Celebrating the people, technology, ideas and innovations that are literally transforming the way businesses make and keep customers

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Customer Experience Innovation & Tech Fest

The world is changing. Customers are more demanding. Customer loyalty is decreasing. New technologies are emerging. And the pressure is on for share of customer – attracting them, keeping them, seducing them. An awesome customer experience can be your most potent differentiator.  Customer Experience has shifted from being a marketing tactic to being a core strategic business function. Technology is the essential tool and enabler of this shift, which is why we are hosting CX Innovation & Tech Fest.

 

 

Meet the Speakers

 
  • Bruce Temkin

    Bruce Temkin

    Customer Experience Transformist, Temkin Group (USA)
     
    CX Trends: What’s Hot and What’s Not

    The landscape of customer experience is ever-changing, as technology, human behaviour, and best practices continue to evolve. You'll hear about the key trends that you will need to focus on to stay current, as well as the ones that you can ignore because they are overblown. Understand where customer experience is heading Identify the priorities for your organisation's CX efforts...

    Read more >
     
  • David Roberts

    Dave Roberts

    Enterprise Transformation, Under Armour (USA)
     
    Under Armour’s Single View of the Customer Affecting Every Part of the Business from Product Design to Sales

    Close to 200 million athletes record their workouts, nutrition, bio-metric information and products and experience preferences on the Under Armour digital platform each day. The data consumed by the platform is processed and analysed to provide personalised recommendations for new products and sports experiences to provide greater consumer engagement. Hear how the relationship between brands and consumers is being reshaped...

    Read more >
     
  • Brandon Ramsey

    Brandon Ramsey

    Director, Business Analytics & Strategy, Golden State Warriors (USA)
     
    Analytics Creates Value for The Customer by Protecting Corporate Strategy

    Analytics are a powerful tool. If utilised improperly, they can lead a company down a long and costly road that includes wasted marketing spend, a digital experience that provides customers with little incremental value and no measurement against corporate strategy. However, when applied with rigor, experimentation and storytelling, it can influence the organisation and hold it accountable for strategic positioning,...

    Read more >
     
  • Christian Bowman CX Tech Fest

    Christian Bowman

    General Manager - CX & Innovation, Ladbrokes Australia
     
    How to Attract and Develop Brand Advocates and Enable Growth

    Developing a customer experience strategy is critical to the sustainable success of any organisation. Most organisations now have some level of awareness in how well they respond to the needs of their customers, but few can really say they can identify and empower advocates beyond measuring intent. In this unique presentation, Christian will demonstrate how his work has enabled brands...

    Read more >
     
  • Steven Odgers

    Steven Odgers

    Head of Distribution Transformation - Retail Banking, ANZ
     
    Digitising Processes for a Better Customer Experience – Customer Centred Design in Action at ANZ

    Many of the traditional processes banking staff use to serve customers are laborious, involving long repetitive paper-based processes, using technology which the customer can’t see nor use - which is quite fortunate in some cases because customers don’t need to see the array of complex systems and actions sometimes required to fulfil customers’ needs. Hear how ANZ’s approach to customer-centred...

    Read more >
     
  • Belinda Dimovski

    Belinda Dimovski

    Director, Customer Experience, Weight Watchers, Australia & New Zealand
     
    Incredible User Experiences Transcend Product, Service or Brand – It Connects Emotionally

    To create an incredible user experience, you need to understand your consumers “why”. In Weight Watchers’ case, why do they want to lose weight? If you are just solving for “to get healthy”, you’ve already lost the consumer to a free app that skims the surface. Only when you have gotten to the “real why” will you be able to...

    Read more >
     
  • David Koccar

    David Koczkar

    Chief Customer Officer, Medibank
     
    Improving Customer Experience by Putting Healthcare in the Hands of the Customer

    The private health insurance industry is highly regulated, highly complex and hasn’t been at the forefront of the revolution in customer experience technology. At Medibank we’ve been asking ourselves how we can overcome technological and cultural barriers to provide our customers with a great experience. In an industry that’s been designed and dominated by medicos and administrators – how do...

    Read more >
     
  • Kaye Herrick

    Kaye Herrick

    Customer Experience Manager, Z Energy (NZ)
     
    The Z Factor – Creating a Culture That Enables Extraordinary Customer Experience

    You know you want to be differentiated on your customer experience but getting traction in culture change space is really challenging. Hear from Z Energy about their journey from being one of the crowd in an industry that is pretty much famous for being the same, to a clear leader in customer experience in NZ. Using research to figure out...

