4 May 2023 | Melbourne Convention & Exhibition Centre
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.
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.
|
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 |
|