<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=306561&amp;fmt=gif">

Chief Customer Officer New Zealand

July 31 - August 1, 2019

PDF Agenda New call-to-action
Conference Day 1
July 31 2019
08:00

Coffee and Registration

Coffee and Registration

July 31 | 08:00 - 09:00

Register

Speaking:

09:00

Opening Remarks

Opening Remarks

July 31 | 09:00 - 09:10

Register

Speaking:

09:10

International Keynote: Integrating People With Your Technology to Ensure a Seamless Service

  • Setting the strategy and ensuring you have the right balance of people and technology
  • Using staff for higher level strategic tasks following automation
  • Ensuring you have a 360 degree and proactive view of resourcing requirements

International Keynote: Integrating People With Your Technology to Ensure a Seamless Service

July 31 | 09:10 - 09:35

  • Setting the strategy and ensuring you have the right balance of people and technology
  • Using staff for higher level strategic tasks following automation
  • Ensuring you have a 360 degree and proactive view of resourcing requirements
Register

Speaking:

09:10

International Keynote: Integrating People With Your Technology to Ensure a Seamless Service

  • Setting the strategy and ensuring you have the right balance of people and technology
  • Using staff for higher level strategic tasks following automation
  • Ensuring you have a 360 degree and proactive view of resourcing requirements

International Keynote: Integrating People With Your Technology to Ensure a Seamless Service

July 31 | 09:10 - 09:35

  • Setting the strategy and ensuring you have the right balance of people and technology
  • Using staff for higher level strategic tasks following automation
  • Ensuring you have a 360 degree and proactive view of resourcing requirements
Register

Speaking:

09:35

Panel Discussion: A Look to 2025: Where are Leading Organisations Headed?

  • Developing a framework to understand and predict what technology and experience will be demanded by future customers
  • Developing your CX strategy and understanding what workforce demands will look like in 5 years’ time
  • The balance of people and technology: how to get it right and integrate the two

Speaking:

Pip Cameron

Phillipa Cameron

Chief Customer Officer, Stuff

Nikki Goodman

Nikki Goodman

General Manager Customer Experience, Air New Zealand

Phill Haynes photo 2

Phill Haynes

General Manager of Customer Experience & Network, GM Holden New Zealand

Panel Discussion: A Look to 2025: Where are Leading Organisations Headed?

July 31 | 09:35 - 10:00

  • Developing a framework to understand and predict what technology and experience will be demanded by future customers
  • Developing your CX strategy and understanding what workforce demands will look like in 5 years’ time
  • The balance of people and technology: how to get it right and integrate the two
Register

Speaking:

Pip Cameron

Phillipa Cameron

Stuff

Nikki Goodman

Nikki Goodman

Air New Zealand

Phill Haynes photo 2

Phill Haynes

GM Holden New Zealand

10:00

The new era of customer relationships

A customer's time with your brand or your products is a relationship. In this keynote, James Slattery discusses the future of customer experience and how to build customer trust, loyalty, and evangelism in this new era of customer relationships.

Speaking:

James Slattery

James Slattery

Leader, ANZ Southern Region, Zendesk

The new era of customer relationships

July 31 | 10:00 - 10:25

A customer's time with your brand or your products is a relationship. In this keynote, James Slattery discusses the future of customer experience and how to build customer trust, loyalty, and evangelism in this new era of customer relationships.

Register

Speaking:

James Slattery

James Slattery

Zendesk

10:25

CCO and Why There's Such a Need for it in a Business like Stuff

  • Taking a customer-centric approach and championing the customer in everything we do
  • Using data to have a single view of the customer
  • Interact with customers in multiple ways across various platforms – and getting it right at every touch point

Speaking:

Pip Cameron

Phillipa Cameron

Chief Customer Officer, Stuff

CCO and Why There's Such a Need for it in a Business like Stuff

July 31 | 10:25 - 10:50

  • Taking a customer-centric approach and championing the customer in everything we do
  • Using data to have a single view of the customer
  • Interact with customers in multiple ways across various platforms – and getting it right at every touch point
Register

Speaking:

Pip Cameron

Phillipa Cameron

Stuff

10:50

Speed Networking

Speed Networking

July 31 | 10:50 - 11:10

Register

Speaking:

