Celebrating the people, technology, ideas and innovations that are literally transforming the way businesses make and keep customers

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Meet the Speakers

Bruce Temkin

Bruce Temkin

Customer Experience Transformist, Temkin Group (USA)

CX Trends: What’s Hot and What’s Not

The landscape of customer experience is ever-changing, as technology, human behaviour, and best practices continue…

Read more >

Is Your Culture Customer-Centric Enough?

"The customer experience you deliver is a reflection of your culture and operating processes." If…

Read more >

David Roberts

Dave Roberts

Enterprise Transformation, Under Armour (USA)

Under Armour’s Single View of the Customer Affecting Every Part of the Business from Product Design to Sales

Close to 200 million athletes record their workouts, nutrition, bio-metric information and products and experience…

Read more >

Consumption in the Sharing Economy: The Under Armour Consumer Engagement Story

Over the course of two years, Under Armour has acquired and created a digital community…

Read more >

Brandon Ramsey

Brandon Ramsey

Director, Business Analytics & Strategy, Golden State Warriors (USA)

Analytics Creates Value for The Customer by Protecting Corporate Strategy

Analytics are a powerful tool. If utilised improperly, they can lead a company down a…

Read more >

Win and Retain Customers On Value, Not Price

Customer acquisition is a common problem faced by all companies. It’s tempting to offer promotions,…

Read more >

Christian Bowman CX Tech Fest

Christian Bowman

General Manager - CX & Innovation, Ladbrokes Australia

How to Attract and Develop Brand Advocates and Enable Growth

Developing a customer experience strategy is critical to the sustainable success of any organisation. Most…

Read more >

Steven Odgers

Steven Odgers

Head of Distribution Transformation - Retail Banking, ANZ

Digitising Processes for a Better Customer Experience – Customer Centred Design in Action at ANZ

Many of the traditional processes banking staff use to serve customers are laborious, involving long…

Read more >

Belinda Dimovski

Belinda Dimovski

Director, Customer Experience, Weight Watchers, Australia & New Zealand

Incredible User Experiences Transcend Product, Service or Brand – It Connects Emotionally

To create an incredible user experience, you need to understand your consumers “why”. In Weight…

Read more >

David Koccar

David Koczkar

Chief Customer Officer, Medibank

Improving Customer Experience by Putting Healthcare in the Hands of the Customer

The private health insurance industry is highly regulated, highly complex and hasn’t been at the…

Read more >

Kaye Herrick

Kaye Herrick

Customer Experience Manager, Z Energy (NZ)

The Z Factor – Creating a Culture That Enables Extraordinary Customer Experience

You know you want to be differentiated on your customer experience but getting traction in…

Read more >

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Neal Ross

Director IT & Services, Konica Minolta

Customer Centricity – What Is It and How To Get Started

How customer centric is your organisation? Thinking about your KPI’s set by your manager, or…

Read more >

Daniel Flynn

Daniel Flynn

Co-Founder and Managing Director, Thankyou

Impossibility is Only Someone’s Opinion. Not a Fact.

One of the highlights at CX Innovation & Tech Fest is the closing session at…

Read more >

Lisa Samuels

Lisa Samuels

Executive - Marketing Strategy, HESTA

HESTA’s Purpose – Inspiring Its People and Connecting Customers

It’s a funny old thing super. It’s compulsory. Customers usually can’t get it until they…

Read more >

Niki Buschkuehl

Niki Buschkuehl

Head of Insights and Customer Engagement, iSelect

Re-Imagining Customer Experience at iSelect

At iSelect we’re not afraid to do things differently. From disrupting the health insurance industry…

Read more >

Andrew Smith

Andrew Smith

Customer Advocate & Director of Customer Experience Strategy & Design, Telstra

The Future of Customer Experience

The future of Customer Experience has long been predicted, sometimes with more accuracy than others.…

Read more >

Brad Howarth

Brad Howarth

Writer, Speaker, Consultant

The Customer Experience Knowledge Lab

Facilitated by Brad Howarth - Technology Journalist and Author Featuring a panel of the top…

Read more >

Gerard Turner

Gerard Turner

Head of Operations, Village Cinemas Australia

Reeling Customers Into Village Cinemas

In this case study, Village Cinemas will share how they measure and manage the customer’s…

