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Chief Customer Officer New Zealand

3 November, 2020
Hilton Auckland

PDF Agenda
Conference Day 1
November 2020
08:00

Registration, Coffee & Networking in the Exhibition Area

Come early, have a coffee with us and maximise your networking time!

Registration, Coffee & Networking in the Exhibition Area

April 28 | 08:00 - 08:30

Come early, have a coffee with us and maximise your networking time!

Register

Speaking:

08:35

Corinium Global Intelligence Welcome Address & Chairman’s Opening Remarks

 

Speaking:

Corinium Global Intelligence Welcome Address & Chairman’s Opening Remarks

March 20 | 08:35 - 08:40

 

Register

Speaking:

08:40

Audience Ice Breaker: What’s your Story?

Let’s start how we mean to go on, in discussion making valuable industry connections.

Audience Ice Breaker: What’s your Story?

April 17 | 08:40 - 08:45

Let’s start how we mean to go on, in discussion making valuable industry connections.

Register

Speaking:

08:45

2020 International Headliner: Fireside Chat: Using stories to create seamless and personalised experiences that drive brand loyalty

Speaker:

Lance Gruner, Executive Vice President - Global Customer Care, Mastercard (USA)

Speaking:

2020 International Headliner: Fireside Chat: Using stories to create seamless and personalised experiences that drive brand loyalty

March 20 | 08:45 - 09:10

Speaker:

Lance Gruner, Executive Vice President - Global Customer Care, Mastercard (USA)

Register

Speaking:

09:10

Keynote Case Study Lessons Learnt from driving Customer and Business Transformation Programs

It is well known that delivering and embedding a successful customer transformation is challenging at best.

This case study will look at a customer-centric transformation where real enterprise change has been made by the customer services function that has impacted other parts of the organisation.

Speaker:

Phillipa Cameron, Chief Customer Officer, Stuff NZ

Keynote Case Study Lessons Learnt from driving Customer and Business Transformation Programs

March 20 | 09:10 - 09:35

It is well known that delivering and embedding a successful customer transformation is challenging at best.

This case study will look at a customer-centric transformation where real enterprise change has been made by the customer services function that has impacted other parts of the organisation.

Speaker:

Phillipa Cameron, Chief Customer Officer, Stuff NZ

Register

Speaking:

09:35

Using technology innovation to drive personalisation and customer retention

  • Creating a new product quickly based on customer demand
  • Using data to surprise and delight new and existing customers
  • How do we make best use of our current technology?
  • Tips for using technology to strengthen relationships with existing customers
  • Moving beyond the transactional CX - How do we demonstrate we care about our customers?
  • Key take learnings from the recent work

Using technology innovation to drive personalisation and customer retention

March 20 | 09:35 - 10:00

  • Creating a new product quickly based on customer demand
  • Using data to surprise and delight new and existing customers
  • How do we make best use of our current technology?
  • Tips for using technology to strengthen relationships with existing customers
  • Moving beyond the transactional CX - How do we demonstrate we care about our customers?
  • Key take learnings from the recent work
Register

Speaking:

10:00

Keynote panel discussion: The acceleration of digital transformation in the post-COVID environment

  • What will the post-COVID business look like? Will there be a major swing to online?
  • To what extent will digital play a more important role in organisations?
  • What digital trends have been accelerated for organisations?
  • How do CX and digital leaders support organisations during a crisis?
  • What happens when you cannot use historical data to make decisions?
  • How have businesses had to change their approach around systems and frameworks?
  • What do organisations need to do now to set-up their CX programs for success post COVID? 
  • How has customer sentiment changed already?
  • What steps can we take to ensure we are better prepared should something similar happen again?
  • Future of work post-COVID-19
    • Will the workplace become truly flexible?
    • If organisations can be productive with a remote structure, will offices need to exist?
    • What has been the impact on our ability to service our businesses quickly?

