Bringing Together Senior Customer Experience Practitioners in Australia

Presenting the inaugural Customer Experience Management Forum 2015, an excellent platform for customer experience experts from across the region to gather and exchange knowledge on what the future holds. Join thought leaders in Sydney and gain from the abundance of information that will be shared over the 3 days.

"Everyday we’re saying, ’How can we keep this customer happy?’ How can we get ahead in innovation by doing this?’ ... because if we don’t, somebody else will." - Bill Gates"

The inaugural Customer Experience Management Forum will address how to transform the future of customer experience in this new digital world. This forum will be a global gathering of senior decision makers and thought leaders in Australia. Hear solutions to key business challenges and exchange ideas with experts from around the region.

Attend Customer Experience Management Forum and hear evangelists share their experiences on how they switched from their existing strategies to evolve their operating structure to embrace new skills, gain from the practical insights to help raise your service levels to greater heights and to keep your eyes open to a new world of possibilities.

Visionary Address: Customer Experience Innovation – The Future of Competitive Advantage

Embracing the new age of the customer
Leveraging the rapidly evolving digitisation 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

Chris Luxford, Co-Founder, Experience Innovators & Senior Partner, The ASPIRE! Group

Award Winners:

"Feelings have a critical role in the way customers are influenced." David Freemantle, Author

Lisa Macqueen Business Transformation Expert Automation Queen - Awarded Infusionsoft Small Business ICON Award 2014	Tina Paterson Head of Transformation - Business Processes Bupa Australia & New Zealand – Bupa was Awarded 2014 Best Leading CX Initiatives Award	Evan Stubbs Chief Analytics Officer, SAS Australia Awarded the CEO Excellence Award by Dr. Goodnight, CEO of the SAS Institute
Dori Miller Business Design Manager, Design Practice Telstra - Awarded Australia's Best CX Company People's Choice 2014	Lee Ussher Social Media Brand Strategist Buzz Web Media – Nominated for 2015 Telstra Business Women's Award and 2015 NAB Women's Agenda Emerging Leader Award	Gerard Smith Senior Manager – eBusiness and Contact Centre Teachers Mutual Bank – 2014 Auscontact National Awards Winner

6 Killer Strategies to Boost your Customers Engagement

Reach out. Optimize all channels and medium through which you interact with customers
Target. Design your marketing activities to reach the intended audience
Make it Easy. Ensure that your customers are able to reach you easily without having any hassle
Keep it Personal. Create opportunities to have one-on-one communication to build bonds
Humanize your Brand. Establish your brand’s voice with a trusted face that customers can relate to
New Media. Time to integrate traditional media with new ways of reaching customers

Hear from Customer Experience Thought Leaders Including:

Christian Lafrance, Audience Experience Strategy Lead - Radio Multiplatform, Australian Broadcasting Corporation Lisa Macqueen, Business Transformation Expert, Automation Queen
David Francis, Head of Interactive, Blue Star Group
Tina Patterson, Head of Transformation - Business Processes, Bupa Australia & New Zealand
Kate Symons, Head of Customer Centric Innovation & Business Design, Bupa Australia
Lee Ussher, Social Media Brand Strategist, Buzz Web Media
Andrew Lamrock, Director Enterprise Intelligence, Call Journey
Ankica Elder, Online Communications Officer, Campbelltown City Council, South Australia
Chris Luxford, Co-Founder, Experience Innovators & Senior Partner, The ASPIRE! Group
Jennifer Reddington, Head of Customer Experience Research & Data, Fifth Quadrant
David Heacock, Director, Cybertrack Consulting
Brendon Noney, Partner, HWL Ebsworth Lawyers
Harriet Wakelam, Head of Customer Experience, Medibank
Amrita Bhattacharyya, Manager Customer Strategy, Metro
Alexandra Almond, Senior Consultant, Customer Experience Design, National Australia Bank
Nigel Prior, Customer Experience Practice Manager, IT Business Solutions, NEC
Karen Platt, Director, Customer Experience & Insight, Optus Business
Peter Strohkorb, CEO, Peter Strohkorb Consulting International
Brendon Noney, Partner, HWL Ebsworth Lawyers
Kara Chain, Brand Manager, Pfizer - Centrum Australia
Jeff Carruthers, Managing Director, Resonate Solutions
Joe Hindmarsh, Northern Lead: Data & Insight Solutions, Salmat
Evan Stubbs, Chief Analytics Officer, SAS Australia
Andy Fell, General Manager, Retail Banking Australia, St. George Retail Banking
Gerard Smith, Senior Manager - eBusiness and Contact Centre, Teachers Mutual Bank
Dori Miller, Business Design Manager, Design Practice, Telstra
David Fairfull, Managing Partner, We Are Social

An overall view

Who you will meet?

C-Level / GMs / VPs / Directors / Head / Managers of:

Customer Experience
Customer Relations
Customer Service
Customer Analytics and Insights
Contact Center
Digital Channels
Marketing

In (but not limited to) the following industries

Finance, Banking, Insurance
Telecommunications
Retail and FMCG
Solution Providers
Travel and Hospitality
Healthcare and Education
Utilities
Logistics and Transportation

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