11:10

Morning Tea

Morning Tea

July 31 | 11:10 - 11:40

Register

Speaking:

11:40

Transforming your contact with customers via multiple channels

  • Leveraging customer insights from front office, especially contact centre, and drawing them into the heart of organisation 
  • Deep Empathy and Co-designing with customers – what does this look like in practice 
  • EX and CX using quantitative data with customer segmentation 
  • Mastering omni-channel to ensure multiple channels engage and link with each other

Speaking:

Prashant Bakshi

Prashant Bahshi

Chief Customer Officer, NZQA

Transforming your contact with customers via multiple channels

July 31 | 11:40 - 12:05

  • Leveraging customer insights from front office, especially contact centre, and drawing them into the heart of organisation 
  • Deep Empathy and Co-designing with customers – what does this look like in practice 
  • EX and CX using quantitative data with customer segmentation 
  • Mastering omni-channel to ensure multiple channels engage and link with each other
Register

Speaking:

Prashant Bakshi

Prashant Bahshi

NZQA

12:05

The Monkey and The Strategic Art of Storytelling

John Carroll delivers an African animal fable experience to demonstrate how to blend storytelling techniques with customer intelligence to maximise the impact of your CX.

Speaking:

John Carroll Omnicare Allianc

John Carroll

CEO - Brand, Marketing & People, Omnicare Alliance Limited

The Monkey and The Strategic Art of Storytelling

July 31 | 12:05 - 12:30

John Carroll delivers an African animal fable experience to demonstrate how to blend storytelling techniques with customer intelligence to maximise the impact of your CX.

Register

Speaking:

John Carroll Omnicare Allianc

John Carroll

Omnicare Alliance Limited

12:30

Networking Lunch

Networking Lunch

July 31 | 12:30 - 13:30

Register

Speaking:

Track A: Discussion Groups: Technology

1:30

Developing a customer portal: Bringing together knowledge and technology to enhance the customer experience

  • Understanding and prioritising customer pain points
  • Aligning technology with your customer demands
  • Keeping the human feel in a digital environment
  • Weighing up the cost vs cost benefit

Speaking:

Megan Hurnard

Megan Hurnard

Director Customer Knowledge, NZ Trade and Enterprise

Developing a customer portal: Bringing together knowledge and technology to enhance the customer experience

July 31 | 13:30 - 13:55

  • Understanding and prioritising customer pain points
  • Aligning technology with your customer demands
  • Keeping the human feel in a digital environment
  • Weighing up the cost vs cost benefit
Register

Speaking:

Megan Hurnard

Megan Hurnard

NZ Trade and Enterprise

Track B: Discussion Groups: People and Culture

1:30

Treating Staff as Customers: The Myth of a Captive Audience

  • Understanding staff pain points and their daily ‘journeys’ to improve cohesion and efficiency
  • Assessing internal structures and processes to allow improvements for staff and customer
  • Ensuring staff understand why having a highy engaged customer is beneficial for all

Speaking:

Michelle Norman

Michelle Norman

Director Customer Experience, Ministry of Business Innovation and Employment

Treating Staff as Customers: The Myth of a Captive Audience

July 31 | 13:30 - 13:55

  • Understanding staff pain points and their daily ‘journeys’ to improve cohesion and efficiency
  • Assessing internal structures and processes to allow improvements for staff and customer
  • Ensuring staff understand why having a highy engaged customer is beneficial for all
Register

Speaking:

Michelle Norman

Michelle Norman

Ministry of Business Innovation and Employment

Track A: Discussion Groups: Technology

1:55

The ACC Customer Insights System

  • Monitoring the customer experience in real time
  • Recognising and responding to the early signs of service failings and customer dissatisfaction
  • Using data to understand the real customer journey
  • Developing compelling data stories to drive better decision making

Speaking:

Emma Powell

Emma Powell

Chief Customer Officer, Accident Compensation Corporation

The ACC Customer Insights System

July 31 | 13:55 - 14:20

  • Monitoring the customer experience in real time
  • Recognising and responding to the early signs of service failings and customer dissatisfaction
  • Using data to understand the real customer journey
  • Developing compelling data stories to drive better decision making
Register

Speaking:

