘essential ingredients’ to drive a step change in the customer service experience, at every touch point.
Charity transformation workshop Attendees will have the chance to apply their customer experience knowledge and skills to help a charity review their operational model and devise a CX framework to achieve optimum service excellence. Help us help make a difference. About our chosen charity This year we will profile Free Trade Day, a charity that… Read more.Speaking