    Read more >
     
  • committee_0005_neal-ross

    Neal Ross

    Director IT & Services, Konica Minolta
     
    Customer Centricity – What Is It and How To Get Started

    How customer centric is your organisation? Thinking about your KPI’s set by your manager, or the KPI’s you use to measure your team, are these measures of outputs, the things that are produced from activities? Successful customer centric organisations measure outcomes, the results of what is produced. It should be no surprise people get very good at doing the things...

    Read more >
     
  • Daniel Flynn

    Daniel Flynn

    Co-Founder and Managing Director, Thankyou
     
    Impossibility is Only Someone’s Opinion. Not a Fact.

    One of the highlights at CX Innovation & Tech Fest is the closing session at the end of Day 1 – this inspiring, passionate story. Deeply affected by the plight of African children and the lack of clean and safe drinking water, Daniel Flynn knew he had to do something. In researching the World Water Crisis, he also discovered this...

    Read more >
     
  • Lisa Samuels

    Lisa Samuels

    Executive - Marketing Strategy, HESTA
     
    HESTA’s Purpose – Inspiring Its People and Connecting Customers

    It’s a funny old thing super. It’s compulsory. Customers usually can’t get it until they retire. That’s why many people just set it, forget it, and hope for the best. Yet super is one of the most important investments most people will ever make. Hear how HESTA, the Industry Super Fund for health and community services, transcends super and creates...

    Read more >
     
  • Niki Buschkuehl

    Niki Buschkuehl

    Head of Insights and Customer Engagement, iSelect
     
    Re-Imagining Customer Experience at iSelect

    At iSelect we’re not afraid to do things differently. From disrupting the health insurance industry and establishing the comparison service category 17 years ago to now becoming Australia’s Life Admin Store, iSelect still values the most important reason for our existence: the customer! Brands like Über and AirBNB have reset customer expectations. Making it easy for the customer is now...

    Read more >
     
  • Andrew Smith

    Andrew Smith

    Customer Advocate & Director of Customer Experience Strategy & Design, Telstra
     
    The Future of Customer Experience

    The future of Customer Experience has long been predicted, sometimes with more accuracy than others. Did Star Trek predict the iPad? One could say yes, they certainly predicted that voice was the best user interface…in fact you can now jailbreak your Amazon Alexa to be able to say ‘Computer…play me some music’. But were these real predictions? Or was it...

    Read more >
     

View All
 
  • CX_0002_Bridgette Dalzell

    "One of the most professional, engaging and well run conferences I have been to. Outstanding!"

    Bridgette Dalzell - General Manager Customer Services, Spark NZ
     
  • Untitled-1_0003_Rudi Khoury

    "This was my second time to the CX Tech Fest, it was an extremely valuable investment in time, with excellent speakers and content, brilliant networking and very well organised."

    Rudi Khoury - General Manager, Global Customer Experience, Fisher and Paykel
     
  • Simon howell

    "The CX Tech Fest 2016 was a great investment of our time. We had many team members attend and we all gained enormous value from the content. We left feeling energised and inspired and will definitely be back next year. Thank you!"

    Simone Howell - General Manager, Customer Experience Office, Telstra Retail
     
  • Lisa-Dibbs-300x300

    "This was the best conference I’ve attended. It provided me with mountains of practical, thought provoking take homes!"

    Lisa Dibbs - Director of Marketing, Mater Health Services
     
 
 

Thanks to all our sponsors

 
  •  
    SAP Hybris
     
    Premier Partner
     
  •  
    MaritzCX
     
    Premier Partner
     
  •  
    Genesys
     
    Transformation Partner
     
  •  
    Merchants
     
    Transformation Partner
     
  •  
    Marketo
     
    Transformation Partner
     
  •  
    Oracle
     
    Transformation Partner
     
  •  
    Medallia
     
    Transformation Partner
     
  •  
    InQuba
     
    Transformation Partner
     
  •  
    Zendesk
     
    Transformation Partner
     
  •  
    Confirmit
     
    Transformation Partner
     
  •  
    ServiceNow
     
    Transformation Partner
     
  •  
    NICE Systems
     
    Interaction Partner
     
  •  
    Freshdesk
     
    Interaction Partner
     
  •  
    Resonate
     
    Interaction Partner
     
  •  
    Qualtrics
     
    Exhibitor
     
  •  
    Adobe
     
    Exhibitor
     
  •  
    Telstra
     
    Exhibitor
     
  •  
    Call Journey
     
    Exhibitor
     
  •  
    BluLeader
     
    Exhibitor
     

CX Trends: What’s Hot and What’s Not

The landscape of customer experience is ever-changing, as technology, human behaviour, and best practices continue to evolve. You'll hear about the key trends that you will need to focus on to stay current, as well as the ones that you can ignore because they are overblown.

