THE FUTURE OF
CUSTOMER EXPERIENCE
MELBOURNE
________________________________________________________________
August 16, 2018 (Thursday)
Hosted by:
ABOUT
The Future of Customer Experience is Zendesk’s 2018 event series focused on product best practices and customer experience industry hot topics. This complimentary event offers inspiring keynotes, real-life customer case studies and Zendesk product sessions, plus onsite activities, and networking opportunities. Learn about the market trends in customer experience investment and find out which tools, technologies, and techniques make a real difference.
AGENDA
OPENING KEYNOTES
09.00 – 09.10: Opening and welcome address
Rodney Moynihan, Director ANZ, Zendesk and Sarah Reed, Dir Content Marketing, Zendesk
09.10 – 10.30: Stop distracting your customers
Mikkel Svane, CEO & Founder, Zendesk
Adrian McDermott, President of Products, Zendesk
David Hancock, Group Head and Executive Director, Afterpay
10.30 – 10.45: Back from the brink, the Guzman y Gomez story
Steven Marks, Founder and Global CEO, Guzman y Gomez
Sarah Reed, Dir Content Marketing, Zendesk
10.45 – 11.20: Networking Break & Refreshments
11.20 – 11.50: Embrace your CX mandate: Be the engine of growth
Michael Barnes, VP Research Director, Forrester
11.50 – 12.20: What’s your C(X) factor?
Lucas Smith, Regional Customer Experience Manager APAC, Slack
Moderated by Brad Howarth, Freelance Journalist, Moderator & CX Commentator
12.20 – 12.50: Consumers of the future
Acacia Leroy, Asia Head of Trends & Insights, Trendwatching
12.50 – 13.45: Networking Break & Lunch
13.45 – 15.35: BREAKOUT SESSIONS
15.35 – 16.10: Table Talks + Refreshments
CLOSING NOTES
16.10 – 16.40: Welcome to the empathy economy
Tiffany Apczynski, Vice President, Public Policy and Social Impact, Zendesk, with Bec Scott, CEO & Founder, STREAT
16.40 – 17.10: The story of telling
Bernadette Jiwa, Author & Amazon Bestseller
17.10 – 17.20: Closing Remarks
17.20 – 19.30: Zendesk Happy Hour
Why attend?
Gain access to best practices in customer experience, and Zendesk’s latest product and feature releases. Attend The Future of Customer Experience for practical advice on trends in our industry, plus product-focused sessions, and in-person access to Zendesk experts.
Who attended?
Common titles are CTO, CIO, Head of Customer Experience, Customer Service Director, Marketing Director, Customer Service Manager, and of course many more. You might be a Zendesk customer or an industry professional – all are welcome and will find relevant content.
Applications are now closed.
Listed below are only a few of the many guests that have registered and will be attending the event:
- CIO at Shiavello Group
- CDMO at IDP Education
- CDO at Sendle
- CMO at Carpet Court
- CMO at National Tiles
- CMO at William Angliss
- CCO at Exceed Global
- Founder at Gift 631
- Co-Founder at inGenious Ai
- Co-Founder at Winery Lane
- Partner at Hall & Partners
- Head of Receva Australia Post
- Head of Marketing & Digital at Roger David
- Head of Consumer Marketing at Reynolds
- Head of APAC at GO Markets
- Head of Bids and Service Solutions at TSA Group
- Head of Client Services at Adslot
- Head of Client Services at FCB Group
- Head of Client Services at MoneyPlace
- Head of Customer Care at Temple & Webster
- Head of Customer Experience at Bambora
- Head of Customer Experience at Car Next Door
- Head of Customer Interactions at Sunsuper
- Head of Customer Service at Make It Mine
- Head of Customer Service at Shippit
- Head of Customer Success at Assembly Payments
- Head of Customers at Vinomofo
- Head of CX at Catch Group
- Head of CX at RateMyAgent
- Head of CX at Yarris
- Head of Digital at Reece Group
- Head of Digital & Customer Engagement at Taking Shape
- Head of IT at Readify
- Head of IT at Undo Citywide Service Solutions Pty Ltd
- Head of Lottery Operations at Jumbo Interactive
- Head of Marketing at Make It Mine
- Head of Memeber Experience at Car Next Door
- Head of Online at Selby Acoustics
- Head of Operations at EATmusic
- Head of Operations at Geeks2U
- Head of Operations Management & Support at Latitude Financial Services
- Head of Partner Experience at Rhipe Australia
- Head of Sales at Resonate Solutions
- Head of Support at Edalex
- Head of Support & Communications at ROLLER
- Head of Tech innovation at Oxfam
THE VENUE
The Speakers
Mikkel Svane
Founder and CEO
Zendesk
Michael Barnes
VP Research Director
Forrester
Steven Marks
Founder and Global CEO
Guzman y Gomez
Bernadette Jiwa
Author and Brand
Story Specialist
The Story of Telling
Melissa Dorey
Technology and Innovation,
Human Resources
Telstra
Adrian McDermott
President of Products
Zendesk
Shaun Wilton
Group Manager,
Customer Service
Carsales
Thomas Heib
Customer Experience and
Solutions Manager
Bingle
Acacia Leroy
Asia Heads of Trends
and Insights
Trendwatching
David Hancock
Group Head & Executive Director
Afterpay
Bec Scott
CEO and Founder
Streat
Tiffany Apczynski
VP of Public Policy and Social Impact/Executive Director
Zendesk/Zendesk Neighbourhood Foundation
Aaron Cottrell
Group Product Manager, Connect
Zendesk
James Chin-Moody
Founder & CEO
Sendle
Lucas Smith
Regional Customer Experience Manager APAC
Slack
Myles Lawlor
Head of Technology
Youfoodz
Robert Glennon
Group Director Customer Experience
MyRepublic
Amy Foo
Vice President, Finance and Operations APAC
Zendesk
Lauren Hyman
Head of Operations & HR
TEG (Ticketek)
Chris Hall
Managing Partner
BAC Partners