Join us at the upcoming cmo/cx evolve forum 20th July 2022, Sheraton Grand
Sydney Hyde Park
Join us at the upcoming CMO/CX evolve forum 20th July 2022, Sheraton Grand Sydney Hyde Park Join us at the upcoming cmo/cx evolve forum 20th July 2022, Sheraton Grand Sydney Hyde Park Join us at the upcoming cmo/cx evolve forum 20th July 2022, Sheraton Grand
Sydney Hyde Park
Days
Hours
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Seconds

WHAT
GOES ON

About
the event

The CMO/CX Evolve Forum will explore the emerging future-focused developments in Marketing, CX tools and technology at a high strategic level, where we will bring together a group of over 150 senior Marketing and Customer Experience Leaders from across the country, represented via a diverse range of industries.

Taking place on the 20th July, 2022 at the Sheraton Grand Sydney Hyde Park, this year’s theme will be focused around “The evolving role of the CMO in the age of CX

Whilst we are all adjusting to the ‘new norm’ and adapting to the challenges and opportunities that COVID-19 brought for us all, we are committed to deliver a great event in a well-managed and safe environment.

We have introduced new event protocols to safeguard the health and wellbeing of all our sponsors, attendees and staff whilst continuing to deliver strong opportunities and engagements.

You can download our Safe Event Guidelines here.

About
the event

The CMO/CX Evolve Forum will explore the emerging future focused developments in human resources at a high strategic level, where we will bring together a group of over 150+ senior CMO/CX leaders from across the country, represented via a diverse range of industries.

Taking place on the 24th March, 2022 at the Sheraton Grand Sydney, Hyde Park. This years theme will be focused around “ The evolving future of HR”

Over the last couple of years, businesses have seen a major shift in the way they need to engage, communicate and mentor employees, while at the upcoming forum in 2022 we have constructed a program that covers off the 6 major areas of importance for the CMO/CX leader of today. These include Employee Experience, Talent Management, Diversity and Inclusion, Leadership, Future of Work and Mental Health & Wellbeing.

Attendees will have the opportunity to personalise their own agenda and maximise their time out of the office by selecting the sessions that are most relevant to them and their business.

Our networking drinks function will provide the chance to interact face to face with peers in a very relaxed setting, while the CMO/CX Marketplace will allow attendees to explore a range of products and services on offer across the industry that can assist their business in evolving.

Whilst we are all adjusting to the ‘new norm’ and adapting to the challenges and opportunities that COVID-19 brought for us all, we are committed to deliver a great event in a well-managed and safe environment.

We have introduced new event protocols to safeguard the health and wellbeing of all our sponsors, attendees and staff whilst continuing to deliver strong opportunities and engagements.

You can download our Safe Event Guidelines here.

meet
our speakers

Damian Madden

Director of Digital Transformation and Consumer Experience, Pernod Ricard

Jane Power

Global Marketing & Digital Transformation Director, GenesisCare

Satya Upadhyaya

Vice President Campaign Optimisation, Marketing Capability & Change, Citi

Bora Arslan

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

Tim Rich

Head Of Marketing And Customer Experience, Toyota Finance Australia

why
join us

POWERFUL AUDIENCE

Engage and interact with an audience of 150 + CMO/CX leaders

PERSONALISED PROGRAM

Select sessions that are pertinent for you and your business to attend

NETWORKING

Form new relationships with like-minded individuals on site

SPEAKERS

Over 30+ international and local Marketing and Customer Experience leaders presenting across two stages

FORM NEW PARTNERSHIPS

Connect with leading Marketing and Customer Experience vendors directly via the CMO/CX Marketplace

STRENGTHEN YOUR SKILLS

Learn, grow and evolve your skills through engaging sessions

schedule
details

The conference schedule is a draft and is subject to change.

