Day 1 Agenda

8:30 REGISTRATION, COFFEE AND NETWORKING

9:00 WELCOMING REMARKS FROM THE CHAIR
Rod Farmer
Senior Manager, User Experience & Innovation
3 Mobile

9:10 Designing World Class Customer Experiences : Inspiration From IDEO – A Global Innovation Leader
 • Introduction to the IDEO approach to human centered design

• Cross pollinating – innovation stories from various industries
• Implications for your business
Opher Yom-Tov
 Senior Manager, Customer Centred Design & Innovation,
BT Financial Group, Westpac


9:40 Aligning Customer Experience with Expectations
 • Brand management: setting expectations for service quality and delivery
• Ensuring customer experience matches the message
• The Best Job In The World’: analysing success from a customer experience perspective
 Steve McRoberts
Executive Director Marketing
Queensland Tourism

10:20 Engaging With Broadcast Audiences in the Digital Era
 • How the public broadcaster is interacting and engaging with audiences in the new media landscape
• Case studies: Tour de France 09, First Australians, Eurovision and primetime catch up TV service
Marshall Heald
Manager Digital Media,
Australian National University
SBS Television & Online

10:55 MORNING TEA AND NETWORKING

11:40 Leadership : Championing Voice Of The Customer (VoC) In Your Organisation
• The role of leadership in delivering an enhanced customer experience
• Empowering staff to deliver a stand-out user experience: how metrics, compensation and rewards inspire people
• Overcoming organisational challenges typically faced when delivering VoC programs
Steve McKenzie
Head of Customer Care
Siemens Australia

12:00 Managing the User Experience
• Strategies for successfully managing UX teams • UX maturity models, frameworks and tools
• Case study: A tale of two Portals
Rod Farmer
 Senior Manager, User Experience & Innovation
3 Mobile


12.35 Executing On A Customer Engagement Model – How To Identify and Exploit New Business Opportunities Through Customer Engagement
• How to ask your Customer for a new business opportunity
• Embarking on the journey of Customer Engagement: getting the right mix of people and technology
• Utilising a multi-channel approach to communicating and engaging with your customer’s online
Angelo De Silva
Customer Engagement Manager
Fuji Xerox Australia

13:00 LUNCH

14.10 STREAM 1: Utilising a CRM Sales and Service Solution To Support Rapid Busines Growth
 • Achieving a single view of the customer across multiple service channels including contact centres, web, retail, SMS and IVR
• Reinforcing brand values across all processes, touch points and channels
• Tangible benefits including increase in all sales targets and the ability to deliver new products to market in as little as 5 days
 Ann Harding
Manager Customer Enterprise System
Crazy Johns

14.10 STREAM 2: Aligning Brand Promise with Customer Experience Online
 Aligning Brand Promise with Customer Experience Online • Aligning expectations for service quality with the ‘Unworry’ proposition
• Adapting customer experience strategies to match features customers value highly, including transparency and ease of use
• Matching the usability proposition to tangible outcomes, with measurable results
 Kara Ward
Senior Manager, Digital & Direct Marketing
NRMA Insurance

14.45 STREAM 1: Maintaining A Customer Focus In Times Of Electricity Industry Reform
 • The introduction of Full Retail Competition: maintaining a strong, trusted and visible brand - whilst not actually selling a recognised product
• Focusing customer experience around efficient service delivery and permission to operate, rather than the more traditional approach to maintain
 Mike Swanston
Group Manager, Customer Advocacy
Energex

14.45 STREAM 2:Customers Tell A Good Story – But Are We Listening?
 • How can an organisation uncover true insight into the customer experience, as seen from the customer’s perspective?
 • What are the four stages that define the customer experience, and why do organisations often only consider one or two of these?
• How can new media, such as social network sites and blogs, be leveraged to provide a window on the customer experience?
 John Turnbull
Adjunct Lecturer & Doctoral Scholar
Macquarie Graduate School of Management


15.20 Afternoon Tea & Networking

15.50 STREAM 1: The Role of Recruitment & Retention In The Customer Experience
 • Personality profiling: marrying behavioural and motivational characteristics to determine what drives your top performers
 • Developing a ‘best fit’ employee profile and applying it across your organisation to enhance customer experiences
 • Why happy staff make for happy customers and lead to increased service delivery

15.50 STREAM 2: 15.50 Customer Retention & Brand Loyalty : Delivering Value Based Service for Customers
 • The link between customer experience and customer retention: differentiating your brand through enhanced customer satisfaction
 • Putting customer, instead of product, at the centre of your organisation
 • The importance of culture: ensuring internal company culture reflects external brand image or promise

 Wayne Samuels
 Customer Services Manager
Queensland Motorways

16.30 Delivering A Transformation Program : Bringing Customer Experience To The Centre Of Our Busines
  • Focusing on customer first rather than bottom line and cost control
• Why feedback is key is to maintaining healthy relationships and customer loyalty
• Results: delivering increased levels of customer and brand loyalty, leading to improve financial results

 Wayne Samuels
 Customer Services Manager
Queensland Motorways

16.30 Delivering A Transformation Program : Bringing Customer Experience To The Centre Of Our Busines
  • Focusing on customer first rather than bottom line and cost control
• Why feedback is key is to maintaining healthy relationships and customer loyalty
• Results: delivering increased levels of customer and brand loyalty, leading to improve financial results

 Peter Tudehope
 General Manager, Radisson Plaza Hotel Sydney & Regional Manager, Radisson Hotels Australia & Asia Pacific

17:05 Chairman's Close and End Day 1