Customer Experience Leaders Exchange | International Quality & Productivity Center | 21 November 2017 | Yarra Valley Lodge, 2 Heritage Avenue Chirnside Park, Victoria 3116 Australia

An Invite-Only Event Reserved for 40 Pre-Qualified Executive Level Customer Experience Practitioners

Australian businesses are locked in a customer experience arms race, and those who are offering the greatest personalisation of service are winning.

Practitioners have more tools then ever to help them deliver a bespoke experience, with unprecedented customer insights, a proliferation of channels and intelligent automation on the horizon.

But it isn’t plain sailing, with customers expecting a seamless experience across all channels, loyalty at an all time low and staff struggling to adapt to technology change.

To help you stay ahead of the curve, the Customer Experience Leaders Exchange will focus on:
• Leveraging customer data to tailor product recommendations and contact channels
• Utilizing automation and artificial intelligence to solve customer problems, and enhance the insights you are able to generate from your data
• Developing consistent service across multiple channels and platforms
• Enhancing customer loyalty through customer advocacy and retention programs
• Driving employee engagement as a means to improve the customer experience

2017 Speakers:

Mike Dudarenok
Chief Customer Officer, Flight Centre

Mark Capps
Regional Manager, Community Operations (ANZ), Uber

Susanne Stevenson
Director Customer Futures & Insights, IAG New Zealand

Michael Weeding
Director, Digital and Design, Wealth, Customer & Solutions, AMP

Charles Weiser
Head of Customer Experience- CX Innovation Lab, Optus

Anita Hawthorne
General Manager, Customer Experience, Air New Zealand

Barry French
Program Manager - Data Driven Experiences, Westpac

Tina Morrell
General Manager, Customer Value Proposition, NRMA

Fernando Samaha
Head of NPS, National Australia Bank

Sarah Graham
Head of Customer Initiatives, National Australia Bank

Craig Lauchlan
General Manager, Customer Experience Transformation, AGL Energy

Paul Cahill
General Manager, Customer and CRM, Tabcorp

Jane Cohen
General Manager, Consumer, Chief Customer Office, AusPost

Joanne Stone
Director of Customer Experience, Hudson

Agnieszka Hatton
Head of Business Insights and Analytics, Commonwealth Bank of Australia

Leigh McDonald
General Manager, Direct Channels, Kiwibank

2017 Sponsors:

• InMoment
• SPi CRM
• Freshdesk
• Maritz CX
• Watermelon Research
• Resonate Solutions
• Strativity Group