Panellists:

Emma Powell, Chief Customer Officer, Accident Compensation Corporation

Jody Bews-Hair, Head of Customer Experience, Southern Cross Health Society

Liza McNally, Chief Marketing Officer, SKYCITY Entertainment Group Limited

Keynote panel discussion: The acceleration of digital transformation in the post-COVID environment

March 20 | 10:00 - 10:30

  • What will the post-COVID business look like? Will there be a major swing to online?
  • To what extent will digital play a more important role in organisations?
  • What digital trends have been accelerated for organisations?
  • How do CX and digital leaders support organisations during a crisis?
  • What happens when you cannot use historical data to make decisions?
  • How have businesses had to change their approach around systems and frameworks?
  • What do organisations need to do now to set-up their CX programs for success post COVID? 
  • How has customer sentiment changed already?
  • What steps can we take to ensure we are better prepared should something similar happen again?
  • Future of work post-COVID-19
    • Will the workplace become truly flexible?
    • If organisations can be productive with a remote structure, will offices need to exist?
    • What has been the impact on our ability to service our businesses quickly?

Panellists:

Emma Powell, Chief Customer Officer, Accident Compensation Corporation

Jody Bews-Hair, Head of Customer Experience, Southern Cross Health Society

Liza McNally, Chief Marketing Officer, SKYCITY Entertainment Group Limited

Register

Speaking:

10:30

Mid-Morning Coffee & Networking in the Exhibition Area

Get Refreshed! Mingle

Come to the ‘Meet the Speakers Lounge’ within the Exhibition Area

Mid-Morning Coffee & Networking in the Exhibition Area

March 20 | 10:30 - 11:00

Get Refreshed! Mingle

Come to the ‘Meet the Speakers Lounge’ within the Exhibition Area

Register

Speaking:

11:00

Case Study Successful Strategies in Customer Centred Transformation: The interaction of platform, insights and the human element in getting the right solutions to market

  • How personalisation played a role in increasing outcomes for the Accident Compensation Corporation
  • Examples of where we have used advanced analytics, customer feedback, public engagement and front line behaviours and capabilities to intervene at the right time, in the right way for our customers

Speaker:

Emma Powell, Chief Customer Officer, Accident Compensation Corporation

  •  

Speaking:

Case Study Successful Strategies in Customer Centred Transformation: The interaction of platform, insights and the human element in getting the right solutions to market

March 20 | 11:00 - 11:25

  • How personalisation played a role in increasing outcomes for the Accident Compensation Corporation
  • Examples of where we have used advanced analytics, customer feedback, public engagement and front line behaviours and capabilities to intervene at the right time, in the right way for our customers

Speaker:

Emma Powell, Chief Customer Officer, Accident Compensation Corporation

  •  
Register

Speaking:

11:25

CX is a mindset, not a business unit

  • How is the pace of change affecting the characteristics of leadership approaches and why is adopting a growth mind-set critical to survival in a dynamic marketplace?
  • How are we dealing with matching budgets to customer expectations?
  • How are we keeping our teams motivated?
  • Understanding the new operational metrics
  • How we are delivering better service for customers through digital

 

Speaker: Liza McNally, Chief Marketing Officer, SKYCITY Entertainment Group Limited

CX is a mindset, not a business unit

April 17 | 11:25 - 11:50

  • How is the pace of change affecting the characteristics of leadership approaches and why is adopting a growth mind-set critical to survival in a dynamic marketplace?
  • How are we dealing with matching budgets to customer expectations?
  • How are we keeping our teams motivated?
  • Understanding the new operational metrics
  • How we are delivering better service for customers through digital

 

Speaker: Liza McNally, Chief Marketing Officer, SKYCITY Entertainment Group Limited

Register

Speaking:

11:50

The future belongs to brave organisations: Why making the customer real matters

Speaker:

Brendan Jarvis, Managing Director, The Space Inbetween

The future belongs to brave organisations: Why making the customer real matters

April 17 | 11:50 - 12:15

Speaker:

Brendan Jarvis, Managing Director, The Space Inbetween

Register

Speaking:

12:15

Case Study Inspiring everyday customer-focused innovation

  • Why established companies need to think differently to drive innovation
  • How to establish and drive an innovation agenda
  • Building internal skills and capability

 

Speaker:

Sharron Botica, Chief Customer Officer, AIA

Case Study Inspiring everyday customer-focused innovation

April 17 | 12:15 - 12:40

  • Why established companies need to think differently to drive innovation
  • How to establish and drive an innovation agenda
  • Building internal skills and capability

 

Speaker:

Sharron Botica, Chief Customer Officer, AIA

Register

Speaking:

12:40

Keynote panel discussion: Capturing customers emotionally in a digital world

  • Balancing hyper personalisation and data, with real experience of customers
  • Revisiting self-service versus full service: Is a self-service experience the optimal CX solution for any
  • organisation?
  • What are the right channels to use?
  • Is email dead?
  • How to apply self-service to a large customer base, without losing the personal touch!

