What is CX Design & Implementation 2016?

To succeed in business companies must get closer to their customers and implement the right processes in the enterprise to empower their employees to keep their customers happy. To that end, the 2nd annual CX Design and Implementation conference is back once again showcasing leading industry experts in customer and user strategy who will speak on a range of topics from employee buy-in to cognitive analytics to omni-channel strategies and personalisation to improve the customer experience.

Delivering key industry experts including

Lenaig Musson

Head of Customer Experience Design

Australia Post

Munib Karavdic

Former Director, Design and Innovation, AMP

Founder, WAVE Design

Emma Williamson

Director, Customer Experience

L'Oreal Australia & New Zealand

Yvette Mihelic

General Manager Customer Experience

Sydney Trains, Transport for NSW

Steve Nuttall

Research Director

Fifth Quadrant

Katrina Harrison

National Manager, Customer Focused Design

NBNCo.

Julie Fedele

General Manager, Experience Design - Retail X Innovation Lab

Bupa

Paul Tuffin

Head of Customer Experience and Customer Insights

Water Corporation

Christian Lafrance

Customer Driven Innovation & Experience - CX Director

M&C Saatchi

Dori Miller

Business Design Manager, Business Design Practice

Telstra

Brett Burton

Head of CCD and Lean

Westpac

Jennifer Vandekreeke

Vice President & General Manager

Carnival Australia

Christophe Eymery

Head of Digital and Media

L’Oréal Australia & New Zealand

Davina McCormick

Customer Experience Strategy Manager

Queensland Urban Utilities

Addressing the increasing complexities in CX design challenges today:

Designing a CX strategy that is deliverable - simplifying the brand experience and being able to offer a consistent experience across all consumer touchpoints

Achieving employee buy-in to support and create an exceptional customer experience at every touch point

Connecting the organisational and technological silos to provide that seamless customer experience

Delivering customer journey maps that are feasible and actionable

Interlacing services across physical and digital worlds and how to design for experience in this ‘phygital’ context

Truly understanding the needs and preferences of customers, as well as their behaviour during the buying journey

Plus! Full day in-depth learning sessions on Thursday 24 November:

In-depth Learning Session A:

Switch decision journey interviewing and mapping ‐ a shortcut to identify key CX opportunities

Find out more about this session

In-depth Learning Session B:

Implementing customer experience as an organisational value - a go-to framework for serious organisational change

Find out more about this session

Partnership opportunities are available!

We believe that joining forces with products and solutions that complement the event content – providing solutions to our delegates’ critical challenges – is the surest way to make a meaningful impact on delegates, creating a win-win situation for you as the partner and for us as an organiser.

Contact Luke Griffin on +61 (0)2 8188 7536 or 0481 353 550 or email lukeg@questevents.com.au to find out how we can put you in front of this highly engaged and receptive audience.

What is CX Design & Implementation 2016?

Delivering key industry experts including

Addressing the increasing complexities in CX design challenges today:

Plus! Full day in-depth learning sessions on Thursday 24 November:

Partnership opportunities are available!

Supporting bodies

Media partners

Special Offers