52% of us are lonely, 24% of Australian homes contain one sole member and isolation is estimated to cost the Aussie economy $2.7 billion per year. We need an intervention but do we know how? And can your brand experience be part of the change? 

In this keynote, by Award-Winning and International Bestselling Empathy Expert, Mimi Nicklin, you will discover the reach of the Empathy Deficit, its impact on our consumers and their consumption choices, and the brands who are filling the gaps - and reaping the rewards. Discover: 

• Creating a workplace culture rooted in empathy, reducing disengagement and presenteeism, and promoting overall employee well-being 
• Learn how empathetic leadership can directly address employee disengagement, leading to higher morale, increased productivity, and a more committed workforce 
• Examining the connection between empathetic employee experiences and improved customer interactions, creating a more positive and loyal customer base 

Mimi Nicklin

Bestselling Author, CEO and Empathy Advocate
Empathy Everywhere

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• Discover how Flybuys transformed its approach to create a customer journey centered around the customer, requiring a cultural shift that engaged and motivated employees to adopt this new approach 
• Understanding the importance of communicating the "why" behind the customer experience transformation, ensuring employees understand and embrace the purpose as well as the processes involved  
• Amplifying the voice of the customer, creating a culture where challenges are addressed head-on and customer feedback drives continuous improvement  
• Understanding the necessity of viewing customer experience from a complete ecosystem perspective, focusing on cultural transformation as the foundation for sustained success and a shift from task-oriented to purpose-driven problem-solving 

Deidre Boyle

Chief Customer Officer
Flybuys

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• Understanding what an AI first strategy is and how to implement one 
• An overview of how intercom has implemented this strategy – a look at the objectivves, considerations, practical advice, lessons learned and the benefits achieved to date 
• What’s next – it's a journey not a destination 

Declan Ivory

VP of Customer Support
Intercom

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• By focusing on every customer touchpoint, we explore how mycar disrupted the industry by repositioning its brand and customer experience strategy after being divested from Wesfarmers 
• Unpacking mycar’s journey to develop an online customer experience that rivals the best retail experiences, going beyond industry standards and competitors to create a seamless digital interaction 
• Understand the training initiatives that equipped mycar’s technicians, traditionally not customer service agents, to deliver exceptional customer experiences 
• Discovering the new targets mycar implemented to measure customer experience, shifting the focus from traditional metrics of sales and profit to a more holistic view of customer advocacy advocacy and brand perception 

Adele Coswello, Chief Customer Officer, mycar Tyre & Auto 

Adele Coswello

Chief Customer Officer
mycar Tyre & Auto

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In his New York Times bestseller Atomic Habits, James Clear reveals how a 1% improvement can lead to transformative results. In our session, you'll discover how we adopted this philosophy to revolutionise messaging for retention use cases, such as resolving declined payments. By leveraging conversational AI to engage with subscribers in a human-like way and enhancing the customer experience, we achieved a fivefold improvement in retention, resulting in over $1 million a year in saved revenue. Join us to learn how you, too, can apply these strategies to boost customer retention and grow your subscription revenue. 

Luke Bridges

Head of Strategic Growth and Programs
Kudosity

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• Understanding how Webjet analysed their customer journeys to identify friction points, streamline customer interactions and improved clarity to reduce unnecessary outreach to contact centres 
• Utilising customer journey analysis to assess why customers contact your organisation and identifying areas where improved information and automation could prevent the need for contact 
• Learning about the design and implementation of Webjet’s VOC program, which through a simple three-question survey achieved a 20% completion rate, and the use of AI to manage this data to identify and address customer challenges 
• Insights into Webjet’s approach towards AI implementation, with a focus on exploratory innovations to enhance the customer experience, rather than simply exploiting cost-saving opportunities 

Ben Coughlin

CCO
Webjet

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• A comprehensive overview of how organisations can leverage AI to elevate their CX strategies 
• Practical applications of AI and real examples in this space 
• Understanding the essential steps for AI readiness, to ensure that your organisation is prepared to implement AI but also positioned to optimise its potential 
• How to strategically integrate AI in a way that genuinely enhances the customer journey 

Belinda Haden

Director of Portfolio Consulting
NICE

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• Learn how Venues NSW redefined their approach to understanding customers, automating their Voice of Customer (VoC) program to achieve a comprehensive 360° view of their audience 
• Discover how historical data analysis and automated processes enabled Venues NSW to identify and resolve easily fixable issues, significantly enhancing their customers’ experience 
• Explore the results of Venues NSW’s revamped strategy, including record-breaking attendance, increased NPS scores, and the recognition of their award-nominated project, achieved in 18 months 

Tom Dellas

Manager Customer Insights and Strategy
Venues NSW

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Robert Lopez

Chief Marketing and Innovation Officer
Norths Collective

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• Integrating various communication channels to provide a seamless and consistent customer journey 
• Ensuring consistency and fluidity across online and offline touchpoints to meet customer expectations 
• Adopting best practices for a unified and cohesive customer experience to enhance satisfaction and loyalty  

Adele Coswello

Chief Customer Officer
mycar Tyre & Auto

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Nicole Mathias-Browne

Chief Customer Officer
Mercer Super

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Ben Coughlin

CCO
Webjet

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• Discover how The Party People's AR mirror enhances costume shopping by allowing virtual try-ons, reducing the hassle of physical changing rooms and enhancing customer satisfaction 
• Learn about the unique features of The Party People's AR mirror, including the world's first integration of checkout functionality directly on the mirror, turning any space into an interactive, shoppable area 
• How the AR mirror addressed major retail challenges by reducing costs associated with staff, stock and rent, and examining its applications as a scalable solution for the future of retail 

Dean Salakas

Chief Executive Officer
The Party People

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