Day 1

17/04/2018

09:00- 09:25

International Keynote: The future of customer experience – building the foundation for machine learning and AI

Machine Learning and AI often seem daunting and the fear of transformation is a big detriment to the evolution of customer experience. To build the foundation for the future of customer experience this presentation will cover: 1. How do we use the data we already have in our organizations to get started. 2. How do… Read more.

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

09:25- 09:50

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

09:50- 10:15

Zendesk Keynote


11:30- 11:55

Strativity Keynote

12:30 - 12:55

Smart Video Presentation

12:55- 13:20

Leadership and mindfulness

Speaking
Cassandra Goodman
General Manager Experience Transformation - Australian Unity

13:20- 14:20

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

14:20

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 - Development Strategy & Product Development - 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

14:50

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. 

Marli White speaker Chief Customer Officer Melbourne customer experience conference 2018
Marli White
Executive Leader, Customer Excellence - breakthru

Day 1 Track B – Demonstrating ROI

14:50

Case Study: Improving the customer experience while reducing business costs

Hear how Energy Queensland’s distribution business is integrating and automating business systems, streamlining processes and employing digital channels to reduce cost and find efficiencies while delivering an improved customer experience.

Carly Irving speaker Chief Customer Officer Melbourne customer experience conference 2018
Carly Irving
General Manager Customer & Market Operations - Energy Queensland

14:20

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

Day 1 Track C – Employee Experience

14:20

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
Rachna Gandhi speaker Chief Customer Officer Melbourne customer experience conference 2018
Dr Rachna Gandhi
Executive General Manager Customer Strategy, Design and Innovation - Suncorp
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- 17:00

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.