Exchange Day One: Tuesday, 21 November 2017

7:45 AM - 8:50 AM Breakfast & Registration

8:50 AM - 9:00 AM Chairperson's Opening Remarks

9:00 AM - 9:30 AM Ahead of The Curve: Evolving CX Strategy And Capabilities To Enable Predictive Analytics Into Customer Needs

Fernando Samaha, Head of NPS, National Australia Bank Sarah Graham, Head of Customer Initiatives, National Australia Bank
While large organizations have troves of data and insights at their disposal to drive customer experiences, there are challenges with mobilizing them into an agile and predictive model that identifies customer needs before they are detected by static indicators such as the NPS. Hence, this session will delve into NAB’s journey with CX to provide insights around:

  • Enabling an agile delivery model for CX initiatives
  • Narrowing down on customer satisfaction and feedback metrics to enable a far-sighted, predictive analytics driven CX function
  • Drafting a relevant governance structure for a unified CX drive



Fernando Samaha

Head of NPS
National Australia Bank

Sarah Graham

Head of Customer Initiatives
National Australia Bank
While large organizations have a wealth of data and insight on their customers, skill gaps need to addressed and siloed approaches need to unify in order to mobilize these insights into meaningful propositions and experiences meaningful propositions and experiences. Hence, this panel discussion will address:

  • Creating visibility for the CX function to integrate and influence business functions and departments
  • Addressing internal and external market skill-gaps around CX through training and workshop regimes
  • Incorporating ‘Agile’ methodologies to improve speed-to-market of CX operations and marketing
  • Identifying incentive schemes to ensure an end-to-end unification of customer centricity



Paul Cahill

General Manager – Customer and CRM

Leigh McDonald

General Manager – Direct Channels

Charles Weiser

Head of Customer Experience- CX Innovation Lab

Anita Hawthorne

General Manager – Customer Experience
Air New Zealand

Room One

10:15 AM - 11:30 AM Networking Break

Room Two

10:20 AM - 10:50 AM One-to-One Business Meetings

Room Two

10:55 AM - 11:25 AM One-to-One Business Meetings

11:30 AM - 12:00 PM Invoking Emotive Brand Experiences Through Programs And Campaigns That Build Customer Loyalty

Susanne Stevenson, Director Customer Futures & Insights, IAG New Zealand
Regardless of the touch-point used to connect with your customers, it is increasingly becoming important for your CX strategy to blend into the customer’s lifestyle rather than the short-lived nature of traditional point-of-sales/service experiences. In a market that is faced with intensifying competition and falling margins on products and services, customer experience & loyalty is emerging as the key differentiator. Hence this session will address:

  • Why competing on product/service differentiators is not enough in today’s competitive landscape
  • Enabling brand and loyalty programs to tie into the customer’s lifestyle
  • Why it is crucial to tie customer campaigns with consumer behavior & interactions after the sale/serv


Susanne Stevenson

Director Customer Futures & Insights
IAG New Zealand


Table A

12:00 PM - 12:45 PM Future Proofing Your Digital Transformation Strategy In The Age of CX Disruption

Craig Lauchlan, General Manager – Customer Experience Transformation, AGL Energy


Craig Lauchlan

General Manager – Customer Experience Transformation
AGL Energy

Table B

12:00 PM - 12:45 PM Curating Accurate Journey Maps To Innovate And Improve Touch-Point Experiences

Joanne Stone, Director of Customer Experience, Hudson


Joanne Stone

Director of Customer Experience

Table C

12:00 PM - 12:45 PM Building Scalable Products And Services Through Effective Prototyping And Market Testing

Tina Morrell, General Manager, Customer Value Proposition, NRMA


Tina Morrell

General Manager, Customer Value Proposition

12:50 PM - 1:20 PM One-to-One Business Meetings

1:20 PM - 2:30 PM Networking Lunch

2:30 PM - 3:15 PM Lightning Talks: Balancing Customer Expectations Of Simplicity With Complex Touchpoint Processes To Improve Engagement

Mike Dudarenok, Chief Customer Officer, Flight Centre Leigh McDonald, General Manager – Direct Channels, Kiwibank
As digital transformation initiatives are looking at delivering on simplified CX needs, it is important for organizations to streamline customer touch-point operations and processes to eliminate inconvenience from their interactions. This session will hence touch into two 10 -minute case studies from Kiwibank and Flight Center around ‘uberizing’ digital CX and thereon break into groups to discuss the best practices around:

  • Designing a vision statement for customer experience
  • Leveraging data and VOC to understand differing customer profiles and expectations
  • Streamlining customer processes to improve ease of use and eliminate friction points
  • Overcoming challenges with optimizing digital and physical customer channels for a streamlined, omni-channel experien


Mike Dudarenok

Chief Customer Officer
Flight Centre

Leigh McDonald

General Manager – Direct Channels

Room One

3:20 PM - 4:25 PM Think Tank: TBC

Room Two

3:20 PM - 3:50 PM One-to-One Business Meetings

Room Two

3:55 PM - 4:25 PM One-to-One Business Meetings

4:30 PM - 5:00 PM Replacing The Traditional NPS Metric Into A Real Time Feedback Source For CX Performance And Improvement

Barry French, Program Manager - Data Driven Experiences, Westpac
While most organizations use NPS as a traditional internal measure of performance, it doesn’t share a comprehensive picture of the customer experience and pain points. Also, customers find surveys and feedback processes cumbersome and on many occasions, do not feel like their concerns are of importance. With that in mind, at Westpac, the CX measurement and feedback process is witnessing a revolution. Learn about:

  • Why Westpac is moving to a new 3-star rating for customer service
  • How to enable your feedback system to deliver deeper real-time insights and analytics that eliminate customer pain-points
  • Accounting for differing customer and employee perspectives on their interactions at various touch-points
  • Effectively managing organizational change to deliver actionable solutions for customers


Barry French

Program Manager - Data Driven Experiences

5:05 PM - 5:35 PM One-to-One Business Meetings

5:40 PM - 6:10 PM One-to-One Business Meetings

6:30 PM - 6:30 PM Networking Drinks Followed By Dinner