CHRIS WALLS, Head of CRM, SEPHORA DIGITAL SEA

DAN FISCHER, Senior Manager, Digital Experience and Services, QANTAS

LIAM MALONE, Business Development Manager, SOUL MACHINES

SUSAN PARKES, Group Manager Customer Central AUCKLAND TRANSPORT

RHIANNON WHITE, Chief Digital Officer, WESTPAC

NICOLE SCHEID, Digital Retailing Manager, AIR NZ

Hear from these and more great keynotes:

Activating and enhancing customer-centricity

#NZCUSTOMER

29-30 MAY 2018GRAND MILLENIUM, AUCKLAND

PACKED FULL OF CONTENT TO DEVELOP YOUR CUSTOMER-CENTRIC STRATEGY

CONFERENZ.CO.NZ/CUSTOMERGOLD SPONSOR

DAN FISCHER, Senior Manager, Digital Experience and Services, QANTAS

and network with your peersIn today’s world, savvy and constantly connected customers have more power than ever to choose between brands. Experience is the new battleground, to differentiate, and maintain competitive advantage.

The 2018 Customer Summit is back! Bringing together thought leaders from New Zealand and abroad to discuss customer strategy and inspire audiences over an action packed 2 days with industry-led sessions and real-world case studies.

• Designing a CX strategy for people: The future of customer experience

• Meeting the growing demands of individualisation

• Motivating frontline workers to sustain superior customer experience

• CX in your pocket: How CX drives the mobile world

• AI-enabled chatbots: Taking customer engagement to the next level

• End to end user experience: Assessing successful CX

CHRIS WALLS, Head of CRM, SEPHORA DIGITAL SEA

INTRODUCING

INTE

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DIGITAL & TECHNOLOGYLEADERSHIP & STRATEGY

FEATURING 2 HIGH IMPACT & DYNAMIC STREAMS:

#NZCUSTOMER

ROUNDTABLES

CONFERENZ.CO.NZ/CUSTOMER

Giving you an opportunity to get hands-on to jump into 2 focused discussion groups facilitated by thought leaders within this space

• Creating customer-centric journey maps• Extending your brand strategy

to include CX • Designing end-to-end

customer experiences• Optimising impact and

consistency across touchpoints

LEADERSHIP AND STRATEGYCultures, strategies and pathways

to enhance the customer experience

DIGITAL AND TECHNOLOGYUncovering new technologies changing

digital landscape for enhanced CX

1.30 The ‘must haves’ in building a customer-centric Auckland Transport

• Governance, capabilities and frameworks which have enabled successful customer change

• Creation of new mechanisms to validate work stream value and $millions in customer benefits

• The evolution of VOC capability to collect better customer feedback

SUSAN PARKES, Group Manager Customer Central, Auckland Transport

AI and the impact on your digital journey: A real world example How AI fits into your digital experience, and where front-running organisations are already finding a competitive advantage

• How to get started with limited effort, time, and investment, choose the right path for your organisation, and get buy in from your senior leaders for AI projects

• AI mistakes, pitfalls, and horror stories (and how to avoid them)

EDUARD LIEBENBERGER, Head of Digital, Jade Software

2.10 A pragmatic guide to delivering stuff the HCD way• Using Beta as a soft launch and a way to try things

and fail early• Believing that good enough is good enough -

balancing pragmatism and idealism• Being agile (in the loose sense of the word) and

changing what needs to be changedTANIA HOCKINGS, Digital Product Owner and Content Lead, ACC (Co-presenting)

AMY STOKS, Human-centred Design Practitioner, Affinity UX

Sweat the small stuff: Why every customer’s voice matters A case study exploring how Westpac’s focus on enhancing the customer experience in their mobile app led to increased customer satisfaction, usage and sales.RHIANNON WHITE, Chief Digital Officer, Westpac

2.50 Afternoon Break

DAY ONE

8.30 Registration and Coffee

9.00 Welcome from the Chair MAX ADLER, Service Designer, The Service Design Company

9.10 OPENING KEYNOTE: The evolution of customer experience • Understanding societal shifts and their impact on customer expectation and engagement • Opportunity to innovate with disruption – utilising technological trends to create personalised and meaningful engagement • What are the trends defining the customer of the future? • Examining the convergence between engagement and experience