During this session, attendees will have the chance to ask any burning questions completely anonymously via our event app. The session will be moderated by our event Chair.

Panellists:

Natalie Burrows, General Manager, Customer Products & Ecommerce Services, Digital, Air New Zealand

Sharron Botica, Chief Customer Officer, AIA

Jessica Venning-Bryan, Chief Marketing Officer, Flux Federation

Keynote panel discussion: Capturing customers emotionally in a digital world

April 17 | 12:40 - 13:10

  • Balancing hyper personalisation and data, with real experience of customers
  • Revisiting self-service versus full service: Is a self-service experience the optimal CX solution for any
  • organisation?
  • What are the right channels to use?
  • Is email dead?
  • How to apply self-service to a large customer base, without losing the personal touch!

During this session, attendees will have the chance to ask any burning questions completely anonymously via our event app. The session will be moderated by our event Chair.

Panellists:

Natalie Burrows, General Manager, Customer Products & Ecommerce Services, Digital, Air New Zealand

Sharron Botica, Chief Customer Officer, AIA

Jessica Venning-Bryan, Chief Marketing Officer, Flux Federation

Register

Speaking:

1:10

Buffet Lunch & Networking in the Exhibition Area

Meet in our Discussion Corner with like-minded peers and talk about the following themes:

  • Demonstrating the value of CX to senior executives and investors
  • Improving employee experience
  • Positioning CX as a leader within the business

Buffet Lunch & Networking in the Exhibition Area

February 20 | 13:10 - 14:10

Meet in our Discussion Corner with like-minded peers and talk about the following themes:

  • Demonstrating the value of CX to senior executives and investors
  • Improving employee experience
  • Positioning CX as a leader within the business
Register

Speaking:

1:10

CCO ROUND TABLE VIP Lunch (invitation only)

CCO ROUND TABLE VIP Lunch (invitation only)

April 17 | 13:10 - 14:10

Register

Speaking:

Track A - Case Study

2:10

Case Study What customers want from brands in 2020

The OneRoof story: How we are pivoting to meet the changing needs of property buyers and sellers as well as real estate agents through the COVID Crisis.

Belinda Lush, General Manager - Digital Customer, NZME

Speaking:

Case Study What customers want from brands in 2020

March 20 | 14:10 - 14:35

The OneRoof story: How we are pivoting to meet the changing needs of property buyers and sellers as well as real estate agents through the COVID Crisis.

Belinda Lush, General Manager - Digital Customer, NZME

Register

Speaking:

Track B - Discussion Groups

2:10

Discussion Group: Positioning CX as a leader within the business- How do you demonstrate value in a time of uncertainty?

Customer really is broad - from marketing to product - and its origins in many companies are different. This panel will look at what it means in your business and how do you set up for success. Points to be covered include:

  • Moving up the value chain to ensure you CX team is achieving its full potential
  • Working on the most important business problems
  • How do you change the perception of the value you add; what structure supports you really championing the customer (for example, should Data sit in your team?
  • Where does customer experience sit - in product as a technical skill or with customer experience?
  • How do you change your influence to broaden across all activities and ensure they're all aligned for the benefit of the customer?

Moderators:

Terri Carajannis, Chief Digital Officer, Harrison Grierson

Jessica Venning-Bryan, Chief Marketing Officer, Flux Federation

Speaking:

Discussion Group: Positioning CX as a leader within the business- How do you demonstrate value in a time of uncertainty?

March 20 | 14:10 - 14:35

Customer really is broad - from marketing to product - and its origins in many companies are different. This panel will look at what it means in your business and how do you set up for success. Points to be covered include:

  • Moving up the value chain to ensure you CX team is achieving its full potential
  • Working on the most important business problems
  • How do you change the perception of the value you add; what structure supports you really championing the customer (for example, should Data sit in your team?
  • Where does customer experience sit - in product as a technical skill or with customer experience?
  • How do you change your influence to broaden across all activities and ensure they're all aligned for the benefit of the customer?

