3 May 2023 | Melbourne Convention & Exhibition Centre
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.
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
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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?
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
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