12th Annual Customer Experience Management 2019 | International Quality and Productivity Center | 26 May 2019 | Sofitel Hotel, 61-101 Phillip St, Sydney NSW 2000, Australia

There is a distinction between claiming to be customer centric and actually placing the customer at the centre of your organisation. Being truly customer centric means understanding the balance between your bottom line and your customers. Leading organisations like Commonwealth Bank are axing bonuses for employees that upsell and rewarding staff for delivering customer outcomes, not financial outcomes. Similarly, Zappos (USA) are driving the concept of ‘story telling’, delivering such strong customer experiences that they end up as folklore – like their famous 10 hour customer service call!

It is clear that having merely a satisfied customer is no longer enough because customers still have the ability to choose someone else who will go above and beyond. To compete in today’s market and keep up with heightened expectations, you must know your customers inside out to really deliver a personalised customer experience.

Attend the 12th Annual Customer Experience Management Summit 2019 to discover what sets apart the organisations that transform their visions into actions.

Who Will You Network With?

Heads/Directors/Managers/Professionals in:
• Customer Experience
• User Experience
• Customer Analytics
• Contact Centre
• Customer Operations
• Customer Relations
• Customer Support and Care
• Customer Experience Technology
• Customer Service
• Service Delivery
• Innovation & Technology
• Digital Channels

From the following industries:
• Finance, Banking, Insurance
• Superannuation
• Federal and Local Government
• Energy Retailers
• Telecommunications
• Gambling Industry
• Transport
• Airlines and Hotel Groups
• Retail
• Mortgage Lenders & Brokers

2019 Speakers

Kylie DeCourteney
Chief Customer Officer, Service NSW

Dianne Morgan
Director of Guest Experience, Accor Hotels

Gerard McDermott
Chief Strategy & Customer Officer, MetLife

Fiona Mahony
Experience and Business Design Principal, InfraCo- Telstra Wholesale

Raed Moukaram
Executive Director, Member and Market Insights, USAA

David Huggett
Customer Experience Director, Carlton and United Breweries

Leisa Bacon
Director of Audiences, Australian Broadcasting Corporation

Lee Scales
Chief Customer Officer, UniSuper

Tim Maillet
Deputy Director, Strategic Marketing & Student Recruitment, University of Technology Sydney

Robyn James
National Manager Customer Experience and Strategy, Origin LPG

Rod Netterfield
General Manager Change and Customer, Auto & General

Troy Barnes
Chief Customer Officer, Pizza Hut Asia Pacific, Meet the CX Leaders

Monica Minehan
Customer Experience Lead, Vodafone

Raed Moukaram
Executive Director, Member and Market Insights, USAA

Dianne Morgan
Director of Guest Experience, Accor Hotels

Teresa Yeing
Head of Customer Experience,

Marni Ryan
Head of Digital Marketing, Brand and Customer Service, Botanic Gardens & Centennial Parklands

Van Dissing
Program Director, Service Revolution Transformation, BT Financial Group

Lenaig Musson
Head of Customer Experience and Agile Delivery, Boral

Jacqui Lennon
Head of Product and Customer Experience, Allianz Retire+

David Huggett
Customer Experience Director, Carlton and United Breweries

Shelley McDowell
Director, Customer Experience Strategy, CBRE

Kylie Lewis
Head of Experience Design- Customer Transformation, Bupa

Joan Brierley
Acting Director Customer Service Delivery, Department of Transport, Western Australia

Carly Irving
General Manager Customer market and Operations, Energy Queensland

Matthew Hingston
Head of Marketing and Customer Experience,Greater Bank

Andrew Agnew
Director, Client Contact Group, Department of Agriculture and Water Resources

Graeme Holm
Founder, Infinity Group

Pete Young
Head of MyPost Consumer, Australia Post

Sarah Wright
Head of Customer Experience & Strategy, Latitude Financial

Emma Brady
Customer Experience Manager, Lush Cosmetics

Gerard McDermott
Chief Strategy & Customer Officer, MetLife

Robyn James
National Manager Customer Experience and Strategy, Origin LPG

Tina Morrell
General Manager, Customer Strategy & Experience, NRMA

Lauren Kane
Marketing Manager- Customer Experience, Powershop Australia

Brendan Donoghue
Head of Customer Experience, UniSuper

Kylie DeCourteney
Chief Customer Officer, Service NSW

Troy Barnes
Chief Customer Officer, Pizza Hut Asia Pacific

Kimberley Roberts
Head of Member Experience & Engagement, RACQ

Michele Olivier
Head of Customer Service, Princess Cruises

Darren Whitelaw
Chief Customer Officer, Service Victoria

Alexandra Schischov
Founder, Stylizen

Karishma Mendiratta
Head of Customer Experience and Digital, Sunsuper

Katrina Harrison
Head of Customer Experience, Australian Red Cross

Fiona Mahony
Head of End to End Experience, InfraCo- Telstra Wholesale

Lee Scales
Chief Customer Officer, UniSuper

Tim Maillet
Deputy Director, Strategic Marketing & Student Recruitment, University of Technology Sydney

Robert Tedesco
Vice President of Loyalty & Partnerships, American Express

Rod Netterfield
General Manager Change and Customer, Auto & General

Glen Foley
GM Customer Experience, Liberty Financial

Julia Anderson
Manager Customer Experience and Improvement, Bendigo and Adelaide Ban

Gabrielle Dracopoulos
Head of Experience Transformation, Guide Dogs ACT/ NSW, Meet the Speakers

Leisa Bacon
Director of Audiences, Australian Broadcasting Corporation

Scott Howard
Head of Customer Experience and Insights, QBE Insurance

Heather McGovern
Former Chief Product and Marketing Officer, BankVic

Katrina Schiedemeyer
Voice of Customer Leader, Oshkosh Corporation

Todd Shipp
Head of Marketing, Cabcharge

Sheree Barratt
Former Sales and Service Enhancement Manager, Credit Union SA

Naved Khan
Head Customer Service & Operations (Seller) - Global Service Delivery, eBay ANZ

Susan Parkes
Group Manager Customer Central, Auckland Transport

David Jaffe
Consulting Director, Limebridge Australia

Slade Sherman
Chief Experience Officer, iSelect

Bronwyn Gill
Head of Global Business Intelligence, Australia, J.D. Power

Brad Meehan
Managing Director, Strativity Group Australia

Lucy Raymond
Head of Customer Experience Design, Auto & General

Michael Lau
Director of Customer Experience, NSW Department of Industry

Arthur Nowak
Senior Vice President Operationsm, TTEC, Asia-Pacific

Nicholas McVey
Manager, Passenger Experience Delivery, Yarra Trams

Mark Young
Senior Manager, Sales and Customer Experience, La Trobe University

2019 Sponsors & Partners

EVENT PARTNER:
• LanguageLoop
• Accenture
• TTEC
• MaritzCX
• LimeBridge Australia
• SAP
• Strativity Group

STREAM SPEAKER:
• J.D Power

EXHIBITION PARTNER:
• Ezispeak
• Clevertar

IN PARTNERSHIP:
• CX NETWORK