The Ultimate Destination for Customer
Experience, Marketing & Data Professionals!
18-19 Sept, 2024 | International Convention Centre, Sydney
The Data & IT Expo Day 2
Harnessing data and cross-channel integration to maximise customer insights and build trust
The Data & IT Expo | Day Two | Thu 19 September 2024
9:45 am - 10:00 am
Start of Day Two | Opening remarks from The Data & IT Expo Chair
10:00 am - 10:30 am
Case Study | How Good 360 is revolutionising their digital infrastructure to enhance the customer experience and operational efficiency
Letitia Shepherd -
Head of Digital,
Good360 Australia
- Rebuilding your organisation’s IT infrastructure and navigating the challenges of implementing a new e-commerce platform, including the front-end implementation, data imports and integration to ensure a user-friendly interface
- Developing a digital strategy for your organisation that seamlessly integrates CX, Marketing and data/IT systems, leveraging technology to optimise donor interactions, streamline the marketplace and improve membership experiences
- Achieving integration between your e-commerce and data platforms to handle increased data volume and product turnover efficiently, reduce manual work and enhance operational efficiency
10:30 am - 11:00 am
Panel discussion | Utilising comprehensive customer profiles for enhanced understanding and engagement
Fahad Zulfiqar -
Service Integration Manager,
Nestlé
Jasmyne Munro - Head of Customer Experience, Lake Macquarie City Council
Denise Tung - Chief Digital Officer, McMillan Shakespeare
- Exploring techniques for analysing consolidated customer data to gain deep insights into preferences and behaviours
- Enhancing customer segmentation and targeting through actionable insights derived from unified customer profiles
- Optimising marketing strategies and communication channels to deliver relevant and personalized experiences that drive engagement and loyalty
11:00 am - 11:30 am
Networking Break
11:30 am - 12:00 pm
Governing through a security crisis – strategies for executives and boards
Gaurav Vikash -
Head of Security and Risk APAC,
Axon
- Role of the Execs and Boards in a data and system extortion crisis, including ongoing oversight of the ‘long tail’ of post-incident risk, legal actions, and regulatory investigations
- Key strategies and best practices for Execs and Boards to navigate and manage a cyber crisis to ensure business continuity and organisational resilience in both short and long terms
- Maintaining continuity in customer service experiences and operations in the event of a cyber crisis
12:00 pm - 12:30 pm
Case Study | How Healthscope transformed their Patient Experience through qualitative and quantitative data-driven insights
Anita Hodge -
National Manager Reported Experience and Outcomes,
Healthscope
- Implementing open-ended comment style questions in patient discharge surveys to gain unique insights and context for NPS scores
- Learn how analysing patient comments alongside data analytics helps uncover key emotional drivers behind patient experience scores, enabling hospitals to address core issues effectively
- Exploring how these innovative strategies have led to a 25% improvement in NPS and patient experience scores, illustrating the impact of comprehensive feedback analysis on hospital performance
12:30 pm - 1:00 pm
Case Study | How the Lake Macquarie City Council utilised customer insights to increase the accessibility of their services and digital channels
Jasmyne Munro -
Head of Customer Experience,
Lake Macquarie City Council
• Increasing the accessibility of customer data to council staff to make full use of available information and enhance your entire staff’s capabilities to generate their own customer insights
• Utilising customer insights to design services that meet the accessibility needs of our customers
• Assessing website activity and introducing web chat services to aid constituents on high-traffic pages
1:00 pm - 1:30 pm
Networking Break
1:30 pm - 2:00 pm
Adoption of Safe and Responsible AI: Ensuring Ethics, Compliance and Governance towards Customer Experience
Dr. Mahendra Samarawickrama -
Committee Member,
Artificial Intelligence Standards Committee and Global AI Ethics Institute
- Preparation for emerging EU AI Act and other compliances focusing on Safe and Responsible AI
- Setting risk appetite on AI governance towards trust and customer experience
- Understanding the principles of safe and responsible AI aligned with regulatory and voluntary requirements
- Adaptation of AI standards and frameworks for success in Safe and Responsible AI
Dr. Mahendra Samarawickrama
Committee MemberArtificial Intelligence Standards Committee and Global AI Ethics Institute
2:00 pm - 2:30 pm
Navigating a new world : The privacy and experience tightrope
Tim Armstrong -
Director Digital Capability and Data,
Nova Entertainment
- Understanding what privacy changes means to your business
- The impacts of a changed privacy landscape on your ability to deliver personalised experiences
- How we balance privacy and experience
- Ways to develop strategies and tactics for building trust through privacy first data practices
