Join us at the upcoming eComm evolve forum 19th May 2022, Hilton Hotel
Sydney
Join us at the upcoming eComm evolve forum 19th May 2022, Hilton Hotel, Sydney Join us at the upcoming eComm evolve forum 19th May 2022, Hilton Hotel, Sydney Join us at the upcoming eComm evolve forum 19th May 2022, Hilton Hotel
Sydney
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WHAT
GOES ON

About
the event

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

Taking place on the 19th May, 2022 at the Hilton Hotel, Sydney, this year’s theme will be focused around “The evolving future of eComm”

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 eComm 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 eComm 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 eComm 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 eComm 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

Joy Wright

Digital Portfolio Change Lead, Westpac

Dani Masi

Director Digital Sales & eCommerce, Optus

JP Tucker

Co-Founder, HelloDrinks Liquor Marketplace

Owen Bolwell

Global Ecommerce & Digital Transformation, Total Beauty Network

Raffaella Olah

Director - Global Services/SESS/Customer Service, SEKO Ecommerce

Nicole Parker

Director of eCommerce and Marketing ANZ, Weber BBQ

Nicole McInnes

Director of Marketing and Commercial, ANZ, WW (Formerly Weight Watchers); CMO Top 50 2021

Jay Dixit

Head Of Supply Chain, Delonghi Australia

Michael Drew

eCommerce Head, ASEAN and South Pacific, The Coca-Cola Company

Malcolm Koh

Global Director, Customer Experience, Zendesk

why
join us

POWERFUL AUDIENCE

Engage and interact with an audience of 150 + eComm 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 eComm and digital leaders presenting on stage

FORM NEW PARTNERSHIPS

Connect with leading eComm and digital vendors directly via the eComm 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
May 19, 2022
Afternoon
May 19, 2022
8:00 am - 8:40 am
Main Planery

REGISTRATION AND BADGE COLLECTION

8:45 am - 8:50 am
Main Planery

WELCOMING ADDRESS

Faye Hampton, Managing Director, Conferences, Focus Network

8:50 am - 9:00 am
Main Planery

OPENING REMARKS FROM THE CHAIR

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

9:00 am - 9:30 am
Main Plenary – Ballroom 1

OPENING KEYNOTE FIRESIDE CHAT

Wayne Baskin
Deputy CEO, Booktopia
Wayne Baskin, Deputy CEO, Booktopia

Interviewer:

Faye Hampton, Managing Director, Conferences, Focus Network

FIRESIDE CHAT

  • Key lessons of growth
  • Online behaviour
  • Pandemic strategy changes
  • Connection between retail, eComm and Fintech
  • Customer obsession
  • Cultural leadership

9:35 am - 10:10 am
Main Plenary – Ballroom 1

PANEL DISCUSSION - Designing a superb customer experience from end to end of the journey

Joy Wright
Digital Portfolio Change Lead, Westpac
Dani Masi
Director Digital Sales & eCommerce, Optus
Ben Hancock
Conversational CX specialist, LivePerson

Panellists:

Dani Masi, Director Digital Sales & eCommerce, Optus

Joy Wright, Digital Change Portfolio Lead, Westpac

 

Moderator:

Ben Hancock, Conversational CX specialist, LivePerson

 

  • What is the role of digital conversations in today’s pathway to purchase?
  • How do you make your brand’s value clear to even the most mildly interested prospect?
  • How do you ensure your shopping and purchasing ecommerce customer experience is superlative?
  • How do you currently utilise AI to facilitate personalisation?
  • How do you go about delivering proactive, predictive, and personalised experiences at scale?

10:15 am - 10:35 am
Main Plenary – Ballroom 1

SPEAKING PRESENTATION - Design and Delivery of Amazing Customer Experiences

Alena Jang Croucher
Head of Customer Experience, HSBC
Alena Jang Croucher, Head of Customer Experience, HSBC
  • Driving amazing customer experiences and how we unlock this for organisations
  • How we connect data and insights and embed into CX delivery across channels, customer touchpoints and moments of truth
  • How we connect employee experience and customer experience improvements and interdependencies across your organisation
  • The journey towards omnichannel and personalisation for our customers

