As a highly personalized and relationship-driven company, Inspiration Paints have achieved a lot in their shift to virtual in light of the 2020 pandemic.

Joel Goodsir, Head of Marketing at Inspiration Paints, will deliver a case study on the work his team did to launch a full-scale ecommerce strategy. This led to an increase in sales and stronger brand loyalty over the last 12 months.

Joel Goodsir

Head of Marketing
Inspiration Paints

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2020 drove customers of all kinds online at a rate that amounted to a jump of five to ten years in projected adoption. New customers arrived in record numbers while existing customers behaved less predictably. Businesses of all kinds realised that they needed to develop insights faster to catch up to their customers. But, acting quickly is only effective when it is informed. Learn why analysing and anticipating their reactions at decision points and during moments of friction is the next evolution of experience management. 

Nicholas Kontopoulos

Head of APAC Growth Marketing
Adobe DX

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In this session, Brad Meehan will discuss the new paradigm in customer centricity and challenge Leaders to take their organisations to the next level in terms of behaviour, insight-driven decisioning, visibility and purpose. 

Brad Meehan

Managing Director
Strativity Group Australia

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This panel will deep dive into the role automation and digital services play in driving better and more seamless customer experiences. With the uptake of online services during the COVID-19 pandemic, businesses have discovered the value of digitising the customer experience and creating simplified processes for both efficiency and cost-savings.

The question on everyone’s mind? When there is a plethora of services available, where do we start?

• Driving operational efficiencies through online payment and communication portals to create seamless digital journeys
• Determining at what stage should the CX and marketing function shift from customer acquisition to customer retention in maintaining ongoing revenue
• Automating the right processes – what are the challenges involved and where do we begin?

Panelists:

Shannon McKay

Head of Customer Engagement
Zurich Financial

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Sasha Lord

Manager of Citizen Connect
Manningham Council

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With over 500 billion data points collected every 30 minutes, Jemena are one of the leading organisations in water and utility management driving improved personalisation services and overall customer engagement programs.

Hear from Andrew Davis, General Manager for Innovation & Strategy as he discusses the Jemena journey and how they’ve worked to drive better experiences through data.

• Identifying patterns in energy usage and consumption insights and translating this to relevant, simple advice for customers
• Understanding the change piece across the CX function and defining the ratio between your employee value proposition (EVP) to customer value proposition (CVP)
• Shifting from an inward looking legacy corporation to one of customer value by keeping the organisation connected

Speaker:

Andrew Davis

General Manager Strategy and Commercial
Jemena

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Jean-Luc Ambrosi, Executive General Manager of Marketing and Digital at TelstraSuper, sees technology as a critical component in the creation of a fully integrated CX strategy.

Having undertaken their digital transformation over the past 4 years, the team have worked to introduce a personalised communication strategy through the public and secure website as well as outbound communication. This has included the creation of separate destinations based by customer profile.

Learn how TelstraSuper continue to pinpoint the full member journey, understanding pain points and where the team can add more value for members.

• Reinventing your customer strategy during times of disruption to ensure your brand USP remains consistent
• Using microdata points to follow different customer pathways and drive multivariate attribution across marketing and CX channels
• Determining the correct multi-analysis and data measurements to uncover which journeys convert to the highest level of profitability and customer attrition

Speaker:

Jean-Luc Ambrosi

Executive General Manager Marketing and Digital
TelstraSuper

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Going from 60 to 130 contact centre agents in less than 6 months, Bunnings have undergone a significant transformation to drive digital customer engagement and online sales to retain customers. 

With a focus on customer communication and feedback, Steve Hoffman, Bunnings’ CX Lead, will showcase his company’s journey and key findings, as well as how they managed to acquire over 300,000 survey responses from customers in the space of a month – an increase from 30,000.

• Remaining relevant amongst your customer base: keeping your teams aware of each of your brand offerings to illustrate a unified brand voice
• Supporting customers through times of disruption to drive loyalty and support
• Growing the contact centre to ensure clear, relationship-driven communication remains consistent for customers who can’t physically travel
• Using sophisticated, enterprise-wide data points to drive internal proactivity and customer strategy

Speaker:

Steve Hoffman

Customer Experience Lead
Bunnings

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In times of disruption, re-designing strategy can be critical in driving an organisation’s BCP and maintaining internal efficiencies. However, the true challenge comes when we go from strategy to actual implementation.

Our panelists will discuss the journeys they’ve undergone in driving CX change across the organisation, and how CX leaders can actively implement change to boost customer loyalty and retention.

• Creating efficiency in the delivery of a uniformed CX approach to drive change and customer experiences
• Driving internal team awareness of brand offerings, voice and ongoing business changes in a constantly disrupted environment
• Using new digital solutions to drive better, long term CX efficiencies across the organisation so tasks are completed quickly

Panel

Sommer Moore

Customer Experience Specialist
Boehringer Ingelheim

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Donna Price

General Manager People and Culture
Melbourne Cricket Club

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