Read more >

Katherine Cardoso

Katherine Cardoso

Head of Customer Experience, Bankwest

Customer Satisfaction to Customer Advocacy – Taking it to the Next Level

Organisations measure the customer experience to be able to engage with their customers by collecting…

Read more >

Anna Samkova

Anna Samkova

Head of Digital and Loyalty, The PAS Group Limited

Winning Customers by Delivering a ‘Full-Service’ Shopping Experience

The entire company owns the customer journey, not the channel. The real winners are the…

Read more >

Tom Champion

Tom Champion

Senior Analyst, Forrester

Master the Art of Building Customer Trust

Customer trust in institutions continues to decline, and few organisations have a plan in place.…

Read more >

Adam Geneave

Adam Geneave

Vice President Customer Experience, Wyndham Hotel Group

Customer Experience – Let’s Get Back to The Basics and What it Means for a Leading Hotel Group

In the new era of Customer Experience every day we hear the buzz terms –…

Read more >

Amelia Ghofrany

Amelia Ghofrany

Head of Customer Centric Strategy, Bupa Australia

Designing Customer Experience Strategies for Growth and Differentiation in the Marketplace

For the last 3 years Bupa has witnessed significance growth and took market share to…

Read more >

Ejieme

Ejieme Eromosele

Managing Director, Customer Experience, The New York Times (USA)

Driving Customer Centricity Through Culture

Bridging the gap between strategy and execution is hard. This is even more so for…

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What’s a CX Leader – Your Playbook for Evaluating CX Vendors!

In the past several years’ customer experience has gained mass appeal and recognition in business.…

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Linda Van Gant-1

Linda Van Gent

Customer Experience Manager, Bankwest

Customer Satisfaction to Customer Advocacy – Taking it to the Next Level

Organisations measure the customer experience to be able to engage with their customers by collecting…

Read more >

Blair Hudson

Blair Hudson

Innovation Portfolio Director - Data Science, Pepper Group

Six Steps for Value-Driven Innovation with Your Data

The modern enterprise is a complex and fast moving environment with a lot of data,…

Read more >

Kevin Wordon

Kevin Wordon

Chief Digital Officer, Retail Food Group

Building the Case for Digital Transformation

How do you transform a $2B national business into a customer-centric, digital focused organisation? It…

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Kristi Mansfield

Kristi Mansfield

CX Strategy and Transformation Director, Oracle Corporation

Welcome to the Age of Hyper-Personalisation

Businesses face many challenges today with ever increasing customer expectations and technologically savvy and empowered…

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Richard Raj

Richard Raj

Group Digital Solutions Innovation Manager, Frucor (NZ)

The Road to Digital Transformation and Developing the End-to-End Customer Experience in the Digital Eco-System at Frucor

Frucor, a New Zealand beverages company, will provide insights on how they started their digital…

Read more >

 
 

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CX Trends: What’s Hot and What’s Not

The landscape of customer experience is ever-changing, as technology, human behaviour, and best practices continue to evolve. You'll hear about the key trends that you will need to focus on to stay current, as well as the ones that you can ignore because they are overblown.


  • Understand where customer experience is heading

  • Identify the priorities for your organisation's CX efforts

  • Spark some innovative ideas for your CX efforts

  • Gain confidence in setting your long-term CX plans

  • Avoid wasting time on over-hyped ideas and concepts


Bruce Temkin is a CX Transformist, co-founder of the Customer Experience Professionals Association and is widely regarded as one of the world’s leading experts in customer experience. His work has accelerated the customer experience journeys for 100’s of organisations. He has also published many seminal research reports such as “The ROI of Customer Experience”, “The Future of Customer Experience”, and “The Four Customer Experience Core Competencies”.

Read more from Bruce:

Q&A with Bruce Temkin

Putting Emotion Back Into Customer Experience

 

Is Your Culture Customer-Centric Enough?

"The customer experience you deliver is a reflection of your culture and operating processes." If you want to build sustainably good customer experience, then you will likely have to change how your organization operates. While culture is often a misunderstood concept, you’ll learn what it's made of and how you can drive change in your organization.


  • What exactly is organizational culture

  • What are the attributes of a customer-centric culture?

  • What are the benefits of a customer-centric culture?

  • What can you do to drive culture change?


