27 – 28 May 2019 Crowne Plaza, Auckland

Crucial insights from our keynote speakers

Kris Nygren, Partner – Digital and Customer Leader,

PwC New Zealand

4 THEMES TACKLE THE BIG ISSUES• CX trends: A look at the present and future

• Innovating the customer experience and engagement • Championing CX | Best practice CX

• Constructing CX strategies | Key insights that can be implemented in your organisation

SUM

MIT

Where experience comes to thrive

CUSTOMER EXPERIENCE & ENGAGEMENT

#NZCUSTOMER

CONFERENZ.CO.NZ/CUSTOMER

PLATINUM SPONSOR

Amanda Singleton, Chief Customer Officer,

Watercare Services

Scott Bishop, Chief Innovation

Officer, Z

OUR EXCEPTIONAL SPEAKERS SHARE THEIR EXPERIENCE

Dr. Ratneesh Suri, Head of Data and AI,

IAG

Bryan Middleton, GM Outstanding Customer Experience, Contact

Kieran Turner, Head of Customer, Z

Amrutha Murthy, Director – Customer Experience,

Ipsos

Eduard Liebenberger, Head of Digital, Jade Software

Tessa O’Rorke, Head of CX and Design,

Westpac

Shaun Clarke, CEO, Far North District Council

Sarah Clearwater, Director, Customer Xperience

Collective

Customer experience and engagement encompasses the customer’s journey with your brand. The Customer Experience and Engagement Summit puts forward thought leaders showcasing best practice customer experience strategies. Gain valuable insight from practical case study sessions across the two-days including award winning presentations from Z and Farmlands Co-Operative.

In today’s world where digitally-savvy and always connected customers have the power to choose between brands, experience is the new battleground leading companies are competing on to differentiate and deliver value.

TOP REASONS TO ATTEND IN 2019▲ Gain hands on practical knowledge from experts in the industry

▲ A great opportunity to network and grow with your peers

▲ Learn from others who have excelled in their customer experience journeys

▲ Expert input on CX across the 2-days

PLUS, two separately bookable workshops

DAY ONE8.30 RegistrationandCoffee

8.50 Welcome from the Chair KIERAN TURNER, Head of Customer, Z

CX TRENDS: A LOOK AT THE PRESENT AND FUTURE

9.00 OPENING KEYNOTE: What will the customer experience journey look like in 2030? • What are the forces shaping customer experience

and engagement? • Highlighting the trends that organisations need to

keep on top of, to better develop CX strategies • Getting the wider team involved in the CX journey • Portraying what a successful customer experience

and engagement journey looks like in 2030 KRIS NYGREN, Partner – Digital and Customer Leader,

PwC New Zealand

9.40 Emerging CX trends | What do organisations need to know?

• Where does New Zealand sit globally when it comes to CX maturity?

• Aligning business practices keeping the customer in mind

• What resources are available for New Zealand organisations to implement in their CX journey?

10.10 Creating a concept to delivery roadmap for your CX strategy

• Taking all factors relating to your CX strategy in to account when concepting a strategy

• Profiling your customers – know who they are and what do you need to do to win them over

• Keeping the three pillars at the core of your strategy – technology, process, people

10.50 Morning break

11.20 Changing demographics – What makes our customers tick?

• What are the current trends within NZ society – understanding the demographic shifts to better identify your target markets

• Why do they choose you? Understanding the forces at play in customer choice

• Demonstrating customer behaviour – what are the patterns when it comes to their purchase and consumption trends

AMANDA SINGLETON, Chief Customer Officer, Watercare Services

12.00 Leaders’ panel | Customer engagement at the heart of the organisation

• Becoming a customer driven organisation – what are the benefits?

• Promoting a customer focused culture – how can you encourage your employees to get on board the CX journey

• Understanding the role of data and analytics in enabling great customer experience

• Sharing ROI insights – how did the organization grow by implementing a customer culture

• Downfalls of not keeping up with customer trends – sharing the value that was lost and how to avoid this

AMANDA SINGLETON, Chief Customer Officer, Watercare Services

DR. RATNEESH SURI, Head of Data and AI, IAG FIONA BLANCHARD, Head of Visitor Services,

Auckland War Memorial Museum Moderator: PAUL LINNELL, Managing Director, CTMA

12.40 TABLE TALK: Key takeaways for New Zealand organisations to implement in their CX journeys

1.00 Lunch break

INNOVATING THE CUSTOMER EXPERIENCE AND ENGAGEMENT

1.50 Why you should ‘never’ implement digital assistants

While digital assistants are essential for companies moving forward, their true value will only be realised by hiring them as we would a human employee.

EDUARD LIEBENBERGER, Head of Digital, Jade Software

2.30 Case study: Utilising technology and customer insights to drive solutions | NZTA and ACC

The NZ Transport Agency and ACC have developed Drive, a product range to support improved road safety awareness amongst young drivers. The Transport Agency and ACC worked with young drivers to understand their current learn to drive journey and to better understand what might assist them to become skilled and safe drivers. In this session, the Transport Agency and ACC will share the young driver road safety issues, customer insights and research that led to the customer journey map and solutions.

