Customer Experience Management 2018 | IQPC | 29 May 2018 | Doltone House, Sydney, 3/181 Elizabeth 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!

2018 Speakers

ADVISORY BOARD:

Stan Phelps
Cx Visionary, Keynote Speaker and Author, Purple Goldfish

Adam Geneave
Vice President of Customer Experience, Wyndham Resorts

Charles Weiser
Chief Experience Officer, Optus

Cindy Cash
Head of Customer Experience Improvement, Australia Post

SPEAKERS:

Cynthia Krieger
Senior Customer Experience Manager, Tesla Motors

Alex Genov
Head of Customer Research, Zappo's

Jyoti Shukla
Vice President of User Experience, Nordstrom

Ryan Rojo
Head of Customer Service, Coles

Ivan Prpic
Head of Digial Experience, Amp

Sarah Graham
Head of Customer Initiatives, Nab

Ian Andrews
Executive General Manager - Customer Experience and Retail Strategy, Commonwealth Bank

Harriet Wakelam
Director of Human Centred Design, Iag

Amanda Smith
Associate Director of Customer Experience, HealthShare Nsw

Greg Szudrich
Head of Digital Marketing, Rabobank

Rachel Wheeler
Executive Director - Customer Experience, Transport for Nsw

Joanne Murdoch
General Manager Customer and Community, Barwon Water

Yvette Mihelic
General Manager - On Demand Transport, Transdev Australasia

Allan Byrne
Head of Member Engagement, Hbf Health

Marty Walsh
Director of Customer Experience, Department of Defence

Alexis Airey
Chief Customer Officer, Gateway Credit Union

Joanne Stone
Director of Customer Experience Apc, Hudson

Mike Dudarenok
Chief Customer Officer, Flight Centre Group

Tarnya McKenzie
Head of Marketing and Customer Experience, Yarra Valley Water

Dale Preston
Head of Insights, Coles

Scott Howard
Director of Customer Experience Design, Qbe Insurance

Matthew Willis
Chief Education and Experience Officer, Open Colleges

Fernando Samaha
Head of Nps, Nab

Nathan Spence
Director of Customer Experience, Queensland Department of Transport and Main Roads

Kate Maslij
Chief Customer Officer, Thankyou

Simon Jobson
Human Resources Manager, Qantas

Matthew Hingston
Head of Marketing and Customer Experience, Greater Bank

Johann Loibl
Head of Customer Service, ZipMoney

Brendan French
Group Customer Advocate and Executive General Manager Customer Advocacy and Remediation, Commonwealth Bank

Deirdre Boyle

Head of Marketing and Digital, Aia Australia

Heather Svendsen
Head of Customer Experience and Digital, PetSure

Rebecca Taka
Head of Digital and Cx, Rmit University

Nocholas McVey
Manager, Customer Information, Feedback & Experience, Yarra Trams

Jason Reid
Head of Technology - Customer Australia Post

Gabrielle Dracopoulos
Vice President - Customer Advocacy, Citi

Kate Moonen
Head of Customer Marketing, Hcf Australia

Christian Bowman
General Manager - Cx and Engagement, Neds.com.au

Karen Wynn
General Manager of Membership, Racq

Adam Smith
Director of Customer Experience, Australian Turf Club

Paul Kelly
Head of Service Experience, Society One

Nikki Buschkuehl
Head of Insights and Customer Engagement, iSelect

Skye Nicholls
General Manager - Customer Experience, Canon

Josh Rynehart
Director - Customer Coordination, Act Government

Patrycja Stasina
Head of Customer Experience, Strategy and Innovation, Spark

Jason Juma Ross
Head of Tech, Entertainment and Connectivity, Facebook

LeDon Brooks
Vice President - Customer Experience, Schneider Electric

Jason Shugg
Head of Customer Strategy, Bupa

2018 Sponsors

ASSOCIATE PARTNERS:
• Ttec
• Microsoft

EVENT PARTNERS:
• Pegasystems Limited
• Bain & Company
• Genesys
• Tealium
• Strativity Group

SESSION PARTNER:
• MaritzCx

VIP LUNCH SPONSOR:
• LivePerson

EVENT CHAIR:
• Sandbox Company

EXHIBITOR:
• Limebridge

WORKSHOP SPONSOR:
• Quadient