Emma Powell

Emma Powell

Accident Compensation Corporation

Track B: Discussion Groups: People and Culture

1:55

Developing and Sustaining a Customer-Centric Culture

  • Ensuring the entire organisation understands and embodies customer-centricity
  • Holding staff to account and centring KPIs around customer-focused outcomes
  • Measuring the results and attributing them to the culture shift

Speaking:

Roe Baluyut

Roe Baluyut

Manager Of Customer Experience, nib New Zealand

Developing and Sustaining a Customer-Centric Culture

July 31 | 13:55 - 14:20

  • Ensuring the entire organisation understands and embodies customer-centricity
  • Holding staff to account and centring KPIs around customer-focused outcomes
  • Measuring the results and attributing them to the culture shift
Register

Speaking:

Roe Baluyut

Roe Baluyut

nib New Zealand

Track A: Discussion Groups: Technology

2:20

The Actual Return From Chatbots: Are They Worth The Investment?

  • Understanding where things go wrong and preparing
  • Maintaining your chatbot with active learning and continuously developing its capabilities to ensure a seamless CX
  • Capturing customer feedback and understanding if chatbots are meeting your customer’s needs

Speaking:

Tineke Bright

Tineke Bright

Head of Digital Engagement, IAG

The Actual Return From Chatbots: Are They Worth The Investment?

July 31 | 14:20 - 14:45

  • Understanding where things go wrong and preparing
  • Maintaining your chatbot with active learning and continuously developing its capabilities to ensure a seamless CX
  • Capturing customer feedback and understanding if chatbots are meeting your customer’s needs
Register

Speaking:

Tineke Bright

Tineke Bright

IAG

Track B: Discussion Groups: People and Culture

2:20

‘Innovation without adoption is meaningless’: Creating a Customer Centric mindset within your organisation

Westpac NZ has just completed one of the fastest agile transformations to bring business and technology teams closer together for better customer outcomes. They are the first bank to do this. Westpac NZ has also built and set up their marketing automation and personalisation capability to enable more customer centric, data driven decisions. Implementing a new technology is relatively easy – the people, process and culture is the harder part.

This session will examine:

  • Shifting mindset within the entire organisation to put customer centricity at forefront of transformation initiatives and everyday tasks
  • Creating a culture supportive of customer-centricity to ensure it takes hold and remains a strong focus for your organisation
  • Ensuring the right measures are in place and questions are asked to encourage this mindset shift

Speaking:

Tessa O'Rorke

Tessa O’Rorke

Customer Experience & Design, Business, Consumer and Foundation, Westpac NZ

‘Innovation without adoption is meaningless’: Creating a Customer Centric mindset within your organisation

July 31 | 14:20 - 14:45

Westpac NZ has just completed one of the fastest agile transformations to bring business and technology teams closer together for better customer outcomes. They are the first bank to do this. Westpac NZ has also built and set up their marketing automation and personalisation capability to enable more customer centric, data driven decisions. Implementing a new technology is relatively easy – the people, process and culture is the harder part.

This session will examine:

  • Shifting mindset within the entire organisation to put customer centricity at forefront of transformation initiatives and everyday tasks
  • Creating a culture supportive of customer-centricity to ensure it takes hold and remains a strong focus for your organisation
  • Ensuring the right measures are in place and questions are asked to encourage this mindset shift
Register

Speaking:

Tessa O'Rorke

Tessa O’Rorke

Westpac NZ

Track A: Discussion Groups: Technology

2:45

Placing the Customer at the Centre of Your Universe: a CX Strategy Roadmap from Concept to Delivery

  • Strategically building your CX Business Case: stakeholder engagement, ROI and change communications
  • Understanding your customer – their wider context, key drivers and the emotional touchpoints which are critical for success
  • Redefining your Customer Journey Map

Speaking:

Briana Millar

Briana Millar

Customer Experience Manager, Tonkin + Taylor

Michael McGlynn

Michael McGlynn

Head of Marketing and Communications, Tonkin + Taylor

Placing the Customer at the Centre of Your Universe: a CX Strategy Roadmap from Concept to Delivery

