| INTERNATIONAL HEADLINER |
Building Customer Trust: The Cornerstone of Lasting Customer Relationships
Alex Genov, Head of Customer Research & Insights, Zappos Family of Companies, USA
| KEYNOTE EXECUTIVE PANEL |
The Engagement Paradox: Navigating Privacy Boundaries in the Evolving CX Space
| PANEL DISCUSSION |
Personalisation at Scale! The next step towards predictive journey mapping and hyper-relevant experiences
| CASE STUDY |
MECCA's CX Makeover: Achieving Seamless Integration of Customer Insights through a New Voice of Customer Strategy
| CASE STUDY |
Next Gen Self-Service: All Roads Lead to Lion's Marketplace
| PANEL DISCUSSION |
Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks
Embedding customer centricity as a core component of your organisation’s culture
Ted Felton, Head of Customer Experience, Energy Safe Victoria
In this interactive workshop, Gianfranco Cuizziol will break down the key strategies to leveraging personalisation as a key component of your customer experience.
Key workshop topics include:
Delegates will gain tools and strategies to leverage technology, content personalisation strategies and predictive analytics to deliver hyper-personalised experiences and gain customer trust and loyalty.
| KEYNOTE PANEL |
Beyond the Numbers: New Ways of Measuring the Value of CX Strategies
| CASE STUDY |
Demonstrating Tangible Commercial Success: Hear how Bupa's Micro Moments analysis led to a CX Revolution
| CASE STUDY |
Cheers to Success: How Coles Liquor Crafts Long-Term Customer Connections
| PANEL DISCUSSION |
Customer-Up, CEO-Down: Connecting the dots to build robust business cases and design future-proof CX teams – that won’t get cut
| KEYNOTE |
Building trust in government services and departments through exceptional customer experiences
Greg Curcio, Director Customer and Performance, Knox City Council
| PANEL DISCUSSION |
Future-Proofing Your CX Teams: Preparing for the Skills, Roles, Culture and Workplace Dynamics of Tomorrow