Morning
July 20, 2022
Afternoon
July 20, 2022
8:00 am - 8:30 am
Main Planery

REGISTRATION AND WELCOME REFRESHMENTS

8:30 am - 8:45 am
Main Planery

WELCOMING ADDRESS AND OPENING REMARKS

Faye Hampton, Managing Director, Conferences, Focus Network
Sam McCool, CEO & Founder, www.sammccool.com.au

8:45 am - 9:15 am
Main Plenary – Ballroom 1

OPENING KEYNOTE PRESENTATION - From CMO to CEO – establishing the right culture to balance customer, employee and business needs

Andrew Birkic
CEO, Ford
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

9:20 am - 9:40 am
Main Plenary – Ballroom 1

KEYNOTE PRESENTATION - Connecting CX and Marketing: How to create richer customer-centric experiences that deliver?

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
9:45 am - 10:20 am
Main Plenary – Ballroom 1

KEYNOTE PANEL DISCUSSION: Shaping the future of Marketing and CX – how are leading companies are rethinking the customer experience to reinforce their brand

Louise Cummins
Chief Marketing Officer, World Vision
Matt Williams
Managing Director, Revenue and Marketing, Optus
Damian Madden
Director of Digital Transformation and Consumer Experience, Pernod Ricard

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

10:25 am - 10:40 am
Foyer

MORNING NETWORKING BREAK

10:45 am - 11:05 am
Stream A – Ballroom 1

SPEAKING PRESENTATION - CMO TRACK - Brand loyalty – mastering the customer journey

Dan Ferguson
CMO, Adore Beauty
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

10:45 am - 11:05 am
Stream B – Ballroom 2

SPEAKING PRESENTATION - CXO TRACK - AI and the reimagined customer experience

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

11:10 am - 11:45 am
Stream A – Ballroom 1

PANEL DISCUSSION - Building trust between brand and customer in an era of data ethics and security

Tim Rich
Head Of Marketing And Customer Experience, Toyota Finance Australia

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

11:10 am - 11:45 am
Stream B – Ballroom 2

PANEL DISCUSSION - Overlaying CX, data, digital and mobile strategies to drive a richer customer experience

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
11:50 am - 12:10 pm
Stream A – Ballroom 1

SPEAKING PRESENTATION - Driving loyalty programs to fuel growth before, during, and after a pandemic

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
11:50 am - 12:10 pm
Stream B – Ballroom 2

SPEAKING PRESENTATION - Empathy, ethics, CX and the employee experience – bringing customers closer in the new era of human connection

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
12:15 pm - 1:00 pm
Foyer

NETWORKING LUNCH

1:05 pm - 1:35 pm
Stream A – Ballroom 1

ROUNDTABLE SESSION - Persistently agile: the key to high performance marketing

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
1:05 pm - 1:35 pm
Stream B – Ballroom 2

ROUNDTABLE SESSION - Data connectivity – you cannot create a personalised experience without this

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?
1:05 pm - 1:35 pm
Stream A – Ballroom 1

ROUNDTABLE SESSION - Dynamic content creation - striking the right balance in personalization

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.

1:05 pm - 1:35 pm
Stream B – Ballroom 2

ROUNDTABLE SESSION - Customer service automation – the key but not the answer

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.

1:05 pm - 1:35 pm
Stream A – Ballroom 1

ROUNDTABLE SESSION - How data visualisation can amplify your attribution insights

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.

1:05 pm - 1:35 pm
Stream B – Ballroom 2

ROUNDTABLE SESSION - Leveraging emerging technologies (AI, ML, IoT, robotics) to skyrocket customer satisfaction and boost business outcomes

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
1:40 pm - 2:10 pm
Stream A – Ballroom 1

ROUNDTABLE SESSION - Data connectivity – you cannot create a personalised experience without this

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?
1:40 pm - 2:10 pm
Stream B – Ballroom 2

ROUNDTABLE SESSION - Persistently agile: the key to high performance marketing

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
1:40 pm - 2:10 pm
Stream A – Ballroom 1

ROUNDTABLE SESSION - Customer service automation – the key but not the answer

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.

1:40 pm - 2:10 pm
Stream B – Ballroom 2

ROUNDTABLE SESSION - Dynamic content creation - striking the right balance in personalisation

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

1:40 pm - 2:10 pm
Stream A – Ballroom 1

ROUNDTABLE SESSION - Leveraging emerging technologies (AI, ML, IoT, robotics) to skyrocket customer satisfaction and boost business outcomes

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
1:40 pm - 2:10 pm
Stream B – Ballroom 2

ROUNDTABLE SESSION - How data visualisation can amplify your attribution insights

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.