  • Understand where customer experience is heading
  • Identify the priorities for your organisation's CX efforts
  • Spark some innovative ideas for your CX efforts
  • Gain confidence in setting your long-term CX plans
  • Avoid wasting time on over-hyped ideas and concepts
Companies are doing a myriad of CX initiatives, and doing them well. Bruce will help you assess whether you're focusing on the right things! And if not, show you how to recalibrate your strategy to get on track. Bruce will delve into five areas revealing misconceptions as well as key strategies:
  1. Customer Insights
  2. Experience Design
  3. Digitisation
  4. Metrics (like NPS)
  5. CX Organisations
Bruce Temkin is a CX Transformist, co-founder of the Customer Experience Professionals Association and is widely regarded as one of the world’s leading experts in customer experience. His work has accelerated the customer experience journeys for 100’s of organisations. He has also published many seminal research reports such as “The ROI of Customer Experience”, “The Future of Customer Experience”, and “The Four Customer Experience Core Competencies”. Read more from Bruce: Q&A with Bruce Temkin Putting Emotion Back Into Customer Experience  

Under Armour’s Single View of the Customer Affecting Every Part of the Business from Product Design to Sales

Close to 200 million athletes record their workouts, nutrition, bio-metric information and products and experience preferences on the Under Armour digital platform each day. The data consumed by the platform is processed and analysed to provide personalised recommendations for new products and sports experiences to provide greater consumer engagement. Hear how the relationship between brands and consumers is being reshaped to provide a tighter relationship and proactive interactions in product design, inventory management, marketing and sales experiences around the world.

Analytics Creates Value for The Customer by Protecting Corporate Strategy

Analytics are a powerful tool. If utilised improperly, they can lead a company down a long and costly road that includes wasted marketing spend, a digital experience that provides customers with little incremental value and no measurement against corporate strategy. However, when applied with rigor, experimentation and storytelling, it can influence the organisation and hold it accountable for strategic positioning, marketing, goals and values.

  • Focus on big action – not big data
  • Stay nimble and have fast feedback loops to identify non-intuitive drivers of success
  • Democratise analytics for accountability and transparency (keep it simple, consistent and focused)
  • Analytics used the right way can help set a company’s vision priorities and alignment
  • Essence of corporate strategy is what not to do (avoid off strategy revenue opportunities)
  • Without an impartial analytics process, a company can succumb to the “highest ranking opinion” method
Three key take-away points:
  1. Analytics helps refine the product. You succeed by adding value – not reducing costs
  2. Fulfil your brand promise and values, stand for them, defend them and measure them
  3. Never ask a customer to do something that is not in their best interest

How to Attract and Develop Brand Advocates and Enable Growth

Developing a customer experience strategy is critical to the sustainable success of any organisation. Most organisations now have some level of awareness in how well they respond to the needs of their customers, but few can really say they can identify and empower advocates beyond measuring intent. In this unique presentation, Christian will demonstrate how his work has enabled brands he’s worked with to build an active army of marketers through simple yet effective methods and enhancing their existing customer touchpoints. Showing examples of how being clear on your identity and how facilitating environments for learning can attract brand advocates and enable market growth.

  • Aligning your CX programs to your vision and purpose
  • Balancing innovation leadership with customer desires
  • The importance in being clear on who you are and who you are not
  • Introducing voice of customer program including NPS and on-demand real-time video personalisation
  • The impact of UI and conversion analytics and testing while rolling out innovation strategy which connects customer and product development
  • Asking the right questions to get the right answers
  • Creating emotional moments of impact with both digital and analogue activities
  • The future in CX is in crafting your identity
Three key take-away points:
  1. Identifying the “1 percenters” in your customer journeys
  2. Learn how to solve big business problems by solving customer problems
  3. The relationship between brand identity and customer advocacy

Digitising Processes for a Better Customer Experience – Customer Centred Design in Action at ANZ

