Day 1

04/04/2017

The Chief Customer Officer role is rapidly becoming fundamental to modern day business. The proliferation of all things digital has empowered the consumer and transformed our previous perceptions of customer experience. During conference day one our speaker faculty tackle how the Chief Customer Officer role can develop a unified customer experience strategy, driving customer experience value, whilst embracing disruption, change and innovation.

8:30- 8:40

Opening Remarks by the Chair

Speaking
Kylie Herbst
Head of Customer Success  - CBIG Consulting

8:40- 9:00

Expectations Explored

A meet-your-peers session  exploring perceptions of customer experience roles, the new and emerging C-Suite and its impact in driving real change in the age where customer is King.

09:00- 09:25

Keynote Address: Embedding design thinking and customer centricity – the role of the Chief Customer Officer

Operationalising customer centricity in an organisation From strategy and process to organisational structure and culture – doing business as a customer centric organisation How can the CCO be involved with the product development team to ensure a more holistic approach to achieving customer outcomes?

Speaking
Lisa Pogonoski
Chief Customer Officer - BT Financial Group

9:25- 10:00

C-Suite Panel Discussion: The emerging C-Suite in the age of the customer – how can each role bring equal value to the business?

Customer centricity and the role of the C-Suite: How can the Chief Executive Officer, Chief Customer Officer, Chief Marketing Officer, Chief Information Officer and Chief Operating Officer bring equal value to the business The role of the CEO in driving change and embedding customer centricity into its business foundations The ultimate disruptor: Will the emerging… Read more.

Speaking
Geraldine Davys
Chief Marketing Officer - iSelect
Lisa Pogonoski
Chief Customer Officer - BT Financial Group
David Koczkar
Group Executive, Chief Customer Officer - Medibank
Carole Rollings
Head of Process Excellence - Vodafone

10:30- 10:55

Engineering customer centric decision making across the organisation

Investing in a culture of customer centricity – why the CCO must understanding organisational objectives first Managing cultural change and internal advocacy  Creating a persistent customer-first mentality across physical and digital channels: The role of internal employee engagement 

Speaking
Carole Rollings
Head of Process Excellence - Vodafone

11:25- 11:55

Driving the customer experience nirvana…greater intimacy with and knowledge of your customers through digital transformation

There has been a fundamental shift – and we are now all living in a digital world. As today’s connected customer does business across multiple channels and devices, organizations have a responsibility to deliver an experience that is driven by contextual relevance. For many organizations the customer expectation is clear – yet understanding how to translate the… Read more.

Speaking
Jeff Winter
Global Head of Marketing and Communications - Software Solutions - Pitney Bowes

11:55- 12:20

Customer centric design – bringing customers directly into the creative process

How customer insights can unlock new sources of value Enabling customers to co-create and re-engineer existing products to address their specific pain points Understanding the difference between innovation and productivity gains through the eyes of the customer

Speaking
Anand Thomas
Chief Customer Officer - MLC Life Insurance

12:20- 12:45

The impact of customer centric design on your service offering

Where to start on becoming customer driven – aligning your internal value proposition with your in-market offering How to market in a way that makes sense to customers Making your value proposition apparent to customers – and where does brand fit into all of this?

Speaking
Sandra Black
 Chief Customer Officer - Uniting

12:45- 13:15

Associate Partner Presentation: Managing Strategic Customer Experience Transformation

Moving beyond journey maps and voice of customer programs to deliver significant change and create real value

Speaking

Day 1 Track A – PRODUCT & INNOVATION

15:25- 16:00

Discussion Group: How can you use brand advocates to build more value and new products?

Understanding and addressing challenges occurring on a customer journey Using retention as  key metric: the importance of complementary solutions and up-selling in building brand advocates The importance of coordination: articulating product through marketing, sales and support teams

Lance Eerhard Speaker Chief Customer Officer Event Melbourne
Lance Eerhard
Chief Digital Officer - Dan Murphy's
Joanne Stone
Director of Customer Experience - Hudson

14:50- 15:25

Discussion Group: Why are you retaining your customers? Marketing versus product versus experience

What is your data telling you about customer engagement? Understanding excellence – consumer behaviour versus data insight  Marketing metrics versus customer centricity – what are the knowledge gaps in truly optimising a customer’s journey?

Tony Blamey Speaker Chief Customer Officer Event Melbourne
Tony Blamey
Chief Commercial Officer - Domain Group
Joanne Stone
Director of Customer Experience - Hudson

14:15- 14:50

Discussion Group: Understanding product to market fit and the role of the customer in strategic product decision making

Understanding your existing customer base and target customer base for a more holistic approach to product innovation Ensuring your solution is commercially viable: knowing the difference between nice to have versus must have features Validating  what you are building by engaging customers in CX design

Andrew Smith Speaker Chief Customer Officer Event Melbourne
Andrew Smith
Director Customer Experience Strategy & Insights - Telstra
Tony Blamey Speaker Chief Customer Officer Event Melbourne
Tony Blamey
Chief Commercial Officer - Domain Group

Day 1 Track B – METRICS & ROI

14:50- 15:25

Discussion Group: Transforming key customer data into strategic initiatives

Paving the way for customer satisfaction by having a 360-degree view of the customer How to build value across all touch points along the customer journey Conceptualising and developing meaningful campaigns

Lance Eerhard Speaker Chief Customer Officer Event Melbourne
Lance Eerhard
Chief Digital Officer - Dan Murphy's
Renea Smith Speaker Chief Customer Officer Event Melbourne
Renae Smith
Chief Marketing Officer - AIA Australia
Lisa Pogonoski
Chief Customer Officer - BT Financial Group

14:15- 14:50

Discussion Group: Customer value proposition development

Understanding customer KPI’s and what to track Ensuring your metrics will translate into meaningful value proposition to customers Linking value creation to product longevity and ROI

15:25- 16:00

Sponsor Deepdive: Is text analytics behind your worst customer centric decisions?

Tony Patrick
Practice Lead – Customer Decisions - Touchpoint Group

16:55- 17:25

Panel Discussion: Recruit, resource and retain – building teams to champion CX 

Understanding key qualities of a CX champion Creating a solid foundation of skills and knowledge for your staff and understanding what impact employee engagement plays in executing CX Evaluating measures in retaining your top talent, amplifying your team’s potential and supporting internal mobility for champions to nurture holistic CX

Speaking
Leanne Howard
Head of Customer Experience - L J Hooker
Joanne Stone
Director of Customer Experience - Hudson
Robert Guest
Director of Customer Experience - Metro Trains Melbourne

17:25- 17:50

Consumer segmentation and its application to membership products in sport

Addressing the unique challenges of managing customers who are ‘members’, or subscription based, presents some unique challenges Moving away from aggregated communications and engagement towards a segmentation model Understanding the relationship between consumer behaviour and the centrality of the product to their life in order to guide messaging and marketing campaigns

Speaking
Professor Heath McDonald
Associate Dean of Research & Development - Swinburne University