1 June, 2022 | The Crown Towers, Sydney

Join the most experienced CX practitioners and thought leaders for a full day of inspiring keynotes, hands-on workshops and networking opportunities. This all-in-one conference will help you ELEVATE experiences for customers and employees in 2022 and beyond.

Agenda:

8:00am

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Registrations and Breakfast

9:00am

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Welcome Address

David Blakers, Managing Director, APAC at InMoment

9:15am

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Main Stage

The FUTURE of Customer Experience: How You Should Think About It and What You Should Know

Kristi Knight, CMO at InMoment

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.

9:45am

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Main Stage

Getting Close to Customers at a Time When They’ve Never Been Further Away

Jess Gill, CCO at Craveable Brands

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.

10:15am

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Main Stage

From Transformation to Inspiration: Getting the Most out of Your CX Program

Tina Morrell, GM Customer Strategy and Experience Design at the NRMA and Virginia Meikle, Senior Manager Consumer Insights at the NRMA

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.

10:50am

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Morning Tea and Networking

11:20am

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Main Stage

Getting Through to Hard-To-Reach Customers: Elevating Brand Experience Through the Survey Experience

Carolyn Northcott, Senior Manager Insights at Rest Super

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.

11:50am

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Main Stage

AI in CX: Turning Blind Spots in Customer Data Into Transformative Business Insights

Eric Weight, VP Solution Consulting, APAC at InMoment

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.

12:30pm

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Lunch

1:25pm

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Breakout

Building a Customer Centric Culture That Sticks Across Your Organisation

Gillian Mackay, Kiri Burgess, Helene James, InMoment Consulting Team

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.

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Breakout

Move Beyond Boring CX Reports: How To Create Impactful, Visually Engaging C-Suite Reporting

Justin Rehayem, Head of Solutions Design at InMoment

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.

2:30pm

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Afternoon Tea and Networking

3pm

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Main Stage

Unlocking the Metrics That Matter: Foxtel's Journey toward CX-Driven Business Improvements

Jason Smith, Director of Agent and Service Experience at The Foxtel Group

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.

3:30pm

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Main Stage

Enabling a Customer Centric Culture: Experience Matters—The JAX Tyres & Auto Journey

Steve Grossrieder, CEO & Managing Director of JAX Tyres & Auto

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.

4:05pm

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Closing Address

David Blakers, Managing Director, APAC at InMoment

4:30pm

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Vivid Sydney Harbour Cruise Dinner (SOLD OUT)

Customer Expectations Are Changing Fast—Do You Have A Plan to Stay Ahead of Them?

2020 and 2021 flipped experiences on their heads, forcing organisations to rethink their approach to relationships and accommodate new customer expectations. Today more than ever, listening to customers, employees and the broader market is vital to organisational survival while understanding and responding in real time and at scale can mean the difference between survival and success.

On 1 June, we are bringing together the people, resources, and case studies across all disciplines of the experience improvement framework, discussing the trends and ways to anticipate your customers’ needs and elevate your customer experience program in 2022 and beyond.

Why Attend?

InMoment
200+ Guests
InMoment
6+ Hours of Practical Learning
InMoment
Interactive Demonstrations
InMoment
Award-Winning Speakers
InMoment
Hands-On Breakout Sessions
InMoment
COVID-Safe Conference

Who’s Joining Us?

Chief Customer Officers
Customer Experience Directors
Heads of Customer Experience
Customer Insights Managers
Customer Loyalty Program Managers
Customer Service
Voice of Customer Program Managers

What Are the Event Details?

Wednesday, 1 June 2022
Crown Towers, Sydney, Australia

Conference: 8:00am-4:30pm
Spectacular Vivid Sydney Harbour Cruise:
4:30pm-7:30pm

Which of These Describes Your CX Program?

01

Kicking Off
You’ll learn how to design a customer experience program from the ground up, with an emphasis on a strong foundation. This will ensure your program is pointing to ROI from the start.

02

Embedded, But Disconnected
Discover the “why” behind your customer data, which will help establish buy-in across the business. When people start seeing real customer improvements, momentum is inevitable.

03

Mature and Thriving
You’ll learn how to encourage a culture of action and prove the return on customer experience investment—whether that’s customer retention, customer acquisition, or reducing costs.

Vivid Sydney Harbour Cruise (SOLD OUT)

After the conference, you’re invited to join us for a dinner cruise around Sydney Harbour coinciding with Vivid Sydney. The all-glass dining deck and open-air Sky Deck will offer spectacular views of the famous light festival—returning for the first time since 2019!

Change Region

North America
United States/Canada (English)
Europe
Dach (Deutsch) United Kingdom (English) France (français) Italy (Italian)
Asia Pacific
Australia (English) New Zealand (English) Singapore (English)