Many of the traditional processes banking staff use to serve customers are laborious, involving long repetitive paper-based processes, using technology which the customer can’t see nor use - which is quite fortunate in some cases because customers don’t need to see the array of complex systems and actions sometimes required to fulfil customers’ needs. Hear how ANZ’s approach to customer-centred design has enabled the delivery of tools, including the new ‘banker desktop’, which has dramatically improved interactions between customers and bankers.  The ‘banker desktop’ team at ANZ pioneered agile methodologies almost four years ago and has enabled effective data capture and re-use to avoid asking customers for the same information more than once.  From an interaction of up to a 60-minutes in branches for customers to obtain a personal loan with hundreds of input fields, to a new 12-minute personal loan with only six new fields for existing customers, ANZ’s banker desktop represents a transformed experience for customers and bankers. Attend this session and hear real insights on digitisation and practical benefits from agile delivery.  Hear how ANZ is addressing cultural changes and well-entrenched behaviours and successfully implementing human-centred designs.

  • Customer centred design in action – it didn’t work perfectly at first but now immeasurably improved interactions between customers and bankers
  • Progressing towards an agile development culture within ANZ
  • Working closely with partners to deliver step-change experiences, without significant core infrastructure changes
  • Delivering alignment across human and digital channels in line with strategy

Incredible User Experiences Transcend Product, Service or Brand – It Connects Emotionally

To create an incredible user experience, you need to understand your consumers “why”. In Weight Watchers’ case, why do they want to lose weight? If you are just solving for “to get healthy”, you’ve already lost the consumer to a free app that skims the surface. Only when you have gotten to the “real why” will you be able to design the experience that creates a connection with a consumer… a revenge body, a yearning to get pregnant, a medical concern.  When you understand the individual why, you can create an experience that establishes a connection and design a service around their motivation.

  • Creating emotional connections with the consumer
  • Should you ask your consumer to design the experience with you
  • The value of data and insights in designing experiences
  • Digital versus analogue – how to utilize both in experience design
  • Daily interactions - How personalized do you need to get?
  • Are incredible user experiences enough to complete against “free” competitors?
Three key take-away points:
  1. Creating an emotional connection and WOW moments for consumers is essential to remain competitive – no matter what industry you are in
  2. Create experiences with the Seth Godin quote at the centre of everything you do, People are no longer buying goods and services, they’re buying relations, stories, and magic”’
  3. How to create cross product engagement across the whole user experience

Improving Customer Experience by Putting Healthcare in the Hands of the Customer

The private health insurance industry is highly regulated, highly complex and hasn’t been at the forefront of the revolution in customer experience technology. At Medibank we’ve been asking ourselves how we can overcome technological and cultural barriers to provide our customers with a great experience. In an industry that’s been designed and dominated by medicos and administrators – how do we put control of the customer’s experience of the healthcare system back in their hands?

  • See examples of what’s frustrated customers, and if you’re a customer, tell us what’s frustrated you
  • Learn why the least sexy work – building the right foundations – is the most important
  • Cultural change should be big! And the jargon has got to go.
  • A vision to give control back to our customers, with live demonstration
Three key take-away points:
  1. Contact with and empathy for customers is where it all starts and ends
  2. The thankless behind-the-scenes work on building solid foundations is what your customers will never see but will underpin almost every interaction you have with them – so embrace the tough slog
  3. If you’re going to change a culture, change the way you talk and improve the way you listen

The Z Factor – Creating a Culture That Enables Extraordinary Customer Experience

You know you want to be differentiated on your customer experience but getting traction in culture change space is really challenging. Hear from Z Energy about their journey from being one of the crowd in an industry that is pretty much famous for being the same, to a clear leader in customer experience in NZ.

  • Using research to figure out what your customers want in the first place
  • What you have to let go of to nurture the growth of a customer centric culture
  • What the key drivers to employee engagement are
  • Making your customers ‘sticky’ by nurturing a customer-centric culture
  • Tips for having your measures (NPS or similar) be trusted, valued and used to help drive the outcome for the customer
  • Tips for implementing a sustainable programme
Three key take-away points:
  1. A clear understanding of what is required of leaders to create and sustain the desired culture
  2. The importance of employee engagement and tips for making a difference in this area
  3. What a really good, sustainable training programme looks like

Customer Centricity – What Is It and How To Get Started

How customer centric is your organisation? Thinking about your KPI’s set by your manager, or the KPI’s you use to measure your team, are these measures of outputs, the things that are produced from activities? Successful customer centric organisations measure outcomes, the results of what is produced. It should be no surprise people get very good at doing the things that we measure them on. This can lead to an organisation where people are working hard and are doing things right, however they may not be doing the right things! Management struggle to understand why customer satisfaction levels and loyalty are not changing for the better even though KPI’s are met. In our ever more connected world customers have never has some much choice and access to information. Being customer centric is nothing new but with the rise of the prosumer and social media, people have no hesitation in telling their networks just how good or bad our organisations are to do business with. In this presentation, Neal will share their journey, the good the bad and the failures, toward becoming an out-side-in customer centric organisation.

