2017 Customer 3.1 Summit

Aligning strategy, technology, and analytics for everyday customer success

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Agenda

8.30
Registration and coffee
9.00
Welcome from the Chair
Tony Hillson, Customer Experience Design Director, Service Design NZ; CCXP
9.10
International Keynote: "How You See Is What You Get": Harnessing the Power of Left-Brain and Right-Brain Thinking to Optimize Marketing and Customer Experience
  • Wisdom from a McKinsey consultant and 3-time multinational CMO: how to solve today’s marketing and customer experience challenges leveraging both analytical and creative techniques
  • Cigna’s journey to Customer Centricity: qualitative tools and quantitive techniques we used to improve NPS and measure the financial impact of improvements
  • Revlon's shift to the CHOOSE LOVE positioning, and how a powerful creative idea created quantifiable value
Benjamin Karsch, EVP & Chief Marketing Officer, Revlon
9.55
Winning the Customer War with Omnichannel Customer Experience

When we understand how great customer relationships work, we can develop a set of associated digital behaviours that adapt quickly to meet customer's changing preferences.  In this session we will address how to take the needs of your customers and translate them into agile customer experiences that improve communication, create better customer relationships and help you win the Digital customer war.

Rod Moynihan, Director of Sales, Zendesk ANZ
10.40
Morning break
11.05
Panel discussion: We’re living in an Experience Economy, it’s time we acted on it
  • With the rise of tech-savvy customers, how is the business landscape changing to reflect this?
  • What are the key strategic objectives that all business leaders need to know to achieve top CX programmes?
  • In a data-driven age, how will analytics influence experiences and add value to the customer?
  • As more industries undergo their digital transformation, how will digitised process changes allow better customer success? 
Benjamin Karsch, EVP & Chief Marketing Officer, Revlon
David Hughes, ‎General Manager e-Commerce and Customer Insights, Briscoe Group
Roxanne Salton, Head of Digital Strategy and Delivery, Mercury
Moderator: Kat Hardisty, Design Lead, Optimal Workshop
11.50
The power of human-centred design and collaborative teams
  • Transparency and convenience at the touch of a button: Why human-centred design gives emphasis to low effort experiences enabled by technology 
  • The best designs are simple: Concentrating on the needs, wants, and limitations customers face to create success
  • Interweaving disciplines across the organisation to drive customer-centricity via design
Roxanne Salton, Head of Digital Strategy & Delivery, Mercury
12.30
Lunch
STREAM SESSIONS START
1.30
CUSTOMER EXPERIENCE Case study: There’s more than one path: Letting customers take us on the journey
  • Exploring our customer journey map and reviewing our business goals
  • So many questions! Diving into the various touchpoints from initial contact to continued engagement and interactions
  • Discovering strategic insights through feedback loops to influence iterations and improve experiences
Robert Limb, Managing Director, TRACK NZ
DIGITAL EXPERIENCE Case study: Self-service and digital innovation at Kiwibank
  • Putting the power into the customers’ hands with self-service capabilities 
  • Built-in intuition: Creating efficient experiences for customer success through effective UX 
  • Their time is valuable: Understanding changing customer expectations and implementing low latency
Fiona Murphy, Head of Digital and Self Service Channels, Kiwibank
CUSTOMER ANALYTICS Getting into the crunch of AI and machine learning to better understand your customers
  • Overcoming the hype and diving into the value businesses: How AI and machine learning are taking predictive modelling to the next level to understand user data
  • How does AI inform experiences and the overall customer strategy? 
  • Creating real success for customers through linking our data with meaningful action
Carmen Vicelich, CEO, Data Insight
2.10
CUSTOMER EXPERIENCE Unicorns versus specialists: The different faces of CX and where they fit in organisations
  • Differentiating between types of CX roles 
  • The CX Powerhouse: Effective in-house team structures for a Customer Experience focus
  • Delivering on customer success: Empowering and engaging teams to improve processes and journeys
