| INTERNATIONAL HEADLINER | 

Building Customer Trust: The Cornerstone of Lasting Customer Relationships 

• The Science of Customer Trust: Insight into the psychological and emotional factors that underlie trust in customer relationships, and how businesses can leverage these insights to build stronger bonds with their customers. 
• Strategies for Trust-Building: How organisations can proactively build and maintain trust, from transparency and data privacy to exceptional customer experiences. 
• The ROI of Trust: Analyse the tangible benefits of cultivating trust with your customers, including increased loyalty, advocacy, and long-term profitability, and how to measure the return on investment in trust-building initiatives. 

Alex Genov, Head of Customer Research & Insights, Zappos Family of Companies, USA  

Alex Genov

Head of Customer Research and Marketing Insights
Zappos

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| KEYNOTE EXECUTIVE PANEL | 

The Engagement Paradox: Navigating Privacy Boundaries in the Evolving CX Space 

• Unmasking the paradoxes of privacy and engagement in customer interactions while dissecting the risks and rewards of pushing boundaries in the ever-changing CX landscape. 
• Discussing how to embrace audacious strategies that challenge norms and foster trust within the holistic customer experience while ensuring safety is the gold standard. 
• Examining the power of openness and honesty in customer engagements and discussing how transparent practices can redefine trust. 

Julie Rynski

Executive Business Banking Metro and Specialised
NAB

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Greg Curcio GAICD

Director Customer and Performance
Knox City Council

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Carrie Norman

Former Chief Member Officer
legalsuper

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| PANEL DISCUSSION | 

Personalisation at Scale! The next step towards predictive journey mapping and hyper-relevant experiences 

• Taking your journey mapping to the next level: exploring the future possibilities of real-time personalisation and AI as well other key elements that organisations should consider when developing and evolving their customer journey maps 
• 360-Degree customer insights: Uncovering the types of data organisations can use to drive personalisation at scale as well as effective tools 
• Multi-channel trends & strategies: assessing the increasing number of channels used today to complete a customer journey and how to detect and respond through personalisation 
• Revolutionising customer relationships... ethically. How to ensure ethics are baked into your personalisation strategy 

Robert Lopez

Chief Marketing and Innovation Officer
Norths Collective

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Esme Eterovic

Head of Marketing and Digital
TelstraSuper

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Karen Sheppard

Head of Customer Insights
Endeavour Group

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Virginia Meikle

Senior Manager Consumer Insights and Segmentation
The NRMA

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• Using AI to analyse customer data on preferences and concerns and provide tailor made solutions that cater to them
• Leveraging AI and AR to deliver more interactive and immersive experiences digitally without requiring a customer's physical presence
• Utilising AI to curate and tailor recommendations and products specifially for individual customers

Varun Verma

Chief Data and Analytics Officer
L'Oréal

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| CASE STUDY |

MECCA's CX Makeover: Achieving Seamless Integration of Customer Insights through a New Voice of Customer Strategy 

• Problem: MECCA grappled with capturing diverse customer feedback tones across various channels and turning big data into strategic insights. 
• Action: Insight into MECCA’s launch of the Voice of Customer multi-channel makeover strategy and how this enabled seamlessly integrated customer insights, offering a platform for customers to share thoughts and for the business to prioritise opportunities and issues. 
• Outcome: Hear how MECCA achieved a comprehensive integration of customer insights, guiding clear action plans and intertwining seamlessly with KPIs for retail and leadership, ensuring MECCA's customer satisfaction resonates with a radiant, harmonious glow. 

Alison Brown

Head of Customer Insights
MECCA Brands

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Jenny Witham

Partner
FiftyFive5

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| CASE STUDY |

Next Gen Self-Service: All Roads Lead to Lion's Marketplace 

• Problem: Lion recognised their customers needed support to move at speed with a streamlined and efficient self-serve ordering system that smoothly integrated with their entire CX platform. 
• Action: Find out how Lion launched the Lion Marketplace app and portal, strategically designed to enhance the customer experience, and offer agile, efficient and coordinated ordering capabilities including real-time stock visibility, as well as a suite of other business tools and insights. 
• Outcome: By creating an easy self-service and ordering experience, the Lion Marketplace was a groundbreaking success, facilitating hundreds of thousands of self-serve orders and massive cost savings with opportunities to advance further through Data, Insights and Generative AI tools.  