Moderators:

Terri Carajannis, Chief Digital Officer, Harrison Grierson

Jessica Venning-Bryan, Chief Marketing Officer, Flux Federation

Register

Speaking:

Track A - Case Study

2:35

Case Study Why you can’t deliver CX without EX

Engaged employees create engaged, loyal, more satisfied customers; as well as brand and company growth. Tonkin + Taylor have realised that a deliberate focus on managing the employee experience is not only crucial for attracting and retaining the best talent, but equally as important for creating competitive advantage through better customer experiences. Today’s dynamic workforce needs structure, methodology and process to cope with the modern-day employee’s wants and needs; and in order for CX to be successful, EX and CX need to be aligned in strategy and execution.

Find out how Tonkin & Taylor started with the internal customer and sold their vision not only to their customers, but also first to their team.

  • How we built a culture of customer-centricity
  • Winning over internal detractors
  • How we are incorporating EX into our CX strategy

Speakers:

Briana Millar, Customer Experience Manager, Tonkin + Taylor

Michael McGlynn, Head of Marketing and Communications, Tonkin + Taylor

Speaking:

Case Study Why you can’t deliver CX without EX

March 20 | 14:35 - 15:00

Engaged employees create engaged, loyal, more satisfied customers; as well as brand and company growth. Tonkin + Taylor have realised that a deliberate focus on managing the employee experience is not only crucial for attracting and retaining the best talent, but equally as important for creating competitive advantage through better customer experiences. Today’s dynamic workforce needs structure, methodology and process to cope with the modern-day employee’s wants and needs; and in order for CX to be successful, EX and CX need to be aligned in strategy and execution.

Find out how Tonkin & Taylor started with the internal customer and sold their vision not only to their customers, but also first to their team.

  • How we built a culture of customer-centricity
  • Winning over internal detractors
  • How we are incorporating EX into our CX strategy

Speakers:

Briana Millar, Customer Experience Manager, Tonkin + Taylor

Michael McGlynn, Head of Marketing and Communications, Tonkin + Taylor

Register

Speaking:

Track B - Discussion Groups

2:35

CFO PANEL: Demonstrating the value of CX to the executive team

Convincing your CFO and CEO to invest in CX activities can seem impossible. Here we speak to CFOs who are already sold on CX, and find out how you can attract more investment into your CX strategy. This session will outline what they need to see to get them across the line.

Speaking:

CFO PANEL: Demonstrating the value of CX to the executive team

March 20 | 14:35 - 15:00

Convincing your CFO and CEO to invest in CX activities can seem impossible. Here we speak to CFOs who are already sold on CX, and find out how you can attract more investment into your CX strategy. This session will outline what they need to see to get them across the line.

Register

Speaking:

Track A - Case Study

3:00

Case Study The Future of CX in an Era of Customer Obsession

  • Building the foundations of a customer centric culture
  • What it really means to listen and understand your customers
  • Starting from the customer and working backwards
  • Why good design just makes sense
  • The ways we try to get in the head of our customers - how we inspire them to make better decisions

Speaker:

Marcus Wild, Chief Marketing Officer, Fisher Funds

Speaking:

Case Study The Future of CX in an Era of Customer Obsession

March 20 | 15:00 - 15:25

  • Building the foundations of a customer centric culture
  • What it really means to listen and understand your customers
  • Starting from the customer and working backwards
  • Why good design just makes sense
  • The ways we try to get in the head of our customers - how we inspire them to make better decisions

Speaker:

Marcus Wild, Chief Marketing Officer, Fisher Funds

Register

Speaking:

Track B - Discussion Groups

3:00

Discussion Group Ask our CDO’s - Digital transformation - how to improve speed and quality to market and ensure digital engaged customers at every touch point

During this session, attendees will have the chance to ask any burning questions completely anonymously via our event app. The session will be moderated by our event Chair.

Moderator:

Belinda Lush, General Manager - Digital Customer, NZME

Discussion Group Ask our CDO’s - Digital transformation - how to improve speed and quality to market and ensure digital engaged customers at every touch point

March 20 | 15:00 - 15:25

During this session, attendees will have the chance to ask any burning questions completely anonymously via our event app. The session will be moderated by our event Chair.