July 31 | 14:45 - 15:10

  • Strategically building your CX Business Case: stakeholder engagement, ROI and change communications
  • Understanding your customer – their wider context, key drivers and the emotional touchpoints which are critical for success
  • Redefining your Customer Journey Map
Register

Speaking:

Briana Millar

Briana Millar

Tonkin + Taylor

Michael McGlynn

Michael McGlynn

Tonkin + Taylor

Track B: Discussion Groups: People and Culture

2:45

Panel Discussion: Thinking Differently: Building Relationships Rather Than ‘Processing’ Customers

  • Changing the mindset within the front office from transactions to developing relationships with customers
  • Equipping staff with the capabilities, tools and time for relationship building
  • Programming your digital channels with the end goal of CX in mind

Speaking:

Bridgette Dalzell-1

Bridgette Dalzell

Head of Customer Service & Support, Australia & New Zealand, Latitude Financial Services

Silhouette-3-2

Michael Evans

Head of Branch Experience, ASB

Erin O'Hara

Erin O'Hara

Leader Of Customer Experience & Retention, Tower Insurance

Panel Discussion: Thinking Differently: Building Relationships Rather Than ‘Processing’ Customers

July 31 | 14:45 - 15:10

  • Changing the mindset within the front office from transactions to developing relationships with customers
  • Equipping staff with the capabilities, tools and time for relationship building
  • Programming your digital channels with the end goal of CX in mind
Register

Speaking:

Bridgette Dalzell-1

Bridgette Dalzell

Latitude Financial Services

Silhouette-3-2

Michael Evans

ASB

Erin O'Hara

Erin O'Hara

Tower Insurance

3:10

Afternoon Tea

Afternoon Tea

July 31 | 15:10 - 15:40

Register

Speaking:

3:40

Executing Your Customer Initiatives: Ensuring Your Operations and Customer Functions are Aligned and On the Same Page

  • Ensuring your improvements make sense from an operational perspective and fit within your capabilities
  • Getting your operations team onboard to ensure your changes are executed and embedded
  • Improving the communication and cohesion between customer transformation teams and operations teams

Speaking:

Skye Nicholls photo

Skye Nicholls

General Manager of Customer Experience, Canon New Zealand Limited

Executing Your Customer Initiatives: Ensuring Your Operations and Customer Functions are Aligned and On the Same Page

July 31 | 15:40 - 16:05

  • Ensuring your improvements make sense from an operational perspective and fit within your capabilities
  • Getting your operations team onboard to ensure your changes are executed and embedded
  • Improving the communication and cohesion between customer transformation teams and operations teams
Register

Speaking:

Skye Nicholls photo

Skye Nicholls

Canon New Zealand Limited

4:05

Hearing the Voice of the Customer to Improve Loyalty and Satisfaction

  • The most effective method to understand your customer and cut through the noise
  • Utilising the insight and data to ensure the most appropriate and beneficial improvements are made
  • Making your customers feel heard on a daily basis

Speaking:

Jeremy Duffin

Jeremy Duffin

Customer Experience Manager, The Farmers Trading Company Limited

Hearing the Voice of the Customer to Improve Loyalty and Satisfaction

July 31 | 16:05 - 16:30

  • The most effective method to understand your customer and cut through the noise
  • Utilising the insight and data to ensure the most appropriate and beneficial improvements are made
  • Making your customers feel heard on a daily basis
Register

Speaking:

Jeremy Duffin

Jeremy Duffin

The Farmers Trading Company Limited

4:30

CX - You Really are Sales not Customer Service: A Thought Provoking Day-ender

  • Our part in getting a reticent c-suite and Board to buy into CX, how CX gets sold and what it takes to get the late-adopters off the fence.
  • Building in the opportunity to re-sell into the CX customer journey processes, to allow you to turn mountains into molehills when it goes wrong and create new advocates.

