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Agenda

Day One | Wednesday | 23 October 2024

8:10

Registration & Morning Refreshments

8:35

Opening Karakia

8:50

Chairperson’s Opening Address

Liz Pinfold Reed, CX Specialist

FUTURE PROOFING CX STRATEGY

9:00

Opening Keynote: Key Elements for a CX Strategy that Delivers on Both Customer Needs and Business Goals

  • Shaping customer experiences – what are the key tools and how are they deployed?

  • Why bringing CX into the decision-making flow is critical to delivery.

  • The role of behavioural science, customer testing and taking a digital 1st approach to understand customer needs & behaviours.


Anna Livesey, Head of Customer Experience, ANZ

9:30

Presentation: Quality at Speed – How to Deliver Great CX at Speed by Using Lean Concepts of Minimum Marketable Products

  • Using agile to implement small, rapid changes based on customer feedback for continuous improvement

  • How to apply lean to streamline processes, eliminate waste, and deliver value quickly

  • How to integrate design thinking to understand needs, prototype, and test for practical improvements


Prashant Bakshi, Chief Customer Officer, New Zealand Qualifications Authority

10:00

Keynote Panel: Harnessing AI and Data Analytics for Enhanced Customer Experience

  • Exploring how AI and data analytics uncover patterns and satisfaction drivers to enhance customer experiences

  • Implementing Data-Driven strategies for analysing customer data and deriving actionable insights to drive CX improvements

  • Strategies to navigate evolving technology landscapes and shifting customer expectations

  • How to gather actionable data in an environment where access to rich customer data isn’t readily available at both local and global level


Moderator: Melanie Disse, CX Specialist

Juliet Jacka, Head of Data & Analytics, Z Energy NZ

Terry Meadow, Head of Digital, Placemakers

Loren Howson, Research and Insights Lead, Sport New Zealand

10:45

Speed Networking

11:10

Morning Tea  

IMPROVING THE CUSTOMER EXPERIENCE

11:30

Trivia

11:45

Interactive Breakout Sessions  

Breakout A: Leveraging Unsolicited Feedback to Drive CX Improvements

  • Melanie Disse, CX Specialist


Breakout B: Fostering a Culture of Collaboration to Improve the Customer Experience

  • Jin Wan, Client Experience Manager, Fisher Funds


Breakout C: How to Utilise Customer Buying Behaviour to Enable the Business

  • Bridget McNeill, Head of Customer Journeys & Experience, Sky New Zealand

12:55

Networking Lunch  

ELEVATING CX AND DRIVING EFFICENCY

2:00

Presentation: Driving Self-Service to Elevate the Customer Experience

  • Delivering the right technology solutions that enhance the digital experience and drive efficiency

  • Complementing a content-led self-service model with beautiful human support

  • Flipping the model from reactive support to proactive customer engagement

John Lee, Director of Customer Experience, Xero

DESIGN THINKING FOR CX INNOVATION

2:30

Panel: Designing for Emotion: Creating Memorable and Meaningful Customer Experiences

  • Identifying key touchpoints and moments in the customer journey where emotional connections can be fostered

  • Storytelling Techniques: Crafting narratives that resonate with customers' emotions and values to enhance engagement

  • Incorporating prime cx elements to create immersive experiences that leave a lasting impact


Moderator: Ashleigh Whitmore, Creative AI Lead, Global Brand, JLL

Jonathan Barnett, Head of Experience Design | Lending and NPS, ASB Bank

Nicola Chrisp, Head of Customer Engagement, Toitū Te Whenua Land Information New Zealand

Meghan White, General Manager, Service Design and Implementation, Te Pou Ohumahi Mātauranga | Education Workforce

3:15

Afternoon Tea

3:45

Interactive Mini Workshop: Rethinking CX Measurement Strategies: Moving Beyond NPS

  • Why, despite best efforts, do bad customer experiences persist?

  • Who should measure what and who should be concerned with what?

  • How Macquarie Bank redid their CX measurement framework

  • The bonhomie between Design and CX


Aviram Vijh, Former Chief Design & Experience Officer, Macquarie Group

4:45

Chairperson’s Closing Address  

4:50

Networking Drinks & End of Summit Day One

Day Two | Thursday, 24 October 2024

8:50

Registration and Morning Refreshments

9:20

Chairperson’s Opening Address  

Liz Pinfold Reed, CX Specialist

ALIGNING BUSINESS & CX

9:30

Keynote: Improving Productivity and Cost Savings without Sacrificing the Customer Experience

  • From war stories to lessons learnt, what didn’t go exactly as planned

  • Strategies to increase productivity and reduce costs through simplification

  • Seamlessly Phygital – Customer experience at every touch point


Cindy Chaimowitz, GM Wholesale & Customer Service, Foodstuffs North Island Limited

10:00

Keynote Panel: AI-Powered Personalisation: Enhancing CX, Streamlining Operations, and Boosting Satisfaction

  • How to leverage AI technologies to personalise customer interactions, enhancing satisfaction and loyalty

  • How streamlining operations with AI integration improves efficiency and drives operational excellence across the CX journey

  • Using advanced technology to tailor unforgettable CX that feels unique to each individual

  • A time and a place for AI, don’t forget the need for human-to-human connection

Moderator: Liz Pinfold Reed, CX Specialist

Tim Reed, Head of Data Science and Analytics, New Zealand Post

Rakesh Prabhakar, General Manager, Zoho Australia & New Zealand

Manvi Madan, Manager Data & Insights, Port of Auckland

10:45

Morning Tea 

The upcoming sessions are shared plenary sessions with the Future Contact Centre Summit

MAINTAINING CUSTOMER TRUST

11:15

Case Study: Striking the Balance: Customer Trust, Personalisation and Brand Loyalty 

  • Achieving personalisation without compromising trust

  • Transparency as the cornerstone: Building trust through clear data collection and usage practices

  • Prioritising data protection: Balancing personalisation and privacy for enhanced brand loyalty


Paul Natac, CIO, Provident Insurance

CUSTOMER SERVICE IN AN AI DRIVEN WORLD

11:45

Interactive Breakout Sessions 

Breakout A: Transforming Customer Service: Our Contact Centre’s real-world Journey with Generative AI

  • Bond Grieve, Generative AI Engineer, One New Zealand


Breakout B: Bridging the Gap: Connecting CX and EX for a Seamless Total Experience

  • Erin Brown, CX Sales Specialist, Zoom


Breakout C: The New Role of the Human Agent after the AI Revolution

  • Lauren McCall, Senior CX Specialist, Zendesk

  • Nick Ogilvy, CX Specialist, Zendesk

12:55

Networking Lunch 

DATA ANALYTICS & CUSTOMER INSIGHTS

1:50

Prize Draw

2:00

Panel: Leveraging Data to Meet Evolving Customer Needs

  • Harnessing data analytics optimises product and service offerings to meet evolving customer needs and preferences

  • Utilising real-time data analytics to address customer concerns and optimise their experience across all touchpoints

  • How brands can stand out by employing data analytics to deepen insights into customer behaviour

  • Driving personalised experiences through customer journey analytics to identify and address pain points


Moderator: Bryan Ng, Chief Data & Analytics Officer, New Zealand Trade & Enterprise

Wendy Ballard, GM NZ, Zip Co

Wayne Armstrong, GM Transformation, Placemakers

McLeish Martin, General Manager - Customer, Immigration New Zealand, Ministry of Business, Innovation and Employment

CULTIVATING A CUSTOMER-CENTRIC CULTURE

2:45

Panel: Cultivating Customer-Centric Excellence: Overcoming Challenges, Aligning Strategies, and Leadership Impact

  • Instilling challenges and best practices to foster a culture centred around exceeding customer expectations

  • Aligning strategies for internal workflows and structures to prioritise customer needs and deliver exceptional experiences

  • How leadership roles can drive cultural transformation towards more customer-centric culture and continuous improvements


Moderator: Jin Wan, Client Experience Manager, Fisher Funds

Prashant Bakshi, Chief Customer Officer, New Zealand Qualifications Authority

Moa Haar-Simmonds, GM - Service Operations, Mercury NZ

Rhonda Rehman, GM, Member Services, Chartered Accountants Australia & New Zealand

3:30

Chairperson’s Closing Address 

3:40

Closing Karakia

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