Impossibility is Only Someone’s Opinion. Not a Fact.

One of the highlights at CX Innovation & Tech Fest is the closing session at the end of Day 1 – this inspiring, passionate story. Deeply affected by the plight of African children and the lack of clean and safe drinking water, Daniel Flynn knew he had to do something. In researching the World Water Crisis, he also discovered this startling stat: Australians spend $600 million on bottled water each year! The injustice of these two facts inspired Daniel to marry these two extremes in the form of a bottled water company, existing for the sole purpose of funding safe water projects. Daniel co-founded Thankyou™ at 19 with his then-girlfriend (now wife!) Justine Flynn, and best mate Jarryd Burns. They had a simple idea: what if purchasing everyday items like bottled water, food and body care products could provide life-changing solutions for the millions of people living in poverty? This is an extraordinary human story of perseverance about three kids from Melbourne with zero business experience and the shared belief that we all have the power to change stuff. Their journey is a bumpy ride of gut-wrenching decisions, wild mistakes and daring moves into business, marketing, social enterprise and beyond.

HESTA’s Purpose – Inspiring Its People and Connecting Customers

It’s a funny old thing super. It’s compulsory. Customers usually can’t get it until they retire. That’s why many people just set it, forget it, and hope for the best. Yet super is one of the most important investments most people will ever make. Hear how HESTA, the Industry Super Fund for health and community services, transcends super and creates value for customers before they retire. How the Fund’s purpose aligns it’s brand, culture and customer experience. And how this delivers membership growth for HESTA, in a market place where growth is negative.

  • Is purpose more important in some categories than others?
  • How HESTA builds purpose into everything it does
  • An example of how HESTA transcends super to create value today
  • Alignment between brand and culture
  • How the Fund’s purpose delivers results
Three key take-away points:
  1. Build purpose into your role, team and organisation, no matter what level you are at
  2. How purpose can connect employees and customers
  3. How content can make this happen

Re-Imagining Customer Experience at iSelect

At iSelect we’re not afraid to do things differently. From disrupting the health insurance industry and establishing the comparison service category 17 years ago to now becoming Australia’s Life Admin Store, iSelect still values the most important reason for our existence: the customer! Brands like Über and AirBNB have reset customer expectations. Making it easy for the customer is now expected, but doing the heavy lifting for them will set iSelect apart. This rare glimpse under the iSelect ‘hood’ will reveal unique insights into reducing customer friction, providing an effortless experience and how iSelect’s proprietary iConnect modelling toolkit is helping to achieve this. And that’s just the start. iSelect has now embarked on a CX transformation that will re-imagine the way we serve customers.

  • From humble beginnings to big plans at iSelect
  • The iSelect customer journey
  • How iSelect is using analytics to personalise experiences
  • iSelect CX in action: a live demonstration
  • Omni channel at iSelect
Three key take-away points:
  1. The case for linking the brand promise with CX
  2. Do the heavy lifting for the customer through data and analytics
  3. Omni-channel is here and now and will only get bigger

The Future of Customer Experience

The future of Customer Experience has long been predicted, sometimes with more accuracy than others. Did Star Trek predict the iPad? One could say yes, they certainly predicted that voice was the best user interface…in fact you can now jailbreak your Amazon Alexa to be able to say ‘Computer…play me some music’. But were these real predictions? Or was it simply an early use of human-centred design thinking? In this fun discussion (with occasional serious bits), Andrew Smith, a Customer Experience Strategist with Technology company Telstra, explores the different signs and ideas that are on show and discuss the future of Customer Experiences, as well as his and other companies are introducing customer experience into their company’s culture. Three key take-away points:

  1. How are customers behaviours changing, and discuss some crazy ideas about whats next?!
  2. The role that human-centred thinking has to play in Customer Experience
  3. How to introduce Customer Experience into organisations that aren’t doing it properly, and how to tackle the most common blockers