The Future of Customer Engagement and Personalisation
When a business goes about building “loyalty,” they often develop a “loyalty program,” which makes leaders in the customer service sector ask: Are customers loyal because they love the coffee and service of our coffee shop or just because they get a free cup after they buy ten?
Creating personalised service and delivering a Seamless Customer Experience over multiple channels is something that consumers now expect. Still, this is something that most organisations have been struggling to deliver. We will be touching upon questions such as:
- How are organisations managing expectations regarding customer service?
- How are communications channels such as live chats, messaging, texting and chat bots changing the game? Are these allowing companies to gain market share quickly?
- Have the tactics organisations once used to speak directly to customers and create personalisation (such as using first names in an email) become outdated and transparent in the eyes of customers?
- What is the next evolution in being able to create personalised customer experiences and build brand advocates?
The European Restaurant (Tearoom)
161 Spring St, Melbourne VIC 3000, Australia | Google Maps
The Ortus Club hosts knowledge-sharing discussions in the best private dining rooms in the world. These venues provide an elegant high-end atmosphere and impeccable table service.
Head of CX & Marketing at Karndean Designflooring
Customer Sales and Customer Service Manager of Solar and Emerging Business at Origin Energy
Group Manager of Customer & Brand at Programmed
VP of Customer Experience Pacific at Schneider Electric
Customer Experience Manager at CBRE
Customer Experience Transformation at Optus
Head of Customer Experience at DuluxGroup
Customer Insight and Strategy Manager at Lumo Energy
General Manager of Customer Development at McMillan Shakespeare
Head of Human-Centred Design at National Australia Bank
Digital Experience Head at Australian Post
Customer Experience at Suncorp
Head of Business Systems at NextDC
Director of Customer Experience Strategy & Design at Telstra
Manager of Digital Member Experience at RACV
Chief Customer Officer & EVP of Technology at NEXTDC
Head of Digital, Customer Experience at Techtronic Industries-TTI
Head of Digital at AGL Energy
Head of Digital Experience & Accessibility at Coles Australia
6:30 pm: Arrival and drinks reception
7:00 pm: Welcoming and opening address
7:10 pm: Dinner discussion on “The future of customer engagement and personalisation” initiated by the moderator and continued by the group
8:00 pm: Dinner is served as the discussion is brought to a close
9:00 pm: Change of seats before dessert