Kat Hardisty, Design Lead, Optimal Workshop
DIGITAL EXPERIENCE Tomorrow’s UX is Agile
  • Driving an Agile culture for rapid UX development and how it’s influencing customer journeys and experiences
  • Evaluating the pain points, testing out our MVP, and measuring success on new digital interfaces
  • Accelerating growth through design: How our UX strategy is aligned with our vision
Natalie Kerschner, Senior User Experience Specialist, BNZ Digital
CUSTOMER ANALYTICS The new normal: Utilising real time insights generated from chatbots and where it’s taking customer experience
  • How chatbots have already begun influencing customer behaviour with conversational UI to deliver better experiences
  • Conversing with bots: How chatbots are creating customer efficiencies and harnessing the insights for continued improvement
  • Evaluating the maturity of chatbots and voice biometrics
Ben Lynch, Founder, jude.io
2.50
Afternoon break
3.20
CUSTOMER EXPERIENCE Inspiring empathy and improving engagement: Why invest in personas
  • It’s not a cookie cutter approach: How can personas add an extra dimension to get into the mind of customers 
  • Bringing context to customer behaviour by developing a holistic user-centred perspective
  • Utilising empathy maps to gain sense of customer emotions and how this shapes experiences
Miriam Walker, Director of User Experience and Strategy, Digital Arts Network
DIGITAL EXPERIENCE Traversing between digital and physical experiences without disruption
  • At the heart of our digital strategy is to complement our physical stores for holistic experiences
  • Filling experience gaps and creating multi-sensory experiences that reflect evolving customer expectations
  • Ensuring that digital experiences add true value to the customer journey and increase engagement 
Juanita Neville Te-Rito, Founder and Retail Consultant, The Retail Collective
CUSTOMER ANALYTICS Case study: A New Perspective on Retention: Customer Maturity
  • The surprise: Customer churn despite high CSAT and NPS ratings. What happened?
  • The idea: Link retention to factors influencing the customer maturity
  • The solution: Go beyond simple QBR, develop dimensions of a maturity model which works for customers
Ralf Wittgen, Chief Customer Officer, Promapp Solutions
4.00
CUSTOMER EXPERIENCE Case study: Improve service and reduce costs: The public sector panacea
  • Addressing the service management challenge in the public sector
  • A customer-driven framework for continuous improvement and innovation
  • How to use actionable customer feedback to manage performance
Paul Linnell, Managing Director, CTMA NZ
DIGITAL EXPERIENCE Case study: Case study: Be immersed by hybrid-realities and how we’re reshaping our strategy
  • Extended experiences and blurring boundaries: How customer digital journeys are being affected by AR and VR technologies
  • Leveraging AR and VR to increase customer engagement with our brand 
  • Creating digital experiences that are complementary, not conflicting: Finding the balance between AR/VR and our customer-facing teams
Andrew Charlesworth, Australasian Manager, Geo AR Games
CUSTOMER ANALYTICS Case study: How we’re enhancing customer relationships through big data and analytics
  • Providing the right information at the right time to teams to manage customer issues/complaints efficiently
  • Not just another number: Delivering personalised support and keeping customers happy through harnessing insights
  • Improving processes to deliver answers to customers and reducing abandonment rate
Phillip Higgins, Big Data Expert, Higgins Consulting
4.40
Summary remarks from the Chair and networking drinks
9.00
Welcome back from the Chair
9.05
CUSTOMER EXPERIENCE Case study: Customer innovation through reimagining our service design
  • Understanding customer problems first before designing end-to-end experiences 
  • Shifting our mind-sets to focus on natural customer flows and collaborating with multiple stakeholders
  • Bringing it back down to the dollar value and overarching strategy
John Perez, ‎Group Manager Customer Omni-Channel Experience and UX, Genesis Energy
DIGITAL EXPERIENCE Mobile is still influential: More than just a channel in your strategy
  • Smartphones have changed our lives: Uncovering a step change in how our customers view and interact with their mobile
  • Deep dive into 8 key personal relationships customers have with their smartphones
