Customer experience (CX) has made big promises to brands; Essentially, if you listen to customers and act on that feedback, you’ll see results like loyalty, retention and other positive business outcomes. This session was designed to shake up that perspective—CX leaders need a new paradigm of the total customer experience, not to mention connecting their programs to key business initiatives. And we're here to help! InMoment’s Global CMO, Kristi Knight, will show delegates how to move beyond collecting operational and customer feedback, toward building differentiation from competitors, and ultimately designing and innovating new revenue streams and customer segments for the future.

With more than 600 restaurants and 3 brands under their belt, Craveable Brands has had to overcome huge challenges through the pandemic. At the same time they’ve had a huge culture shift as they launched their Voice of Customer Program. Jess Gill, Craveable Brand’s CCO, will teach delegates how Oporto, Red Rooster, and Chicken Treat have brought the customer closer than ever before, at a time when the customer has never been further away.

You’ve got an amazing VOC program…. So what? It’s one thing to get your foundations in place and customer feedback flowing through, but there can be some significant challenges getting the right actions in place and the right people on board to create great customer experiences. The NRMA’s Tina and Virginia look at some of the challenges across their business, how they have addressed these, and how they are doing more to really push the boundaries in taking the NRMA’s CX program to the next level.

In a low engagement category like superannuation, Rest takes an innovative approach and has created ‘branded’ survey experiences to encourage otherwise hard-to-reach members to engage with their super, while still delivering robust and valuable insights. Carolyn Northcott will teach delegates how to use your experience improvement program for a mutual value exchange—learning from your customers, while also helping customers learn from your brand. The result for your business? Higher engagement, lower costs, and happier customers.

Organisations from both public and private sectors are turning to AI for its professed ability to help reduce costs, manage risks, streamline operations, accelerate growth, and fuel innovation. But in a world that is rapidly moving to AI-first, the professed benefits do not always match the expected outcomes and too often AI-powered technologies remain a shiny object on the shelf with no tangible financial benefit to the organisation. In this presentation, InMoment’s VP of Solution Consulting, APAC, Eric Weight will run you through the ins and outs of AI in CX, the key reasons why AI investments often fall short and what CX professionals can do to maximise their investment.

To become a truly customer-focused organisation you need to engage everyone in your business with your VoC program, build genuine customer empathy and connect with customers on an ongoing basis. How do organisations reach this level of customer-centricity nirvana? We’re here to show you how. In this breakout session, our InMoment experts will share best practices as to how you can build and enhance customer-centricity in your organisation, regardless of where you are on your journey. You will learn from the success of other InMoment clients, work in a small, interactive team to create a culture plan and take away inspiration and an action that you can implement in your business.

In a world in which more and more data is available from a wide variety of channels, effective data visualisation is crucial. In a single report, you have the opportunity to give your C-Suite a comprehensive overview of your program. The faster decision-makers are able to recognise opportunities and risks, the better aligned their decisions. This breakout session will teach you how to identify which information is important to a C-level audience, best practice data visualisation tools, and hands-on tips and tricks for optimising your CX reports.

The entertainment landscape is constantly evolving, with new competitors entering the marketplace every year—and as a premium brand, Foxtel saw this first hand. With a well-established VoC program in place, Foxtel already understood that meeting and exceeding customer expectations was key to driving loyalty. But, with a constantly evolving industry, it means a CX program should evolve with it. Foxtel’s Jason Smith will take delegates through the process of evolving a CX program to accommodate new customer journeys, discovering metrics that matter, and drawing a straight line from CX insight to action.

As a challenger brand, JAX Tyres & Auto has taken on an ambitious customer-first growth strategy that has truly disrupted the disruptors. Not only has the business proven a link between better CX and store profitability, its sales have hit an all time high over the last two years, and it has the awards to prove it. So what’s next for the brand? The work is far from done. JAX Tyres & Auto’s CEO, Steve Grossrieder, will be sharing a look at what’s next for the brand when it comes to moving beyond the awards, and creating a constantly evolving program aligned to successful business outcomes.