The Customer Summit 2018

Leading the customer revolution

29 - 30 May 2018Grand Millennium, Auckland
Event Details


Registration and Coffee
Welcome from the Chair
Max Adler, Service Designer, The Service Design Company
Opening Keynote: The evolution of customer experience
  • Understanding societal shifts and their impact on customer expectation and engagement
  • Opportunity to innovate with disruption – utilising technological trends to create personalised and meaningful engagement
  • What are the trends defining the customer of the future?
  • Examining the convergence between engagement and experience
Chris Walls, Head of CRM, Sephora Digital SEA
Designing a CX strategy for people: The future of customer experience
  •  Realigning company strategy and culture with an overarching CX vision
  • The path to implementation - utilising CX strategies to create authentic benefits to both employees and customers
  • Creating future-proofed CX strategies that meet the needs of the future customer
Dan Fischer, Senior Manager, Digital Experience and Services & Qantas
Morning Break
Panel Discussion: Advancing and embodying customer experience
  • Evolving leadership skills to drive CX change within organisations
  • Cracking the code – discovering customer’s needs, wants and desires through data-driven insights
  • Effectively utilising feedback and creating innovative opportunities that enhance customer touchpoints
  • Avoiding silos - embedding the customer vision across the organisation
  • Establishing a client-centric culture within your workplace
David Hughes, General Manager e-Commerce and Customer Insights, Briscoe Group
Fostering a CX environment of trust, privacy and authenticity
  • Interpreting customers’ expectations around data privacy and building an environment of trust
  • Leading privacy change when approaching customer data and increasing touchpoints to proactively address barriers
  • Satisfying customer needs by building an environment of trust
Wayne Pick, Executive Creative Director CX, Colenso BBDO
Stream Sessions Start
Leadership and Strategy

Cultures, strategies and pathways to enhance the customer experience

Digital and Technology

Uncovering new technologies changing digital landscape for enhanced CX

Leadership and Strategy
The ‘must haves’ in building a customer-centric organisation
  • Governance, capabilities and frameworks which have enabled successful customer change
  • Creation of new mechanisms to validate work stream value and $millions in customer benefits
  • The evolution of VOC capability to collect better customer feedback
Digital and Technology
AI and the impact on your digital journey: A real world example

How AI fits into your digital experience, and where front-running organisations are already finding a competitive advantage

  • How to get started with limited effort, time, and investment, choose the right path for your organisation, and get buy in from your senior leaders for AI projects    
  • AI mistakes, pitfalls, and horror stories (and how to avoid them)
Eduard Liebenberger, Head of Digital, Jade Software
Leadership and Strategy
A pragmatic guide to delivering stuff the HCD way
  • Using Beta as a soft launch and a way to try things and fail early
  • Believing that good enough is good enough - balancing pragmatism and idealism
  • Being agile (in the loose sense of the word) and changing what needs to be changed
Tania Hockings, Digital Product Owner and Content Lead, ACC (Co-presenting)
Amy Stoks, Human-centred Design Practitioner, Affinity UX
Digital and Technology
Sweat the small stuff: Why every customer’s voice matters

A case study exploring how Westpac’s focus on enhancing the customer experience in their mobile app led to increased customer satisfaction, usage and sales.

Rhiannon White, Chief Digital Officer, Westpac
Afternoon Break
A start-up case study: Ando Insurance Group

How a new, owner-operated insurance business is competing with huge global and regional corporates.

  • Using partnering and technology to overcome barriers to entry and gain competitive advantage.
  • Merging new innovations into a traditional industry and the challenges of B to B innovation.


John Lyon, CEO, Ando Insurance

Get hands-on with the opportunity to jump into 2 focussed discussion groups, facilitated by thought leaders within this topic. Delegates will have an opportunity to select up to 2 topics and change tables after the first 40-minute session.

Table 1: Creating customer-centric journey maps
Table 2: Nurturing a CX-driven organisational   culture
Table 3: Measurement tools to measure the effectiveness of CX initiatives
Table 4: Redefining digital experience through AI
Table 5: Optimising consistency across touchpoints
Table 6: Extending your brand strategy to include CX
Table 7: Establishing a data-driven CX strategy
Table 8: Designing end-to-end customer experiences

The leaky bucket of failed customer experience

A story of how customer experience can strengthen or destroy customer retention and the importance of the post-purchase buyer journey.

