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 the 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.

 

 

Speakers

 
  • Tony Hughes

    Tony Hughes

    Author and Speaker, tony@rsvpselling.com (AUS)
     
    Bringing Customer Experience to Life

    Sales Process Meets the Buyers Journey with Sales & Marketing Alignment Truly understanding your customer is an essential ingredient for making customer experience come alive. Identifying the right customer personas and mapping buyer journeys enable sales and marketing teams to create the right content and engagement strategies. This presentation addresses all these factors and provides practical examples of how sales...

    Read more >
     
  • Andrew Vorster

    Andrew Vorster

    Foresight Consultant, AndrewVorster.com (UK)
     
    Do You REALLY Know Who I Am?” – Data-DrivenCustomer Experiences

    Consumer appetite for technology adoption seems to show no bounds, generating new opportunities to provide rich and deeply personal customer experiences. Andrew will share a very personal journey that illustrates just how badly some organisations miss out on this opportunity and will challenge you to consider how much better you could do while striking a balance between “creepy or cool”....

    Read more >
     
  • Shaun Ray

    Shaun Ray

    Head: Client Experience, Capitec Bank
     
    Telling your Story in the Cloud. The Next Chapter in Client Experience Marketing

    In a digitally led era, it can be overwhelming to make strategic decisions that are sure to improve the experiences clients actually have with your brand. This presentation will unpack some of the challenges facing practitioners today and provide considerations for leveraging technology investments. This presentation offers practical advice and fresh perspectives on technology platforms in the CX landscape, based...

    Read more >
     
  • Mare Louw

    Maré Louw

    Head of Customer, Woolworth’s Financial Services
     
    Creating Customer Experience Obsession and Why it Starts with You!

    Creating a CusCustomer-Obsessed Culture – What do you do if your brand demands exceptional quality, and your customers expect you to BE THE DIFFERENCE? You do the only thing that will create magic - you become CUSTOMER OBSESSED! This presentation focuses on the practical things your organisation can do to transform thinking and business culture. And it starts with LISTENING,...

    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
     
 
 

Produced by

 
  •  
    The Eventful Group
     
    Produced by
     

Bringing Customer Experience to Life

Sales Process Meets the Buyers Journey with Sales & Marketing Alignment Truly understanding your customer is an essential ingredient for making customer experience come alive. Identifying the right customer personas and mapping buyer journeys enable sales and marketing teams to create the right content and engagement strategies. This presentation addresses all these factors and provides practical examples of how sales and marketing can collaborate to attract and engage buyers early through education and insight. This presentation also covers: • Practical ‘social selling’ strategies where ‘social marketing’ versus ‘social selling’ is clearly defined. • Collaborative Content publishing strategies that bring sales and marketing teams together to deliver results. • Customer win reviews to identify the most important trigger events for ‘social listening’ to strategically create ‘early stage’ sales pipeline. Key Takeaways: • Winning customer experience is best created through sales and marketing alignment. • A practical approach to ‘social selling’ in the age of personal brands. • Customer advocacy and trigger events are the shortest paths to new business, and with the highest probability of a sale.

Do You REALLY Know Who I Am?” – Data-DrivenCustomer Experiences

Consumer appetite for technology adoption seems to show no bounds, generating new opportunities to provide rich and deeply personal customer experiences. Andrew will share a very personal journey that illustrates just how badly some organisations miss out on this opportunity and will challenge you to consider how much better you could do while striking a balance between “creepy or cool”. Key Takeaways: WHAT data is available? So WHAT are the customer experience implications? Now WHAT should we be doing about it?

Telling your Story in the Cloud. The Next Chapter in Client Experience Marketing

In a digitally led era, it can be overwhelming to make strategic decisions that are sure to improve the experiences clients actually have with your brand. This presentation will unpack some of the challenges facing practitioners today and provide considerations for leveraging technology investments. This presentation offers practical advice and fresh perspectives on technology platforms in the CX landscape, based on first-hand integration experiences. Think eco-system, vendor selection and integration. Think interaction, personalisation and value.

Creating Customer Experience Obsession and Why it Starts with You!

Creating a CusCustomer-Obsessed Culture – What do you do if your brand demands exceptional quality, and your customers expect you to BE THE DIFFERENCE? You do the only thing that will create magic - you become CUSTOMER OBSESSED! This presentation focuses on the practical things your organisation can do to transform thinking and business culture. And it starts with LISTENING, to your customers and your people. Learn how Woolworth’s Financial Services’ strategic differentiator of “customer obsession” is driven through active listening and shifting experience for both their customers and people to create the EXTRAORDINARY at every touch point.