The Ultimate Destination for Customer
Experience, Marketing & Data Professionals!
18-19 Sept, 2024 | International Convention Centre, Sydney
The Customer Show Day 2
Strengthening customer engagement and loyalty through unparalleled customer experiences
The Customer Show | Day Two | Thu 19 September 2024
9:15 am - 9:30 am
Start of Day Two | Opening remarks from the conference Chair
9:30 am - 10:00 am
Fireside Chat | How Madpaws harnesses AI driven customer insights to drive increased customer retention
Taimoor Khan -
Head of Customer Experience,
Madpaws
Robert Lopez - Chief Marketing and Innovation Officer, Norths Collective
- Building a culture encouraging experimentation while managing risk to business and accountability to leadership
- How Madpaws identifies and uses key metrics including deflection and contact-through rates to assess the effectiveness of AI implementation, and ensure that this leads to cost savings and improved customer outcomes
- Dive into Madpaws' latest customer insights project aimed at retaining customers on their marketplace by identifying cues in conversations that lead to offline interactions and providing actionable feedback to the product team
10:00 am - 10:30 am
Exploring innovative ways of creating tailored customer experiences in real time
Graham King -
Senior Account Executive,
Brainfish
- Discover mechanisms to deliver precise information, and foster a deep 1:1 connection with your customers at scale
- Understand how these techniques create an individualised journey, enhancing customer comprehension and satisfaction throughout their lifecycle
10:30 am - 11:00 am
Utilising CSR initiatives to boost employee engagement and customer loyalty
Rachel Lane -
Head of Customer Support,
The Lottery Office
- Leveraging CSR initiatives to boost employee engagement and retention by incorporating sustainability into your workplace culture
- Strengthening your brand reputation through CSR initiatives and quantifying its impact on business performance
- Understanding the customer trends that demonstrate increased loyalty towards brands with strong environmental and social responsibility positioning and initiatives
11:00 am - 11:30 am
From Caller ID to Brand ID: Branded Calling for Fraud Prevention
Mahendra Mane -
Customer Solutions Architect,
Vonage
Mark Smith - Director of APAC, Vonage
- Navigate new technologies that can shield your business and customers from scam calls
- Elevate and refine the customer journey through enhanced security measures
- Reduce friction points and increase customer confidence & experience
11:30 am - 12:00 pm
Networking Break
12:00 pm - 12:30 pm
Panel Discussion | Ensuring consistency across your organisation’s channels to maintain a cohesive brand voice and experience
Melissa Sequeira -
General Manager Digital,
NBN
Catherine Veronesi - Manager Customer Service, City of Sydney
Taimoor Khan - Head of Customer Experience, Madpaws
Antoine Casgrain - National Helpline Manager, Dementia Australia
- Maintaining a consistent brand voice across all customer touchpoints to build trust and recognition
- Standardising processes to ensure a cohesive experience in every interaction for enhanced customer loyalty
- Addressing common challenges in achieving channel consistency to improve overall customer experience
12:30 pm - 1:00 pm
Case Study | How Dementia Australia delivers exceptional customer experiences through its contact centres, building lasting relationships while achieving an average call time of 17 minutes
Antoine Casgrain -
National Helpline Manager,
Dementia Australia
- Learn how Dementia Australia establishes strong, personal connections with callers to ensure retention and effective support, leading to impressive call engagement metrics
- Discover the training, tools, and techniques used by psychologists and nurses to identify caller needs efficiently, maintaining an average call time of 17 minutes while delivering quality customer experiences
- Explore strategies for staff engagement that go beyond a pay check, reducing attrition and maintaining a motivated, dedicated team in a high-stress environment
1:00 pm - 2:00 pm
Networking Break
2:00 pm - 2:20 pm
Humanising digital interactions: creating personal connections in a digital world
Costa Koulis -
CEO and Co-Founder,
Designerex
Elysée Dubois - Co-Founder and CEO, Bella
- Developing digital interactions that feel personal and authentic to enhance customer relationships
- Enhancing customer engagement through human-centered digital strategies and communication
- Implementing techniques to add a personal touch to automated interactions for better customer satisfaction
2:20 pm - 2:40 pm
Case Study | How the City of Sydney utilises technology and human-centered service design to improve customer experience outcomes
Catherine Veronesi -
Manager Customer Service,
City of Sydney
• Mapping your services end-to-end, understanding where your gaps lie and what your customers’ perspectives and issues are
• Working across your organisation with various groups to understand your service delivery and areas for improvement
• Understanding how The City of Sydney modernised the delivery of their core services, improved their community feedback outcomes and made high quality information available to their constituents that
lowered inbound enquiries and increased the efficiency of internal resource use
2:40 pm - 3:00 pm
Case Study | Creating inclusive customer journeys: Insights from a lived experience of disability
Jacob Darkin -
Head of Customer Experience,
United for Care
- Making customer journeys more inclusive and accessible by involving individuals with lived experience of disability design and improvement processes
- Understanding the importance of learning from the frustrations of people with disabilities, using these insights to drive meaningful and effective changes in your customer experience
- Gain practical tips, tools, and strategies that can be implemented at little to no cost, ensuring your services are easier to navigate and more inclusive for everyone
- Learn how adapt existing customer journeys to better accommodate the 80% of people with disabilities that are invisible, ensuring comprehensive accessibility and inclusivity in all customer interactions
3:00 pm - 3:30 pm
Panel discussion | Leveraging and engaging effectively with leadership to drive improved CX outcomes in your organisation
Gabrijela Juel -
Director Customer Experience Operations,
Domain
Bette Safour - National Contact Centre Manager, Teachers' Mutual Bank
Denise Tung - Chief Digital Officer, McMillan Shakespeare
- Effectively engaging and influencing senior leadership to gain sponsorship for CX transformation projects and initiatives
- Demonstrating the alignment of CX initiatives with organisational goals and the potential for long-term value creation to gain organisational buy-in
- Understanding and leveraging your personal brand to accurately represent and drive CX changes
- Ensuring continuous support and investment from leadership by representing data points effectively and highlighting the tangible value and ROI of CX initiatives to stakeholders