Speaking:

Phill Haynes photo 2

Phill Haynes

General Manager of Customer Experience & Network, GM Holden New Zealand

CX - You Really are Sales not Customer Service: A Thought Provoking Day-ender

July 31 | 16:30 - 16:55

  • Our part in getting a reticent c-suite and Board to buy into CX, how CX gets sold and what it takes to get the late-adopters off the fence.
  • Building in the opportunity to re-sell into the CX customer journey processes, to allow you to turn mountains into molehills when it goes wrong and create new advocates.
Register

Speaking:

Phill Haynes photo 2

Phill Haynes

GM Holden New Zealand

4:55

Panel Discussion: Leveraging data and gaining a single view of the customer

  • Ensuring you have the most relevant and quality data to deliver on your objectives
  • Gaining a personalised view of each customer and adapting your communication accordingly
  • Embedding data within all functions and aspects of your business
  • Linking front office and back office data to ensure your whole organisation is on the same page

Speaking:

Katie Dowle Headshot 01

Katie Dowle

Chief Insights Officer, StarNow.com

Jo Bailey

Jo Bailey

Customer Relationship Marketing Manager, Fund My Lifestyle Tribe, Westpac NZ

Tessa O'Rorke

Tessa O’Rorke

Customer Experience & Design, Business, Consumer and Foundation, Westpac NZ

Panel Discussion: Leveraging data and gaining a single view of the customer

July 31 | 16:55 - 17:25

  • Ensuring you have the most relevant and quality data to deliver on your objectives
  • Gaining a personalised view of each customer and adapting your communication accordingly
  • Embedding data within all functions and aspects of your business
  • Linking front office and back office data to ensure your whole organisation is on the same page
Register

Speaking:

Jo Bailey

Jo Bailey

Westpac NZ

Tessa O'Rorke

Tessa O’Rorke

Westpac NZ

Katie Dowle Headshot 01

Katie Dowle

StarNow.com

5:25

Closing remarks

Closing remarks

July 31 | 17:25 - 17:30

Register

Speaking:

5:30

Networking Drinks

Networking Drinks

July 31 | 17:30 - 18:30

Register

Speaking:

Conference Day 2
August 1 2019
08:00

Coffee and Registration

Coffee and Registration

August 1 | 08:00 - 08:30

Register

Speaking:

08:30

Opening Remarks

Opening Remarks

August 1 | 08:30 - 08:35

Register

Speaking:

08:35

Prioritisation of Projects: Understanding Which Will Deliver the Most ROI and Positive Outcomes

  • Measuring the ROI in terms of improvement to customer satisfaction and the associated financial impact
  • Laying our your short-term and long-term priorities
  • Aligning projects with strategy and data to measure which should be the priorities

Speaking:

Sharron Bottica 2

Sharron-Moana Botica

Chief Customer Officer, AIA & Sovereign (NZ)

Prioritisation of Projects: Understanding Which Will Deliver the Most ROI and Positive Outcomes

August 1 | 08:35 - 09:00

  • Measuring the ROI in terms of improvement to customer satisfaction and the associated financial impact
  • Laying our your short-term and long-term priorities
  • Aligning projects with strategy and data to measure which should be the priorities
Register

Speaking:

Sharron Bottica 2

Sharron-Moana Botica

AIA & Sovereign (NZ)

09:00

Redesigning the Customer Journey from the Outside In: Co-Designing With Customers

  • Using design thinking to deliver on customer expectations
  • Shifting the mindset: Going from a monopoly to customer-centricity becoming a priority
  • Being very clear on what a customer thinking culture means and embedding a framework

Speaking:

Amanda Singleton

Amanda Singleton

Chief Customer Officer, Watercare

Redesigning the Customer Journey from the Outside In: Co-Designing With Customers

August 1 | 09:00 - 09:25

  • Using design thinking to deliver on customer expectations
  • Shifting the mindset: Going from a monopoly to customer-centricity becoming a priority
  • Being very clear on what a customer thinking culture means and embedding a framework
Register

Speaking:

Amanda Singleton

Amanda Singleton

Watercare

09:25

Building out and integrating design thinking capability across the organisation

  • Moving to journey operating models and understanding the flow and rhythm of different roles
  • Mastering the delivery approach: merging CX and transformation teams from discovery phase to service design
  • Ensuring solid communication and understanding from an execution perspective
  • Setting up a governance council/framework to ensure voice of customer and insights are brought into action and feed into CX initiatives

Speaking:

