The Biggest CX Event on the Planet.
Experience the Most Senior Gathering Across The 
Entire Customer Experience Ecosystem

Opening Remarks by Next Gen CX Conference Chair

9:20am – 9:50am

Panel

What comes First – Product, Service or Brand? Finding the Best Formula for your Business to Create the Ultimate Experience

• Where does CX fit within a business’ operating structure – is it marketing, operations, product, or a unique hybrid of all three?
• Understanding whether your business needs product-centric marketing tactics to drive impact, or better service
• Finding the balance between centralising CX and integrating it organisation-wide to ensure it’s embedded across the business

Panelists:

1. Greg Curcio, Director, Customer and Performance, Knox City Council
2. Hushidar Kharas, Head of Amazon Prime Video, Prime Video & Amazon Studios
3. Josh Ryder, Consumer Manager Bega Dairy & Drinks, Bega Cheese Limited

9:50am – 10:20am

Speed Networking Ice Breaker

In this speed networking ice breaker session, attendees are faced with the challenge of meeting as many people as possible in a 20-minute time block.

Is there a speaker or consultant you just must introduce yourself to? Speed Networking is your chance!

10:20am – 10:50am                 

Thought Leadership Session

The Future of CX Transformation

10:50am – 11:30am

Keynote

Keynote Turning Your Customers into Advocates

• The importance of human empathy in driving customer experience transformation – how to evoke this to drive customer retention
• Understanding and improving your customer sentiment scores beyond the technology – a step by step guide 
• Implementing a strong VOC program to unlock hidden insights across mountains of text data

Claire Johnson, Strategic Design Lead, Workwear Group

11:30am – 12:00pm

Morning Tea

12:00pm – 12:30pm

Panel

Years to Build; Seconds to Lose: Driving Organic Data Collection via Customer Trust

• Creating a give and take culture: Understanding the techniques in getting customers to hand out their personal information freely
• How to service business objectives while respecting customer privacy
• Ensuring there are clear data security measures in place so customer data isn’t mishandled - who should own this?

Russell Murphy, Director, Dept of NSW Customer Service

12:30pm – 1:00pm

Thought Leadership Session

It’s Like Data on Steroids! Using Empirical Evidence to Understand Customer Behaviours Instore and In-person

• Introducing new data solutions that can measure real-time customer behaviours in-store, including sentiment analysis and buying behaviours
• Using insights and data to shape your customer strategy and ensure digital and in-person experiences are optimised 
• Addressing privacy and security concerns in data collection – who owns the data and how should it be shared?

John McGriffin, Chief Executive Officer, TruRecognition

1:00pm – 1:30pm

Keynote

Does Your CX Strategy Really Hit the Mark? Using Human Centred Design to Truly Understand Your Customers Better

Janelle McQueen-Paice, Head of Digital & CX, MLC Life Insurance

1:30pm – 2:30pm 

Lunch Break

2:30pm – 3:00pm                 

Fireside Chat

Using Innovation to Drive Customer Loyalty Programs: Steps Involved

• Giving something for nothing: How to build trust by proving to your customer base that your company supports users
• Working smart: building advocacy through your top customer profiles to drive support via word of mouth
• How to ensure short term CX initiatives stay for the long-haul

Theodora Burgess, Head of Marketing and Communications, Technology Council of Australia

3:00pm – 3:30pm

Panel

CX is an Outcome; Not a Strategy: Moving towards an Era of Experience Management Through Top Level Buy-In

• Having room for movement: How to ensure your customer experience strategy is flexible enough to shift based on changing behaviours
• Understanding your customer behaviours and journeys by tracking their trends regularly
• Integrating experience management across the organisation – what are the steps involved

Panelists:

