Agenda

• Understanding customer empowerment and the need to evolve
• Implementing effective customer data analytics for smart business decisions
• Harnessing customer insights for personalization strategies

Speaker: Des Viranna, Head of Analytics, Microsoft

As the Head of Analytics for Microsoft Australia, Des is responsible for the data and analytics platforms used to create value for the customer. In this marketing leadership role, Des is leading the implementation of a personalization strategy to support modern marketing and a cross-functional, customer-centered program.

• What are customers really doing on their smartphones in store?
• Who are the price leaders and who are the price followers?
• How do retailers leverage special events to drive consumer spend?

Michael Stone is Director of Products at Invigor Group where he is responsible for the company’s portfolio of business intelligence and big data solutions. Prior to his current role he was CEO of Amethon Solutions, which was acquired by Invigor Group at the end of 2014. Before his appointment to Amethon, he spent 15 years at Ericsson in a number of solution management, general management and sales management roles focused on mobile network infrastructure and applications. Throughout his career, Michael has worked across a wide range of retail industries including shopping centres, telecommunications, consumer electronics and liquor to generate meaningful and actionable insights from big data analytics, helping businesses grow through digital and mobile transformation.

• Focusing on cultivating long-term mutually beneficial relationships with your customers
• Delivering the right emotional experience that elevates your brand above the competition
• Sharing your human side and encouraging your audience to do the same

Declan is Manager of Customer Insights & Analytics at Sunsuper. He leads the team that is responsible for Customer Experience, Customer Research & Data Science that works to bring the customer perspective into day-to-day business decisions at all levels of the organization, from CEO to call center representative.

• Avoiding the common pitfalls of customer journey mapping
• Weaving fragmented data points and perspectives into a cohesive map
• Engaging with customers from the hello to the goodbye

Speaker: Ian Aitchison, CEO, COPC Asia Pacific Inc

Having more than twenty years of experience in the customer experience and contact center industry, Ian Aitchison is the CEO of the Asia Pacific (APAC) region of COPC Inc and provides management training and consulting advice to more than 25% of the world’s top 50 brands. He is the Chairman of the Annual Contact Centres Asia Conference and has been a member of the judging panel for the Malaysian Contact Centre of the Year Awards since 2012.

• Optimizing business processes and technologies to support a dedicated CRM system
• Organizing, automating, and synchronizing sales, marketing, customer service, and technical support
• Managing and analyzing customer interactions and data throughout the customer lifecycle

Speaker: Jethro Grainger-Marsh, Head of Regional Digital Marketing, Asia Pacific Operations, Fuji Xerox

A proven leader and innovator with extensive digital platform, marketing, ecommerce and sales expertise covering all areas of digital marketing, technology and process design, and platform integration both B2B and B2C, Jethro is a digital leader who has delivered success for some of the world’s leading brands across a wide variety of sectors including financial services, software as a service (SaaS), IT, and manufacturing and technology across channel execution, platform integration and successful strategic execution both in the APAC region, in the UK, and for global strategic execution.

• Employing predictive analytics to anticipate your customers’ needs and wants before they do
• Looking beyond delivering reactive customer experiences
• Applying digital and social tools and technologies that support prediction

• Responding to customer demands for personalized offerings
• Knowing how much to personalize – striking the right balance
• Driving your products and services from a customer’s perspective

Moderator:
Morris Pentel, Chairman, Customer Experience Foundation (UK)

Panelists:

Jethro Grainger-Marsh, Head of Regional Digital Marketing, Asia Pacific Operations, Fuji Xerox

Ian Aitchison, CEO, COPC Asia Pacific Inc

Conference Chairman: Morris Pentel, Chairman, Customer Experience Foundation (UK)

• Designing digital initiatives to complement existing customer journeys
• Providing consistent and seamless digital customer experience
• Optimizing digital performance experience to increase omnichannel engagement

Speaker: Morris Pentel, Chairman, Customer Experience Foundation (UK)

Morris Pentel is a Customer Experience and Contact Strategy Designer and runs one of the most respected private Customer Experience and Contact Strategy consulting businesses in the world. Based in the UK, he has a track record for successful work for some of the largest institutions and government organizations all over the world. He has delivered workshops over the last 18 months in 11 countries and his designs have influenced billions of the world’s Customer Experiences.

