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Sunday 29th July
6:00 PM - 6:30 PM
Registration
6:30 PM - 7:30 PM
JumpStart Networking Session
Monday 30th July
7:45 AM - 8:20 AM
Registration/Arrival Tea & Coffee/Exhibition Viewing
8:20 AM - 8:35 AM
Conference Opening & Welcome
8:35 AM - 9:25 AM
Manipulating the Masses for Fun and Profit - NextGen CX, Sales, & Marketing
OPENING KEYNOTE
Dr JT Kostman
AI Expert and Data Strategist, AI Symbiote (USA)
9:30 AM - 10:20 AM
BEYOND RESEARCH SILOS: A Call for Holistic Person-Centric Research Approach in Business
KEYNOTE
Alex Genov
Head of Customer Research, Zappos (USA)
10:20 AM - 11:05 AM
Morning Tea & Coffee/Exhibition Viewing
11:05 AM - 11:55 AM
Creating Truly Luxurious Experiences
Ana Brant
Director of Global Guest Experience & Innovation, Dorchester Collection (USA)
Mastering Customer-Centric Culture and the Employee Experience
Michael Barnes
VP, Research Director, Forrester
Taking The Brave Step Forward - Advancing Past CX Measurement and Towards Action
Franca Venetico
Director Customer Experience Transformation, Medibank
Building an Effective Voice of Customer Strategy for Your Organisation
Robin Meijer
Senior Customer Success Manager Asia-Pacific, Usabilla
12:00 PM - 12:50 PM
The CEO View of Customer Experience
PANEL SESSION
Michelle Dixon
- CEO, Maddocks
& Brad Howarth
- Journalist and Commentator
& Andrew McGuigan
- CEO, Krispy Kreme
& Eric Morris
- CEO, The PAS Group
Achieving High Touch Moments in a High-Tech World
Heather Figallo
Sr. Director, Innovation, Design & Entrepreneurship - Southwest Airlines (USA)
Achieving Strategic CX Change
Robert Glennon
Group Director Customer Experience, MyRepublic
Building CX Momentum and Maintaining a Growth Trajectory
Kiri Burgess
Head of Customer Insights, Foxtel
12:50 PM - 2:00 PM
Lunch & Exhibition Viewing
2:00 PM - 2:50 PM
Deliver Success, Effort and Emotion While Leveraging AI
Jason Bradshaw
Director Customer Experience, Volkswagen
Use What You Have, Do What You Can: From Data to Insight
Sam Harris
General Manager - Insights and Customer Experience, HESTA
A Customer-Focused Mindset – Applying the International Customer Service Standard
Anouche Newman
CEO, Customer Service Institute of Australia (CSIA)
2:55 PM - 3:45 PM
A Case for Branded Personas in Connected Devices
Wally Brill
Head of Conversation Design Advocacy & Education, Google (USA)
Closing the Data-Action Loop – Translating Data Beyond Insights into Action
Kshira Saagar
Head of Data Sciences and Analytics, THE ICONIC
Great Service Starts Inside - How the Warehouse Group Built and Scaled a Service Culture
d'Artagnan Kennedy
Continuous Improvement Specialist People Support, The Warehouse Group (NZ)
Machine Learning and AI: Your New Weapons in the Omnichannel World
Rod Moynihan
Director of Sales ANZ, Zendesk
3:45 PM - 4:25 PM
Afternoon Tea & Coffee/Exhibition Viewing
4:25 PM - 5:15 PM
Extraordinary & Enduring Cultures – How to Attract the Best and Keep Them
KEYNOTE
Professor Paddy Upton
Human Performance Expert and International Cricket Coach
5:15 PM - 7:15 PM
Networking Drinks
Tuesday 31st July
7:15 AM - 8:15 AM
Join the Yoga Flow
Fiona Weston
Founder of ‘Your Health Coach’ - Yoga, Pilates & Meditation Instructor and Health Coach
Meditation in the Workplace: A Practical Guide
Tomas Jajesnica
Chief Meditation Officer, www.MrMeditate.com
8:30 AM - 9:00 AM
Arrival Tea & Coffee
9:00 AM - 9:40 AM
Executive Panel Session - The Winner Takes it All
KEYNOTEPANEL SESSION
Ana Brant
- Director of Global Guest Experience & Innovation, Dorchester Collection (USA)
& Dr JT Kostman
- AI Expert and Data Strategist, AI Symbiote (USA)
& Paul Harapin
- Senior Vice President and General Manager, Domo
9:40 AM - 10:20 AM
Morning Tea & Exhibition Viewing
10:20 AM - 11:10 AM
CX Data Analytics: The Future Is Now!
Dr JT Kostman
AI Expert and Data Strategist, AI Symbiote (USA)
Successful Employee and Customer Experience at Dymocks
Paul Swain
Group Head of HR, Dymocks Group
Customer Success in 2018!!
Graham Hawkins
Founder & CEO, SalesTribe
Uncovering the Value of Insight-Driven Business
Peter Harris
EVP and Managing Director, Asia Pacific, Vision Critical
11:15 AM - 12:05 PM
Fireside Q&A: Getting Under the Bonnet at Zappos
Alex Genov
- Head of Customer Research, Zappos (USA)
& Brad Howarth
- Journalist and Commentator
Operationalising Luxury Experiences
Ana Brant
Director of Global Guest Experience & Innovation, Dorchester Collection (USA)
Using the Data You Have, Instead of Waiting for the Data You Want
Meghan White
General Manager CX/UX and Design, Spark NZ
How to Rapidly Adapt to Customer Behaviour
Dan Ross
Managing Director, Optimizely ANZ
12:05 PM - 1:15 PM
Lunch & Exhibition Viewing
1:15 PM - 2:05 PM
A Conversation with Google
Wally Brill
Head of Conversation Design Advocacy & Education, Google (USA)
Implementing a Solid CX Program – Taking Action on the Right Measures, Not Chasing the Number
Scott Downing
Chief Customer Officer, Rockend
How Artificial Intelligence Can Transform Customer Experience
Gaetan Germain
Senior Manager – Service Design, Optus
2:10 PM - 3:00 PM
Enabling Our Employees to Deliver Astounding Customer Experiences
Heather Figallo
Sr. Director, Innovation, Design & Entrepreneurship - Southwest Airlines (USA)
Applying Digital Thinking to a Multi Channel Business by Putting the Customer First
Russell Schulman
Chief Marketing Officer, AUNZ, Krispy Kreme Australia & New Zealand
3:00 PM - 3:30 PM
Afternoon Tea & Exhibition Viewing
3:30 PM - 4:15 PM
Humanising AI: Transforming Computer Human Interactions
KEYNOTE
Greg Cross
Co-Founder/Chief Business Officer, Soul Machines (NZ)
4:15 PM - 4:20 PM
Conference Close

Quicklinks


Innovation & Tech Fest Series


The Eventful Group


Date
30 - 31 July, 2018

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