4 May 2023 | Melbourne Convention & Exhibition Centre

From Engagement to Rewards to Loyalty: Building Meaningful Partnership with Your Customers Through Holistic Engagement Strategies




Thursday 4 May 2023

10:15am - 10:30am   

Opening Remarks by Customer Engagement & Loyalty Chair

10:30am – 11:00am

Keynote

Employing Social-Led Transformation in Your Business: Driving Profit through Purpose

Carolyn Butler-Madden, Chief Purpose Activist for The Cause Effect, will present the ways business professionals can empower their organisations to become more purpose-driven from the inside-out. Learn how to drive a sustainable, socially responsible culture within your organisation – and how this, in the long term, will drive customer loyalty and profit.

  • Creating a business strategy that reflects your customer values through purpose-led transformation
  • How to ensure your social responsibility initiatives are embedded from the ground up so it lasts after you leave
  • Avoiding the perils of impact-washing: How to ensure your customers see your social initiatives as more than just a marketing tactic


Carolyn Butler-Madden, Chief Purpose Activist, The Cause Effect


11:00am – 11:30am                  

Keynote

Getting Our Customers to Reach Out for The Right Reasons: How Oz Hair and Beauty Used Email Tags to Understand Their Customer Challenges Better

Guy Nappa, Chief Operating Officer for Oz Hair and Beauty, will talk about his team’s journey in creating a hair and beauty brand focused on providing products and advice to customers. By using their customer service and contact centre channel as a mean of providing hair advice to customers, learn how they’re driving loyalty, retention and a consistent NPS of over 90.

  • Using email tags to understand and address customer challenges
  • Ensuring every department across the business are improving performance and aligned to customer needs
  • Removing call scripts: Empowering your people to make the decisions and advise customers



11:30am – 12:00pm

Networking Break

12:00pm – 12:30pm                                                             

Keynote

Using Social Media to Retain Customers: How to Take Your Customers Through the Funnel via Social

Briana Graydon, Social Media Specialist, Pink Cow Social

12:30pm – 1:00pm

Designing the Connect and Engage Playbook: Using Behavioural Science to connect with members in a more meaningful way

Sophie Imbert, Head of Customer Experience & Transformation, Russell Investments

1:00pm – 2:00pm

Start Up Pitchfest Competition Begins! All attendees to join the AI in CX Stage as our Start Up Pitchfest begins. The winner will be decided by you, the audience!

2:20pm – 2:30pm 

End of Exhibition Remarks by Mary Anne Ghobrial, Show Director for The Customer Show


Want to learn everything there is to know about customer engagement and loyalty? Get your FREE ticket for The Customer Show in Australia's to meet with the best in the industry!