Susanne Stevenson

Susanne Stevenson

CX Strategy Manager, IAG

Building out and integrating design thinking capability across the organisation

August 1 | 09:25 - 10:00

  • Moving to journey operating models and understanding the flow and rhythm of different roles
  • Mastering the delivery approach: merging CX and transformation teams from discovery phase to service design
  • Ensuring solid communication and understanding from an execution perspective
  • Setting up a governance council/framework to ensure voice of customer and insights are brought into action and feed into CX initiatives
Register

Speaking:

Susanne Stevenson

Susanne Stevenson

IAG

10:00

Panel Discussion: Internal Collaboration - Ensuring all Systems and Functions Gel Well

  • Reducing siloes to improve communication across all customer and operations departments
  • Linking the back office with the front office to better manage customer profiles and information
  • Ensuring your process is solid glue for all channels of communication with customers and staff

Speaking:

Catherine Bateman-1

Catherine Bateman

Executive Manager CX, Suncorp NZ

Prashant Bakshi

Prashant Bahshi

Chief Customer Officer, NZQA

Dave Smith.jpg

Dave Smith

Head of Customer Success, Vista Entertainment Solutions

Panel Discussion: Internal Collaboration - Ensuring all Systems and Functions Gel Well

August 1 | 10:00 - 10:25

  • Reducing siloes to improve communication across all customer and operations departments
  • Linking the back office with the front office to better manage customer profiles and information
  • Ensuring your process is solid glue for all channels of communication with customers and staff
Register

Speaking:

Prashant Bakshi

Prashant Bahshi

NZQA

Catherine Bateman-1

Catherine Bateman

Suncorp NZ

Dave Smith.jpg

Dave Smith

Vista Entertainment Solutions

10:25

Morning Tea

Morning Tea

August 1 | 10:25 - 10:55

Register

Speaking:

10:55

Co-Designing With Your Customer to Maximise ROI

  • Understanding your clients better and condensing the information into a tangible service offering 
  • Ensuring customer feedback is utilised and embedded in future improvements 
  • Co-designing effectively with staff and clients
  • Early findings on using a closed-loop feedback system to improve client trust

Speaking:

Jayne Russell

Jayne Russell

Group General Manager, Client Experience and Service Design, Ministry of Social Development

Co-Designing With Your Customer to Maximise ROI

August 1 | 10:55 - 11:20

  • Understanding your clients better and condensing the information into a tangible service offering 
  • Ensuring customer feedback is utilised and embedded in future improvements 
  • Co-designing effectively with staff and clients
  • Early findings on using a closed-loop feedback system to improve client trust
Register

Speaking:

Jayne Russell

Jayne Russell

Ministry of Social Development

11:20

Rotating Roundtables

Table 1: Service Design

Table 2: Improving Customer Loyalty

Table 3: Live Chat vs Chatbots

Table 4: Voice of Customer

Table 5: Customer Data &amp; Analytics

Table 6: Omni-Channel

Table 7: Employee Experience

Rotating Roundtables

August 1 | 11:20 - 12:20

Table 1: Service Design

Table 2: Improving Customer Loyalty

Table 3: Live Chat vs Chatbots

Table 4: Voice of Customer

Table 5: Customer Data &amp; Analytics

Table 6: Omni-Channel

Table 7: Employee Experience

Register

Speaking:

12:20

Mastering user and customer journeys in the digital space

  • Understanding key factors that drive your customer's behaviour
  • Understanding the key elements that influence those factors
  • Understanding where the most valuable opportunities are and prioritising these 
  • Embedding the framework that ensures priorities are met
  • Putting a customer lens over projects to understand how much value they will have for CX

Speaking:

Caroline Izzard

Caroline Izzard

Head of Data and Analytics, TVNZ

Mastering user and customer journeys in the digital space

August 1 | 12:20 - 12:45

  • Understanding key factors that drive your customer's behaviour
  • Understanding the key elements that influence those factors
  • Understanding where the most valuable opportunities are and prioritising these 
  • Embedding the framework that ensures priorities are met
  • Putting a customer lens over projects to understand how much value they will have for CX
Register

Speaking:

Caroline Izzard

Caroline Izzard

TVNZ

12:45

Networking Lunch

Join us in our ‘Meet the speakers lounge’ to ask questions and network (located in the exhibition)

Networking Lunch

August 1 | 12:45 - 13:45

Join us in our ‘Meet the speakers lounge’ to ask questions and network (located in the exhibition)

