PAST MEETINGS

October 2019: Trust in the Era of Regulation and Security

Keynote and Guest Speakers

• How the impact of non-financial risk has put the customer at the centre again. Pauline Vamos, formerly of ASIC and is now a full time non-executive director.
• Why culture, ethics and social sensibility are now key to all organisations. Graeme Samuel, former ACCC CEO, who has also been heavily involved with recent APRA reviews.
• Maintaining a Culture of Service Built on Trust in the Face of Changing Headwinds: Raed Moukarem, Executive Director Member/Customer Experience - Market Insights, USAA

Break Out Discussions:

• Chris Crook, Founder, Managing Partner, Nature: Whose Data is it anyway? What Australian's understand and think about their data and its use.
• Gavin Lewis, Chief Operating Officer, Green Peak Energy: Building Trust with businesses in an industry that isn't Trusted.
• Brad Moult, Head of Data Services, Data Republic: Lessons in balancing personalisation privacy for customers in a regulated data world.
• Dan O'Neill, Founder - Principal Consultant, OpExtion: The CBA inside story: Lessons in processes, culture and trust and the impacts of the Royal Commission and APRA
• Joan Brierley, A/Executive Director Drivers and Vehicles Services at Department of Transport, Western Australia: Balancing Staff and customer empowerment with regulation and oversite at Transport WA
• Sean McBride, General Manager Motor Claims, Claims & Assessing Auto & General Holdings: Balancing trust, profit and regulatory expectations in insurance claims
• Sam Bartlett, Marketing Director, The Australian Red Cross Blood Service: Forgiven not forgotten - lessons in recovery from breaches of trust.

May 2019: Options in Connecting with Customers

Keynote and Guest Speakers

• The Journey from Marketer to NED: How we connect (or not) with Customers at different levels of the organisation, Holly Kramer, former CEO of Best & Less and Board Member across a range of diverse industries
• The Connection Perspective, Ben Crowe, Global Expert in Connection and Story Telling
• Strategic and Organisational Secrets to Unlock Innovation: Dr Robert Kay, Executive Director & Co-founder, Incept Labs:

Break Out Discussions:

• Deanne Martin, Head of Customer Service, SEEK: Strategies to unlock the potential of the millennial workforce
• Rochelle Stokes, Director Operations Design: Hyatt Hyatt’s lessons in evolving agents from Home globally.
• Julie Armstrong, Chief Operating Officer: UNO Breaking the Broken Broking Business Model at UNO
• Gerry Gaffney, Information & Design: Lessons in success and failure in connecting with staff and customers through UX design.
• Jo Devrey, Group Chief Operating Officer: Wining Group Winning retail formula - building a culture of customer obsession
• Nicola Lambe, Head of Sales Transformation: CUA Personalising personal banking - the iM CUA story.
• Steve Hoffman, Customer Experience Lead: Bunnings Group Limited Delivering better customer experience through improved team experience

October 2018: Executional Excellence Today

Keynote and Guest Speakers

• How excellence is changing today, Launa Inman, former Managing Director/CEO of Officeworks, Target Australia and Billabong International
• The Balancing Act of Keeping all Stakeholder Mildly Unhappy, Cameron Clyne, former CEO and MD, NAB

Break Out Discussions:

• Back and updated by popular demand: Professor Mary-Ann Williams, Director of the Innovation and Enterprise Research Laboratory (The Magic Lab) at UTS: The Behavioural Economics of Customer Decision Making.
• Johann Loibl, Head of Customer Service, Zip Co Ltd: Every Contact is telling you something – how Zip money drives improvement
• Chris Jackson, General Manager, Customer Experience, Transurban: From counting cars to caring about customers: Transurban’s road to customer centricity
• Andrew Kiel, co-founder, Blue Squirrel Tough Nuts: The Hard Yards of fintech start-up Blue Squirrel and lessons for Innovation in corporates.
• Bill Price, President, Driva Solutions: Melting Snowballs in the Desert with predictive analytics at Cable One
• Bill Price, President, Drive Solutions: Automating Processes to Do More with Less (Staff) at SMS Assist
• Alison Crabb, Leadership Development Expert, ex State Manager Flight Centre: Flight Centre’s Peaks and Pitfalls of Reward and Recognition
• Beverly Smith, Chief Customer Officer, Customer & Digital, Australian Unity: The Layer Cake Challenge of Fixing Things for Customers

May 2018: Customer Experience in the Age of the Machine

Keynote and Guest Speakers

• Where do first movers go next- the carsales.com.au story, Cameron McIntyre, Managing Director and CEO, carsales.com
• The Real Opportunities and Risks for Customer Experiences driven by Artificial Intelligence, Professor Mary-Anne Williams, Director of the Innovation and Enterprise Research Laboratory, University Technology Sydney.
• The Behavioural Economics of Customer Decision Making, Professor Mary-Anne Williams, Director of the Innovation and Enterprise Research Laboratory, University Technology Sydney.
• Insurmountable Opportunities: why accelerating change is the new formal, Dr James Chin Moody, Founder and CEO Sendle

Break Out Discussions:

• Bosco Tan, Co-Founder, Pocketbook: Pocketbook: Customer centred banking.
• Leticia Jennings, Country Manager loT, Vodafone Group: Internet of things goes past the Tipping Point.
• Dan O’Neill, Acting Executive General Manager, Group Operations, CBA: How end to end process thinking has solved customer problems and rethought data use.
• Deborah Potts, Head of Member Education and Advice, Rest Industry Super: Digital engagement of Gen Y and X in a grudge process
• Nicole Moy, Head of Product & Marketing Leap in!: The ultimate platform challenge: Unlocking the NDIS for all participants.
  

October 2017: Drivers of Innovation in the Customer Experience

Keynote and Guest Speakers

• If you are not ahead of the curve you are already late, Dr Catherine Ball, Co-Creator, World of Drones Congress.
• The Secrets of Customer Growth at the Australian Open, Craig Tiley, CEO, Tennis Australia

Break Out Discussions:

• Jeremy Hubbard, Head of Digital at UBank: How we taught a chatbot to talk like us – the UBank story.
• Justin Passaportis, General Manager, Victoria and South Australia, GoGet Carshare: Who needs a car? GoGet’s shared economy growth story.
• Julie Spring, Former HR Director, Pizza Express: Balancing standardisation with individuality in people based businesses
• Andrew Lock, Chief Product and Design Officer with Lisa Dowie, Chief Customer Officer, PEXA: Technology is the tip of the iceberg: the PEXA story of digital transformation.
• Discussion Group: Do we need to give customers more control if we are to deliver better customer experiences?
• Lucy Gregory, Commercial Project Manager, Data Republic: Data is the new black: How to share and get value from data via an appropriate governance framework.
• Jim Drainas, CCO, Cloud Case with Campbell Nicoll, Chief Risk Officer, Regional Australia Bank: A case study in streamlining customer onboarding for complex products and services.
• Carly Clifton, Head of CCO Operations & Business Performance, Westpac: How analytics and omni channel apps are helping Westpac customers.

May 2017: Changing Roles and Challenges of Customer Leadership

Keynote and Guest Speakers

• The Different Customer Models of Platform Businesses and how Customer Leadership can Exploit them, Karen Stocks, former Managing Director, Twitter Australia
• Managing Disruption – Turning Adversity in Diversity, Bob Mansfield ex CEO McDonald’s Australia, Optus.

Break Out Discussions:

• Tracey Madgwick, Manager Customer Service, Brisbane City Council: How Brisbane City Council Built the Case to Offer Premium Service in Government
• Pat McCafferty, Managing Director, Yarra Valley Water: The Intersection of Strategy, Culture and Customer Focus.
• Discussion Group: Strategies to Influence Leaders to Create a Customer Focused Culture.
• Neil Harrison, formerly of iiNet: The evolution of Customer Strategy Under three CEO’s at iiNet
• Brenda LaPorte, formerly of the Big Bash League: Power Plays: The Customer and Change Lessons from the Big Bash League Phenomena
• Pierre-Cedric Bonnet, Club Manager and NCE Market Lead, Nespresso Australia & Oceania: Coffee is at the heart of all we do. Yet consumer pleasure is why we do it.
• Natalie Fagg, Head of Customer and Community, Sydney Swans: In the blood: Growing Members and Loyalty; the Sydney Swans Story
• Jill Baptist, EGM, Customer Futures, IAG: IAG’s Customer Driven Response to New Disruptions
• Niki Buschkuehl, Head of Insights and Customer Engagement, iSelect: iSelect: Proving a Truly Effortless Customer Experience

October 2016: Customers Experience in the Digital Age

Keynote and Guest Speakers

• The Customer In The Age of Disruption, Jane Huxley, Managing Director, Pandora.com
• Paul Zahra, Global Retail Advisor

Break Out Discussions:

• Vinomofo - A Tribal Business in the New Customer Era, Andre Eikmeier, Co-Founder
• Six Reasons Why Digital Transformation is Hard, and what to do about it - Pam Rebecca, former General Manager of Digital, ANZ Australia
• AfterPay – A Payment company changing the way customers shop, Nick Molnar, Co-Founder and CEO
• Ashely Keleher, Director Client Services, Monash University: Changing the student interaction journey: to a personalised digital experience
• Sarah Timmerman, Owner and Director: Building Culture and Customer Experience from the ground up – Beginning Boutique
• Beverley de Kretser, Group Manager Customer Service, South East Water: Working with Customer Behaviour and Digital Interactions in Real Time
• Daniel Tobin, Customer Relationship Management Manager: BMW - How BWW seeks to meet the turbo charged customer expectations of a premium brand
• Dr Michael Rosemann, Professor and Head of the Information Systems School at Queensland University of Technology: The economy of People – use of digital to participate in the life of Customers
• Brendan Bloore, General Manager Customer Services, Citipower: Evolving Digital and other Automated Channels to Manager Unwanted Customer Demand

May 2016: Customer Engagement Models and Needs Across Generations

Keynote and Guest Speakers:

• Is Intimacy a Dirty Word in Business? Naomi Simson, Founder, Director, RedBalloon
• Why Customer Advocacy is No Longer an Option, David Thodey, former Telstra CEO

Break Out Discussions:

• Nab: What happens when the CEO starts Engaging with Customers – Paul Borg, General Manager, Direct Consumer at Nab
• Macquarie Bank: Owners Advisory by Macquarie – The Digital Embrace of Financial Advice through “robo advice” – John O’Connell, Chief Investment Officer, Banking and Financial Services, Macquarie Bank
• Engaging Staff in the turnaround of Vodafone Service while Embracing a Digital Future – Matt Paterson, General Manager, Customer Care, Vodafone Hutchison, Australia
• Lessons in Handling the Needs of the Older Customers Today and Tomorrow – the RSL Story, Liz McMullin, former Contact Centre Manager, RSL Care, currently Manager, State Operations of BUPA SA and NT
• The World’s Best Biscuit: secrets of Engaging Australians to give blood – Janine Wilson, Executive Director, Donor Services, Australian Red Cross Blood Service
• Use on an innovative engagement strategy to disrupt the crowded bicycle market: The ByK Kids Bikes Story, Jennifer Gregory, Head of Online and Marketing, ByK Kids Bikes.
• Straddling the Old and New Disrupted World of Real Estate at Domain – Tony Blamey, Chief Commercial Officer, Domain Group
• Stopping Shopping – Kent & Lime Model, Will Rogers – CEO and co-founder, Kent & Lime

October 2015: The Impacts of Digital Disruption and Customer Led Design

Keynote and Guest Speakers:

• The Importance of Emotion in Digital Disruption, Paul Greenberg, Executive Chairman of NORA.org.au
• The Implications of the Customer of the Future, Bernard Salt, KPMG

Break Out Discussions:

• The No Channel Paradigm of Phygital, Paul Greenberg, Executive Chairman of NORA.org.au
• The Kiwibank and NZ Post approach to Customer Centric Design, Chris McDermott, Head of Innovation at Designworks
• The Aussie Famers Direct Group Story: An All Australian Movement Towards Localisation via Convenience and Quality Food, William Scott, Founder and Director
• Disrupting peer to peer delivery – the Sendle story, Craig Davis, co-founder CMO, Sendle
• Creating Loyal Customers and Suppliers – the Naked Wines Story, Greg Banbury, Marketing Director and co-founder, Naked Wines
• Changing the Leadership Focus to Customer: A Top Down Approach
  

May 2015: Mega Trends in Customer Service

Keynote and Guest Speakers:

• Trust is the New Black, Don Peppers, Peppers and Rogers Group
• The Power of Putting Purpose, Customers and People at the Heart of Commercial Decision-making, Lisa Gray

Break Out Discussions:

• Obstacles in Becoming More “Trustable”, - Don Peppers, Peppers and Rogers Group
• Getting it right as a pure play on line business, - The Grays Online Story, Julie Starley, Executive General Manager, Grays e-Commerce Group
• How Big Data is Reshaping Models in the Insurance Industry, Tracey McFarland, Head of Group Marketing, QSuper
• It’s the Fast That Eat the Slow – Born in the Cloud, Trent Innes, National Sales Director, Xero
• Building a Community, Imogen Baxter, Tu-Share
• Tailoring Product and Customer Experience through Big (and Small) Data, Collin Brigstock, Principal of and Chairman of Finity Consulting Pty Ltd.
• Transforming analogue operations for a digital world, Andrew Kiel, Head of Lending Operations, CUA
• CBA’s Process to meet Customer Expectations in a multichannel world, Mark Kessler, General Manager User Experience and Visual Design.