Three key takeaway points

  1. Finally understand what culture is all about

  2. Gain awareness of your organization's culture

  3. Have the insights to drive culture change

Under Armour’s Single View of the Customer Affecting Every Part of the Business from Product Design to Sales

Close to 200 million athletes record their workouts, nutrition, bio-metric information and products and experience preferences on the Under Armour digital platform each day. The data consumed by the platform is processed and analysed to provide personalised recommendations for new products and sports experiences to provide greater consumer engagement.

Hear how the relationship between brands and consumers is being reshaped to provide a tighter relationship and proactive interactions in product design, inventory management, marketing and sales experiences around the world.

Consumption in the Sharing Economy: The Under Armour Consumer Engagement Story

Over the course of two years, Under Armour has acquired and created a digital community of over 200 million connected fitness consumers.  Recognizing data as gold in the sharing economy, the Brand has leveraged real-time consumption of fitness user’s activities, workouts, nutrition merged with their commercial activity to drive the tightest engagement model in the industry.  Using this highly analytical model, UA has been able to dramatically reduce the marketing touch cost, increase top line and expand brand awareness geographically through this new innovative model call Single View of the Consumer.

In this session, learn how to have real-time, 1-on-1 interactions with brand loyalists, prospects and affinity based communities using technology as the greatest enabler and multiplier.

Hear how the relationship between brands and consumers is being reshaped to provide a tighter relationship and proactive interactions in product design, inventory management, marketing and sales experiences around the world.

Analytics Creates Value for The Customer by Protecting Corporate Strategy

Analytics are a powerful tool. If utilised improperly, they can lead a company down a long and costly road that includes wasted marketing spend, a digital experience that provides customers with little incremental value and no measurement against corporate strategy. However, when applied with rigor, experimentation and storytelling, it can influence the organisation and hold it accountable for strategic positioning, marketing, goals and values.


  • Focus on big action – not big data

  • Stay nimble and have fast feedback loops to identify non-intuitive drivers of success

  • Democratise analytics for accountability and transparency (keep it simple, consistent and focused)

  • Analytics used the right way can help set a company’s vision priorities and alignment

  • Essence of corporate strategy is what not to do (avoid off strategy revenue opportunities)

  • Without an impartial analytics process, a company can succumb to the “highest ranking opinion” method


Three key take-away points:

  1. Analytics helps refine the product. You succeed by adding value – not reducing costs

  2. Fulfil your brand promise and values, stand for them, defend them and measure them

  3. Never ask a customer to do something that is not in their best interest

Win and Retain Customers On Value, Not Price

Customer acquisition is a common problem faced by all companies. It’s tempting to offer promotions, discounts and provocative marketing to illicit an action or evoke an emotional response in customers. Promotions are sometimes a necessary evil but often times do not drive the intended sales. However, if a company wins a customer on price, they will lose them on price. If they are won on value, the company will retain that customer on value (and avoid commoditization).


  • Target the heart not the wallet. Provide value to the customer up front, before conversion.

  • Fulfil your brand promise, stand for something, make a promise and defend it.

  • Pick one thing and do it well. This provides creative freedom, a core competency, a simple message and a platform for future growth.

  • Stay consistent (marketing, products and values). While we see many products, the customer only sees one (so each one matters).

  • How analytics can help inform the process and iterate the strategy.

  • Using technology to help fulfil the promise and gather feedback.

  • These activities create tangible customer value that will retain them over the long-run.


Three key take-away points:

  1. Feedback from salespeople and customers is absolutely critical. Selling is not about pushing a product – it’s about helping customers and solving their problems better than anyone else. Marketing, product and analytics leaders need to hear what customers are saying.

  2. Don’t benchmark your success on your direct competition or industry but rather find the most advanced companies.

  3. Create marketing and PR that define your brand at minimal cost by aiming for superlatives (#1 craft beer in SF, etc.)

How to Attract and Develop Brand Advocates and Enable Growth

Developing a customer experience strategy is critical to the sustainable success of any organisation. Most organisations now have some level of awareness in how well they respond to the needs of their customers, but few can really say they can identify and empower advocates beyond measuring intent.

In this unique presentation, Christian will demonstrate how his work has enabled brands he’s worked with to build an active army of marketers through simple yet effective methods and enhancing their existing customer touchpoints. Showing examples of how being clear on your identity and how facilitating environments for learning can attract brand advocates and enable market growth.


