DAY 2 : Wednesday 2 May 2012

8:30 Conference Re-Registration and Arrival Coffee

9:00 Opening Address by the Conference Chair

9:10Keynote: Delivering a Unique Branded Customer Experience Globally

  • Placing the brand at the centre of Customer Experience Management
  • Aligning the brand experience with the brand promise across multiple touch points globally
  • The "Voice of the customer" and the "Voice of the employee" pivotal to effective CEM

Craig Lee
Senior Manager Performance Development (Customer Experience)
EMIRATES (UAE)

9:50 Case Study: Transforming Customer Experience to Ensure Long Term Customer Loyalty

  • Customer Experience – fact and fiction – the relationship between delivering hard benefits to customers in a soft way
  • Outlining the impact change can have on customer experience and expectation
  • Embedding customer experience within a company by making it the product of your people
  • Rewarding customers and delivering unique proof points that ensure long term loyalty

Paulo Fores
Director of Customer Experience and Transformation
OPTUS

10:30 Morning Tea and Networking Break

11:00 Case Study: Leading an Enterprise-Wide Transformation to a Customer Centric Organisation

  • Mastering the challenge of successful CEM in a geographically dispersed and dynamic business by aligning strategy, leadership, behaviours and practice throughout the organisation
  • Aligning customer engagement with technology to deliver an improved customer experience and empowered in the electricity industry
  • Building organisational capability to put the customer at the centre of decision making

Roslyn Baker
Executive General Manager – Customer Service
ERGON ENERGY

11:40 Case Study: Moving towards a Customer Centric Organisation by Creating Uniformity across All Channels

  • Establishing your organisation around its purpose to become a customer-driven full-service provider
  • Achieving alignment across the business and all channels to enable a move towards customer centricity
  • Creating comprehensive metrics for multichannel customer experience measurements

Anthony Waldron
General Manager, Customer Development
NAB

Louise Long
Head of Customer Experience Personal Banking
NAB

12:20 Lunch and Networking Break

STREAM A: Mastering B2B and eCommerce Experiences

Stream Chair: Mitchell Mackey
Head of Marketing, Industrial Healthcare, Asia Pacific, ANSELL HEALTHCARE

STREAM B: Measuring Customer Experience

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

13:20 Case Study: Creating Superior B2B Customer Relationships via the Customisation of Experiences According to Needs

  • Creating engaging and emotional customer experiences to minimise buying decisions made based on price and not value
  • Forging profitable relationships with your B2B clients to ensure they turn into successful long-term partnerships
  • Closely monitoring metrics such as customer loyalty, revenue and profitability to proactively influence relationships
  • Extending value to the entire customer and business lifecycle from pre-sales engagement, to the sales process and post-sales interaction to achieve excellent customer satisfaction levels and high advocacy rates

Mitchell Mackey
Head of Marketing, Industrial Healthcare, Asia Pacific
ANSELL Limited

13:20 Case Study: Moving the Glacier – Creating Passionate Customer Advocacy in Big Business

  • How do you move the rudder in a business not renowned for placing customers in the
    centre of its thinking?
  • What can you do to overcome brand damage
    when major incidents occur and, through doing things differently, foster pride within the business
  • How can you use complaint data to inoculate a business against service failure and promote exceptional customer experience?
  • How does problem-solving enter the DNA of a big business?

Dr Brendan French
General Manager, CBA Group Customer Relations
COMMONWEALTH BANK GROUP

14:00 Award Winning Customer Service: Access - Knowledge - Attitude

  • Factoring in supply chain factors, pricing factors and discount management to meet or exceed expected service
  • Mastering the multi-layered, multi-stakeholder customer experience by working with all decision making units and key influencers of customers
  • The growing role of customer experience in corporations by using social tools to engage B2B customers

Steven Brett
Client Services Manager
ROCKEND

14:00 Roundtable Discussion: Building a Solid Business Case Based on Customer Engagement Metrics

  • Centralising customer feedback to review and distribute results throughout the entire organisation to see the bigger picture
  • Allowing management to assign different access levels to each employee, thereby refining feedback distribution
  • Ensuring all collected feedback gets analysed properly
  • Developing short questionnaires that efficiently determine customer engagement that won’t irritate respondents

Facilitated by STREAM CHAIR

14:40 Afternoon Tea and Networking Break

14:40 Afternoon Tea and Networking Break

15:10 Case Study: Using Customer Experience Management to Achieve Business Transformation

  • Developing and orchestrating an editorial plan to reach your B2B audience successfully
  • Mastering the B2B customer experience across channels and touchpoints to become the service provider of choice
  • Embracing the power of word of mouth as the most effective purchase influencing tool

Tim Ripper
Group General Manager Network Business
QUEENSLAND RAIL

15:10 Executing Effective Analysis of Customer Satisfaction Metrics to Use the Results in the Most Effective Way

  • Understanding how to translate customer engagement data into important business outcomes such as customer retention
  • Performing statistical tests to reveal relationships or differences in customer ratings
  • Looking for gaps in performance versus expectations in our search for major opportunities for improvement
  • Identifying the key drivers of satisfaction

Samantha Bartlett
Head of Brand & Customer Experience
AUSTRALIA POST

15:50 Enhancing B2B Relationships with Effective Online Channel Integration in a Multichannel Medium Business

  • Outlining the need for an enterprise-class ecommerce system to maximise B2B relationships
  • Enabling the management of all channels, business models, markets, and workflows from a single platform
  • Providing self-service and order management to enable customers to view and manage their information in real time

Joshua Cameron
Customer Experience Manager
SIGNET

15:50 Roundtable Discussion: Turning Data Into Action: How To Deliver World-Class Actionable Insight Across Your Business

  • Assessing low cost, high value methods for collecting and measuring data across multiple contact channels
  • Examining top tips for incentivising teams on the front line and within a business to use customer insight to their own advantage
  • Successfully engage employees and secure top down buy in to deliver change across the business
  • How to use social media channels as part of your insight to build a better relationship with your customer that is appropriate to your brand

Facilitated by STREAM CHAIR

16:30 Closing Remarks from Stream Chair

16:30 Closing Remarks from Stream Chair

17:00 Workshop B: Measuring and Maximising Staff Engagement to Achieve Higher Customer Satisfaction Rates

17:00 Workshop B: Measuring and Maximising Staff Engagement to Achieve Higher Customer Satisfaction Rates

[ Register Now ]