ANNOUNCEMENTS

Our recent 35th CCO Forum was held virtually in keeping with Covid restrictions. The theme being, Differentiated Customer Experiences - including personalised digital.

Our Opening Keynote speaker was, 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 shared some of the things she has learnt about how to treat different demographics and the role technology is playing. It was a great discussion with one of the most respected leaders in Australian business. Our 2ndKeynote speaker was, Mark Fitzgibbon, Managing Director/Chief Executive Officer nib, who offered a current CEO perspective. Mark is among Australia’s longest serving CEOs so has much success to draw on. We closed the day with Stephen Scheeler, currently CEO @Omniscient andformer CEO Facebook, Australia & New Zealand, Stephen shared some of his leadership and management lessons that he had to rethink and adapt while at Facebook.

In our featured cases we had 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 were 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, told the story of how IAG are creating a Customer Experience architecture and she described what that means.