• Importance of having a plan to prioritize customer-focused initiatives
• Identifying noisy and untrustworthy data points when understanding the customer experience
• Measuring NPS and using data to create actionable improvements
• What gets measured gets done – how to share and embed the data, with top down and bottom up approaches
• Some real-business lessons around customer experience data

Speaker: Anthony D’Anna, Customer Experience Manager, Healthcare, Australian Unity

Anthony has a career spanning over thirteen years in customer focused client-side roles. After over a decade in the banking sector, he set out to demonstrate that using a common set of customer experience principles, he could help the higher education sector embark on the CX journey. Working with La Trobe Univeristy, he set up the first dedicated customer experience tracker in the Australian higher education sector. Anthony implemented the tracker as part of the wider CX program of initiatives to proactively position the student experience as a key benefit in the advent of further industry deregulation.

Anthony recently joined Australian Unity’s Healthcare business, to apply the same principles by mapping the customer journey against key data points, thereby creating measurable tracking of benefits and easy prioritization of improvements.

• Understanding the inbound customer queries as meaningful points of engagement
• Capturing customers’ expectations, preferences and aversions
• Harnessing VOC to drive change and innovation that delight your customers

Ivana Sekanic is currently responsible for all aspects of the NPS at Medibank. With 11 years industry experience spanning across energy and healthcare sectors, Ivana has expertise in developing organisational strategy around great customer insight to create true brand advocates.

• How social media insights are discovered
• Best uses for social insights
• A deep dive into Australia and New Zealand’s Finance industry

Speaker: Tom Williamson, Agency Account Director, Amicus Digital

Tom’s career has enabled him to work with some of the world’s biggest commercial and not for profit brands on some of their most successful campaigns. In his current role as Agency Account Director at Amicus Digital, he’s fortunate to work with clients across JAPAC to streamline their social content planning, publishing and reporting.

• improving transparency
• identifying what moves the needle
• providing readily actionable opportunities to drive efficiency and effectiveness

Speaker: Rich McPharlin, Head of Analytics & Innovation, Performics Australia
Rich is Head of Analytics and Innovation at Performics Australia, part of a global performance marketing network built for the relentless pursuit of results. Rich leads the Performics analytics team to drive high impact business insights from data for Australia’s largest brands including Toyota, Lexus, Stan and Michael Page. Rich is an insightful and engaging speaker on a variety of data-driven marketing and analytics topics, drawing on 11 years’ experience to demonstrate how brands can use analytics to drive real business value.

• Consolidating different forms of data into a common data format using technology
• Extending data’s normal use to drive insights for process improvement and new business opportunities
• 2 real use cases in transport and healthcare industries, starting with the consumer and working backwards to solve their problems,enhance/streamline/improve processes and optimize resources

Speaker: Anton Royce, Head of Customer Solutions and Technology Strategy,
Telstra Health

Anton is an Executive with extensive global experience in developing, growing and managing profitable, innovative technology solutions and services across Utilities, Public Safety, Transport, Media, Mining, Banking, Education and Healthcare that drive value for the business and deliver real outcomes. An Innovator, Thought Leader, Visionary and Technology Strategist who has a proven track record of turning ideas into successful products and taking it to market.

Anton is Head of Customer Solutions & Technology Strategy for Telstra Health. In this role, Anton is leading Telstra Health’s design of customer solutions, business development & technology strategy which drives continuous revenue growth. Provides technological and business leadership in business development, architecture governance framework, technology strategy, future technology, innovation and road map. He is currently an honorary advisory member of The TamilNadu Dr.M.G.R. Medical University.

