TIME |
AGENDA |
08:30 – 09:00 |
Registration |
09:00 – 09:10 |
Opening Address by Conference Chairman
Peter Strohkorb, CEO, Peter Strohkorb Consulting International |
Mobile as the New Engagement Tool
“I want us to ask ourselves every day, how are we using technology to make a real difference in people’s lives” – President Barack Obama The world has changed. You have to think of mobile as the customer’s first touch point. Optimise what mobile can do for your business. It is crucial to deliver consistent and connected experiences across every customer touch point. Manage all your marketing efforts across every interaction, online and offline or on the go seamlessly. Learn how to improve and enrich your customer’s experience with proactive customer communications. This session will discuss how to use the power of mobile technology to engage and retain customers, the importance of aligning your strategies to incorporate mobile and learn from the case studies that will be shared.
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09:10 – 09:55 |
Visionary Address: Customer Experience Innovation – The Future of Competitive Advantage
- Embracing the new age of the customer
- Leveraging the rapidly evolving digitization of business
- Taking you CX to a level your competitors either can’t or won’t follow
- The future of CX – it’s a journey not a destination, and one that might surprise you
Speaker: Chris Luxford, Co-Founder, Experience Innovators & Senior Partner, The ASPIRE! Group
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09:55 – 10:25 |
Use the Power of innovative Mobile Technology to Engage and Retain Customers
- How to align your strategies to incorporate mobile
- Unlocking the power of mobile technology to spur innovation across your business
- Leveraging mobile to improve the quality of services for your customers
- Boosting your ROI by transforming your business strategy to engage the customer
Speaker: Lisa Macqueen, Business Transformation Expert, Automation Queen
Awarded Infusionsoft Small Business ICON Award 2014
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10:25 – 10:55 |
The Journey to Customer Experience Success – A Telstra Case study
- How customer journeys can help organizations engage with customers to better understand their experiences and expectations
- Create a roadmap to drive change in the business by aligning business initiatives to the experiences that are seamless and meaningful
- Key lessons in bridging the gap between ideas and execution
Speaker: Dori Miller, Business Design Manager, Design Practice, Telstra
Awarded Australia's Best CX Company People's Choice 2014
|
10:55 – 11:25 |
Morning Refreshments |
Customer Experience of the Future
Living in the digital age of the customers, businesses have to prepare for more knowledgeable and demanding customers. The explosion of digital, the empowered customer, and the acceleration of innovation are having a profound impact on the customers’ expectations. The empowered customer will most likely know more about your products, services and offers than you may know about them.
Glean a better understanding of how to ensure actions and mindsets are connected rapidly to deliver customer centric products and services, learn from Optus on how to create a business customers love, hear how ABC radio redefined its experience for mobile and have the knowledge of why it is critical for organisations to harness new technology to improve the customer experience and to remain relevant and valuable to customers in the future.
|
11:25 – 11:55 |
The Disconnect Between Sales, Marketing and the Customer Experience
- Due to the Buyers’ Journey Marketing, Sales and Customer Service teams need to be aligned
- Prepare for a big shift in CEM:
- Get ready for Smarketing (Sales/Marketing Alignment)
- Learn how to make the Customer Experience seamless
Speaker: Peter Strohkorb, CEO, Peter Strohkorb Consulting International
|
11:55 – 12:25 |
Industrializing Curiosity: Building Customer Centric Mindset to Deliver Results
- Explore how the tools, methodologies and skills of customer experience are limited without the democratization of customer experience
- Hear stories from the frontline about the ways that we can move beyond governance to accountability
- How to ensure actions and mindsets are connected rapidly in order to deliver customer centric products and services
Speaker: Harriet Wakelam, Head of Customer Experience, Medibank
|
12:25 – 12:55 |
Optus Business Future of Business Report – Creating a Business Customers Love
- Discover how leading organisations are creating a business customers love
- Explore the insights and findings of the Optus Future of Business report – one of the largest Australian based CX studies that included perspectives across key functions IT, Marketing, Customer Experience, HR and Finance.