KIM ALBRECHT, Manager and Advertising Team, NZTA ANDREA AMIES, Product Manager, Drive.govt.nz

3.10 Afternoon break

3.40 Fastlane: An experimental CX Journey A world first for fuel, Fastlane was recently introduced

as a way to pay without touching your wallet, phone or credit card. Fastlane is now live at over 40 locations across Auckland. Customers, including Z Card holders, from Warkworth to Waiuku can now Zip thru Z using Fastlane. This CX has been recognised with top awards in NZ (Best Design Award) and AU (Best Tech Partnership). Learn about the experimental journey that Z Energy is through this case study on Z’s first Innovation pipeline exit.

SCOTT BISHOP, Chief Innovation Officer, Z

4.20 Closing keynote: Achieving excellence in customer experience | Farmlands Co-Operative

Farmlands Co-Operative was recognised in their CX efforts and they won the KPMG Global Customer Experience Excellence Award. Hear from Farmlands about what makes them stand out and how they build on their CX journey.

DEBBIE BELLIS, Brand and Customer Experience Manager, Farmlands Co-Operative

5.00 Summary remarks from the Chair & Networking Drinks

DAY TWO9.00 Welcome back from the Chair

KIERAN TURNER, Head of Customer, Z

CHAMPIONING CX | BEST PRACTICE CX

9.10 Delivering exceptional customer experience • Showcasing the CX journey mapping – what do

they want to deliver for their customers? • Understanding the full customer experience and

engagement lifecycle – what key takeaways can be implemented?

• Driving employee engagement to deliver exceptional customer experience

• Highlighting the (common) pitfalls and providing solutions to overcome them

10.10 Local Government Case Study: Using customer experience measurement to drive continuous improvement

• Why customer experience is so important to our council

• Measuring our performance from our customers’ experience

• How our staff use customer feedback to drive continuous improvement

• Tracking our progress and measuring success SHAUN CLARKE, CEO, Far North District Council

10.50 Morning tea

11.20 TABLE TALK: Does New Zealand possess the technology and infrastructure required to aid with customer experience

11.40 Shaking up a traditional and mature industry through a bold rebrand and transformation: from energy generator to customer champion

Contact’s company-wide brand transformation project has seen the established energy retailer and generator emerge as ‘the human energy company’ where customers are placed firmly at the heart of Contact’s strategic business focus. Bryan and his team are at the coalface of customer interaction – refining product development, driving and converting sales, and improving the customer experience at each stage of their journey. The journey has resulted in six new products designed in co-creation with customers, with a strong emphasis on meeting the needs of customers from all walks of life, including those facing financial hardship.

BRYAN MIDDLETON, GM Outstanding Customer Experience, Contact

12.00 The art of communicating using a chatbot | Auckland Art Gallery

The Auckland Art Gallery recently launched their chatbot through Facebook Messenger. This chatbot uses machine learning to showcase the Gallery’s collection of 17,000 artwork. This session will delve into how this chatbot is improving communication with customers but also how the chatbot is becoming ‘smarter’ with each communication.

KATHERINE BARROW, Chief Strategy Officer, Pixel Fusion

12.40 Lunch break

CONSTRUCTING CX STRATEGIES |

KEY INSIGHTS THAT CAN BE IMPLEMENTED IN YOUR ORGANISATION

1.40 Psychology of customers | Data, analytics and more

• Cutting out the noise - how to structure your customer data and what tools are useful to better understand their behaviour

• From BI to CI – how to move your organisation from Business Intelligence to Customer Intelligence through effective data storytelling

• From insight to action – how to turn you customer experience data into tangible actions to improve business performance

EMILY SHAW, Director, Luma Analytics DAMIEN CHRISTOFFERSEN, Director, Luma Analytics

2.20 Driving a CX strategy | Ipsos • Exploring where the organisation is, when it

comes to customer experience and engagement • Understanding the ‘voice of the customer’ and

how this should drive the experience AMRUTHA MURTHY, Director, Customer Experience,

Ipsos

3.00 Afternoon break

3.20 Making customer experience tangible | The journey from insights to action

• A case study of customer-led insights discovery • Translating insights into brand design and

business models • CX at heart - a blueprint of customer centric

organisations SARAH CLEARWATER, Director, Customer Xperience

Collective

4.00 Balancing the online and face-to-face customer experience

This session will delve into understanding your brand and narrating that experience both online and in person and how this can be achieved.

TESSA O’RORKE, Head of CX and Design, Westpac

4.40 Closing remarks from the Chair and end of conference

WHO WILL BE THERE:• CEOsandDirectors• ChiefCustomerExperienceOfficers• HeadofCustomerStrategy• HeadofDigitalExperience• HeadofCustomerInsights/Analytics• Customer/Digital/UserExperienceManagers• CustomerInsights/ResearchManager• BusinessDesigners• HeadofMarketing

1/2 DAY WORKSHOPS

PAUL LINNELL,Managing Director, CTMA NEW ZEALAND LTDPaul Linnell is an international customer experience champion, with more than 25 years’ experience helping businesses and the public sector with the development of strategies for customer experience management, continuous improvement, customer feedback, and voice-of-the-customer programmes.