• Rethinking business processes and designs to drive innovation
• Driving cultural and organizational change to enable great customer experiences
• Empowering employees through skills training and development

In the digital age of disruptive innovations and increasing customer empowerment, digital transformation is vital to organizations ability to stay ahead of the cut-throat competition. However, over 80% of global businesses lack the necessary digital strategies and skills, according to McKinsey & Co. This translates into poor customer experiences that result in dissatisfaction and lower loyalty and retention, thus hurting the bottom line and endangering the organization’s survival.

This workshop aims to provide participants with the knowledge and skills to design and implement a digital strategy that places customers at the heart of the business. Learn to integrate people, tools and technologies in the digital sphere that enables your organization to provide seamless and excellent customer experience, ensuring you remain competitive and relevant in today’s digital age.

Key Takeaways:

• Overcome departmental silos to establish a unified digital strategy
• Create a digital vision and operating model centered on the customer
• Develop and enhance digital competencies through people, tools and technologies
• Transform customer experience through customer-centric innovation and change

Workshop Leader: Jethro Grainger-Marsh, Head of Regional Digital Marketing, Asia Pacific Operations, Fuji Xerox

A proven leader and innovator with extensive digital platform, marketing, ecommerce and sales expertise covering all areas of digital marketing, technology and process design, and platform integration both B2B and B2C, Jethro is a digital leader who has delivered success for some of the world’s leading brands across a wide variety of sectors including financial services, software as a service (SaaS), IT, and manufacturing and technology across channel execution, platform integration and successful strategic execution both in the APAC region, in the UK, and for global strategic execution.

Jethro has delivered strategic digital marketing including go to market and business strategy and business transformation, and is skilled at building credibility and relationships across business lines to achieve objectives. He enjoys developing and leading high performing, motivated cross functional teams. A mentor and an advocate of driving direct online sales activation and engagement, he is passionate about the integration of people, process, and technology required to truly achieve great digital experience, and deliver transformation for organizations and customers.

In the age of the empowered customer and increasing demand for effective engagement, customer centricity is key. A customer journey map tells the whole story of the customer’s experience: from initial contact, through the process of engagement to a long-term relationship with the organization. In this respect, customer journey maps put the customer front and center in the organization’s thinking. Companies that can design holistic customer journey maps and implement effective customer strategies stand to achieve enhanced customer loyalty and retention, thus ensuring long-term growth and profitability.

This workshop aims to provide participants with the knowledge and skills to design and implement a customer journey map that details all the touch points and experiences customers have with an organization. Learn to analyze the customers’ perspective of their relationship with your organization over time and across multiple channels, and utilize the insights gained to build better experiences for your customers.

Key Takeaways:

• Align overall organizational vision with specific goals for a customer journey mapping initiative
• Brainstorm all the touch points and channels of interaction between your customers and your organization
• Put all the pieces together, then refine and digitize your customer journey map
• Present the customer journey map in a visually compelling and engaging manner to gain management and stakeholder support
• Integrate the customer journey map into your customer-centric business decisions and continually review over time

Workshop Leader: Ian Aitchison, Chief Executive Officer, COPC Asia Pacific Inc

Ian Aitchison is the CEO of the Asia Pacific (APAC) region of COPC Inc. and has great expertise in Australian and Asian customer experience, contact center and operational strategy, having worked extensively throughout the region. He has more than twenty years of experience in the customer experience and contact center industry, marked by the consistent delivery of quality, service and process improvement that is the hallmark of the COPC® Family of Standards.

In addition to leading COPC Inc. in the Asia Pacific region, Ian provides management training and consulting advice to more than 25% of the world’s top 50 brands. He is a senior auditor for the COPC CSP Standard, is a Six Sigma Black Belt, is the Chairman of the Annual Contact Centres Asia Conference and has been a member of the judging panel for the Malaysian Contact Centre of the Year Awards since 2012.