CHRIS WALLS, Head of CRM, Sephora Digital SEA

10.00 Designing a CX strategy for people: The future of customer experience

• Realigning company strategy and culture with an overarching CX vision • The path to implementation - utilising CX strategies to create authentic benefits to both employees and customers • Creating future-proofed CX strategies that meet the needs of the future customer

DAN FISCHER, Senior Manager, Digital Experience and Services, Qantas

10.40 Morning Break

11.10 Panel Discussion: Advancing and embodying customer experience • Evolving leadership skills to drive CX change within

organisations • Cracking the code – discovering customer’s needs,

wants and desires through data-driven insights • Effectively utilising feedback and creating innovative

opportunities that enhance customer touchpoints • Avoiding silos - embedding the customer vision

across the organisation • Establishing a client-centric culture within your workplace

DAVID HUGHES, General Manager e-Commerce and Customer Insights, Briscoe Group

More panellists to be announced soon!

11.50 Fostering a CX environment of trust, privacy and authenticity • Interpreting customers’ expectations around data privacy and building an environment of trust • Leading privacy change when approaching customer data and increasing touchpoints to proactively address barriers • Satisfying customer needs by building an

environment of trust

WAYNE PICK, Executive Creative Director CX, Colenso BBDO

12.30 Lunch

1.30 STREAM SESSIONS START

9.00 Welcome back from the Chair

LEADERSHIP AND STRATEGY DIGITAL AND TECHNOLOGY9.10 The 5 Secrets to CX Success

• You never know what someone is thinking… until you ask• Don’t treat the symptoms when you can cure the disease• Always consider the precedent• Take an Agile approach to innovation• Own it

NICOLE SCHEID, Digital Retailing Manager, Air New Zealand

CX in your pocket:How CX drives the mobile world Do or die - Why CX is so important for mobile app design

• The new most valuable commodity • What the future will bring and how it will change CX

ADAM BROWN, Managing Director, AppLabs

9.50 Customer-centricity: Meeting the growing demands of personalised experiences

• Embracing the opportunities of market disruption by delivering sustainable competitive differentiation

• Accelerating customer expectations by going deeper than surface demographics

• Utilising existing customer data to redefine approaches through personalisation

ROB BROUGH, Digital Experience Consultant, Solnet

The continued promise of IoT: Transforming customer experiences

• Utilising IoT, sensors and location-based services to create compelling experiences

• Combining IoT and AI technology with creative business thinking to develop innovative service offerings

JONATHAN MILLER, National Tech Network Manager - Data & IoT, Callaghan Innovation

10.30 Morning Break

11.00 Designing for change: With people, for people.• Happy staff, happy customers: Embedding a

customer-centric culture to enable innovation• Engagement, empathy, and experience design

- empowering staff to design meaningfully for customers

• Lessons and learnings to achieve user-driven service transformation in your organisation

PIP LOADER, Manager: Co-design & Innovation Lab, Tauranga City Council (Co-presenting) SARAH CLEARWATER, Founding Director, REFFRAMR

AI-enabled chatbots: Taking customer engagement to the next levelEnhancing customer experience with chatbots and virtual assistants

• Chatbot basics and best practices - where and when are chatbots best to deploy?

• Chatbots tactics as part of a customer strategyANDREI LINK, CEO, Active Associate

11.50 Case Study: CX transformation journey• Moving beyond slick interfaces to transformative

business and delivering on rewards• Enabling processes and technology to set employee

mind-sets and behaviours• Acknowledging the fuller customer experience

TIM AYNSLEY, Director – Digital & Core, IAG

Meeting growing demands of personalised experiences• Utilising existing customer data to redefine

approaches through personalisation• Ensuring consistency, accuracy in delivering an

authentic connection • Identifying tools or measures to contextualise

findings and provide insights DUANNE O’ BRIEN, Chief Technology Officer, Plexure

12.30 Lunch

3.20 A start-up case study: Ando Insurance GroupHow a new, owner-operated insurance business is competing with huge global and regional corporates.

• Using partnering and technology to overcome barriers to entry and gain competitive advantage.

• Merging new innovations into a traditional industry and the challenges of B to B innovation.

