20 - 21 November, 2018 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Bettina Pidcock

Chief Customer Officer
QBE Insurance

9:40 AM Chief Customer Officer Panel: Future-Proofing Your CX Function In The Age Of Digital Disruption

Digital transformation has changed the dynamics of traditional roles, skillsets and reporting structures across all facets of an organization. With the CX function being no stranger to this, this session will see leading Chief Customer Officers address how they are staying abreast this rapidly evolving landscape to continue innovating and driving value for customers and the business alike with agility. They will answer questions around:

  • What new skillsets and capabilities are we anticipating for the CX team?
  • How are we bringing agility to the CX team’s relationships with data, IT and marketing teams?
  • What new technologies are driving efficiencies for your CX operations?
  • How are we re-designing KPIs to drive positive customer outcomes and behaviours across the value chain?

9:20 AM PANEL DISCUSSION: Improving Project Prioritization By Linking Them With Data-Driven Commercial And Customer Outcomes

While customer voice has made it to the board-room, CX leaders continue facing challenges with securing management buy-in and budgets for initiatives that predominantly have been difficult to quantify into commercial outcomes. With a limited budget pool to access and multiple cross department business cases to compete against, this session will see the leaders address how they are overcoming these challenges by:

  • Securing management buy-in by tying CX investments to commercial business outcomes through data-driven evidence
  • The importance of storytelling in conveying objectives and adoption of practices across the organization
  • Tackling the prioritization challenge to ensure optimal use of resources and funds across the outlay of CX projects

Check out the incredible speaker line-up to see who will be joining Bettina.

Download The Latest Agenda