Differentiated Customer Experiences

Coming off the back of the success of our 2nd Virtual CCOF held May 2021 we are most pleased how our 3rd Virtual CCOF Thursday 14 October is shaping. Our theme is, “Differentiated Customer Experiences”. We are taking a slightly different approach and have 3 keynote addresses.

  • Ann Sherry, board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia
  • Mark Fitzgibbon, CEO nib
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

There will be one round of case study sessions including Tennis Australia, IAG’s human factored design expert and one other to be confirmed. 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 regarding the CCOF Dinners

AGENDA

14 October 2021

Differentiated Customer Experiences

8.30am
Zoom opens. People arrive with coffee, chat and settle in.
8.45am
Welcome and Introductions
9.00am
Opening Keynote: Ann Sherry, board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia
10.00am
Coffee Recharge Break
10.15am
Case Study Session
11.15am
Morning Tea
11.30am
Current CEO Perspective Mark Fitzgibbon, MD, nib
12.30pm
Lunch/Opt in Networking
1.15pm
Closing Keynote: Stephen Scheeler, former CEO Facebook
2.15pm
What we Learnt Today and Close
2.30pm
Welcome to stay on for informal discussions

Differentiated Customer Experiences

Coming off the back of the success of our 2nd Virtual CCOF held May 2021 we are most pleased how our 3rd Virtual CCOF Thursday 14 October is shaping. Our theme is, “Differentiated Customer Experiences”. We are taking a slightly different approach and have 3 keynote addresses.

  • Ann Sherry, board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia
  • Mark Fitzgibbon, CEO nib
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

There will be one round of case study sessions including Tennis Australia, IAG’s human factored design expert and one other to be confirmed. 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 regarding the CCOF Dinners

MENU

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Differentiated Customer Experiences

Coming off the back of the success of our 2nd Virtual CCOF held May 2021 we are most pleased how our 3rd Virtual CCOF Thursday 14 October is shaping. Our theme is, “Differentiated Customer Experiences”. We are taking a slightly different approach and have 3 keynote addresses.

  • Ann Sherry, board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia
  • Mark Fitzgibbon, CEO nib
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

There will be one round of case study sessions including Tennis Australia, IAG’s human factored design expert and one other to be confirmed. 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 regarding the CCOF Dinners

CASE STUDIES

We are most fortunate to have Mark Fitzgibbon, nib Group, Managing Director/Chief Executive Officer for agreeing to present, The Current CEO Perspective.

 

Thanks to Karen Clydesdale,Head of Customer Experience and Customer Relationship Management, Tennis Australia, Martin Smithson, General Manager, Merchandise Strategy and Transformation, Coles and Harriet Wakelam, Executive Manager Customer Behaviour and Design at IAG for agreeing to lead a case session. We are currently working on our final case to be locked in the next few days.

 

Reflections on the 34th Chief Customer Officer Forum - Differentiated Customer Experiences

A highly successful thought provoking day, with many topics raised but there were five strong themes around which we wanted to continue the ...

Designing for risk: the impact of design thinking on products at IAG

Human centred design and behaviour science are placing an increasing role in product and process design at IAG. Harriet Wakelam leads a pool...

Lessons and stories in creating Accessible experiences at Coles

The value of disability inclusion and commitment from business is gaining global momentum, and Coles are on the front foot of building acce...

Enabling Tennis to make Customer Led Decisions

Four years ago Craig Tiley, CEO of Tennis Australia described the successful journey of the Australian Open with it’s three customer groups...

Differentiated Customer Experiences

Coming off the back of the success of our 2nd Virtual CCOF held May 2021 we are most pleased how our 3rd Virtual CCOF Thursday 14 October is shaping. Our theme is, “Differentiated Customer Experiences”. We are taking a slightly different approach and have 3 keynote addresses.

  • Ann Sherry, board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia
  • Mark Fitzgibbon, CEO nib
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

There will be one round of case study sessions including Tennis Australia, IAG’s human factored design expert and one other to be confirmed. 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 regarding the CCOF Dinners

KEYNOTE SPEAKERS

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Ann Sherry

Ann is one of Australia's leading business executives with a career that spans Government, Banking and Cruise Tourism.Ann is ...

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Stephen Scheeler

The world has gone digital, but Australian business risk falling behind. As advisor, mentor and speaker, Stephen Scheeler partners with A...

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Steve Fitzgibbon

Mark Fitzgibbon leads ASX-Listed private health insurer, nib, as Chief Executive Officer and Managing Director.Since joining the t...

Differentiated Customer Experiences

Coming off the back of the success of our 2nd Virtual CCOF held May 2021 we are most pleased how our 3rd Virtual CCOF Thursday 14 October is shaping. Our theme is, “Differentiated Customer Experiences”. We are taking a slightly different approach and have 3 keynote addresses.

  • Ann Sherry, board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia
  • Mark Fitzgibbon, CEO nib
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

There will be one round of case study sessions including Tennis Australia, IAG’s human factored design expert and one other to be confirmed. 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 regarding the CCOF Dinners

ATTENDEE LIST

Differentiated Customer Experiences

Coming off the back of the success of our 2nd Virtual CCOF held May 2021 we are most pleased how our 3rd Virtual CCOF Thursday 14 October is shaping. Our theme is, “Differentiated Customer Experiences”. We are taking a slightly different approach and have 3 keynote addresses.

  • Ann Sherry, board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia
  • Mark Fitzgibbon, CEO nib
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

There will be one round of case study sessions including Tennis Australia, IAG’s human factored design expert and one other to be confirmed. 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 regarding the CCOF Dinners

PROGRAMMES PDF

Differentiated Customer Experiences

Coming off the back of the success of our 2nd Virtual CCOF held May 2021 we are most pleased how our 3rd Virtual CCOF Thursday 14 October is shaping. Our theme is, “Differentiated Customer Experiences”. We are taking a slightly different approach and have 3 keynote addresses.

  • Ann Sherry, board member for NAB, Sydney Airport, Unicef and Enero and former CEO, Carnival Australia
  • Mark Fitzgibbon, CEO nib
  • Stephen Scheeler, former CEO Facebook, Australia & New Zealand

There will be one round of case study sessions including Tennis Australia, IAG’s human factored design expert and one other to be confirmed. 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 regarding the CCOF Dinners

SPEAKERS

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Harriet Wakelam

I use design practices to transform and deliver on improved Customer experiences, at IAG this means supporting the design of experiences, products and services that bring to life our purpose of a safer Australi...

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Karen Clydesdale

Working collaboratively enterprise-wide to develop and activate Tennis Australia's Customer Experience strategy and develop a customer centric culture. Support Events and Tennis teams through Human Centred...

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Mark Fitzgibbon

Mark Fitzgibbon leads ASX-Listed private health insurer, nib, as Chief Executive Officer and Managing Director.Since joining the team in 2002, Mark has guided the national and international expansion of the nib...

 

UPCOMING FORUM

14 October 2021