Speaker: Karen Platt, Director, Customer Experience & Insight, Optus Business
|
12.55 – 14:00 |
Lunch |
14:00 – 14:40 |
Afternoon Keynote: Could 'Switchers' be the Best Customers ... for CX managers?
- Understand what customers actually buy
- Identify what CX issues lead to churn and what aspects of your CX help drive acquisition
- Prioritise CX issues and tradeoffs between CX and the rest of the product mix
- Enhance the ROI of CX for your organisation
- How ABC radio redefined its experience for mobile
Speaker: Christian Lafrance, Audience Experience Strategy Lead - Radio Multiplatform, Australian Broadcasting Corporation
|
14:40 – 15:10 |
Honour the Human Spirit… & Own Digital
- St.George prides itself on leading the mobility revolution in banking, being the first Australian bank – and the second in the world – to offer internet banking in 1995. In 2014 it was the first bank to use fingerprint sensor technology for mobile banking logon
- It is critical for organisations to harness new technology to improve the customer experience and remain relevant and valuable to customers in the future
- Addressing the continued importance on the physical to enhance the customer experience
- Organizations need to successfully combine digital with the physical in meaningful ways
Speaker: Andy Fell, General Manager, Retail Banking Australia, St. George Retail Banking
|
15:10 – 15:40 |
Why Listening to Customer Feedback Won’t Solve Your Customer Experience Problems
- What people say is quite different from what they do – so listening to feedback will only give you half the story.
- Examples from recent projects where customers’ underlying quirks and eccentricities led to insights we would never have dreamt from what they told us
- Explore ways on how to develop a deeper understanding and empathy for our customers, to get below the surface of what they say
Speaker: Alexandra Almond, Senior Consultant, Customer Experience Design, National Australia Bank
|
15:40 – 16:05 |
Afternoon refreshments |
Contact Center – Change is Good
Achieving greatness as a call center requires going above and beyond simply meeting required expectations. More and more customers, especially the younger generation are raised on technology; the old techniques won’t work as well anymore. Change is required!
For decades, companies have relied on their contact centers to deal with customers —from providing technical support to loan requests. Contact centers are now seeing the need to go through a major change. Driven by a shift in technological advancement and consumer behavior, companies are refocusing their contact centers from simply handling calls to focussing more on customer loyalty and engagement.
This session will give you a complete look at all of the different ways that you can get off to a kick start to change your contact centre and ways to improve the performance of your call center.
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16:05 – 16:35 |
Ten Steps for Translating Requirements Into Experience
- How to get from requirements to finished design
- An Experience Designer's view on decomposing process, requirements and data models into user functions
- Breaking down user needs and goals into simple pathways
- Understanding the technology and it's capability
- Developing prototypes
- Designing interfaces and experiences that work for everyone
- Socialising your design
Speaker: David Heacock, Director, Cybertrack Consulting
|
16:35 – 17:05 |
Maximising Performance and Productivity
- Ways to engage and retain your call center agents
- Secrets to unlock agent productivity and performance
- Striking a balance between inbound and outbound operations
- The future of call centers
Speaker: Gerard Smith, Senior Manager - eBusiness and Contact Centre, Teachers Mutual Bank
Awarded 2014 Auscontact National Awards Winner
|
17:05 – 17:35 |
Case study: Customer Experience Trends That May Surprise
- Identifying key trends that may affect the customer experience
- Why delighting your customers could be a bad idea
- What the front desk can learn from the call centre, and why it’s ripe for an efficiency gain
- When facial recognition will change the customer experience
- How Police are changing customer experience at the same time as catching the bad guys
Speaker: Nigel Prior, Customer Experience Practice Manager, IT Business Solutions, NEC
|
17:35 |
Closing Remarks by Conference Chairman and end of Day 1 of Customer Experience Management Forum 2015 |