DAY 1 : Tuesday 1 May 2012

8:30 Conference Registration and Arrival Coffee

9:00 Opening Address by the Conference Chair

9:10 Keynote: Securing Market Share by Transitioning your Organisation to Customer Centricity

  • Bringing sales and customer service into one business unit to maximise customer service and create a consistent experience
  • Centralising key internal business support functions that do not directly serve customers, clarifying accountabilities and freeing-up customer-facing teams to provide outstanding customer service
  • Sharing successful CEM strategies that worked on how to reduce call volumes to the call centre

Gordon Ballantyne
Chief Customer Officer
TELSTRA

9:50 Case Study: Becoming the Service Provider of Choice by Creating a Successful Customer Experience Ecosystem

  • Design engaging, branded and emotional customer experiences to maximise the benefits of your strongest differentiator
  • Forming strong bonds with your customers
  • Viewing customer experience as an ecosystem of internal departments, external providers, technology and processes
  • Aligning your business and customer experience strategies to create the desired ecosystem

Dirk Hofmann
Former Director, Consumer Data and Interaction
NOKIA (FINLAND)

10.30 Taking Control of the CEM conversation - Why you can have your cake and eat it!

  • There is an increasing requirement to measure customer experience and at the same time decreasing budgets available
  • To truly take control of the conversation, organisations require cost effective, high quality centralised customer feedback and engaging reporting, FAST
  • It’s about leveraging technology to achieve total customer experience

Peter Harris
Managing Director
VISION CRITICAL

10:50 Morning Tea and Networking Break

11.20 Innovate, Learn, Deliver. Building a Repeatable Innovation Framework to Create Winning Customer-Centric Products and Services

  • Investing only in building what customers will actually use
  • Rapidly evolving and rolling out new product ideas
  • Creating more compelling customer experiences
  • Getting valuable customer feedback throughout the design and build process
  • Increasing speed-to-market amidst turbulent competitive landscape

Mark Neely
Head of Digital Strategy
THOUGHTWORKS

11:40 C-Level Panel Discussion: Moving from a Reactional to a Proactive Customer Service Approach to Differentiate your Organisation

  • Discussing why customer experience management is even more important in difficult economic times
  • Building a 360 degree customer experience to ensure the success of your business
  • Identifying best practice strategies on how to create a customer centric organisation
  • Mastering emerging channels and touch points such as social media

Dr. Shayne Silcox
Chief Executive Officer
CITY OF MELVILLE

Martin Ryan
Chief Communication Officer
QUEENSLAND RAIL

12:00 Keeping Up with the Evolution and Need of Customer Experience Management by Creating a Customer Centric Organisation

  • Outlining customer experience management developments around the globe to assess the future of CEM in Australia
  • Embracing emerging utilisation of channels and touch points to maintain your competitive advantage
  • Catering to expectations of customers by creating a customer centric organisation

Martin Ryan
Chief Communication Officer
QUEENSLAND RAIL

12:40 Capturing and sharing know how and optimising people, processes and technology streamlines Customer Experience which means one thing - ROI

  • How converging Internet with Mobile augments Customer Experience
  • How sharing know-how will build relationships, streamline processes and enhance efficiencies
  • Exceptional Customer Experience results in customer loyalty and sales conversions, and safeguards your brand

Dr Davin Yap
Founder and CEO
TRANSVERSAL

13:10 Lunch and Networking Break

STREAM A: Behavioural Analytics and Segmentation

Stream Chair: Paul Humphrey
General Manager - Sales & Customer Care, INSURANCELINE

STREAM B: Integrating Digital Channels

Stream Chair: Cyrus Allen
Head of Digital Customer Experience, ANZ DIGITAL

14:10 Developing Customer Service Frameworks to Drive Cultural Change

  • Segmenting customers in the right balance of demographic, behavioural and psychographic segments
  • Mastering the true challenge of targeting and segmenting new customers in a suitable way
  • Translating customer segmentation into all channels and touch points to send a consistent message

Dr. Shayne Silcox
Chief Executive Officer
CITY OF MELVILLE

14:10 Meet the Screens – Insight into Consumer Interaction Cross-Devices

  • Understanding consumer’s relationships with different devices – TV, PC, mobile and tablets
  • Evaluating how consumers are engaging with multiple screens to view content, communicate and make transactions
  • Optimising content for each screen and orchestrating a campaign to drive results

Alex Parsons
Managing Director – Audience Team
NINEMSN

14:50 Case Study: Gathering Customer Feedback at Every Opportunity to Continuously Improve Customer Experience

  • Making it easy for customers to give feedback via all channels
  • Using feedback to make changes and improvements quickly by actively soliciting good and bad feedback
  • Understand the reasoning behind the scores your customers give you, identify the problem and improve performance
  • Sharing customer feedback throughout the entire organisation to ensure improvements are made for all channels and touch points

Fiona Thurairatnam
Head of Customer Care
INSURANCELINE

14:50 Differentiating the Digital Customer Experience to Match Trends in Media and Technology Innovation

  • Creating effective digital experiences to keep up with innovation
  • Exploring the importance of defining a digital customer experience strategy that will help brands build unified and differentiated experiences across a range of digital interaction points
  • Choosing and implementing the right strategy to engage customers across all digital interaction points
  • Designing digital touch points to ensure your business decisions are effectively supported

Cyrus Allen
Head of Customer Experience
ANZ DIGITAL

15:30 Afternoon Tea and Networking Break

15:30 Afternoon Tea and Networking Break

16:00 Case Study: Listen, Measure and Act! Building An Operational

  • Developing a VoC action plan to coordinate interactions across channels and improve continuous measurement
  • Prioritising and developing action items to determine on-going value proposition
  • Evaluating what the most critical touchpoints are based on metrics data

Diane Shelton
RETAIL CONSULTANT

16:00 Roundtable Discussion: Embracing the Growing Impact of Social Media

  • Creating and implementing efficient response mechanisms to improve customer satisfaction and loyalty via social media
  • Monitoring and responding appropriately to conversations on Twitter, YouTube, RSS feeds, Facebook, and other social channels
  • Increasing customer loyalty and lifetime value by leveraging the collective wisdom of online communities

Facilitated by STREAM CHAIR

16:40 Bringing Valuable Insights Front and Centre with Innovative Feedback

  • Gathering, analysing, and reporting data throughout the organisation to get the holistic picture
  • Leveraging real-time VoC insights to tailor the customer experience, boost opportunities, and make more informed strategic decisions
  • Utilising internal employee insights to achieve significant lifts in employee engagement, satisfaction, and loyalty
  • Uncovering new revenue and growth opportunities

Tracy Carnelutti
Senior Executive, Customer Service
ROADS AND MARITIME SERVICES

16:40 Developing and Delivering an Online Customer Experience Strategy

  • Simplifying the online experience by leveraging research to determine consumer motivation and how they wish to interact
  • Identifying and eliminating touchpoints that negatively impact customer experience
  • Delivering consistency of message across all channels aligned with marketing strategies

Adam Hatfield
eCommerce and CRM Manager
NIB

17:25 Cocktail Reception

18:00 Workshop A: Measuring CEM and Ensuring ROI through Effective Customer Journey Mapping

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