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 Tech Fest.
Meet the first 8 speakers
The Next Generation of CXMore information >>
Building a Customer Centric CultureMore information >>
Translating Data into Business ValueMore information >>
Attaining the 360 Degree View of the CustomerMore information >>
Selecting and Implementing Technology Solutions to Deliver on Customer ExperienceMore information >>
"One of the most professional, engaging and well run conferences I have been to. Outstanding!"
"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."
"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!"
"This was the best conference I’ve attended. It provided me with mountains of practical, thought provoking take homes!"
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.
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”.
What’s a CX Leader – Your Playbook for Evaluating CX Vendors!
In the past several years’ customer experience has gained mass appeal and recognition in business. That’s great for us CX practitioners. Alongside that growth has also been a corresponding surge of technology solutions that can help us practitioners meet our CX goals. Now the landscape is vast and the vendors in the CX space are very small and often times very young. The process of finding the right vendor can be a daunting and time consuming one. So what’s a CX leader to do?
This session will give you the tools you’ll need to understand your CX technology needs and how to evaluate and select the best vendor to meet those needs.
- Understand your CX needs and organisational maturity
- Document these needs in use cases or high-level business requirements
- Research which technologies play in that CX area
- Conduct vendor outreach and utilise a framework to evaluate vendors
- Select vendor and implement
Three key take-away points:
- Shifting the mindset that technology is the holy grail
- A playbook for evaluating CX vendors - walk away with an approach to evaluate and implement the right technology partner for your customer experience priorities
- Stop seeing vendors as vendors and more as strategic partners
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:
- Analytics helps refine the product. You succeed by adding value – not reducing costs
- Fulfil your brand promise and values, stand for them, defend them and measure them
- 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 at Ladbrokes has built an active army of marketers for the brand through simple yet effective methods, utilising their existing customer programs. 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:
- Identifying the “1 percenters” in your customer journeys
- Learn how to solve big business problems by solving customer problems
- The relationship between brand identity and customer advocacy
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:
- A clear understanding of what is required of leaders to create and sustain the desired culture
- The importance of employee engagement and tips for making a difference in this area
- 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 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.