Faye Hampton, Managing Director, Conferences, Focus Network

Sam McCool, CEO & Founder, www.sammccool.com.au

Andrew Birkic, Chief Executive Officer, Ford Motor Company of Australia

• What is the role of the CEO in branding and why should branding be treated so carefully?
• Balancing customer expectations, employee experience and market trends to engineer growth
• Leveraging on the brand equity to shape your organisation’s culture
• Navigating around barriers to innovation by bringing together diverse and inclusive teams to foster creativity

Speaker to be confirmed

Today’s consumers do not differentiate between the brand experience and the customer experience. CX and marketing teams need to work together to develop a unified vision and align resources to connect the brand promise with the customer experience.

• Exploring the unity points between expectation and delivery
• Leveraging joint channels to empower marketing with CX data
• Best practice in bring together the technology, marketing and CX teams to focus on customer priorities

Panellists:

Matt Williams, Managing Director, Revenue and Marketing, Optus

Damian Madden, Director of Consumer Experience & Digital Transformation, Pernod Ricard Winemakers

Moderator:

Louise Cummins, CMO, World Vision and Director, Australian Marketing Institute

• With evolving customer behaviours, how is marketing strategy being disrupted?
• Is Experience the new brand?
• Impact and influence with purpose – how brands make meaningful connections and impact

Dan Ferguson, Chief Marketing Officer, Adore Beauty

• Understanding customer behaviour across channels to increase loyalty
• Reinforcing trust by meeting customers wherever they are
• Key content strategies to immerse customers in the brand

Bora Arslan, General Manager - Data and Analytics, Everyday Banking and Consumer Finance, Commonwealth Bank

• What do ethics and the consumer experience look like in a world shaped by algorithms?
• AI, ML and the consumer experience beyond the bots – what process automation innovation is really happening in the back end
• The pitfalls and the hidden bias – what AI gets wrong

Panellists:

Tim Rich, Head of Marketing and Guest Experience, Toyota Finance Australia

• What are the key strategies in developing a trusted data brand?
• Embedding data-informed decision-making in your organisational culture
• Going beyond data governance and operationalising data ethics to avoid harmful impacts

Panellists:

TBC

• How to aggregate datapoints that determine customer engagement?
• How to quantify meaningful value at a matter level?
• Examining how top organisations are mastering industry-leading, data-driven growth through scalable and collaborative means

Speaker TBC

• Maintaining an authentic 1-to-1 relationship with your customers in the digital ecosystem
• What new tools are available in the new era of loyalty marketing?
• How to build a future-proof loyalty marketing strategy

Speaker TBC

• How have today’s customer priorities changed and how to exceed their digital expectations?
• How are leading companies differentiating their brand through a more empathetic and personalised CX?
• Meeting the challenges of the pandemic and supply chain crises

Speaker to be confirmed

All marketers understand the need to be faster and more adaptive. So why isn’t every marketing team an Agile one?

This roundtable discussion will share insights into:

• How to avoid the common but deadly approach to pilots that can doom your Agile efforts before they start
• How to build persistent Agile teams that deliver the four key benefits of Agile
• How to map your journey from zero to Agile, starting with your first dedicated Agile team and scaling as far as you need to go

Speaker to be confirmed

There’s a wealth of data that businesses can leverage to learn more about their customer, and many companies are already taking part in analytics projects aimed at understanding client tastes and demands, but their analytics teams run into obstacles that cause their efforts to

This roundtable discussion will delve into:

• Tackling the technical, operational and cultural challenges to connect, pool and personalise your data
• How to collaborate and work closely with the technology teams?

Speaker TBC

TV, digital, direct mail, billboards—everything can be personalised now, but how do you strike the right balance, knowing your customer's love of personalisation can vary by channel?

In this roundtable discussion attendees will share how they use data to find out what degree of personalisation their customers prefer and how to tailor flexible omnichannel strategies to match.

Speaker TBC

Automation done well guides and empowers customers to enjoy great customer service every time. Understanding that automation is meant to augment, not replace, human support is what gets us closer to getting it right every time.

Join this session to understand how automation is transforming and collaborating with human support to deliver the right customer service experience.

Speaker TBC

Important insights in your marketing attribution data may be going unnoticed when working with multiple channels, touchpoints, and models, the data complexity can easily overwhelm even data-savvy audiences.

In this session, attendees will look at how data visualisation techniques and tactics can help communicate your attribution insights more effectively so they resonate with key stakeholders and lead to better marketing performance.

Speaker TBC

Join this discussion to learn more about the more radical innovations that are emerging and having a profound effect on marketing strategies.

• How to stay competitive while applying AI creatively and responsibly
• What are the latest technology trends from the CX trenches?
• What’s coming for marketers and how these new technologies might be CX game changers

Speaker TBC

There’s a wealth of data that businesses can leverage to learn more about their customer, and many companies are already taking part in analytics projects aimed at understanding client tastes and demands, but their analytics teams run into obstacles that cause their efforts to

This roundtable discussion will delve into:

• Tackling the technical, operational and cultural challenges to connect, pool and personalise your data
• How to collaborate and work closely with the technology teams?

