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
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
12:30 - 12:55
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
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.
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.
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.