29 May 2019 | 9.00 – 12.30

TURNING THE VOICE-OF-THE-CUSTOMER INTO MANAGEMENT ACTIONS One of the best sources of insight for innovation and business improvement comes free-of-charge – from your customers! The challenge is to unlock these insights and turn them into concrete improvements in customer experience.

This half-day workshop provides a valuable “jumpstart” on the road to reaping the benefits of customer-driven performance improvement to help you: •  Learn from your customers, what you do well, and

how to improve •  Take actions to improve and innovate customer

experience It shares proven frameworks and examples of how other organisations have developed product and service improvement initiatives – from their analysis of customer feedback, to implementing remedial actions to transform their customers’ experience. •  Considering your available sources of data •  Measuring customer experience •  Quantifying and prioritising actions •  Preventive analysis and remedial action planning •  Building a roadmap to launch your customer-driven

continuous improvement programme

Two Separately Bookable

29 May 2019 | 1.30 – 5.00 EFFECTIVE CUSTOMER MAPPING

Customer journey maps are an incredibly valuable tool to help organisations visualise their relationship with their customers and identify opportunities to improve. The key to an effective journey map, however, is in creating strategies to turn insights into action. This workshop will illustrate techniques for creating journey maps, as well as how to use them to drive measurable change. From the initial process of gathering user insights, through to effectively measuring the impact of the changes you make, this workshop shows how to integrate journey mapping into your business successfully.

•  The value of customer journey mapping •  Practical approaches for implementing journey

mapping in your organisation •  Common pitfalls and challenges that organisations

face when it comes to understanding the customer journey

•  A framework for turning your journey map into actionable strategies.

•  How to create effective measures of success •  The long-term cycle of journey mapping within your

business

KATHERINE BARROW,Chief Strategy Officer PIXEL FUSIONKatherine Barrow is a digital thought leader and Chief Strategy Officer(CSO).

As an inspiring facilitator and strategist she’s passionate about empowering New Zealanders by growing their digital capability.

WHO WILL BE THERE:• CEOsandDirectors• ChiefCustomerExperienceOfficers• HeadofCustomerStrategy• HeadofDigitalExperience• HeadofCustomerInsights/Analytics• Customer/Digital/UserExperienceManagers• CustomerInsights/ResearchManager• BusinessDesigners• HeadofMarketing

• CX trends: A look at the present and future • Innovating the customer experience and engagement

• Championing CX | Best practice CX • Constructing CX strategies | Key insights that can be implemented in your organisation

CN016 Code: A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Copyright © 2019 Conferenz Ltd

*To secure the 3+ ticket price, three or more people must be booked at the same time and be from the same organisation. The 3+ ticket price is only available for the summit.

HOW TO PAY - DIRECT CREDITDirect credit to our bank account (please supply details of remittance)

ACCOUNT NAME: Conferenz LtdACCOUNT No: 06-0273-0228588-25

HOW TO PAY - CREDIT CARDWe accept most major credit cards. Please contact our office directly on (09) 912 3616 if you wish to use this method of payment, or register online for this event at conferenz.co.nz

A 2.5% surcharge will be added to credit card payments

WHAT HAPPENS IF I HAVE TO CANCEL?YOU HAVE SEVERAL OPTIONS:• Send a substitute delegate in your place• Confirm your cancellation in writing (letter or email) at least

ten working days prior to the event and receive a refund less a $300+GST service charge per registrant. Regrettably, no refunds can be made for cancellations received after this date.

GST No. 66-938-654

CONFERENZ.CO.NZ/CUSTOMER

BOOKING OPTIONSSUPER SAVER

Register & Pay before 5pm

29 MAR 2019

EARLY BIRDRegister & Pay before 5pm

30 APRIL 2019

LAST MINUTERegister & Pay after 5pm

30 APRIL 2019

SUMMIT $1,999 + GSTSAVE $500

$2,299 + GSTSAVE $200

$2,499 + GST

1/2 DAY WORKSHOPS

$799 + GSTSAVE $200

$899 + GSTSAVE $100

$999 + GST

Bring the team and save!!3+ SUMMIT TICKETS*

(PER PERSON)$1,699 + GST

SAVE $500$1,999 + GST

SAVE $200$2,199 + GST

W: conferenz.co.nz/customerP: (09) 912 3616

SUPPORTING ORGANISATIONS

SPONSORSHIP AND EXHIBITION OPPORTUNITIES

If you supply customer experience or insights/analytics solutions, you need to sponsor this event and showcase your expertise! Contact the team at sponsorship@conferenz.co.nz or call 09 912 3616 for a prospectus or discussion.

PLATINUM SPONSOR