10:40 am - 11:00 am
Foyer

MORNING NETWORKING BREAK

11:05 am - 11:25 am
Stream A – Ballroom 1

SPEAKING PRESENTATION - Accelerating your digital momentum

Malcolm Koh
Global Director, Customer Experience, Zendesk
Malcolm Koh, Global Director, Customer Experience, Zendesk
  • Enable lasting business transformation and instill a digital-first culture
  • Using insights to influence key stakeholders
  • Turn customer experience into a value driver, and how other companies are doing this
  • Build a hybrid CX program that’s digital first, and human where it matters
11:30 am - 11:50 am
Stream A – Ballroom 1

SPEAKING PRESENTATION - The Great Reset

Oliver Ranck
Marketing Director, MYSALE Group
Oliver Ranck, Marketing Director, MYSALE Group
  • 80:20 rule - the pereto principle
  • The fixed cost audit
  • Contract re-negotiation
  • Modelling your channels

11:55 am - 12:30 pm
Main Plenary – Ballroom 1

PANEL DISCUSSION - Leading with agility in times of crisis

Kirat Khara
Head of eCommerce, Lenovo
JP Tucker
Co-Founder, HelloDrinks Liquor Marketplace
Nirmani Amerasinghe
Director Customer Satisfaction, Schneider Electric
Shyana Grenier
New Business Lead, E-Commerce, Goodman Fielder

Panellists:

Kirat Khara, Head of eCommerce, Lenovo
JP Tucker, Co-Founder, HelloDrinks Liquor Marketplace
Shyana Grenier, New Business Lead, E-Commerce, Goodman Fielder

 

Moderator:

Nirmani Amerasingehe, Director Customer Satisfaction Pacific Zone, CX & Global Supply Chain, Schneider Electric

  • As an eCommerce leader, what have proved to be your steepest learning curves since the beginning of the pandemic?
  • Have you implemented any innovative strategies to overcome workforce shortages and supply chain disruption?
  • How do you satisfy evolving customer expectations in a climate of disruption and continuous uncertainty?
  • Can you balance being an inspirational and empathetic leader whilst continuing to push on performance?

12:35 pm - 12:55 pm
Stream A – Ballroom 1

SPEAKING PRESENTATION - Thriving in chaos and uncertainty

Owen Bolwell
Global Ecommerce & Digital Transformation, Total Beauty Network
Owen Bolwell, Global Ecommerce & Digital Transformation, Total Beauty Network
  • Think like a Producer, not a Manager
  • Simplify your tech-stack & leverage out-of-the-box solutions
  • Structure your operations around Lean principles

1:00 pm - 1:45 pm
Foyer

NETWORKING LUNCH

1:50 pm - 2:20 pm
STREAM A – SESSION 1 - BALLROOM 1

ROUNDTABLE SESSION 1 - Conversational AI - for a next generation bot experience

Clinton Alver
Conversational CX specialist, LivePerson
Clinton Alver, Conversational CX specialist, LivePerson

The global pandemic saw many race to accelerate digital CX.

Brands scrambled to understand changing customer needs, resolve problems quickly and prevent customer churn, all whilst trying to find process efficiencies, people productivity and revenue gains.

Some brands turned to chatbots to cope with the large influx - only to find themselves with irate customers and frustrated teams. Some even abandoned their bots. These “old school” bots have their use cases.

But in an environment where more consumers are engaging digitally, brands need today's AI-based chatbots that can better understand consumers' intentions and address inquiries quickly, allowing personalization at scale.

This session will discuss:

  • Can bots really deliver exceptional CX without compromising on personalisation or scalability?
  • What are the common mistakes to avoid when launching bot technology, and the quick wins to get you started with AI?
  • What holds brands when taking the leap with automation and AI tech like proactive messaging and virtual assistants?
  • How can next gen bots deliver a more humanised digital experience that optimises operational efficiency and opens new revenue streams?