  • Aligning your CX programs to your vision and purpose

  • Balancing innovation leadership with customer desires

  • The importance in being clear on who you are and who you are not

  • Introducing voice of customer program including NPS and on-demand real-time video personalisation

  • The impact of UI and conversion analytics and testing while rolling out innovation strategy which connects customer and product development

  • Asking the right questions to get the right answers

  • Creating emotional moments of impact with both digital and analogue activities

  • The future in CX is in crafting your identity


Three key take-away points:

  1. Identifying the “1 percenters” in your customer journeys

  2. Learn how to solve big business problems by solving customer problems

  3. The relationship between brand identity and customer advocacy

Digitising Processes for a Better Customer Experience – Customer Centred Design in Action at ANZ

Many of the traditional processes banking staff use to serve customers are laborious, involving long repetitive paper-based processes, using technology which the customer can’t see nor use - which is quite fortunate in some cases because customers don’t need to see the array of complex systems and actions sometimes required to fulfil customers’ needs.

Hear how ANZ’s approach to customer-centred design has enabled the delivery of tools, including the new ‘banker desktop’, which has dramatically improved interactions between customers and bankers.  The ‘banker desktop’ team at ANZ pioneered agile methodologies almost four years ago and has enabled effective data capture and re-use to avoid asking customers for the same information more than once.  From an interaction of up to a 60-minutes in branches for customers to obtain a personal loan with hundreds of input fields, to a new 12-minute personal loan with only six new fields for existing customers, ANZ’s banker desktop represents a transformed experience for customers and bankers.

Attend this session and hear real insights on digitisation and practical benefits from agile delivery.  Hear how ANZ is addressing cultural changes and well-entrenched behaviours and successfully implementing human-centred designs.


  • Customer centred design in action – it didn’t work perfectly at first but now immeasurably improved interactions between customers and bankers

  • Progressing towards an agile development culture within ANZ

  • Working closely with partners to deliver step-change experiences, without significant core infrastructure changes

  • Delivering alignment across human and digital channels in line with strategy

Incredible User Experiences Transcend Product, Service or Brand – It Connects Emotionally

To create an incredible user experience, you need to understand your consumers “why”. In Weight Watchers’ case, why do they want to lose weight?

If you are just solving for “to get healthy”, you’ve already lost the consumer to a free app that skims the surface. Only when you have gotten to the “real why” will you be able to design the experience that creates a connection with a consumer… a revenge body, a yearning to get pregnant, a medical concern.  When you understand the individual why, you can create an experience that establishes a connection and design a service around their motivation.


  • Creating emotional connections with the consumer

  • Should you ask your consumer to design the experience with you

  • The value of data and insights in designing experiences

  • Digital versus analogue – how to utilize both in experience design

  • Daily interactions - How personalized do you need to get?

  • Are incredible user experiences enough to complete against “free” competitors?


Three key take-away points:

  1. Creating an emotional connection and WOW moments for consumers is essential to remain competitive – no matter what industry you are in

  2. Create experiences with the Seth Godin quote at the centre of everything you do, People are no longer buying goods and services, they’re buying relations, stories, and magic”’

  3. How to create cross product engagement across the whole user experience

Improving Customer Experience by Putting Healthcare in the Hands of the Customer

The private health insurance industry is highly regulated, highly complex and hasn’t been at the forefront of the revolution in customer experience technology.

At Medibank we’ve been asking ourselves how we can overcome technological and cultural barriers to provide our customers with a great experience.

In an industry that’s been designed and dominated by medicos and administrators – how do we put control of the customer’s experience of the healthcare system back in their hands?


  • See examples of what’s frustrated customers, and if you’re a customer, tell us what’s frustrated you

  • Learn why the least sexy work – building the right foundations – is the most important

  • Cultural change should be big! And the jargon has got to go.

  • A vision to give control back to our customers, with live demonstration


Three key take-away points:

  1. Contact with and empathy for customers is where it all starts and ends

  2. The thankless behind-the-scenes work on building solid foundations is what your customers will never see but will underpin almost every interaction you have with them – so embrace the tough slog

  3. If you’re going to change a culture, change the way you talk and improve the way you listen

The Z Factor – Creating a Culture That Enables Extraordinary Customer Experience

You know you want to be differentiated on your customer experience but getting traction in culture change space is really challenging. Hear from Z Energy about their journey from being one of the crowd in an industry that is pretty much famous for being the same, to a clear leader in customer experience in NZ.


