14 October 2021

Our most recent CCO Forum Differentiated Customer Experiences

Our Differentiated Customer Experiences CCO Forum, with keynote Stephen Scheeler, former CEO Facebook Australia and New Zealand

We are looking forward to our 35th CCO Forum to be held virtually in keeping with Covid restrictions. The theme being, Differentiated Customer Experiences - including personalised digital.

Our Opening Keynote speaker is, Ann Sherry, board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia. In Ann’s topic, Rethinking Customer Experience a more Challenging Idea, she will share some of the things she has learnt about how to treat different demographics and the role technology is playing. This should be a great discussion with one of the most respected leaders in Australian business. Our 2ndKeynote speaker is, Mark Fitzgibbon, Managing Director/Chief Executive Officer nib, who will offer a current CEO perspective. Mark is among Australia’s longest serving CEOs so has much success to draw on. We’ll close the day with Stephen Scheeler, currently CEO @Omniscient andformer CEO Facebook, Australia & New Zealand, Stephen will share his some of leadership and management lessons that he had to rethink and adapt while at Facebook and if time permits some of his thinking of data ethics.

In our featured cases we have a diverse range of experience. In 2017 Craig Tiley, of Tennis Australia shared some of their success. To get deeper into the thinking behind Australia’s leading sports experience, we are fortunate to have Karen Clydesdale, Head of Customer Experience and Customer Relationship Management, Tennis Australia, presenting her topic, Enabling Tennis to make customer led decisions.

Harriet Wakelam, Executive Manager Customer Behaviour and Design, IAG, will tell the story of how IAG are creating a Customer Experience architecture and she will describe what that means. We our currently working on our final case study.