Robb Simpson

Digital Strategy & Innovation Director
Lion

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| PANEL DISCUSSION |

Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks 

• Unpacking the use cases and opportunities for CX innovation and efficiency – where can Gen AI add most value? 
• Analysing the risks, governance and ethics frameworks required and key things to consider 
• Addressing change-management challenges and getting employee buy-in on an AI-Human harmonious workforce 

Simon Kriss

Chief Innovation Officer
Customer Experience Innovation Institute

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Amrita Bhattacharyya

Chief Customer Officer
City of Townsville

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Varun Verma

Chief Data and Analytics Officer
L'Oréal

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Embedding customer centricity as a core component of your organisation’s culture 

• Building the business case for why treating citizens as customers should be a core component of your organisation’s strategic priorities 
• Gaining strategic level support for driving cultural change and successfully operationalising those changes 
• Crafting an organisational culture that enables your team to deliver strong and consistent customer experiences 

Ted Felton, Head of Customer Experience, Energy Safe Victoria 

Ted Felton

Head of Customer Experience
Energy Safe Victoria

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In this interactive workshop, Gianfranco Cuizziol will break down the key strategies to leveraging personalisation as a key component of your customer experience. 

Key workshop topics include: 

• Leveraging personalisation technologies and tools: learn about the types of platforms and software that can be used in personalisation and the applications of AI and Machine Learning in creating personalised experiences 
• Measuring and optimising your personalisation efforts: Understanding the Key Performance Indicators for personalisation and how to constantly analyse customer feedback and improve your personalisation strategies 
• Utilising behavioural targeting and predictive analytics: anticipating customer behaviour through predictive analytics, behavioural targeting techniques and predictive modelling to maximise the lifetime value of your customers 
• Developing content personalisation strategies: creating dynamic content that is optimised to customer preferences for hyper-relevant experiences 
• Delivering personalised experiences across all your organisation’s channels: Ensuring a personalised, yet consistent, omnichannel experience across your organisation’s digital and non-digital channels 

Delegates will gain tools and strategies to leverage technology, content personalisation strategies and predictive analytics to deliver hyper-personalised experiences and gain customer trust and loyalty. 

Gianfranco Cuizziol

Head of APAC Architecture
Avon International

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| KEYNOTE PANEL | 

Beyond the Numbers: New Ways of Measuring the Value of CX Strategies 

• Shifting the focus from traditional bucket metrics to actionable insights and other methods of tracking and reporting CX value.   
• Harnessing the power of AI-driven analytics tools to measure tangible and intangible CX value. 
• Exploring innovative analytics to gauge the influence of the intersection of brand marketing and CX on company value and growth. 

Leigh Barnes

Chief Customer Officer
Intrepid Travel

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Emily Paladino

Group Head of Customer Insights
Country Road Group

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Valentina Di Martino

Principal Product Designer, Business Lending
NAB

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| CASE STUDY |

Demonstrating Tangible Commercial Success: Hear how Bupa's Micro Moments analysis led to a CX Revolution

• Problem: Bupa faced the challenge of precisely quantifying the commercial impact of micro-moments on customer experience, all while dispelling the perception that CX is merely a soft capability practice rather than a driver of tangible commercial outcomes. 
• Action: Hear Bupa’s story on how they took action by engaging a highly skilled analytics team to craft a model connecting micro-moments to financial impacts, working collaboratively with partners to gather robust behavioural insights that fuelled their CX initiative. 
• Outcome: Insight into how elevating micro-moment analytics resulted into pivotal drivers of commercial success. This transformation not only improved CX prioritisation within the business but also disrupted conventional wisdom, challenging the notion that CX is solely a soft capability. 

Christina Cass

Head of Customer Experience and Service Design
Bupa

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• Utilising data modelling, AI and Machine Learning to identify the best experience for individual customers
• Harnessing data collected and utilising the data processing capabilities of AI to created targeted and relevant customer experiences
• Placing the customer at the centre of your strategy, identifying the ways in which AI can enhance your customer experience and developing the organisational structures and processes to accomplish this
• Achieving improvements in internal processes to streamline processes and double gains through the use of technology and AI

Gianfranco Cuizziol

Head of APAC Architecture
Avon International

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| CASE STUDY |

Cheers to Success: How Coles Liquor Crafts Long-Term Customer Connections 

• Problem: Coles Liquor grappled with the challenge of establishing enduring connections with customers for new products in an inflationary environment, while navigating obstacles, competition and the complex landscape of multiple retailers and suppliers. 
• Action: Coles Liquor strategically addressed this challenge by innovatively crafting a comprehensive marketing mix, actively engaging with customers and collaborating closely with retailers and suppliers to create a seamless experience for consumers. 
• Outcome: Insight into how this initiative built long-term connections, fostered loyalty, and successfully navigating the intricacies of a competitive and inflationary landscape. 