  • Using research to figure out what your customers want in the first place

  • What you have to let go of to nurture the growth of a customer centric culture

  • What the key drivers to employee engagement are

  • Making your customers ‘sticky’ by nurturing a customer-centric culture

  • Tips for having your measures (NPS or similar) be trusted, valued and used to help drive the outcome for the customer

  • Tips for implementing a sustainable programme


Three key take-away points:

  1. A clear understanding of what is required of leaders to create and sustain the desired culture

  2. The importance of employee engagement and tips for making a difference in this area

  3. What a really good, sustainable training programme looks like

Customer Centricity – What Is It and How To Get Started

How customer centric is your organisation? Thinking about your KPI’s set by your manager, or the KPI’s you use to measure your team, are these measures of outputs, the things that are produced from activities? Successful customer centric organisations measure outcomes, the results of what is produced.

It should be no surprise people get very good at doing the things that we measure them on. This can lead to an organisation where people are working hard and are doing things right, however they may not be doing the right things! Management struggle to understand why customer satisfaction levels and loyalty are not changing for the better even though KPI’s are met.

In our ever more connected world customers have never has some much choice and access to information. Being customer centric is nothing new but with the rise of the prosumer and social media, people have no hesitation in telling their networks just how good or bad our organisations are to do business with.

In this presentation, Neal will share their journey, the good the bad and the failures, toward becoming an out-side-in customer centric organisation.

Impossibility is Only Someone’s Opinion. Not a Fact.

One of the highlights at CX Innovation & Tech Fest is the closing session at the end of Day 1 – this inspiring, passionate story.

Deeply affected by the plight of African children and the lack of clean and safe drinking water, Daniel Flynn knew he had to do something. In researching the World Water Crisis, he also discovered this startling stat: Australians spend $600 million on bottled water each year! The injustice of these two facts inspired Daniel to marry these two extremes in the form of a bottled water company, existing for the sole purpose of funding safe water projects.

Daniel co-founded Thankyou™ at 19 with his then-girlfriend (now wife!) Justine Flynn, and best mate Jarryd Burns. They had a simple idea: what if purchasing everyday items like bottled water, food and body care products could provide life-changing solutions for the millions of people living in poverty?

This is an extraordinary human story of perseverance about three kids from Melbourne with zero business experience and the shared belief that we all have the power to change stuff. Their journey is a bumpy ride of gut-wrenching decisions, wild mistakes and daring moves into business, marketing, social enterprise and beyond.

HESTA’s Purpose – Inspiring Its People and Connecting Customers

It’s a funny old thing super. It’s compulsory. Customers usually can’t get it until they retire. That’s why many people just set it, forget it, and hope for the best. Yet super is one of the most important investments most people will ever make.

Hear how HESTA, the Industry Super Fund for health and community services, transcends super and creates value for customers before they retire. How the Fund’s purpose aligns it’s brand, culture and customer experience. And how this delivers membership growth for HESTA, in a market place where growth is negative.


  • Is purpose more important in some categories than others?

  • How HESTA builds purpose into everything it does

  • An example of how HESTA transcends super to create value today

  • Alignment between brand and culture

  • How the Fund’s purpose delivers results


Three key take-away points:

  1. Build purpose into your role, team and organisation, no matter what level you are at

  2. How purpose can connect employees and customers

  3. How content can make this happen

Re-Imagining Customer Experience at iSelect

At iSelect we’re not afraid to do things differently. From disrupting the health insurance industry and establishing the comparison service category 17 years ago to now becoming Australia’s Life Admin Store, iSelect still values the most important reason for our existence: the customer!

Brands like Über and AirBNB have reset customer expectations. Making it easy for the customer is now expected, but doing the heavy lifting for them will set iSelect apart.

This rare glimpse under the iSelect ‘hood’ will reveal unique insights into reducing customer friction, providing an effortless experience and how iSelect’s proprietary iConnect modelling toolkit is helping to achieve this.

And that’s just the start. iSelect has now embarked on a CX transformation that will re-imagine the way we serve customers.


  • From humble beginnings to big plans at iSelect

  • The case for linking brand strategy with CX

  • How iSelect is using analytics to personalise experiences

  • Do the heavy lifting for the customer – they’ll thank you for it

  • iSelect CX in action: a live demonstration


Three key take-away points:

  1. Why customer effort trumps most CX and Marketing measures

  2. Every customer data point counts when it comes to CX

  3. Stop improving and start re-imagining your customer experience

The Future of Customer Experience

The future of Customer Experience has long been predicted, sometimes with more accuracy than others. Did Star Trek predict the iPad? One could say yes, they certainly predicted that voice was the best user interface…in fact you can now jailbreak your Amazon Alexa to be able to say ‘Computer…play me some music’.