Register

Speaking:

1:45

Developing CX capability and taking an enterprise view – getting the balance right

• Solving the right problems and embedding sustainable CX

• Building CX capability from the inside

• Maintaining an enterprise view of the overall customer experience & avoiding the pitfalls of experience silos

• The key elements of digital-first CX: data, content and business logic

Speaking:

Jody Bews-Hair_Southern Cross

Jody Bews-Hair

Head of Customer Experience, Southern Cross Health Society

Developing CX capability and taking an enterprise view – getting the balance right

August 1 | 13:45 - 14:10

• Solving the right problems and embedding sustainable CX

• Building CX capability from the inside

• Maintaining an enterprise view of the overall customer experience & avoiding the pitfalls of experience silos

• The key elements of digital-first CX: data, content and business logic

Register

Speaking:

Jody Bews-Hair_Southern Cross

Jody Bews-Hair

Southern Cross Health Society

2:35

Panel Discussion: Translating your CX initiatives into Increased Revenue

  • Leveraging existing and forecasted data to develop a compelling business case for improved CX
  • Ensuring you are measuring the most impactful data
  • Aligning your CX initiatives with the company’s long-term strategy and vision and proving how they will help achieve this

Speaking:

Claire Sutton

Claire Sutton

Executive Manager - Customer Insights & Culture, Suncorp

Elke Van der Meijden

Elke Van der Meijden

Head of Customer Strategy and Insights, Mercury

Panel Discussion: Translating your CX initiatives into Increased Revenue

August 1 | 14:35 - 15:00

  • Leveraging existing and forecasted data to develop a compelling business case for improved CX
  • Ensuring you are measuring the most impactful data
  • Aligning your CX initiatives with the company’s long-term strategy and vision and proving how they will help achieve this
Register

Speaking:

Claire Sutton

Claire Sutton

Suncorp

Elke Van der Meijden

Elke Van der Meijden

Mercury

3:00

Afternoon Tea

Afternoon Tea

August 1 | 15:00 - 15:30

Register

Speaking:

3:30

Setting up a customer lab to enable the design and delivery component to CX

  • Involving multiple teams in the design and delivery phase to bring together knowledge and ensure that your initiatives are practical and able to be executed
  • Engaging with all parts of the business to ensure CX is correctly owned by everyone
  • Creating a culture supportive of customer-centricity to ensure it takes hold and remains a strong focus for your organisation
  • Reducing siloes to improve communication across all customer and operations departments

Speaking:

Elaina Hamilton

Elaina Hamilton

Customer Experience Design Lead, Meridian Energy

Setting up a customer lab to enable the design and delivery component to CX

August 1 | 15:30 - 15:55

  • Involving multiple teams in the design and delivery phase to bring together knowledge and ensure that your initiatives are practical and able to be executed
  • Engaging with all parts of the business to ensure CX is correctly owned by everyone
  • Creating a culture supportive of customer-centricity to ensure it takes hold and remains a strong focus for your organisation
  • Reducing siloes to improve communication across all customer and operations departments
Register

Speaking:

Elaina Hamilton

Elaina Hamilton

Meridian Energy

3:55

Case Study: Laying a Customer Focused Lens Over Trans-formation Initiatives

  • Assessing transformation initiatives for the impact they will have on customer experience and retention
  • Creating a framework to measure which initiatives will have the most benefit and ROI from a customer perspective
  • Understanding what initiatives are priorities based on what the customer actually wants

Speaking:

Meghan White

Meghan White

GM of CX|UX Experience and Design, Spark NZ

Case Study: Laying a Customer Focused Lens Over Trans-formation Initiatives

July 31 | 15:55 - 16:20

  • Assessing transformation initiatives for the impact they will have on customer experience and retention
  • Creating a framework to measure which initiatives will have the most benefit and ROI from a customer perspective
  • Understanding what initiatives are priorities based on what the customer actually wants
Register

Speaking:

Meghan White

Meghan White

Spark NZ

4:20

Closing Remarks

Closing Remarks

August 1 | 16:20 - 16:30

Register

Speaking:

4:30

Conference Close

Conference Close

August 1 | 16:30 - 16:30

Register

Speaking: