October 27, 2022
Online From 8.50 AM to 11:00 AM Australian Eastern Standard Time
Agenda Day 1
8:50 am - 9:00 am
Opening Remarks from Show Director, Mary Anne Ghobrial
9:00 am - 9:30 am
Future of CX: Finding a Home for Customer Experience: Why Every Voice Matters in The Bid for CX Transformation
Adam Geneave -
Chief Customer Officer,
Entain Australia
Irina Belsky - Senior Digital Analyst, NAB
Mary Anne Ghobrial - Show Director, The Customer Show
Sam Hoare - Head of Sales, Intercom
· Where does CX fit within a business’ operating structure – is it marketing, operations, product, or a unique hybrid of all three?
· Having a clear company vision and strategy to drive the right CX projects
· Finding the balance between centralising CX and integrating it organisation-wide to ensure it’s embedded across the business
Sponsored by: Intercom
9:30 am - 10:00 am
Future of Employee Experience: Investing in the Right Technologies and Services to Drive a More Productive CX-Driven Workforce
Jasmine Gray -
Head of Customer Success,
Aircall
Morgan Ryan - Chief Transformation Officer, Capitol Health
Mary Anne Ghobrial - Show Director, The Customer Show
· Ensuring your systems are supporting your workforce and their ability to complete tasks without delays
· Investing in the right technologies to drive a positive work culture and customer experience – what should we be looking for?
· How to drive retention, productivity, and quality customer service in a remote environment
Sponsored by: Aircall
10:00 am - 10:30 am
Future of Insights: Delivering a Personalised Customer Journey Through the Right Data & Insights
Alberto Fernandez -
Head of Insights,
Latitude Financial Services
Mary Anne Ghobrial - Show Director, The Customer Show
· Generating the right data and insights that will help you drive more personalised communications and customer updates
· Understanding what data is relevant and what can be ignored through your various data capture methods
· How to use customer behavioural patterns to shape your customer journeys and strategy in real time
Sponsored by: Zendesk