But were these real predictions? Or was it simply an early use of human-centred design thinking?

In this fun discussion (with occasional serious bits), Andrew Smith, a Customer Experience Strategist with Technology company Telstra, explores the different signs and ideas that are on show and discuss the future of Customer Experiences, as well as his and other companies are introducing customer experience into their company’s culture.

Three key take-away points:


  1. How are customers behaviours changing, and discuss some crazy ideas about whats next?!

  2. The role that human-centred thinking has to play in Customer Experience

  3. How to introduce Customer Experience into organisations that aren’t doing it properly, and how to tackle the most common blockers

The Customer Experience Knowledge Lab

Facilitated by Brad Howarth - Technology Journalist and Author

Featuring a panel of the top speakers you have rated over the two days. This 45 minute interactive session will help you gather together the golden ideas discussed, packaging them into one innovative bundle of practical information, that you can implement when you get back into your business.

Reeling Customers Into Village Cinemas

In this case study, Village Cinemas will share how they measure and manage the customer’s cinema experience to drive loyalty and return visits. A differentiating feature of the Village Cinema program is it’s closed loop feedback system that ensures negative feedback is acted upon and the lessons learnt and insights gained are used to implement continuous improvements. This case study demonstrates how a well-orchestrated operational model can achieve business results.


  • Market Context - What does CX mean for Village Cinemas

  • Understanding key moments

  • Listening to the Customer

  • Closing the loop on negative feedback

  • Engaging employees to drive Customer Centricity

  • Identifying operational initiatives for continuous improvement

  • Our achievements


Three take-away points;

  1. Simply collecting customer feedback is not sufficient, real-time action is required

  2. True results can only be achieved when the CX program is embedded into the operational processes and culture, “CX is an attitude not a department”

  3. Incremental changes from front-line operations adds up to the biggest strategic wins

Customer Satisfaction to Customer Advocacy – Taking it to the Next Level

Organisations measure the customer experience to be able to engage with their customers by collecting the customer voice to infuse into their businesses. Seeking out how customers feel about the products and services offered to them empowers customers to be able to have real input into delivering the products and services they need.

In this session you will hear from two Customer Experience professionals on the types of measures available, such as Customer Satisfaction and Customer Advocacy, and we will focus on how Customer Advocacy has delivered business and customer successes. Hear about the measures championed, why these were chosen, pick up tips and tricks that are being used in the market by businesses. They will help you understand why this measure can be used to improve your customer customers' experience and business growth.


  • Understand the differences of each measures (features and benefits)

  • Identify and utilise the drivers of customer experience that deliver the results for customers and the business -

  • Know what you are asking to be able to achieve the results you want

  • Looking beyond the number - don't just focus on the result - look for the verbatim from your customer

Winning Customers by Delivering a ‘Full-Service’ Shopping Experience

The entire company owns the customer journey, not the channel. The real winners are the retailers who can blend the digital and the physical into one seamless, omnichannel shopping experience. Today’s truly successful omnichannel retailers need to have a customer experience that is aligned end-to-end.

Our customers are demanding a ‘full-service’ shopping experience, where product, pricing, stock levels and customer’s information must be accessible across all channels instantly. Our first win was when we opened our stock levels to customers and gave then a full visibility of all stock across all channels by launching Click & Collect and store-to-Door.

We are constantly trying to immerse ourselves in what our customer need, to be prepared when new channels and opportunities arise.

“Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.” Steve Jobs


  • A unified customer experience across sales, marketing, and product

  • Changing your supply chain to change to match customer behaviour, adapt to be able to cater to different demands across different formats at different time

  • Integrating digital into the core of the business especially in-store

  • Becoming ‘customer - centric’ and structuring ourselves around the customer

  • Developing a sales attribution model across all channels, avoiding concerns of cannibalisation of digital on in-store sales


Three key take-away points;

  1. Learn how a leading retailer is drive forward a transformative culture

  2. Delivering on the omnichannel experience across multiple brands

  3. Driving the right strategy and instilling innovation

Master the Art of Building Customer Trust

Customer trust in institutions continues to decline, and few organisations have a plan in place. Leaders have approached the trust dilemma instinctively up to now but as customer trust reaches new depths, leaders must up their game to make deliberate and targeted attempts to win back customer trust. The attackers will be better positioned to make an impact.