1:50 pm - 2:20 pm
STREAM B – SESSION 1 - BALLROOM 2

ROUNDTABLE SESSION 2 - The changing digital landscape

Amalia Collins
National Marketing Manager, Colliers
Amalia Collins, National Marketing Manager, Colliers International

This roundtable will discuss strategies for:

  • Information Sharing
  • Multi-digital approaches
  • Connecting all systems

1:50 pm - 2:20 pm
STREAM A – SESSION 1 - BALLROOM 1

ROUNDTABLE SESSION 3 - Building an online retail ecosystem

Malcolm Koh
Global Director, Customer Experience, Zendesk
Malcolm Koh, Global Director, Customer Experience, Zendesk

This roundtable will discuss strategies for:

  • eCommerce has seen a dramatic surge in recent years, and the retail ecosystem has changed dramatically as a result
  • Each customer touch point is now an opportunity to win or fail - from e-commerce experiences, loyalty plans, bookings, click and collect and more
  • In this roundtable we will discuss how to build an ecosystem using the best of breed technologies seamlessly so you can provide best in class CX

1:50 pm - 2:20 pm
STREAM B – SESSION 1 - BALLROOM 2

ROUNDTABLE SESSION 4 - Driving priceless loyalty and powerful growth

Raffaella Olah
Director - Global Services/SESS/Customer Service, SEKO Ecommerce
Raffaella Olah, Director Global Services, SEKO

This roundtable will discuss strategies for:

  • eComm and cross border fulfilment
  • Rounding out a strong loyalty offering with priceless experiences for customers
  • Thriving on eCommerce during challenging business periods
  • Partner marketing: new channels to reach your target audience
  • Gain the loyalty and trust owned by other brands
  • Sharing marketing experience, strategies, resources, workforce and talent

2:25 pm - 2:55 pm
Stream A – Ballroom 1

ROUNDTABLE SESSION 5 - Conversational AI - for a next generation bot experience

Clinton Alver
Conversational CX specialist, LivePerson
Clinton Alver, Conversational CX specialist, LivePerson

The global pandemic saw many race to accelerate digital CX.

Brands scrambled to understand changing customer needs, resolve problems quickly and prevent customer churn, all whilst trying to find process efficiencies, people productivity and revenue gains.

Some brands turned to chatbots to cope with the large influx - only to find themselves with irate customers and frustrated teams. Some even abandoned their bots. These “old school” bots have their use cases.

But in an environment where more consumers are engaging digitally, brands need today's AI-based chatbots that can better understand consumers' intentions and address inquiries quickly, allowing personalization at scale.

This session will discuss:

  • Can bots really deliver exceptional CX without compromising on personalisation or scalability?
  • What are the common mistakes to avoid when launching bot technology, and the quick wins to get you started with AI?
  • What holds brands when taking the leap with automation and AI tech like proactive messaging and virtual assistants?
  • How can next gen bots deliver a more humanised digital experience that optimises operational efficiency and opens new revenue streams?

2:25 pm - 2:55 pm
Stream B – Ballroom 2

ROUNDTABLE SESSION 6 - The changing digital landscape

Amalia Collins
National Marketing Manager, Colliers
Amalia Collins, National Marketing Manager, Colliers International

This roundtable will discuss strategies for:

  • Information Sharing
  • Multi-digital approaches
  • Connecting all systems

2:25 pm - 2:55 pm
STREAM A – SESSION 2 – BALLROOM 1

ROUNDTABLE SESSION 7 - Building an online retail ecosystem

Malcolm Koh
Global Director, Customer Experience, Zendesk
Malcolm Koh, Global Director, Customer Experience, Zendesk

This roundtable will discuss strategies for:

  • eCommerce has seen a dramatic surge in recent years, and the retail ecosystem has changed dramatically as a result
  • Each customer touch point is now an opportunity to win or fail - from e-commerce experiences, loyalty plans, bookings, click and collect and more
  • In this roundtable we will discuss how to build an ecosystem using the best of breed technologies seamlessly so you can provide best in class CX

2:25 pm - 2:55 pm
STREAM B – SESSION 2 – BALLROOM 2

ROUNDTABLE SESSION 8 - Driving priceless loyalty and powerful growth

Raffaella Olah
Director - Global Services/SESS/Customer Service, SEKO Ecommerce
Raffaella Olah, Director - Global Services/SESS/Customer Service, SEKO Ecommerce

This roundtable will discuss strategies for:

  • eComm and cross border fulfilment
  • Rounding out a strong loyalty offering with priceless experiences for customers
  • Thriving on eCommerce during challenging business periods
  • Partner marketing: new channels to reach your target audience
  • Gain the loyalty and trust owned by other brands
  • Sharing marketing experience, strategies, resources, workforce and talent

