The Future of Customer Experience in Australia
Creating a personalised service and delivering a seamless customer experience over multiple channels is something that consumers now expect from companies. With the amount of data available across all sectors, robotics and machine learning can play a key role in achieving customer loyalty.
Automating customer interactions by using bots to send out a returns policy, predicting whether a customer is at risk of having a bad experience or routing a customer request to the correct agent are all things that can be implemented to improve customer experience.
We will be discussing:
- What are companies in Australia doing to bring omnichannel experiences to life?
- What is the role of machine learning and data in developing trust and loyalty?
- What are the best examples of companies that are doing CX really well?
Tower 1, Level 2/100 Barangaroo Ave, Barangaroo NSW 2000, 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.
Chief Customer Officer at Aussie
Chief Customer and Brand Officer at TAL Australia
CIO at ASX
CIO & General Manager of IT at DP World Australia & Kennards Hire
CIO of Channels and Compliance Portfolio & General Manager, Customer Advocacy at Westpac
Chief Transformation & Information Officer at Lagardere Travel Retail Pacific
CTO at A2B Australia Limited
Partner at KPMG Australia
Partner & Head of KMPG Innovate at KPMG Australia
Head of Customer Care at Temple & Webster
Head of Strategy & Customer Experience at Aussie
Head of Customer Design at QBE Insurance
Head of Consumer Design at Blackmores
Head of Experience Design at NOVA Entertainment
Head of Contact Centre & Customer Guidance at Colonial First State
Head of Operations, Customer Channels at icare NSW
Head of Digital Experience Operations & Initiatives at Woolworths Group
Head of Digital at icare NSW
Head of Strategy, Conversion, Innovation at Lendlease
Managing Director at Dymocks
Executive Director of Marketing Technology at WPP AUNZ
General Manager of Digital and Data at The NRMA
Personalization Engineering Director at IAG
6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from Zendesk
7:10 pm: Discussion instigated by the moderator and continued by the group
7:45 pm: Starters served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert