3 May 2023 | Melbourne Convention & Exhibition Centre

Unpacking the Digital Customer-Verse: Optimising and Simplifying your UX to Attract and Retain a Growing Customer Segment




Wednesday 3 May 2023

10:15am - 10:30am              

Opening Remarks by Digital Experience Program Chair, Andrea Peters, Former Chief Growth Officer, Brighter Super

10:30am – 11:00am

Fireside Chat

Battle of the Experiences: Is There a Difference Between Quality UX versus Quality CX?

Is quality CX synonymous with quality UX, or does one lead to the other? This opening session will unpack just that, as we discuss how to drive an effective digital strategy across the organisation.

  • Understanding the similarities and differences between good CX versus UX
  • Unpacking what customer care more about – digital experience or customer service?
  • Redefining what is a good customer experience to help drive your digital strategy


Tina Morrell, General Manager Customer Strategy & Experience Design, NRMA Insurance

11:00am – 11:30am

Thought Leadership Session

How to drive growth with experimentation and digital experience analytics: Lessons from R.M. Williams' CRO program


Quaetapo, Senior Manager Program Delivery, R.M. Williams

Christopher Koutis, Customer Success Director, Optimizely

Frazer Adnam, General Manager ANZ, Contentsquare

11:30am – 12:00pm

Keynote

Using Digital to Engage with Audiences and Drive Season Subscribers at Melbourne Symphony Orchestra


Dylan Stewart, Director of Marketing and Sales, the Melbourne Symphony Orchestra

12:00pm – 12:30pm

Thought Leadership Session

Harnessing the AI revolution in CX. Setting aside the current hype, how will AI truly effect contact centre operations in the near future?

  • Sorting the hype and hope from the reality, why AI will have such a profound effect
  • What is the difference between NLU, NLG, Conversational AI and Generative AI
  • Examples of real-life attainable and practical contact centre use cases for AI
  • Potential pitfalls of AI and how to go in with eyes wide open


Simon Kriss, Chief Innovation Officer, CX Innovation Institute

12:30pm – 13:00pm

Networking Break

 1:30pm - 2:00pm

Fireside Chat Is Web3 Trustless, or Just Misunderstood? Building Consumer Trust in Web3 as we Gear Up for the New Marketing Channel of 2023

Jason Pallent, Co-Director, Customer Experience and Insights Research Group, Swinburne University of Technology

2:00pm – 2:30pm 

How to Build Influence as a Creative Leader

Brendan Donoghue, Head of Digital and Customer Experience, UniSuper

2:30pm – 3:00pm                                                         

Keynote: The Value of Payment Experience: Why it’s Critical to Ensure Your Front and Backend are Optimised for a Seamless Digital Experience

David Lunt, Technical Director, Payment Consulting Network

Digital Experience Is An Important Aspect of The CX Journey. Understand The Importance Of Digital Experience With Talks From Industry Professionals At The Customer Show!