Speaker TBC

All marketers understand the need to be faster and more adaptive. So why isn’t every marketing team an Agile one?

This roundtable discussion will share insights into:

• How to avoid the common but deadly approach to pilots that can doom your Agile efforts before they start
• How to build persistent Agile teams that deliver the four key benefits of Agile
• How to map your journey from zero to Agile, starting with your first dedicated Agile team and scaling as far as you need to go

Speaker TBC

Automation done well guides and empowers customers to enjoy great customer service every time. Understanding that automation is meant to augment, not replace, human support is what gets us closer to getting it right every time.

Join this session to understand how automation is transforming and collaborating with human support to deliver the right customer service experience.

Speaker TBC

TV, digital, direct mail, billboards—everything can be personalised now, but how do you strike the right balance, knowing your customer's love of personalisation can vary by channel?

In this roundtable discussion attendees will share how they use data to find out what degree of personalisation their customers prefer and how to tailor flexible omnichannel strategies to match

Speaker TBC

Join this discussion to learn more about the more radical innovations that are emerging and having a profound effect on marketing strategies.

• How to stay competitive while applying AI creatively and responsibly
• What are the latest technology trends from the CX trenches?
• What’s coming for marketers and how these new technologies might be CX game changers

Speaker TBC

Important insights in your marketing attribution data may be going unnoticed when working with multiple channels, touchpoints, and models, the data complexity can easily overwhelm even data-savvy audiences.

In this session, attendees will look at how data visualisation techniques and tactics can help communicate your attribution insights more effectively so they resonate with key stakeholders and lead to better marketing performance.

Satya Upadhyaya, Vice President Campaign Optimisation, Marketing Capability & Change, Citi

Today’s customer has become more informed and enriched and they no longer compare one banking institute or organisation with another. In fact, they compare experiences. Experiences that are easy, instant, and seamless.

This change has made a paradigm shift to current day business operations, how business will get done, how to stay relevant and play an active part in the customer’s life. Traditional approaches with siloed channels with numerous repetitive workflows are doing little benefit to organisations, staff, and customers they serve.

Let’s navigate this journey putting the experience layer over the technology layer. This approach will allow organisations to orchestrate customer interactions across multiple touchpoints, generating massive savings in cost and time and delivering a CX that makes sense.

Speaker TBC

• Designing for all emotions – not just delight
• Embedding personality and style into products and customer journeys to influence the connection
• Identifying and building on opportunities to go above and beyond the baseline of trust
• Building diverse teams to impact your design

Panellists:

Lorna Ash, Marketing Director, Homecare, Unilever

Manisha Seewal, Chief Marketing Officer, Gumtree

• Driving societal good and business growth with brand impact – how are leading companies channelling their Voice of Customer to address environmental and social issues?
• What is the impact on a brand’s equity that leads and influences social and environmental values?
• What are the risks to avoid ‘cancel culture’?

Panellists:

Yvette Mihelic, Director Customer Experience Rail Operations, John Holland Group

• More value for money, added features, efficient service – are these approaches enough to engage and delight today’s customers?
• Identifying the key moments of truth in the customer journey
• How to determine the precise costs/benefits that link the customer experience to business performance?

Speaker TBC

• As third-party cookies phase out, how can organisations begin to own their customers?
• Preparing your marketing strategy to for zero and first-party data collection – what are the best option to acquire this?
• Building a consumer data platform (CDP) – how to pair API native platforms with real-time data integration provide connected brand experiences across channels

Speaker TBC

• How to read customer signals and predict behaviour to personalise experiences?
• Addressing the common data challenges to discovering and actioning quality consumer insights
• Turning consumer insights into action to close feedback loops
• How to make proactive data-driven decisions to transform customer journeys and improving the entire customer lifestyle

Speaker TBC

• How to meet customers demand for frictionless experiences with a seamlessly integrated omnichannel strategy?
• Empowering employees with the tools they need to make every interaction on traditional channels feel premium and personalised
• Key factors to implement harmony between your channel offerings and exceed customer expectations

Speaker TBC

• Bridging the gap between CX designers, brand and business leaders to define the KPIs
• As CX design is embedded throughout the organisation, how do you put a value on its impact on culture?
• Establishing how to value what really works for the customer, beyond the NPS

Panellists:

Rolee Satyam, Chief Data Officer, Westpac

Lisa Samuels, Chief Experience Officer, Hesta

Jane Power, Global Marketing & Digital Transformation Director, GenesisCare

Moderator:

TBC

• As marketing becomes more integrated with everything from technology, experience and revenue to diversity and sustainability, how will Customer Leaders balance rapid innovation and collaboration?
• How are diverse and inclusive teams driving brand creativity and customer journeys?
• Marketing and CX in the metaverse – fad or future?