Exchange Day Two: Wednesday, 22 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 Air New Zealand Case Study: Leveraging AI And Digital Capabilities For Real-Time Customer Service Delivery And Feedback

Anita Hawthorne, General Manager – Customer Experience, Air New Zealand
A lot of organizations are now implementing/exploring how ‘Artificial Intelligence’ might help improve the delivery of customer experiences on the digital channels employed. At Air New Zealand, this has become a reality with digital customer interactions managed by the bot ‘Oscar’ that in its initial stages has recorded a 65% success rate of interactions. This session will run you through:

  • Understanding how AI technology can evolve into an iterative model for CX
  • Challenges with building data capabilities to deliver on AI technology’s promise
  • Evaluating the best fit for this technology for delivering winning customer experiences
  • Leveraging digital channels for real-time customer feedback and inputs


Anita Hawthorne

General Manager – Customer Experience
Air New Zealand

9:30 AM - 10:00 AM Developing A Powerful Customer Lens To Transform Customer Insights Into Personalized Omni-channel Experiences

Charles Weiser, Head of Customer Experience- CX Innovation Lab, Optus
With multiple channels of interaction being adopted for customers and troves of data providing opportunities to uncover customer needs and behaviors, it is important for an organization to develop comprehensive capabilities behind the scenes to sift through what customers say and how they behave. This case study will look at:

  • Overcoming challenges with achieving a ‘single ‘ customer view by aggregating customer data from multiple sources
  • Leveraging the VOC program for insights into customer pain points and areas for improvement
  • Developing digital capabilities to streamline processes and enable seamless customer service delivery


Charles Weiser

Head of Customer Experience- CX Innovation Lab

Room One

10:00 AM - 11:15 AM Networking Break

Room Two

10:05 AM - 10:35 AM One-to-One Business Meetings

Room Two

10:40 AM - 11:10 AM One-to-One Business Meetings

11:15 AM - 12:00 PM Panel Discussion: Leveraging Data To Identify And Understand Your Customers To Drive Informed Business Transformation Strategies

Paul Cahill, General Manager – Customer and CRM, Tabcorp Agnieszka Hatton, Head of Business Insights and Analytics, Commonwealth Bank of Australia Barry French, Program Manager - Data Driven Experiences, Westpac
With customer-centricity on the agenda for most organizations, the use of data needs to be optimized for a better understanding of your customer base and leverage those insights for informed business transformation initiatives. Hence this panel discussion will address:

  • Challenges with enabling data analytics to deliver a meaningful, real-time view of your customers across touch-points
  • Driving informed business transformation initiatives by highlighting commercial value through revenue models/metrics and their impact on CX programs
  • Partnering with the right vendors for aligned scale opportunities



Paul Cahill

General Manager – Customer and CRM

Agnieszka Hatton

Head of Business Insights and Analytics
Commonwealth Bank of Australia

Barry French

Program Manager - Data Driven Experiences

Room One

12:05 PM - 1:10 PM Think Tank: TBC

Room Two

12:05 PM - 12:35 PM One-to-One Business Meetings

Room Two

12:40 PM - 1:10 PM One-to-One Business Meetings

1:15 PM - 1:45 PM Networking Lunch

1:45 PM - 2:15 PM One-to-One Business Meetings

2:15 PM - 2:45 PM Case Study: How Uber Is Leveraging Customer Voice To Drive Frictionless Experiences

Mark Capps, Regional Manager, Community Operations (ANZ), Uber
  • Overcoming challenges with aggregating customer insights across various data sources
  • Leveraging the voice of customer to improve customer experience across products and services
  • How Uber is enabling seamless experiences for its customers across its in-bound, agent and in-person channels
  • Where does customer experience go from here?


Mark Capps

Regional Manager, Community Operations (ANZ)

2:45 PM - 3:15 PM AusPost Case Study: Innovating The Product Development Process Through Partnerships And Customer Insights

Jane Cohen, General Manager – Consumer, Chief Customer Office, AusPost
  • Leveraging quantitative and qualitative research for deep customer insights
  • Segmenting customers according to psychographic profiles and needs
  • Revamping the customer channel experiences and products based on insights
  • Overcoming market competition and disruption through innovative partnerships and collaborat


Jane Cohen

General Manager – Consumer, Chief Customer Office

3:20 PM - 4:00 PM Empowering Customer Goals Through Automated, End-To-End Digital Financial Advice

Michael Weeding, Director, Digital and Design – Wealth, Customer & Solutions, AMP
In a market crowded with solution providers and a variety of perspectives around CX, there is tendency to fall prey to the hype created around digital technology as the one-stop solution for customer experience transformation. Hence, this case study will cut through the hype and provide insight into AMP’s digital transformation journey to show you how to:

  • Tailor a Human Centered Design oriented business strategy that blends organization values with market requirements
  • Overcoming challenges with legacy systems and skill-sets to enable true CX transformation
  • Case study of AMP’s innovative digital advice product that empowers customer goals through a blend of digital & automation technologies


Michael Weeding

Director, Digital and Design – Wealth, Customer & Solutions

4:15 PM - 4:30 PM Chairman’s Closing Remarks & End of Exchange