Filter by Date
Nothing found
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
Tom Champion
Senior Analyst, Forrester
Using the Data You Have, Instead of Waiting for the Data You Want
Meghan White
General Manager CX/UX and Design, Spark NZ
Interactive Discussion: Building an Effective Voice of Customer Strategy for Your Organisation
12:00 PM - 12:50 PM
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
A Customer-Focused Mindset – Applying the International Customer Service Standard
Anouche Newman
CEO, Customer Service Institute of Australia (CSIA)
Interactive Discussion: Delivering End-To-End, Seamless Customer Experiences
12:50 PM - 2:00 PM
Lunch & Exhibition Viewing
2:00 PM - 2:50 PM
A Case for Branded Personas in Connected Devices
Wally Brill
Head of Conversation Design Advocacy & Education, Google (USA)
Use What You Have, Do What You Can: From Data to Insight
Sam Harris
General Manager - Insights and Customer Experience, HESTA
Implementing a Solid CX Program – Taking Action on the Right Measures, Not Chasing the Number
Scott Browning
Chief Customer Officer, Rockend
Interactive Discussion: Measure Your Current Employee Engagement
2:55 PM - 3:45 PM
The CEO View of Customer Experience
PANEL SESSION
Brad Howarth
- Journalist and Commentator
& Andrew McGuigan
- CEO, Krispy Kreme
& Eric Morris
- CEO, The PAS Group
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)
Interactive Discussion: Embed A Culture of Experimentation
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)
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)
Applying Digital Thinking to a Multi Channel Business by Putting the Customer First
Russell Schulman
Chief Marketing Officer, AUNZ, Krispy Kreme Australia & New Zealand
How Artificial Intelligence Can Transform Customer Experience
Gaetan Germain
Senior Manager – Service Design, Optus
Interactive Discussion: Really Getting to Know Your Customer
11:15 AM - 12:05 PM
Fireside Q&A: Getting Under the Bonnet at Zappos
Alex Genov
Head of Customer Research, Zappos (USA)
Operationalising Luxury Experiences
Ana Brant
Director of Global Guest Experience & Innovation, Dorchester Collection (USA)
Enabling Our Employees to Deliver Astounding Customer Experiences
Heather Figallo
Sr. Director, Innovation, Design & Entrepreneurship - Southwest Airlines (USA)
Interactive Discussion: Enabling Your Teams to Work Smarter
12:05 PM - 1:15 PM
Lunch & Exhibition Viewing
1:15 PM - 2:05 PM
A Happy Family - Does Engaged Employees Equal Great Customer Experience
PANEL SESSION
Heather Figallo
- Sr. Director, Innovation, Design & Entrepreneurship - Southwest Airlines (USA)
& Brad Howarth
- Journalist and Commentator
Interactive Discussion: Viewing Real Actionable Customer Insights
2:10 PM - 3:00 PM
Interactive Discussion: Achieving Seamless Omni Channel Experiences
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

© Copyright 2017, All Rights Reserved

Stay Connected #cxtechfest#CXTechFest