Organisations can choose to flow with the trends and lay in wait for the next scandal which tarnishes their reputation, or they can act deliberately to break through industry norms, gain competitive edge and lift the max potential of their customer-facing initiatives.


  • Understanding the surprising mechanics of trust and diagnosing your trust problem

  • How to act deliberately to build customer trust faster

  • How to use psychology to futureproof your organisation’s reputation

  • Trust myths: Honesty, transparency and integrity

  • Where to start - before your competitors do


Three key take-away points:

  1. You are not victim to the declining trust trends – you can act deliberately to create breakthrough customer experiences.

  2. The mechanics of trust are not intuitive: there’s an art to applying honesty, transparency and integrity.

  3. How to translate company ethics into experiences

Customer Experience – Let’s Get Back to The Basics and What it Means for a Leading Hotel Group

In the new era of Customer Experience every day we hear the buzz terms – omni channel & digital and utilise technology to grow our customer advocacy. While focusing on the technology buzz though have we forgotten about the basics of customer experience? This presentation focuses on getting back to the basics, seeing technology as an enabler and creating personalised & memorable experiences in your organisation.


  • Customer Experience in 2017

  • Getting back to the basics

  • How do we use technology as an enabler

  • The emergence of experiences

  • Creating a customer movement


Three key take-away points

  1. Back to basics customer experience

  2. Technology as an enabler for a hotel operation

  3. Creating personalised & memorable experiences

Designing Customer Experience Strategies for Growth and Differentiation in the Marketplace

For the last 3 years Bupa has witnessed significance growth and took market share to be Australia’s largest private health insurance provider. However, with the ongoing pressures for consumers on the high cost of healthcare and insurance premium affordability challenges, Bupa continues to challenge its operating mode to keep its products and services affordable and relevant to customers.  Increasing competition in the marketplace continues to bring added pressure to Bupa’s growth and financial return. To remain competitive one of the key levers is to provide differentiated and exceptional customer experience, that increased acquisition, retention and loyalty.


  • How Bupa defines its customer strategy and future state experiences to meet the changing needs of customer preferences in the health insurance and healthcare industry

  • Overcoming industry wide obstacles to deliver an exceptional customer experience

  • Transforming the business from a transactional relationship to value added healthcare partnership with its customers

  • The pivotal role that culture is playing to execute the customer experience vision

  • Breaking the silo functional boundaries to deliver a seamless customer experience journey


Three key take-away points:

  1. Key points to consider when defining your customer strategy in an established environment and culture

  2. Using insights and the voice of the customer to drive future state experience design and strategies

  3. Articulating the ‘end in the beginning’ vision with senior stakeholders to gain buy in

Driving Customer Centricity Through Culture

Bridging the gap between strategy and execution is hard. This is even more so for customer-centric / customer experience strategies, which often face an uphill battle for support and commitment. There are many challenges to bridging that void and in making a robust customer-centric strategy into a successful reality.

People are at the heart of any culture change program and a proven and simple approach involves ‘inspiring and connecting’ first and then ‘educating and empowering’ all employees from senior leadership to front-line and including partners and solution providers. This session will cover this approach and how to measure success of the culture change.


  • Ensure that top down and bottom up leaders and employees were involved in defining and co-creating the change

  • Define the change story - what is at stake and why change, why now?

  • Spend time assessing the amount of change and impact - by function and level and develop a ‘change plan’

  • Develop customized change activities to engage different levels across the organization

  • Ensure there are sufficient support and tools to mobilize the change and track adoption


Three key take-away points:

  1. Defining ‘customer-centric culture’ and understanding the transformation involved

  2. Understand a change approach and how to apply it to customer-centric culture changes

  3. How to measure impact and progress of customer-centric change programs

What’s a CX Leader – Your Playbook for Evaluating CX Vendors!

In the past several years’ customer experience has gained mass appeal and recognition in business. That’s great for us CX practitioners. Alongside that growth has also been a corresponding surge of technology solutions that can help us practitioners meet our CX goals. Now the landscape is vast and the vendors in the CX space are very small and often times very young. The process of finding the right vendor can be a daunting and time consuming one. So what’s a CX leader to do?