Moderator:

Belinda Lush, General Manager - Digital Customer, NZME

Register

Speaking:

3:25

Afternoon Tea & Networking in the Exhibition Area

Get Refreshed! Mingle at the Meet the C-suite Round Tables

Afternoon Tea & Networking in the Exhibition Area

March 20 | 15:25 - 15:55

Get Refreshed! Mingle at the Meet the C-suite Round Tables

Register

Speaking:

3:55

Case Study How this business organised themselves to promote CX initiatives – what level of internal collaboration was required

Southern Cross is already a highly customer-driven organisation … so how did they create the case for more focus on customer and a CX approach to change and delivery?

Speaker:

Jody Bews-Hair, Head of Customer Experience, Southern Cross Health Society

Speaking:

Case Study How this business organised themselves to promote CX initiatives – what level of internal collaboration was required

March 21 | 15:55 - 16:20

Southern Cross is already a highly customer-driven organisation … so how did they create the case for more focus on customer and a CX approach to change and delivery?

Speaker:

Jody Bews-Hair, Head of Customer Experience, Southern Cross Health Society

Register

Speaking:

4:20

Case Study Leveraging Data and Human Centred Design to Improve Service Delivery

  • Through the utilisation of data and measurement insights, along with automation, to improve service delivery and design a more customer centric organisation
  • Understanding what is the relationship between data modelling and CX and how to leverage that relationship to enhance overall CX
  • Investigating how to design improved customer experience and organisational efficiency through automation
  • Utilising Data and AI to model superior internal and external processes

Speaker:

Carly Irving, Executive General Manager, Yurika (via Live Link)

Speaking:

Case Study Leveraging Data and Human Centred Design to Improve Service Delivery

March 21 | 16:20 - 16:45

  • Through the utilisation of data and measurement insights, along with automation, to improve service delivery and design a more customer centric organisation
  • Understanding what is the relationship between data modelling and CX and how to leverage that relationship to enhance overall CX
  • Investigating how to design improved customer experience and organisational efficiency through automation
  • Utilising Data and AI to model superior internal and external processes

Speaker:

Carly Irving, Executive General Manager, Yurika (via Live Link)

Register

Speaking:

4:45

Inspiring everyday customer-focused innovation in an established company

It is well known that delivering and embedding a successful customer transformation is challenging at best. This case study will take you on this company’s journey and key learnings to best equip your business to successful deliver game changing customer transformation program.

 

Speaker:

Chris Wong, Lending and CX Lead, NZHL

Speaking:

Inspiring everyday customer-focused innovation in an established company

March 21 | 16:45 - 17:10

It is well known that delivering and embedding a successful customer transformation is challenging at best. This case study will take you on this company’s journey and key learnings to best equip your business to successful deliver game changing customer transformation program.

 

Speaker:

Chris Wong, Lending and CX Lead, NZHL

Register

Speaking:

5:10

Champagne Roundtable Discussions

We will run these round tables twice (back-to-back) so you have a chance to attend two!
Table 1: How to choose the right technology to support your programmes
Table 2: NPS – how relevant are they for the future?
Table 3: Handling customer vulnerability
Table 4: Measuring and improving employee well being
Table 5: How to move to agile working in CX
Table 6: Achieving scalability in your CX activities
Table 7: Growing importance of Sustainability for your customers
Table 8: Knowing when to reimagine experience
Table 9: How to know when the customer isn’t right
Table 10: Tying business analytics to VOC

Speaking:

Champagne Roundtable Discussions

March 21 | 17:10 - 17:50

We will run these round tables twice (back-to-back) so you have a chance to attend two!
Table 1: How to choose the right technology to support your programmes
Table 2: NPS – how relevant are they for the future?
Table 3: Handling customer vulnerability
Table 4: Measuring and improving employee well being
Table 5: How to move to agile working in CX
Table 6: Achieving scalability in your CX activities
Table 7: Growing importance of Sustainability for your customers
Table 8: Knowing when to reimagine experience
Table 9: How to know when the customer isn’t right
Table 10: Tying business analytics to VOC

Register

Speaking:

5:50

Cheers with Peers at our Casino Night! Opportunity to continue the conversations in a fun and entertaining way at our CCO cocktail reception.

Cheers with Peers at our Casino Night! Opportunity to continue the conversations in a fun and entertaining way at our CCO cocktail reception.

March 20 | 17:50 - 19:00

Register

Speaking: