Insights. Data. Personalisation and the Customer

Our 3rd Virtual CCOF held Ocotber 2021 was remarkable success, trialing a new approach of three keynotes, there were two keynote addreses and one "fireside" chat. We are most pleased to be now planning our next CCOF to be held 12 May, 2022. Our theme is, Insights. Data. Personalisation and the Customer. Again, we are taking a slightly different approach and having 2 keynote addresses and an expert for the day. We are currently finalising our final keynote.

  • Bernard Salt, Corporate Advisor, Media Commentator and Columnist, Podcast Presenter, Linked In Top Voice 2020, 2018
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

The CCOF is to be held at the Pullman Quay Grand Sydney Harbour, we are thrilled to be able to co-ordinate to reconnect in person and also to re-introduce the CCOF Dinner the night prior. There will be case study sessions and as always, you get to choose your own agenda.

As a member you can also bring guests to key note sessions if your CEO or others want to hear from some of those senior figures. Thank you for your understanding and patience. We will keep you updated as the planning continues to evolve.

AGENDA

12 May 2022

Chief Customer Officer Forum Agenda

8.00am
Arrival and Coffee
8.30am
Welcome and Introductions
8.45am
Opening Keynote: Wendy Stops, non-executive Director
9.45am
Morning Tea
10.15am
Breakout Session One
11.20am
Morning Break
11.35am
Breakout Session Two
12.45pm
Lunch
1.45pm
Afternoon Keynote: Bernard Salt, Corporate Advisor and Speaker
2.45pm
Summary of the Day
3.00pm
Afternoon Tea
3.30pm
Optional Overseas Case Study: Darren Cornish, UK: The Data Driven Customer Transformation of AVIVA
4.30pm
Closure

Insights. Data. Personalisation and the Customer

Our 3rd Virtual CCOF held Ocotber 2021 was remarkable success, trialing a new approach of three keynotes, there were two keynote addreses and one "fireside" chat. We are most pleased to be now planning our next CCOF to be held 12 May, 2022. Our theme is, Insights. Data. Personalisation and the Customer. Again, we are taking a slightly different approach and having 2 keynote addresses and an expert for the day. We are currently finalising our final keynote.

  • Bernard Salt, Corporate Advisor, Media Commentator and Columnist, Podcast Presenter, Linked In Top Voice 2020, 2018
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

The CCOF is to be held at the Pullman Quay Grand Sydney Harbour, we are thrilled to be able to co-ordinate to reconnect in person and also to re-introduce the CCOF Dinner the night prior. There will be case study sessions and as always, you get to choose your own agenda.

As a member you can also bring guests to key note sessions if your CEO or others want to hear from some of those senior figures. Thank you for your understanding and patience. We will keep you updated as the planning continues to evolve.

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Insights. Data. Personalisation and the Customer

Our 3rd Virtual CCOF held Ocotber 2021 was remarkable success, trialing a new approach of three keynotes, there were two keynote addreses and one "fireside" chat. We are most pleased to be now planning our next CCOF to be held 12 May, 2022. Our theme is, Insights. Data. Personalisation and the Customer. Again, we are taking a slightly different approach and having 2 keynote addresses and an expert for the day. We are currently finalising our final keynote.

  • Bernard Salt, Corporate Advisor, Media Commentator and Columnist, Podcast Presenter, Linked In Top Voice 2020, 2018
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

The CCOF is to be held at the Pullman Quay Grand Sydney Harbour, we are thrilled to be able to co-ordinate to reconnect in person and also to re-introduce the CCOF Dinner the night prior. There will be case study sessions and as always, you get to choose your own agenda.

As a member you can also bring guests to key note sessions if your CEO or others want to hear from some of those senior figures. Thank you for your understanding and patience. We will keep you updated as the planning continues to evolve.

CASE STUDIES

A. Stephen Scheeler (returning keynote presenter from the previous CCO Forum): A. Five personalisation themes already evident in the 21 century and what makes them hard

Stephen Scheeler, the former Facebook ANZ CEO, watches with great interest as companies fail to utilise the data they have for the customer,...

B. How MECCA used personalisation to recreate the intimacy of the store experience - Lauren Shepherd

After almost 25 years of delivering exceptional in-store experience to customers, it was time for MECCA to rethink its digital offering to ...

C. Making data a true enabler for Aware Super – Karen Ganschow

Karen Ganschow is endeavoring to put the right data in everyone’s hands at Aware Super. She has drawn from her previous great work at Telstr...

D. Earths most customer centric company, fact or fiction? – Craig Fuller

Amazon has promoted itself as “earths most customer centric company” but what are the mechanisms that underpin this claim? Craig Fuller has...

E. Case studies of organizations using data to become frictionless for customers – Bill Price (U.S.) and David Jaffe (Limebridge Australia)

Reducing friction for customers is now an essential strategy as innovative new businesses like Uber, Xero and Airbnb have been set up to und...

Optional Case Study from the UK (via Zoom) – Darren Cornish How Aviva made 900 leaders data natives and transformed the customer experience

Since 2018, Aviva (the UK’s biggest insurance business) has made one of the most effective customer transformations we have heard about with...

Insights. Data. Personalisation and the Customer

Our 3rd Virtual CCOF held Ocotber 2021 was remarkable success, trialing a new approach of three keynotes, there were two keynote addreses and one "fireside" chat. We are most pleased to be now planning our next CCOF to be held 12 May, 2022. Our theme is, Insights. Data. Personalisation and the Customer. Again, we are taking a slightly different approach and having 2 keynote addresses and an expert for the day. We are currently finalising our final keynote.

  • Bernard Salt, Corporate Advisor, Media Commentator and Columnist, Podcast Presenter, Linked In Top Voice 2020, 2018
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

The CCOF is to be held at the Pullman Quay Grand Sydney Harbour, we are thrilled to be able to co-ordinate to reconnect in person and also to re-introduce the CCOF Dinner the night prior. There will be case study sessions and as always, you get to choose your own agenda.

As a member you can also bring guests to key note sessions if your CEO or others want to hear from some of those senior figures. Thank you for your understanding and patience. We will keep you updated as the planning continues to evolve.

KEYNOTE SPEAKERS

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Bernard Salt

Bernard Salt AMBernard Salt is widely regarded as one of Australia’s leading social commenta...

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Wendy Stops, (B.App.Sc (IT), GAICD)

Wendy is a Non-executive Director of the Coles Group, Blackmores Group and Fitted for Work, and a Council Member of The University of Mel...

Insights. Data. Personalisation and the Customer

Our 3rd Virtual CCOF held Ocotber 2021 was remarkable success, trialing a new approach of three keynotes, there were two keynote addreses and one "fireside" chat. We are most pleased to be now planning our next CCOF to be held 12 May, 2022. Our theme is, Insights. Data. Personalisation and the Customer. Again, we are taking a slightly different approach and having 2 keynote addresses and an expert for the day. We are currently finalising our final keynote.

  • Bernard Salt, Corporate Advisor, Media Commentator and Columnist, Podcast Presenter, Linked In Top Voice 2020, 2018
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

The CCOF is to be held at the Pullman Quay Grand Sydney Harbour, we are thrilled to be able to co-ordinate to reconnect in person and also to re-introduce the CCOF Dinner the night prior. There will be case study sessions and as always, you get to choose your own agenda.

As a member you can also bring guests to key note sessions if your CEO or others want to hear from some of those senior figures. Thank you for your understanding and patience. We will keep you updated as the planning continues to evolve.

ATTENDEE LIST

Insights. Data. Personalisation and the Customer

Our 3rd Virtual CCOF held Ocotber 2021 was remarkable success, trialing a new approach of three keynotes, there were two keynote addreses and one "fireside" chat. We are most pleased to be now planning our next CCOF to be held 12 May, 2022. Our theme is, Insights. Data. Personalisation and the Customer. Again, we are taking a slightly different approach and having 2 keynote addresses and an expert for the day. We are currently finalising our final keynote.

  • Bernard Salt, Corporate Advisor, Media Commentator and Columnist, Podcast Presenter, Linked In Top Voice 2020, 2018
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

The CCOF is to be held at the Pullman Quay Grand Sydney Harbour, we are thrilled to be able to co-ordinate to reconnect in person and also to re-introduce the CCOF Dinner the night prior. There will be case study sessions and as always, you get to choose your own agenda.

As a member you can also bring guests to key note sessions if your CEO or others want to hear from some of those senior figures. Thank you for your understanding and patience. We will keep you updated as the planning continues to evolve.

PROGRAMMES PDF

Download PDF

Insights. Data. Personalisation and the Customer

Our 3rd Virtual CCOF held Ocotber 2021 was remarkable success, trialing a new approach of three keynotes, there were two keynote addreses and one "fireside" chat. We are most pleased to be now planning our next CCOF to be held 12 May, 2022. Our theme is, Insights. Data. Personalisation and the Customer. Again, we are taking a slightly different approach and having 2 keynote addresses and an expert for the day. We are currently finalising our final keynote.

  • Bernard Salt, Corporate Advisor, Media Commentator and Columnist, Podcast Presenter, Linked In Top Voice 2020, 2018
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

The CCOF is to be held at the Pullman Quay Grand Sydney Harbour, we are thrilled to be able to co-ordinate to reconnect in person and also to re-introduce the CCOF Dinner the night prior. There will be case study sessions and as always, you get to choose your own agenda.

As a member you can also bring guests to key note sessions if your CEO or others want to hear from some of those senior figures. Thank you for your understanding and patience. We will keep you updated as the planning continues to evolve.

SPEAKERS

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Bill Price

Raising the bar for customer service and customer experience excellence by helping clients (more than 150 US-based and global companies) to manage the delicate balance between increasing customer loyalty while ...

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Craig Fuller

A charismatic, calm under pressure, entrepreneurial business leader who always puts the customer first, then knows how to work backwards to drive rapid, scalable, profitable growth. His international, multi-lin...

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Darren Cornish

Extensive Director level experience of Operational Service & Sales Management (up to 2500 staff under direct leadership), HR Operations, & Sales/Business management for blue chip organisations.Transform...

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David Jaffe

David Jaffe lives in Melbourne and is the Consulting Director of the specialist customer experience business;- Limebridge Australia. He grew up in England and studied at Oxford University. For 30 years he has c...

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Karen Ganschow

An experienced Business Leader with a skill for start up and customer centric transformations.An ability to develop the strategic vision and the capability to turn that vision into action delivering meaningful ...

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Lauren Shepherd

My career has fostered my obsession with exceptional customer experience and allowed me to fully develop my inner data nerd to deliver beautiful experiences across digital platforms – and more recently in brick...

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Stephen Scheeler

The world has gone digital, but Australian business risks falling behind. As advisor, mentor, speaker and business builder, Stephen partners with Australia's business leaders to help them master digital st...

 

UPCOMING FORUM

12 May 2022