1. Darren Warner, Head of Technology, McGrath Real Estate
2. Mia Low, Senior Manager Consumer Experience, ResMed
   

3:30pm – 4:00pm

Afternoon Tea

4:00pm – 4:30pm

Fireside Chat

Creating a Sustainable CX Strategy on a Budget: What to do When Recession Hits

• Squeezing the most out of your resources
• How to optimise your existing systems to ensure that you’re making the most out of each investment
• Finding clever ways to automate where needed and drive better ROI
• Mapping out your digital matrix to ensure customer effort scores are reduced through the perfect automation formula

Brady Jacobsen, General Manager Digital & Customer Experience, Vocus

4:30pm – 5:00pm

Panel

Making CX Profitable Again: How to Start, Grow and Scale Your CX to Ensure Return for the Long-haul

• Creating a never-ending story: understanding the different stages of your customers to drive continuous improvement
• Proving CX Value: How to solidify your CX return for the long-haul
• When should you shift a decentralised CX function into a centralised structure, or vice versa

Panelists:

1. Katrina Haby, Director – Customer Experience and Special Projects, Melbourne & Olympic Parks
2. Jamie Skella, Chief Customer Officer, OSQO

5:00pm – 5:15pm

End of Day Remarks

9:15am - 9:20am                                          

Opening Remarks by Next Gen CX Conference Chair

9:20am – 9:50am

Keynote

Merging the Full CX Journey: Organising Every Touchpoint Across Your Organisation into one Unified Map

• Mapping every individual touchpoint internally to understand how it affects the customer – from outbound marketing through to the contact centre
• Ensuring all departments are living and breathing the same CX priorities and strategies to ensure the business moves as one voice
• Getting buy in across all departments: Speaking in the same language as the departments you’re getting buy in from

James Rendel, Head of CX, Wisr

9:50am – 10:20am                            

Thought Leadership Session

Cookies and Cream without the Cookies is Just…Vanilla

Are you ready for a world without cookies? Google's decision to phase out third-party cookies by 2023 and the rise of privacy regulations have put a spotlight on data privacy and how personal information is collected, used, and shared. This has made it more challenging for marketers to deliver personalised and relevant customer experiences.

In this thought-provoking presentation, Nicholas Kontopoulos, Twilio's VP of Marketing APJ, will explain how you can leverage zero and first-party data to create accurate customer profiles, and show you how Twilio Segment's customer data platform can deliver the unique and individualised experiences your customers crave in a cookieless future

Nicholas Kontopulous, Vice President of Marketing, Asia Pacific & Japan, Twilio

10:20am – 10:50am

Keynote

Driving Financial Stability in Government: How to Grow and Sustain your CX Program & Driving Operational Excellence

Greg Curcio, Director, Customer and Performance, Knox City Council

10:50am – 11:20am

Morning Tea 

11:20am – 11:50am

Thought Leadership Session

Reserved for Intercom

11:50am – 12:20pm

Keynote

Seeing Your Customers as a Community: How Horizon Power Shifted their Strategy to Drive Engagement and Trust

• Mapping the steps involved in driving internal cultural change that focuses on the customer
• Creating CX engagement programs by working with customers at a community level
• The importance of transparent messaging with customers to build trust and positive impact

Krystal Skinner, General Manager Customer Experience, Horizon Power

12:20pm – 12:50pm

Fireside Chat

Driving Financial Sustainability: When Does it Become Cost-Prohibitive to Keep Investing in New Technology?

Monique Bate, Head of Customer Experience, Engagement and Digital Channels at LegalSuper will join us in a fireside discussion to talk through her experience when it comes to driving financial sustainability across your organisation.

Delivering a cross-comparison on her experience at Legalsuper versus previous companies, she’ll talk through the importance of strategically investing in new technologies – and what challenges a CX leader may face in a small corporation verses a large one.

Monique Bate, Head of Customer Experience, Engagement and Digital Channels, LegalSuper

12:50pm - 1:00pm

End of Next Gen CX Program

1:00pm – 2:00pm

End of Next Gen CX Program & Start Up Pitchfest Competition Begins! 

Join the AI in CX Stage as our Start Up Pitchfest begins. The winner will be decided by you, the audience!