This session will give you the tools you’ll need to understand your CX technology needs and how to evaluate and select the best vendor to meet those needs.


  • Understand your CX needs and organisational maturity

  • Document these needs in use cases or high-level business requirements

  • Research which technologies play in that CX area

  • Conduct vendor outreach and utilise a framework to evaluate vendors

  • Select vendor and implement


Three key take-away points:

  1. Shifting the mindset that technology is the holy grail

  2. A playbook for evaluating CX vendors - walk away with an approach to evaluate and implement the right technology partner for your customer experience priorities

  3. Stop seeing vendors as vendors and more as strategic partners

Customer Satisfaction to Customer Advocacy – Taking it to the Next Level

Organisations measure the customer experience to be able to engage with their customers by collecting the customer voice to infuse into their businesses. Seeking out how customers feel about the products and services offered to them empowers customers to be able to have real input into delivering the products and services they need.

In this session you will hear from two Customer Experience professionals on the types of measures available, such as Customer Satisfaction and Customer Advocacy, and we will focus on how Customer Advocacy has delivered business and customer successes. Hear about the measures championed, why these were chosen, pick up tips and tricks that are being used in the market by businesses. They will help you understand why this measure can be used to improve your customer customers' experience and business growth.


  • Understand the differences of each measures (features and benefits)

  • Identify and utilise the drivers of customer experience that deliver the results for customers and the business -

  • Know what you are asking to be able to achieve the results you want

  • Looking beyond the number - don't just focus on the result - look for the verbatim from your customer

Six Steps for Value-Driven Innovation with Your Data

The modern enterprise is a complex and fast moving environment with a lot of data, a lot of tools and a lot of business needs. Everyone knows there is value but often struggles to find it. We discuss a pragmatic approach for joining the dots between data, technology and business value. The approach is supplemented with a set of generalised graphical tools that business and technical audiences can take back to collaborate on innovation with data in their own organisations.


  1. Tools for discovery and understanding

  2. Tools for planning your roadmap

  3. Tools for conceptual (experiment) design

  4. Tools for rapid prototyping

  5. Pre-Conditions for pilot

  6. Pre-Conditions for production


Three key take-away points:

  1. Understanding the context is where value creation begins

  2. Reaching a prototype does not have to take a long time

  3. There is no point moving to production until your use case is well understood and proven (and that takes time!)

Building the Case for Digital Transformation

How do you transform a $2B national business into a customer-centric, digital focused organisation? It requires strong top-down support, a strong vision and resounding stakeholder engagement. The Chief Digital Officer at Australia's Retail Food Group will share how his team successfully built the business case for advanced marketing automation – one of its largest single digital investments – by ensuring they would make the most out of every single customer interaction and by demonstrating how these incremental changes would bring about a significant lift in revenue.

Welcome to the Age of Hyper-Personalisation

Businesses face many challenges today with ever increasing customer expectations and technologically savvy and empowered customers who demand companies have a 24x7 policy that delivers meaningful  brand interactions and experiences.

Did You Also Know?


  • 66% of consumers have switched companies because of poor customer service.

  • Companies who digitally transform can increase revenue by 10%

  • 89% of customers believe great CX is a key factor in brand loyalty.


Join this Interactive Discussion Group and discover:

  • Results of the recently released research conducted by Fifth Quadrant, ‘Digital Transformation as a CX Enabler’

  • How to deliver Smarter CX for both B2B and B2C

  • Begin the Journey to the Connected Customer

  • Drive greater business value by using data led analytics and Adaptive Intelligence to fast track great customer experiences.

The Road to Digital Transformation and Developing the End-to-End Customer Experience in the Digital Eco-System at Frucor

Frucor, a New Zealand beverages company, will provide insights on how they started their digital transformation journey, how they managed the process, invigorated teams to see the potential and become part of the process.

We will also touch on developing the end-to-end customer experience in the digital eco-system post the transformation.


  • Creating the movement

  • Demonstrating the potential power

  • Re-imagine your business with your digital strategy/vision

  • Ambitious yet feasible programme

  • The importance partnerships have played

  • Creating the Customer experience in the Digital Eco-system

  • Our successes and the journey ahead


Three key take-away points;

  1. Importance of strategic alignment for DX and how you could do it

  2. Developing a Digital Eco-system

  3. Understanding customer experience journey in your new eco-system