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