DAY 1

01/08/2018

Chief Customer Officer New Zealand has been designed to bring together the whole CX value chain to explore how organisations can deliver connected experiences.

09:00- 09:25

Opening Keynote Address: The Xero customer experience journey

Speaking
Rachael Powell
Chief Customer & People Officer - Xero

10:25- 10:50

Corporate strategy, innovation and change

Speaking
Shailesh Manga
Group Manager – Digital Transformation - Vector

ROUNDTABLE DISCUSSIONS

11:15

DIGITAL TRANFORMATION

Dave Simmons speaker Chief Customer Officer New Zealand customer experience conference
Dave Simmons
Chief Operating Officer - New Business - Tourism Holdings Limited

11:15

CX STRATEGY

Mike Hales
Channel Manager - Vodafone

11:15

SERVICE DESIGN

Anirudh Nair speaker Chief Customer Officer New Zealand
Anirudh Nair
Customer Experience Design Manager - Z Energy NZ

11:15

VOC

David Price speaker Chief Customer Officer New Zealand customer experience conference
David Price
Director of Patient Experience - Waitemata District Health Board

11:15

LEADERSHIP BUY IN

Tracy Smithers speaker Chief Customer Officer New Zealand customer experience conference
Tracy Smithers
Director of Customer and Direct Response - Westpac NZ

11:15

CULTURAL TRANSFORMATION

Stephanie Charles speaker Chief Customer Officer New Zealand 2018 customer experience conference
Stephanie Charles
Chief Customer Officer - Star Now

11:15

HUMAN CENTRED DESIGN

Meghan White speaker Chief Customer Officer New Zealand 2018 customer experience conference
Meghan White
GM of CX|UX Experience and Design - Spark NZ

11:15

ARTIFICIAL INTELLIGENCE

12:00- 12:25

International Keynote Address: How AI and human centred design is shaping customer experience

This presentation will look at how HDC and AI are impacting business strategy and customer experience. Jo will give examples of how UBank has jumped into AI andHCD for initiatives such as supporting customers’ home loan journey. .

Speaking
Jo Kelly
Chief Marketing Officer - UBank (Australia)

Day 1 TRACK A – Leadership Buy In: Demonstrating ROI on CX initiatives

13:50- 14:25

Linking customer experience to business value

Sam Lake speaker Chief Customer Officer New Zealand 2018 customer experience conference
Sam Lake
Digital Product Manager - Vector
Reema Chawla Westpac Chief Customer Officer New Zealand
Reema Chawla
Business Intelligence Analyst - Westpac

14:25- 15:10

Demonstrating return on investment on CX initiatives

Sam Lake speaker Chief Customer Officer New Zealand 2018 customer experience conference
Sam Lake
Digital Product Manager - Vector

Day 1 TRACK B – Cultural Transformation: Customer centricity in action

13:50- 14:25

Inspiring and engaging middle level leaders / managers in the CX experience

Dr. Ratneesh Suri speaker Chief Customer Officer New Zealand 2018
Dr. Ratneesh Suri
Head of Analytics - IAG
Amrutha Murthy
Senior CX Designer - NZ Post

14:25- 15:10

Creating a culture of recognition to drive excellence in CX

Jandi Shennan speaker Chief Customer Officer New Zealand 2018
Jandi Shennan
Customer Experience Change Lead - LION
Amrutha Murthy
Senior CX Designer - NZ Post

16:30- 16:55

Case Study: Making a lasting first impression

This presentation will look at how Westpac engage with new customers in their first 100 days of joining, resulting in 21% churn reduction and 12% reduction in complains.

Speaking
Tracy Smithers
Director of Customer and Direct Response - Westpac NZ

16:55- 17:20

Case Study: The importance of change management procedures to ensure effective digital experience delivery

This presentation will detail Canon’s transformation journey, looking at the importance of staff, establishing customer metrics and how Canon has achieved an NPS of 57 in an industry where the benchmark is -1.

Speaking
Skye Nicholls
General Manager, Customer Experience - Canon New Zealand Ltd