Preliminary Agenda

 

Wednesday 24 October

13:00 – 18:00

Networking Golf Afternoon

19:00 – 21:00

Welcome Cocktails Poolside

Thursday 25 October

7:00 – 8:30

Breakfast

8:30 – 10:15

Welcome to CXLC

Lisa Oake, CEO & Founder Oake Media & Paul Segre, CEO, Genesys


Humanity Reinvented | Beyond Tomorrow

Chris Riddell, Global Futurist

Our world is moving faster than ever before in history and this is the biggest revolution we’ve been witness to since the dawn of time. We are swimming in technology, information and change. The challenge today is to make your business more human and cut through the noise. Global Futurist Chris Riddell will unlock fascinating insights into the changing behaviours and expectations of our customers, and how you lead a business into beyond tomorrow.

 

Building an Elite Service Organisation

Jason Lock, Head of Everyday Banking, Westpac NZ


Corporate Social Responsibility

10:15 – 10:45

Break and Networking Meetings

10:45 – 12:30

Connecting Moments

Merijn te Booij, Chief Marketing Officer, Genesys

 

The Secret to Winning Clients’ Hearts

Tammy Barton, Founder and Director, MyBudget

 

Customer Panel Discussion

 

12:30 – 1:30

Lunch

13:30 – 14:30

Roundtable Discussion – Blended AI and The Leadership Imperative

Join your peers for a topic-driven discussion. Identify best practices and share ideas and experiences in these intimate discussion* Key topics to be covered include: Managing Talent & Performance through Change; Blended AI and The Leadership Imperative. *Customer & Guest Session Only – Limited to 18 per topic.
13:30 – 16:00

Daintree Rainforest – Emotionally Engaging Experience

17:00 – 21:00

Sunset Ocean Dinner – Emotionally Engaging Experience

Friday 26 October

7:00 – 8:30

Breakfast

8:30 – 10:10

Welcome Day 2

Lisa Oake, CEO & Founder Oake Media

 

Bonding with Bots: Build Emotional Engagement and Brand Attachment

Dr. Loredana Padurean, Associate Dean at the Asia School of Business, Massachusetts Institute of Technology (MIT) Technology Review

 

The Role of Contact Centres in the Bank of the Future

Daniel Rethazy, Senior Vice President Contact Centres, Canadian Imperial Bank of Commerce

 

10:10 – 10:40

Break and Networking Meetings

10:40-12:30

Keynote Session

 

Corporate Social Responsibility

 

CX: Bridging the artificial reality

Michael Slip, General Manager, Customer Interactive Solutions, Dimension Data

Robotics, AI and IoT are creating a new reality, demanding a new approach. Human cost and productivity is challenged as these capabilities improve. A sneak peek into the 2018/2019 Global CX Benchmarking report will show insights into how winning companies are recalibrating their businesses with omnichannel optimisation strategy and technologies like Customer Engagement Hub, speech analytics and robotic process automation, thereby bringing them into alignment with customer expectations that will result in new sources of revenue and productivity.

 

Winning CX in a Digital World

Luke Liu, Head of Delivery Strategy Planning, Didi Chuangxing

 

Customer Panel discussion

 

Conference Wrap

Gwilym Funnell, Vice President ANZ, Genesys

12:30 – 13:15

Lunch

13:15 – 14:15

Roundtable Discussion – Managing Talent & Performance through Change

Join your peers for a topic-driven discussion. Identify best practices and share ideas and experiences in these intimate discussion* Key topics to be covered include: Managing Talent & Performance through Change; Blended AI and The Leadership Imperative. *Customer & Guest Session Only – Limited to 18 per topic.
13:30 – 18:00

Barrier Reef Sailaway Cruise – Emotionally Engaging Experience

*Agenda subject to change