3:00 pm - 3:20 pm
Foyer

NETWORKING BREAK

3:25 pm - 4:00 pm
Main Plenary - Ballroom 1

PANEL DISCUSSION - Getting Smarter with Data: Strategies for Better Utilisation

Nicole Parker
Director of eCommerce and Marketing ANZ, Weber BBQ
Nicole McInnes
Director of Marketing and Commercial, ANZ, WW (Formerly Weight Watchers); CMO Top 50 2021
Anny Havercroft
Head of Business Marketing AUNZ, Tiktok
Jay Dixit
Head Of Supply Chain, Delonghi Australia

Panellists:

Nicole McInnes, Director of Marketing and Commercial, ANZ, WW (Formerly Weight Watchers); CMO Top 50 2021

Jay Dixit, Head of Supply Chain, Delonghi Australia and New Zealand

Nicole Parker, Director of eCommerce and Marketing ANZ, Weber BBQ

 

Moderator:

Anny Havercroft, Head of Business Marketing, TikTok

  • How have you optimised your digital marketing arm?
  • Which tools worked best for achieving conversion rate targets?
  • What strategies do you have in place to overcome analytics talent pool shortages?
  • How do you identify where to allocate resourcing and how do you make the case for ROI?

4:05 pm - 4:25 pm
Main Plenary – Ballroom 1

KEYNOTE PRESENTATION - Supercharging eCommerce with Digital Technology to Drive Growth and Engagement

Mozi Zhang
Head of Online Merchandising, Kogan
Mozi Zhang, Head of Online Merchandising, Kogan
  • Post pandemic e-comm landscape: the success of future brands relies on improving customer experience through data analytics Weathering the pandemic: enabling all our services and assets for consumer engagement digitally
  • Knowing what data to collect and how to best utilise it
  • Developing methods to innovate and optimize websites
  • How to effectively use experimentation and drive a more personalised customer experience

4:30 pm - 5:05 pm
Main Plenary – Ballroom 1

CLOSING KEYNOTE PANEL DISCUSSION - Strategies For Future-Proofing Your eCommerce Enterprise

Michael Drew
eCommerce Head, ASEAN and South Pacific, The Coca-Cola Company
Jacqui Wonder
Head of eCommerce, LEGO Australia
Lauren Crawley
Head Of Digital, Ecom And Capability, Kimberly Clark
Jethro Grainger-Marsh
Head of Strategy and Solutions, Roche

Panellists:

Jacqui Wonder, Channel Director B2B e-Commerce, LEGO Australia & New Zealand

Michael Drew, eCommerce Head, ASEAN and South Pacific, The Coca-Cola Company

Lauren Crawley, Head of Digital, Ecommerce & Capability, Kimberly Clark

Moderator:

Jethro Grainger-Marsh, Head of Strategy and Solutions, Roche

  • What will be your key areas for investment of time and resources in the coming year?
  • How will you embed sustainability into your business strategy going forward?
  • What are the key mistakes preventing retailers from leveraging the trends effectively?
  • What will be the most in-demand eCommerce competencies for talent in 2023?

5:05 pm - 5:10 pm
Main Plenary

CLOSING REMARKS FROM THE CHAIR AND END OF THE FORUM

5:10 pm - 6:10 pm
Foyer

NETWORKING DRINKS

pricing
plans

1 TICKET

$ 569
  • Access to onsite mobile APP
  • Meals and refreshments
  • Access to all sessions
  • Presentation slides and photos
  • Access to eComm Marketplace

GROUP TICKET (2 - 4)

$ 499
  • Access to onsite mobile APP
  • Meals and refreshments
  • Access to all sessions
  • Presentation slides and photos
  • Access to eComm Marketplace

GROUP TICKETS (5+)

$ 449
  • Access to onsite mobile APP
  • Meals and refreshments
  • Access to all sessions
  • Presentation slides and photos
  • Access to eComm Marketplace

official
sponsors

Platinum SponsorS

SILVER 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

event
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ATTENDEES

the
venue

Hilton Hotel Sydney

488 George St, Sydney NSW 2000

Reception info

Telephone: (02) 9266 2000 Information: click here