3 – 4 May 2023 | Melbourne Convention & Exhibition Centre
9:15am - 9:20am | Opening Remarks by Next Gen CX Conference Chair |
9:20am – 9:50am | Panel What comes First – Product, Service or Brand? Finding the Best Formula for your Business to Create the Ultimate Experience
Panelists:
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9:50am – 10:20am | Speed Networking Ice Breaker In this speed networking ice breaker session, attendees are faced with the challenge of meeting as many people as possible in a 20-minute time block. Is there a speaker or consultant you just must introduce yourself to? Speed Networking is your chance! |
10:20am – 10:50am | Thought Leadership Session The Future of CX Transformation |
10:50am – 11:30am | Keynote Keynote Turning Your Customers into Advocates
Claire Johnson, Strategic Design Lead, Workwear Group |
11:30am – 12:00pm | Morning Tea |
12:00pm – 12:30pm | Panel Years to Build; Seconds to Lose: Driving Organic Data Collection via Customer Trust
Russell Murphy, Director, Dept of NSW Customer Service |
12:30pm – 1:00pm | Thought Leadership Session It’s Like Data on Steroids! Using Empirical Evidence to Understand Customer Behaviours Instore and In-person
John McGriffin, Chief Executive Officer, TruRecognition |
1:00pm – 1:30pm | Keynote Does Your CX Strategy Really Hit the Mark? Using Human Centred Design to Truly Understand Your Customers Better Janelle McQueen-Paice, Head of Digital & CX, MLC Life Insurance
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1:30pm – 2:30pm | Lunch Break |
2:30pm – 3:00pm | Fireside Chat Using Innovation to Drive Customer Loyalty Programs: Steps Involved
Theodora Burgess, Head of Marketing and Communications, Technology Council of Australia |
3:00pm – 3:30pm | Panel CX is an Outcome; Not a Strategy: Moving towards an Era of Experience Management Through Top Level Buy-In
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3:30pm – 4:00pm | Afternoon Tea |
4:00pm – 4:30pm | Fireside Chat Creating a Sustainable CX Strategy on a Budget: What to do When Recession Hits
Brady Jacobsen, General Manager Digital & Customer Experience, Vocus |
4:30pm – 5:00pm | Panel Making CX Profitable Again: How to Start, Grow and Scale Your CX to Ensure Return for the Long-haul
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5:00pm – 5:15pm | End of Day Remarks |
9:15am - 9:20am | Opening Remarks by Next Gen CX Conference Chair |
9:20am – 9:50am | Keynote Merging the Full CX Journey: Organising Every Touchpoint Across Your Organisation into one Unified Map
James Rendel, Head of CX, Wisr |
9:50am – 10:20am | Thought Leadership Session Cookies and Cream without the Cookies is Just…Vanilla Are you ready for a world without cookies? Google's decision to phase out third-party cookies by 2023 and the rise of privacy regulations have put a spotlight on data privacy and how personal information is collected, used, and shared. This has made it more challenging for marketers to deliver personalised and relevant customer experiences. In this thought-provoking presentation, Nicholas Kontopoulos, Twilio's VP of Marketing APJ, will explain how you can leverage zero and first-party data to create accurate customer profiles, and show you how Twilio Segment's customer data platform can deliver the unique and individualised experiences your customers crave in a cookieless future Nicholas Kontopulous, Vice President of Marketing, Asia Pacific & Japan, Twilio |
10:20am – 10:50am | Keynote Driving Financial Stability in Government: How to Grow and Sustain your CX Program & Driving Operational Excellence Greg Curcio, Director, Customer and Performance, Knox City Council |
10:50am – 11:20am | Morning Tea |
11:20am – 11:50am | Thought Leadership Session Reserved for Intercom |
11:50am – 12:20pm | Keynote Seeing Your Customers as a Community: How Horizon Power Shifted their Strategy to Drive Engagement and Trust
Krystal Skinner, General Manager Customer Experience, Horizon Power |
12:20pm – 12:50pm | Fireside Chat Driving Financial Sustainability: When Does it Become Cost-Prohibitive to Keep Investing in New Technology?
Monique Bate, Head of Customer Experience, Engagement and Digital Channels at LegalSuper will join us in a fireside discussion to talk through her experience when it comes to driving financial sustainability across your organisation. Delivering a cross-comparison on her experience at Legalsuper versus previous companies, she’ll talk through the importance of strategically investing in new technologies – and what challenges a CX leader may face in a small corporation verses a large one.
Monique Bate, Head of Customer Experience, Engagement and Digital Channels, LegalSuper |
12:50pm - 1:00pm | End of Next Gen CX Program |
1:00pm – 2:00pm | End of Next Gen CX Program & Start Up Pitchfest Competition Begins! Join the AI in CX Stage as our Start Up Pitchfest begins. The winner will be decided by you, the audience! |