Greg Curcio

Director Customer and Performance
Knox City Council

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| PANEL DISCUSSION | 

Customer-Up, CEO-Down: Connecting the dots to build robust business cases and design future-proof CX teams – that won’t get cut

• How to craft compelling CX business cases that speak to your CEO & drives executive buy-in 
• Evaluating operating models and transformation break-through stories from TelstraSuper, Wesfarmers & Specsavers to determine the best structure for your organisation 
• Here for the long-run... how to go from project sign-offs to long-term CX roadmaps that recession-proofs your CX models? 

Gareth Dixon

Director of Central Operations
Specsavers

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James Kelly

Head of Customer Experience Strategy, Design, and Insight
TelstraSuper

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Diane Frick

Head of CX and Digital
Wesfarmers Workwear Group

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| KEYNOTE |

Building trust in government services and departments through exceptional customer experiences 

• Preparing your organisation to keep up with the external pace of change by creating a sustainable change and transformation culture  
• Developing strategies to listen and engage with the communities that you serve to tailor your messaging and services 
• Developing citizen-centric experiences that are simple and reliable to increase citizen’s faith in your department’s competence  

Greg Curcio, Director Customer and Performance, Knox City Council 

Greg Curcio

Director Customer and Performance
Knox City Council

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| PANEL DISCUSSION | 

Future-Proofing Your CX Teams: Preparing for the Skills, Roles, Culture and Workplace Dynamics of Tomorrow

• Exploring the evolving and emerging roles over the next 2 years with the influx of next gen technology – what human capabilities do we need to build? 
• Reviewing successful employee training and development initiatives that can bridge the gap between technology and human-centric customer experiences. 
• Adapting workplaces to foster creativity, collaboration, and innovation – where are we headed and what will the future of work really look like? 
• Navigating the Culture Quandary: what will future employee expectations look like and strategies for sustainable employee engagement 

Peter Perla

Executive General Manager Customer Experience and Growth
Sumo

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Melanie Cole

Head of People and Culture
Uber CarShare

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Monique Bate

Head of Experience, Engagement and Digital Channels
legalsuper

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| CASE STUDY |

Customer-centric AI: Keeping your customers at the heart of innovation

• Discussing the ethical implications of AI in customer interactions and prioritising privacy, transparency and fairness
• Using AI powered personalisation to enhance the customer journey
• Gathering and incorporating customer feedback to refine AI algorithms and improve service delivery 

Amrita Bhattacharyya

Chief Customer Officer
City of Townsville

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Mastering the Voice of Customer: Strategies for Building Effective VoC Programs 

In this hands-on masterclass, Alex Genov will guide attendees through the essential components of a successful Voice of Customer (VoC) program. Participants will gain practical insights and actionable strategies to harness the power of customer feedback and drive business growth. Key workshop topics include: 

• Designing an Effective VoC Program: Learn how to create a structured and holistic VoC program, including the selection of the right feedback channels, data collection methods, and survey design to capture meaningful customer insights. 
• Analysing and Interpreting Customer Feedback: Explore best practices for analysing customer feedback, identifying trends, and deriving actionable insights that can inform business decisions and improvements. 
• Understand the importance of closing the loop with customers: Discover strategies for turning feedback into action and learn how to effectively communicate with customers to address their concerns and demonstrate commitment to their satisfaction. 
• Measuring the Impact: Explore methods for measuring the impact of your VoC program on key performance indicators, customer loyalty, and overall business success. Understand how to quantify the ROI of your VoC initiatives. 
• Continuous Improvement: Gain insights into how to evolve and optimise your VoC program over time, keeping it relevant and aligned with changing customer expectations and business objectives. 

By the end of this workshop, participants will have a deeper understanding of VoC strategies, practical tools for implementation, and the ability to leverage customer feedback as a driver for organisational improvement and growth.

Alex Genov

Head of Customer Research and Marketing Insights
Zappos

See Bio