The Future of Customer Experience in Australia
Creating a personalised service and delivering a seamless customer experience over multiple channels is something that consumers now expect from companies. With the amount of data available across all sectors, robotics and machine learning can play a key role in achieving customer loyalty.
Automating customer interactions by using bots to send out a returns policy, predicting whether a customer is at risk of having a bad experience or routing a customer request to the correct agent are all things that can be implemented to improve customer experience.
We will be discussing:
- What are companies in Australia doing to bring omnichannel experiences to life?
- What is the role of machine learning and data in developing trust and loyalty?
- What are the best examples of companies that are doing CX really well?
6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from Zendesk
7:10 pm: Discussion instigated by the moderator and continued by the group
7:45 pm: Starters served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert
Tower 1, Level 2/100 Barangaroo Avenue, Barangaroo NSW 2000, Australia
The Ortus CX Global Leaders Network is dedicated to CX leaders and other relevant senior peers. We create a forum in which CX leaders and relevant executives share knowledge and experiences on common business challenges and issues.
The Network has run similar discussion worldwide in cities such as New York, London, Hong Kong, Dubai and others.
The Ortus CX Global Leaders Network is powered by The Ortus Club.
Chief Customer Officer of Aussie
Chief Customer and Brand Officer of TAL Australia
Chief Information Officer of ASX
Chief Information Officer & General Manager, IT of DP World Australia & Kennards Hire
Chief Information Officer, Channels and Compliance Portfolio & General Manager, Customer Advocacy of Westpac
Chief Transformation & Information Officer of Lagardere Travel Retail Pacific
Chief Technology Officer of A2B Australia Limited
Partner of KPMG Australia
Partner & Head, KMPG Innovate of KPMG Australia
Head, Customer Care of Temple & Webster
Head, Strategy & Customer Experience of Aussie
Head, Customer Design of QBE Insurance
Head, Consumer Design of Blackmores
Head, Experience Design of NOVA Entertainment
Head, Contact Centre & Customer Guidance of Colonial First State
Head, Operations, Customer Channels of icare NSW
Head, Digital Experience Operations & Initiatives of Woolworths Group
Head, Digital of icare NSW
Head, Strategy, Conversion, Innovation of Lendlease
Managing Director of Dymocks
Executive Director, Marketing Technology of WPP AUNZ
General Manager, Digital and Data of The NRMA
Personalization Engineering Director of IAG