9.00 Opening Remarks From Conference Chair

9.10 Creating A Customer Experience From The Ground Up

• Where to start - designing a new customer experience
• What about the numbers - the role of research and analytics in the customer journey
• How to manage uncertainty - the role of experimentation
• Aligning all elements of the customer experience
• What is success - defining the metrics and the measurement plan
• How to design the culture that supports the customer experience

Norman Azabagic
Manager of Product & Marketing – AMP Private Wealth Management
AMP SERVICES

9.50 Customer Retention In A Government Enterprise

• Exploring the importance of benchmarking across industries, both private and public
• Discovering what your customers really value
• Maintaining customer support when times get tough and resources are difficult to come by
• The value of customer retention programs in a Government enterprise
• Maintaining the relevance and appropriateness of retention strategies

Greg Brown
GM Customer and Information Services
WESTERN WATER

11.00 INTERACTIVE SESSION: PANEL DISCUSSION: Online Perspective: Expanding Experience For Customers Through Online Engagement

• The role of online in customer acquisition versus customer retention
• Factoring the level of customer trust you have achieved into the expected success of your online ventures
• Launching tailored activities through digital channels that target the individuals needs to maximise their positive experience
• Translating an improved online experience to a bigger bottom line

Panellists Include:

11.40 Sensis Case Study: Empowering The Front Line For A Superior Customer Experience

• Defining the strategy for improving customer experience
• Providing front line employees with increased ownership
• Delivering training to ensure optimal skill levels
• Gaining buy-in into the customer care strategy

Leanne Dowsett
Customer Experience Manager
SENSIS

12.20 Turning Multiple Channels Into Multi-Channel : A Practical Perspective

• Building seamless customer handoffs between channels
• Running channels as a shared service
• Maintaining customer memory across channels: a single-view of your customer
• Ensuring channels complement, not cannibalise
• Selecting the right channel based on customer access preferences

Govind Pillai
Senior Consultant
Vancore Strategy Consultants

1.50 Employing Multiple Communications Channels To Engage With Your Customer

• Opening avenues of customer experience that lead to engagement – which path to take
• Perfecting the recipe: combining various mediums to deliver the right experience that brings your customers back for more
• Building the right dynamic to pre-empt and rectify dissatisfaction as well as eliminate churn
• Breaking new ground: Employing social media in a newly emerging economy

Nicole Twyford
Group Manager Direct Sales & Service
MEDIBANK PRIVATE

2.30 Transforming A Satisfied Customer Into A Brand Advocate

• Understanding the value of various levels of customer engagement
• Promoting customer segments into higher levels of engagement through unique experiences
• Influencing the influencers: sustaining your brand and high standard reputation through brand advocates
• Becoming a differentiating factor: igniting your customer experience as a unique selling point

Matthew Margach
Executive General Manager – Loyalty & Corporate
NISSAN MOTOR COMPANY

3.40 Recognising Each Stage Of A Customer Buying Cycle And All Touch Points To Effectively Monitor And Measure Success

• Defining the most critical stages of customer experience to invest resources proportionately to priority
• Demonstrating value and impact through your monitoring processes
• Generating measureable KPIs for each stage and touch point to identify progress
• Recalibrating your outlook: boosting processes and strategies that work and examining those that don’t for effective resource allocation

Rod Farmer
Senior Manager – Experience Strategy
VODAFONE HUTCHISON AUSTRALIA

4.20 Customer Service – Is Service Hospitable?

Transformation of business operations and service standards from when I joined the property in 2005 and the business focus was purely financial results. Shift the business focus to the customer and exceptional service and improved financial results will follow.

• Business situation – financial focus
• Initiative that brought the customer to the centre of our business
• Teaching Gen-Y about service and hospitality
• Feedback is key to maintaining healthy relationships and customer loyalty

Peter Tudehope
Regional Manager Radisson Hotels & Resorts Australia/Pacific, General Manager Radisson Plaza Hotel Sydney
RADISSON PLAZA HOTEL SYDNEY

5.00 Start Of (Separately Bookable) Workshop A: Empowering Your Customer To Drive Successful Execution Of Your Customer Experience Strategies