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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
Extraordinary & Enduring Cultures – How to Attract the Best and Keep Them
OPENING KEYNOTE
Professor Paddy Upton
Human Performance Expert and International Cricket Coach
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
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
11:05 AM - 11:55 AM
Mastering Customer-Centric Culture and the Employee Experience
Michael Barnes
VP, Research Director, Forrester
11:05 AM - 11:55 AM
Medibank: Evolving from a CX Measurement Framework into a High-Value CX Management Program
Franca Venetico
Director Customer Experience Transformation, Medibank
11:05 AM - 11:55 AM
Building an Effective Voice of Customer Strategy for Your Organisation
Robin Meijer
Senior Customer Success Manager Asia-Pacific, Usabilla
11:05 AM - 11:55 AM
Putting the Omnichannel Order into Action - Strategies & Best Practices
Sreelesh Pillai
- General Manager - Freshworks Australia
& Simon Lindsay
- Managing Director, Progressive Direct Insurance
12:00 PM - 12:50 PM
Creating Truly Luxurious Experiences
Ana Brant
Director of Global Guest Experience & Innovation, Dorchester Collection (USA)
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)
12:00 PM - 12:50 PM
Achieving Strategic CX Change
Robert Glennon
Group Director Customer Experience, MyRepublic
12:00 PM - 12:50 PM
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
2:00 PM - 2:50 PM
Use What You Have, Do What You Can: From Data to Insight
Sam Harris
General Manager - Insights and Customer Experience, HESTA
2:00 PM - 2:50 PM
A Customer-Focused Mindset – Applying the International Customer Service Standard
Anouche Newman
CEO, Customer Service Institute of Australia (CSIA)
2:00 PM - 2:50 PM
Inside Out - Creating Customer-Centric Service Habits
Prashanth Veeravalli Krishnaswami
Senior Product Marketing Manager, ZOHO
2:55 PM - 3:45 PM
A Case for Branded Personas in Connected Devices
Wally Brill
Head of Conversation Design Advocacy & Education, Google (USA)
2:55 PM - 3:45 PM
Closing the Data-Action Loop – Translating Data Beyond Insights into Action
Kshira Saagar
Head of Data Sciences and Analytics, THE ICONIC
2:55 PM - 3:45 PM
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)
2:55 PM - 3:45 PM
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
Manipulating the Masses for Fun and Profit - NextGen CX, Sales, & Marketing
KEYNOTE
Dr JT Kostman
AI Expert and Data Strategist, AI Symbiote (USA)
5:15 PM - 7:15 PM
Networking Drinks
Tuesday 31st July
7:15 AM - 8:15 AM
Join the Yoga Flow
Phoebe Smith
Yoga & Meditation Instructor
7:15 AM - 8:15 AM
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
The Future of CX and Sales – Next Generation Technology and Innovative Practice
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
& David Blakers
- Managing Director, MaritzCX
& Paul Baptist
- Senior Director, Solution Engineering, Salesforce
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)
10:20 AM - 11:10 AM
Successful Employee and Customer Experience at Dymocks
Paul Swain
Group Head of HR, Dymocks Group
10:20 AM - 11:10 AM
Customer Success in 2018!!
Robert Glennon
- Group Director Customer Experience, MyRepublic
& Graham Hawkins
- Founder & CEO, SalesTribe
10:20 AM - 11:10 AM
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
11:15 AM - 12:05 PM
Operationalising Luxury Experiences
Ana Brant
Director of Global Guest Experience & Innovation, Dorchester Collection (USA)
11:15 AM - 12:05 PM
Using the Data You Have, Instead of Waiting for the Data You Want
Meghan White
General Manager CX/UX and Design, Spark NZ
11:15 AM - 12:05 PM
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)
1:15 PM - 2:05 PM
Implementing a Solid CX Program – Taking Action on the Right Measures, Not Chasing the Number
Scott Downing
Chief Customer Officer, Rockend
1:15 PM - 2:05 PM
How Artificial Intelligence Can Transform Customer Experience
Gaetan Germain
Senior Manager – Service Design, Optus
1:15 PM - 2:05 PM
How to Assess Your Customer Service Maturity
Scott McMillan
Advisory Principal, ServiceNow
2:10 PM - 3:00 PM
Enabling Our Employees to Deliver Astounding Customer Experiences
Heather Figallo
Sr. Director, Innovation, Design & Entrepreneurship - Southwest Airlines (USA)
2:10 PM - 3:00 PM
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