2:15 pm - 2:30 pm
Foyer

NETWORKING BREAK

2:35 pm - 2:55 pm
Stream A – Ballroom 1

SPEAKING PRESENTATION - CMO TRACK - Customer Demand Digital Experience

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

2:35 pm - 2:55 pm
Stream B – Ballroom 2

SPEAKING PRESENTATION - CXO TRACK - How to design for emotion with real intent?

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
3:00 pm - 3:35 pm
Stream A – Ballroom 1

PANEL DISCUSSION - CMO TRACK - Sustainability – How can brands inspire behaviour change?

Lorna Ash
Head of Homecare, ANZ, Unilever
Manisha Seewal
Chief Marketing Officer, Gumtree

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’?

3:00 pm - 3:35 pm
Stream B – Ballroom 2

PANEL DISCUSSION - CXO Track - From insight to impact – how a focus on the customer impacts the bottom line

Yvette Mihelic
Director Customer Experience, John Holland

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?

3:40 pm - 4:00 pm
Stream A – Ballroom 1

SPEAKING PRESENTATION - CMO TRACK - How brands can integrate data collection methods that prioritise consumer privacy

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
3:40 pm - 4:00 pm
Stream B – Ballroom 2

SPEAKING PRESENTATION - CXO TRACK - Uncovering better insights with user research and customer data

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
4:05 pm - 4:30 pm
Main Plenary – Ballroom 1

KEYNOTE PRESENTATION - Building an effective omnichannel strategy to meet customers wherever they are

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
4:30 pm - 4:50 pm
Main Plenary – Ballroom 1

KEYNOTE PRESENTATION - Measuring the ROI of customer experience and design outcomes

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
4:50 pm - 5:25 pm
Main Plenary – Ballroom 1

KEYNOTE PANEL DISCUSSION - The great convergence

Lisa Samuels
Chief Experience Officer, Hesta
Jane Power
Global Marketing & Digital Transformation Director, GenesisCare
Rolee Satyam
Chief Data Officer, Westpac

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?

5:25 pm - 5:30 pm
Main Plenary – Ballroom 1

CLOSING REMARKS FROM THE CHAIR AND END OF THE FORUM

5:30 pm - 6:30 pm
Foyer

NETWORKING DRINKS

pricing
plans

1 TICKET

$ 1,990
  • Access to onsite mobile APP
  • Meals and refreshments
  • Access to all sessions
  • Presentation slides and photos
  • Access to CMO/CX Marketplace

GROUP TICKET (2 - 4)

$ 1,790
  • Access to onsite mobile APP
  • Meals and refreshments
  • Access to all sessions
  • Presentation slides and photos
  • Access to CMO/CX Marketplace

GROUP TICKETS (5+)

$ 1,490
  • Access to onsite mobile APP
  • Meals and refreshments
  • Access to all sessions
  • Presentation slides and photos
  • Access to CMO/CX Marketplace

official
sponsors

Platinum Sponsor

Gold Sponsor

Standard Sponsor

"The event continues to provide a fantastic opportunity to listen to peers, their journeys, opinions & lessons learnt. Once again I’m going away feeling inspired and energised. Thank you."

SUPER RETAIL GROUP

"The calibre of attendees is like no other event I attend in australia. This was a very impressive group of the country’s most senior professionals and presenters, while the suppliers on site have provided me with some greater insights around what I need to be changing with in my business."

Chevron

“First of all, can I just say this was one of the best conferences I have been to in the last 5 years. The calibre of attendees, suppliers and speakers was exceptional. Your team – were so helpful before and during the event. Well done, I'd be very happy to be invited back!”

20th Century FOX

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ATTENDEES

the
venue

Sheraton Grand Sydney Hyde Park

161 Elizabeth St, Sydney NSW 2000

Reception info

Telephone: +61-2-9286 6000 Information: click here