  • Where is mobile heading and what does this mean for our digital strategies to drive customer success
Ruth Brown, Head of User Experience, Trade Me
CUSTOMER ANALYTICS Don’t just ‘wing it’: Strategically executing analytics to unlock insights to drive action
  • With data becoming increasingly ubiquitous, how will analytics become the foundation of decision making to best interact with customers
  • Building the ‘customer hub’ infra-structure: The journey to integrating a single view of the customer
  • How analytics and data-driven insights can assist in creating better outcomes for the customer and the business
Ratneesh Suri, Head of Customer Insights, ANZ
9.50
CUSTOMER EXPERIENCE Panel Discussion: Designing great employee experiences to deliver world-class customer experiences
  • How do you build a customer-centric culture in your organisation? 
  • How does employee experience play a role in your customer strategy?
  • What are some of the challenges in creating low-effort and efficient experiences for you customers? 
  • How do you bring insights to action to give your front-line staff a better understanding of customer pain points and improve relationships with your customers? 
  • What are some practical tips and advice on CX you've learnt through your journey? 
Ralf Wittgen, Chief Customer Officer, Promapp Solutions
Miriam Walker, Director of User Experience and Strategy, Digital Arts Network
Moderated by Tony Hillson, Customer Experience Design Director, Service Design NZ
DIGITAL EXPERIENCE Case study: Seamlessly aligning omni-channel experiences to drive effortless customer action
  • Whether it’s a social, digital, app, or an offline touchpoint, ensure each channel interaction delivers high quality customer experiences
  • Creating a household name for NakedBus: Nurturing customer relationships to optimise long-term loyalty
  • Driving customer engagement through effective innovation and integrating cross-channels
Hamish Nuttall, Virtual Chief Digital Officer, Digile.io & Founder, NakedBus
CUSTOMER ANALYTICS Optimising engagement and customer loyalty by modernising your marketing machine
  • Harnessing customer insights through tracking and monitoring digital activity and touchpoints
  • Understanding the customer journey: How automation allows us to deliver the right content at the right time
  • Driving customer success: Utilising metrics to measure loyalty and customer experience 
Ivor Whibley, Head of CRM Solutions, Theta
10.30
Morning break
11.00
How IoT will shape experiences and where they are taking our business capabilities
Michael Dutton, Service Design Lead, Accenture Interactive
11.40
Panel discussion: Harnessing the voice of the customer (VOC) to deliver excellent experiences
  • Why is an ‘outside-in’ view so critical to understand how your customers truly perceive your company and the experiences you provide?
  • So then, how have you gone about building a strategy to establish a customer experience baseline?
  • What are some of the obstacles in designing a VOC framework that truly listens and understands the customer, not the CEO?
  • How do you utilize VOC feedback in process improvements, product design, and measuring satisfaction?
  • How has VOC added value to delivering excellent experiences that drive customer loyalty? 
Paul Linnell, Managing Director, CTMA
Tony Patrick, Head of Customer Experience, Touchpoint
Further panelists to be announced
12.20
Lunch
1.30
Case study: A ‘customer-led’ approach to CX
  • Aligning our strategy with changing customer expectations to continue delivering world-class experiences
  • Taking customer journeys to the next level by simplifying UX for better interaction
  • Data-driven culture: The importance of utilising insights and analytics as the backbone of our strategic decision-making
Jason Delamore, General Manager Marketing & Technology, Auckland International Airport
2.10
International closing keynote: Exceptional experiences that disrupt the norm and delight customers!
  • Creating low effort experiences that connect seamlessly across multiple channels and allow customer success 
  • Accelerating customer innovation by keeping eyes and ears on changing expectations to stay ahead of the curve
  • Benchmarking best practice CX: How to drive the whole organisation to create world-class customer experiences at every touchpoint
Anders Sorman-Nilsson, Futurist and Innovation Strategist, Thinque
2.50
Closing remarks from the Chair
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