Conference Day One - Tuesday 22 November 2016
Click here for Day Two
Click here for Post-Conference In-depth Learning Sessions
08:15 | Registration and welcome coffee
08:50 | Opening remarks from the Chair
Sean Hall, Senior Principal - Inclusive Design, Infosys Consulting and
Founder and CEO, energx and diversityX
HOW EXPERIENCE DESIGN INJECTS INNOVATION INTO TRADITIONAL CX MODELS TO ACHIEVE A CONSISTENT AND EMOTIONAL CUSTOMER JOURNEY
09:00 | Sydney Trains – how their employees drive the changes, including the establishment of new processes, on customer engagement
- Using mobility as a key tool for our people to improve customer experience
- Leveraging our people as a driver of change in continuous improvement
- Changing customer perception by changing our core people traits
Yvette Mihelic, General Manager Customer Experience, Sydney Trains
09:30 | CASE STUDY: Resetting and re-imagining government service delivery for the 21st Century
- AI and the public service – what might be possible?
- How IP Australia has significantly improved its customer strategy by leveraging cognitive computing
- Changing the mindset to become agile and intuitive - redefining new ways of working and bringing new skills to government
Robert Bollard, General Manager RIO Program and Business Futures, IP Australia
10:00 | PANEL DISCUSSION: What is CX design and what does it mean to organisations in the digital age?
- CX design - a functional capability or a philosophical understanding?
- How important is it for marketers and CX managers to bridge the gap between the function and the philosophy and who is getting it right?
- Collapsing the customer journey to make it simpler – risky or not risky?
- Is there too much attention being put on the customer touchpoints and not enough on the fundamentals of the customer?
- In the era of digital, can marketers and CX managers agree on where the customer journey starts and how important is this for organisations to get it right?
Panel moderator:
Sean Hall, Senior Principal - Inclusive Design, Infosys Consulting and
Founder and CEO, energx and diversityX
Panellists:
Brett Burton, Head of Customer Centred Design and Lean, Westpac
Christian Lafrance, CX Director, M&C Saatchi
Katrina Harrison, National Manager, Customer Focused Design, NBNCo
10:45 | Morning tea
CULTURE TRANSFORMATION AND EMPLOYEE BUY-IN - DELIVERING TRAINING THAT ENSURES CONTINUING IMPROVEMENT OF CUSTOMER EXPERIENCE
11:15 | KEYNOTE: Create waves to humanise business
- How established companies are innovating using human centred design to create more viable and feasible solutions for their increasingly diverse and demanding stakeholders and consumers
- How and why human centred design help individuals and companies to solve problems in different ways
- How to identify the key waves of change for established companies as they roll-out enterprise-wide innovation programs
Munib Karavdic, Founder, WAVE Design and Former Director, AMP Design & Innovation
11:45 | Kicking off design champions program within the organisation - the evolution of design thinking from small teams to enterprise-wide adoption
- Closing the loop between leaders, employees and customers
- Championing engagement at the top to develop a people-centric culture throughout the organisation
- How an integrated and sustainable approach can drive exceptional customer experience
Dori Miller, Business Design Manager, Business Design Practice, Telstra
12:15 | How your approach to selection, training and engagement plays a critical role in your customer experience strategy
- Shaping your organisation’s culture based on desired employee behaviours, and selecting people who fit that culture
- Developing training strategies that ensure employees are confident in their roles
- Building high-quality communications that strengthen your organisation’s culture and engage your employees
Paul Tuffin, Head of Customer Experience and Customer Insights, Water Corporation
12:45 | Networking lunch
IMPLEMENTING YOUR CUSTOMER STRATEGY – HOW TO ALIGN YOUR PEOPLE, PROCESSES AND PRODUCTS TO DELIVER THE EXPERIENCE
13:45 | CASE STUDY: How NBNCo uses the voice of the customer (VOC) to improve customer experience
- How we listen to VOC at NBNCo and what set of data sources do we use
- Aligning VOC to the enterprise CX strategy
- How we measure customer advocacy to improve customer journeys
- What are the main challenges we have faced along the way – and what changes have we made to overcome these?
Katrina Harrison, National Manager of Customer Focused Design, NBNCo
14:15 | Forming a customer-led organisation
- Defining the ‘action steps’ that convert the customer strategy into organizational culture
- Ensuring the customer strategy keeps up with the technological landscape of the company and the industry
- Cultivating the cultural changes that support the customer strategy
- Measuring the real business impact
Lenaig Musson, Head of Customer Experience Design, Australia Post
14:45 | Queensland Urban Utilities customer-based redesign project - developing cross functional collaboration to drive and embed CX culture
- Identifying the ‘pain points’ in the customer journey that mattered most
- Understanding how other factors (internal and external) impacted on the customer experience
- Getting collaboration and engagement across the enterprise to become a truly customer-centric organisation
Davina McCormick, Customer Experience Strategy Manager, Queensland Urban Utilities
15:15 | Afternoon tea
ROUNDTABLES
These interactive round tables provide the opportunity for attendees to divide into small groups and discuss niche ideas, practical tips and work through challenges faced by other executives from multiple industries. Each round table will begin with a brief presentation by the moderator, who will then open the discussion to the table. On the day, you will be able to choose two of the below to attend. Each roundtable will run concurrently over two time slots:
15:45 – 16:30 and 16:30 – 17:15
Roundtable 1: Customer experience design, touchpoints and journeys
Moderator:
Ben Cooper, Group Innovation Director, M&C Saatchi
Roundtable 2: Behavioural economics and beyond - insights and applications
Moderator:
Pascal Bourgeat, Director of Behavioural and Cognitive Science, Ipsos Australia
17:15 | Closing remarks from the Chair
17:25 | Close of Day One and networking drinks