Day 1

17/04/2018

09:00- 09:05

Chair’s Opening Remarks

Speaking
Cyrus Allen
Managing Partner, Australia & New Zealand - Strativity Group

09:05- 09:30

On-Stage Interview: The future of customer experience

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
Dutta Satadip
Global Head of Customer Operations - Pinterest (US)

09:30- 09:55

Application of human centred design principles to the shaping of employee experiences

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
Helen Lea
Chief Employee Experience Officer - MYOB

ROUNDTABLE DISCUSSIONS

10:50

SERVICE DESIGN

10:50

CX STRATEGY

10:50

DIGITAL TRANFORMATION

Customer Experience Conference Australia Chief Customer Officer Melbourne
Saurabh Nagpal
Head of OMNI Channel and Customer Experience - Bupa

10:50

EMPLOYEE EXPERIENCE

Helen Lea speaker Chief Customer Officer Melbourne customer experience conference 2018
Helen Lea
Chief Employee Experience Officer - MYOB

10:50

PRODUCT INNOVATION

10:50

LEVERAGING BRICKS & MORTAR

Jonathon Coleman
Executive General Manager, Asia-Pacific - Bookingbug

10:50

VOICE OF THE CUSTOMER

Tim Charlesworth speaker Chief Customer Officer Melbourne
Tim Charlesworth
Customer Intelligence Regional Domain Lead, Asia Pacific - SAS

10:50

ARTIFICIAL INTELLIGENCE

Dutta Satadip speaker Chief Customer Officer Melbourne customer experience conference 2018
Dutta Satadip
Global Head of Customer Operations - Pinterest (US)

10:50

OMNICHANNEL CONTACT CENTRES

Andrew Verrall
Senior Manager, Business Consulting ANZ - Genesys

11:30- 11:55

What’s holding you back?

Understanding and addressing the beliefs and mindsets that are holding your organisation back from creating exceptional experiences.  Moving from aspirational experience design to activation

Speaking

12:25- 12:50

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

12:50- 13:15

Leadership and mindfulness

Speaking
Cassandra Goodman
General Manager Experience Transformation - Australian Unity

13:45- 14:15

Mindfulness Session

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
Cassandra Goodman
General Manager Experience Transformation - Australian Unity

Day 1 Track A – Human Centred Design

14:10

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. 

14:15

Discussion Group: Customer centric design – bringing customers directly into the creative process

Nicole Imberger speaker Chief Customer Officer Melbourne customer experience conference 2018
Nicole Imberger
General Manager Product Strategy Developments - Vicinity Centres
Harriet Wakelam speaker Chief Customer Officer Melbourne customer experience conference 2018
Harriet Wakelam
Director Human Centred Design - IAG
Trent Mankelow speaker Chief Customer Officer Melbourne customer experience conference 2018
Trent Mankelow
Chief Customer Officer - Trade Me

Day 1 Track B – Demonstrating ROI

14:15

Discussion Group: Linking customer experience to business value

Fiona Preston speaker Chief Customer Officer Melbourne customer experience conference 2018
Fiona Preston
General Manager Retail Customer Operations - Momentum Energy
Customer Experience Conference Australia Chief Customer Officer Melbourne
Jason Shugg
Head of Customer Strategy - Bupa
Guneet Sawhney speaker Chief Customer Officer Melbourne 2018 customer experience conference
Guneet Sawhney
Head of Project Delivery, Transfomation - Bupa
Philippa Cail
Regional Director - MaritzCX

14:50

Case Study: Marketing with a purpose

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

14:15

Discussion Group: Creating a culture of recognition to drive excellence in CX

Donna Price speaker Chief Customer Officer Melbourne customer experience conference 2018
Donna Price
General Manager People & Culture - Melbourne Cricket Club
Ayela Thilo speaker Chief Customer Officer Melbourne customer experience conference 2018
Ayela Thilo
Director, Customer Experience - Bupa

14:50

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.

Donna Price speaker Chief Customer Officer Melbourne customer experience conference 2018
Donna Price
General Manager People & Culture - Melbourne Cricket Club

16:10- 17:10

Charity transformation workshop

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