Kirsty Weir, Director, Rough Sketch
Summary remarks from the Chair and networking drinks
Welcome back from the Chair
Leadership and Strategy
Digital and Technology
Leadership and Strategy
The 5 Secrets to CX Success
  • You never know what someone is thinking… until you ask
  • Don’t treat the symptoms when you can cure the disease
  • Always consider the precedent
  • Take an Agile approach to innovation
  • Own it
Nicole Scheid, Digital Retailing Manager, Air New Zealand
Digital and Technology
UX in your pocket: How UX drives the mobile world

Do or die - Why UX is so important for mobile app design

  • The new most valuable commodity
  • What the future will bring and how it will change UX
Leadership and Strategy
Customer-centricity: Meeting the growing demands of personalised experiences
  • Embracing the opportunities of market disruption by delivering sustainable competitive differentiation
  • Accelerating customer expectations by going deeper than surface demographics
  • Utilising existing customer data to redefine approaches through personalisation
Rob Brough, Digital Experience Consultant, Solnet
Digital and Technology
The continued promise of IoT: Transforming customer experiences
  • Utilising IoT, sensors and location-based services to create compelling experiences  
  • Combining IoT and AI technology with creative business thinking to develop innovative service offerings
Jonathan Miller, National Tech Network Manager - Data & IoT, Callaghan Innovation
Morning Break
Leadership and Strategy
Designing for change: With people, for people.
  • Happy staff, happy customers: Embedding a customer-centric culture to enable innovation
  • Engagement, empathy, and experience design - empowering staff to design meaningfully for customers
  • Lessons and learnings to achieve user-driven service transformation in your organisation
Pip Loader, Manager: Co-design & Innovation Lab, Tauranga City Council (Co-presenting)
Sarah Clearwater, Founding Director, REFFRAMR
Digital and Technology
AI-enabled chatbots: Taking customer engagement to the next level

Enhancing customer experience with chatbots and virtual assistants

  • Chatbot basics and best practices - where and when are chatbots best to deploy?
  • Chatbots tactics as part of a customer strategy
Andrei Link, CEO, Active Associate
Leadership and Strategy
Case Study: CX transformation journey
  • Moving beyond slick interfaces to transformative business and delivering on rewards
  • Enabling processes and technology to set employee mind-sets and behaviours
  • Acknowledging the fuller customer experience 
Tim Aynsley, Director – Digital & Core, IAG
Digital and Technology
The Mobility journey of the New Zealand Police
  • The history of NZP and mobility
  • Mobility as a key enabler to deliver on Police’s strategy
  • End-user engagement is vital
  • Prepare for your innovation success
  • Executive buy-in is crucial
  • Invest in Strategic partnerships
Superintendent Rob Cochrane, Director: Mobility and Innovation, New Zealand Police
Lunch Break
Leadership and Strategy
Moving forward and building a foundation of success following adversity
  • PLAN: Identification and Interpretationof customers’ expectations
  • LISTEN: Acknowledging errors and taking customers’ views into account
  • RESTART: Creating a service standard to meet customers’ needs and expectations going forward
  • FORWARD: Building a record of excellence and maintaining solutions
Vaughan Thomas, National Team Lead, Customer Love & Geneva Health
Digital and Technology
Data-driven story telling
  • Cohesive stories using data visualisations and narratives
  • Comprehending customer journeys using data
  • Zooming in on data ‘fit’ for human consumption
  • Actions from data that is insightful, exciting and helpful
Mpatisi Moyo, Data Scientist
Leadership and Strategy
Stories from the digital front line: Your customer at the heart
  • Make customers part of the family
  • Develop commercial omni-channel strategies that bridge the physical and digital
  • Build deeper customer relationships
Frank Owen, Director & Customer Strategist, Owen Partners
Digital and Technology
End to end user experience: Assessing successful CX
  • Acting proactively to benchmark what CX success means to you
  • Collection, analysis and defining metrics to drive ROI
  • Introduction of technologies to sustain real-time and on-demand insights to translate data into action
Afternoon Break
The Customer as Co-Creator
  • Delivering a great customer experience requires a deep understanding of your customers
  • How do you apply Design Thinking, Lean and Agile Principles
  • The Energy Industry is changing rapidly with renewable energy,  electric vehicles, Solar Power
  • Come and hear how Genesis has created a Local Energy Community to make the Customer a partner in the creation of new products and service
John Perez, ‎Group Manager Customer Omni-Channel Experience and UX, Genesis Energy
Closing Keynote: Humanising computing with Soul Machines - The forefront of AI and CX

Soul Machines is leading the way in using emotional & artificial intelligence to improve CX, revolutionising the face of user interfaces to create a more human experience. Soul Machines is pioneering the way in humanised computing with their Virtual Nervous System™, Digital DNA™, Cognitive EI™ & Virtual Humans™.

  • Enhancing CX at critical pain points through Cognitive EI
  • Democratising high value personalised experiences.
  • Delivering new brand experiences through interactive virtual employees
Liam Malone, Business Development Manager, Soul Machines
Closing remarks from the Chair and close of Conference
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