JOHN LYON, CEO, Ando Insurance

ROUNDTABLES: Get hands-on with the opportunity to jump into 2 focussed discussion groups, facilitated by thought leaders within this topic. Delegates will have an opportunity to select up to 2 topics and change tables after the first 40-minute session.

TABLE 1: Creating customer-centric journey mapsTABLE 2: Nurturing a CX-driven organisational

culture TABLE 3: Measurement tools to measure the

effectiveness of CX initiativesTABLE 4: Redefining digital experience through AITABLE 5: Optimising consistency across touchpointsTABLE 6: Extending your brand strategy to include CXTABLE 7: Establishing a data-driven CX strategyTABLE 8: Designing end-to-end customer experiences

4.20 The leaky bucket of failed customer experienceA story of how customer experience can strengthen or destroy customer retention and the importance of the post-purchase buyer journey.

KIRSTY WEIR, Director, Rough Sketch

4.50 Summary remarks from the Chair and networking drinks

DAY TWO

2.50 Afternoon Break

3.10 Transforming the business: Processes, technology, and employee

• Creating richer, memorable experiences for customers and better targeting through optimal UX

• Maintaining innovation: building an Agile mindset

• Identifying necessities to ensure continued success over the next five years

3.40 Closing Keynote: Humanising computing with Soul Machines - The forefront of AI and CX

Soul Machines is leading the way in using emotional & artificial intelligence to improve CX, revolutionising the face of user interfaces to create a more human experience. Soul Machines is pioneering the way in humanised computing with their Virtual Nervous System™, Digital DNA™, Cognitive EI™ & Virtual Humans™.

• Enhancing CX at critical pain points through Cognitive EI

• Democratising high value personalised experiences.

• Delivering new brand experiences through interactive virtual employees

LIAM MALONE, Business Development Manager, Soul Machines

4.20 Closing remarks from the Chair and close of Conference

1.30 Moving forward and building a foundation of success following adversity

• PLAN: Identification and Interpretation of customers’ expectations

• LISTEN: Acknowledging errors and taking customers’ views into account

• RESTART: Creating a service standard to meet customers’ needs and expectations going forward

• FORWARD: Building a record of excellence and maintaining solutions

VAUGHAN THOMAS, National Team Lead, Customer Love, Geneva Health

Data-driven story telling • Cohesive stories using data visualisations and

narratives• Comprehending customer journeys using data• Zooming in on data ‘fit’ for human consumption• Actions from data that is insightful, exciting and

helpfulMPATISI MOYO, Data Scientist

2.10 Stories from the digital front line: Your customer at the heart

• Make customers part of the family• Develop commercial omni-channel strategies that

bridge the physical and digital• Build deeper customer relationships

FRANK OWEN, Director & Customer Strategist, Owen Partners

End to end user experience: Assessing successful CX • Acting proactively to benchmark what CX success

means to you• Collection, analysis and defining metrics to drive ROI• Introduction of technologies to sustain real-time and

on-demand insights to translate data into actionMATT STEPHENSON, Product Development Manager, Fisher and Paykel Healthcare

Separately BookableMASTERCLASS31 May 2018: 9am-5pmThis one-day masterclass draws from more than 20 years’ experience working with major private sector and public-sector organisations in New Zealand, Europe and the United States, to help them turn their customer experience vision into a customer experience reality. It presents a series of frameworks, blueprints and guides to help you achieve these goals.• Adopting a CX framework for continuous

improvement, innovation and value creation.

• Learn how to turn “CX” or “CEM” from being just another passing popular term or new job title into a strategic, enterprise-wide agent for business improvement and change.

• Of those organisations that set out along the journey of customer experience enlightenment, many only reach half-way. Without a clear strategic objective and roadmap, they run the risk of wasting vast amounts of time and money chasing yet another trendy three letter acronym.

PAUL LINNELL,Managing Director, CTMA NEW ZEALAND LTD

Paul Linnell is an international customer experience

champion, with more than 25 years’ experience helping businesses and the public sector with the development of strategies for customer experience management, continuous improvement, customer feedback, and voice-of-the-customer programmes.

STREAM SESSIONS END

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INTRODUCING

SPONSOR OR EXHIBIT AT THE 2018 CUSTOMER SUMMIT

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