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Main Conference: 25-26 May 2016

Pre-Conference Focus Day:24 May 2016

Workshops: 25 & 26 May 2016

Venue:The Westin Hotel, Sydney

OWN THE CUSTOMER EXPERIENCE with your industry’s #1 Event for Customer Service Professionals in Australia & NZ. Don’t miss your chance to see how companies have developed in the last 12 months.

Join the 9th Annual CEM Event!

Changing your Culture & Process to transform all aspects ofyour Customer Service Journey

Event Partners

Solution Providers

Associate Partners

Coffee Cart Sponsor

Event Chairman

Hear from 50+ Companies including:

Get your Company the recognition it deserves!

Apply for the 2016 Customer Experience Excellence AwardSee page 5 for details

See page 3 for full speaker line-up

100% NEW THEMES FOR 2016:Identifying the Impact of Digitalisation on Customer Experience

Implementing Customer Journey Mapping Techniques

Changing your Culture and Processes to Transform your Customer Service

Using NPS to create a Customer Centric Culture

Overcoming Key Strategic Challenges that Inhibit Customer Experience Success

Prioritising the Voice of the Customer over a Variety of Different Channels

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au

Cocktail and Awards Sponsor

Juice Bar Sponsor

• Customer Experience• Customer Analytics • Contact Centre • Customer Operations • Customer Relations • Customer Support • Customer Care • Customer Experience Technology• Customer Service • Service Delivery • Innovation & Technology• Digital Channels

From the following industries:• Finance, Banking, Insurance,

Superannuation• Federal and Local Government• Energy Retailers• Telecommunications• Gambling Industry • Transport• Airlines and Hotel Groups• Retail• Mortgage Lenders & Brokers

Streamed Sessions: Improving Customer-Centric Approach, Embracing Digitalisation, Customer Journey, Prioritising the Voice of the Customer & Changing your Process & Culture

A separately bookable focus day on The Journey to Award-Winning Customer Experience to formulate a practical roadmap to your best CX model

Experience 27 Unique Case Studies with key industry leaders

Customer Experience Excellence Awards

Speed Networking, 4 Expert Panel Discussions, Practical Solutions Clinic Roundtable, and 2 Master Classes

PRE-CONFERENCE FOCUS DAY:The Journey to Award-Winning Customer Experience and Everything that Stands in your Way• Benefit from 6 extra practical case studies from key industry

leaders• Participate in an expert roundtable discussing the need for

innovation to remain competitive

*Hear from 10 industry experts!

WORKSHOP A:Improving & Innovating your Customer Journey Mapping & Design TechniquesFacilitator:Peter StrohkorbCEOPeter Strohkorb Consulting International Pty Ltd

WORKSHOP B:

Shaping and Enabling Customer Centric Operations and Strategy Facilitator:Steve TowersCEO & Co-FounderBP Group

James DodkinsCEO Compass Business ClubBP Group Advisor

Who will you meet at Customer Experience Management 2016?

Enjoy our extra features

12345Maximise your attendance by joining the Focus Day and Interactive Workshops:

Dear Customer Experience Professional,

We have progressed to an age where it is literally all about the customer. The digitalisation of everything has changed the customer experience management world and each organisation now needs to assess how this will impact their processes, services and products.

Gaining the in-depth knowledge about your customers is not something that happens overnight. It comes into fruition through insight from all customer touch points and channels across your entire organisation. It’s about knowing your customers inside and out so that you can create and deliver personalised experiences that will boost loyalty and advocacy towards your brand; differentiating you from the fierce competition.

IQPC is proud to host the 9th Customer Experience Management Conference which will be addressing the latest challenges and opportunities that you and your peers are facing. Do not miss your chance to be a part of Australia’s leading event in Customer Service.

Key Themes for 2016 include:

• Embracing the Digitalisation of Customer Service (Channels, Technology, Connectivity and Customer Reach)

• Changing your Process & Culture to Achieve Customer Centricity (NPS, Customer Journey, VOC, Measuring Customer Outcomes, Staff & Customer Engagement)

• Implementing Innovation, Technology & Design Thinking into your CX Strategy (Future CX, Human Centred Design, Senior Buy In Techniques, Harnessing Data, Insights & Analytics)

To book your place, simply call 02 9229 1000, email [email protected] or book online at www.customerexperienceevent.com.au

I look forward to meeting you in Sydney in May.

Yours faithfully, Dana HutchinsonHead of CEM 2016Customer Experience Event Series

EXTRA EARLYBIRD OFFER

Book and pay before

the 29th April 2016

and save up to $250!


ADVISORY BOARD MEMBERS:

EXPERT SPEAKING LINE-UP INCLUDES:

SPEAKERS

Jill BaptistGeneral Manager,

Customer and Marketing,IAG

Warren DunneHead of Customer

Experience and EnablementBT Financial Group

Janelle MerckxHead of Product & Digital

Service QualityWestpac

Jason BradshawDirector Customer

ExperienceVolkswagen Group Australia

What a fantastic conference, great conversations and so much learning!

Julie Fedele, Head of Customer Strategy, Bupa

“ “


Anna Simo OlivetSenior Manager Specialised

Services Commonwealth Bank

Catherine ThomasCustomer & Partner Experience Director

Microsoft

Dirk van LammerenGeneral ManagerSmall Business Australia Post

David JordanGeneral ManagerBaskin Robbins

Michelle HayDirector CE Marketing

& Product for Customer Experience and Delivery

Optus

Eloise CampbellGeneral Manger Advocacy,

Business Support and Improvement, Telstra

Paul SchiffnerManaging Director/SVP

AustralasiaWeight Watchers

Rancha GandhiActing CEO

Service NSW

Kellie LoweActing Commissioner

Queensland Building & Construction Commission

Bruce McGregorExecutive Director- Customer Service, Queensland Building & Construction Commission

Ian JackmanHead of Customer Insights, Customer Voice, Bendigo

and Adelaide Bank Limited

Matt JanssenHead of Service Excellence,

Consumer Bank,Westpac Group

Elke Van der MeijdenHead of Customer

ExperienceAMP NZ

Jason BradshawHead of Customer

ExperienceVolkswagen

Declan LeeOwner

Gelato Messina

Rory CartyHead of APAC Customer

Experience & InsightsBMW Australia

Tony GruebnerGeneral Manager Customer

Operations, Sportsbet

Jill BaptistGeneral Manager,

Customer and Marketing,IAG

Levi AronCountry Manager- Australia

Deliveroo

Gerard SmithSenior Manager- e-Business

& Contact CentreTeacher’s Mutual Bank

Kapil BhatiaDigital Marketing Manager

Dish Me

Jacinta HarganDirector Future Transport

Program Customer Services, Transport for NSW

Paul BennettHead of Marketing and Client

ExperienceMetLife

Charmein BukovecCustomer Service Team

Leader Racing Victoria

SPEAKERS

EXPERT SPEAKING LINE-UP INCLUDES:

Tony NguyenHead of Digital Engagement

AMP

Warren DunneHead of Customer

Experience and EnablementBT Financial Group

Tarnya McKenzieHead of Marketing and Customer Experience

Yarra Valley Water

Sid MillerChief Customer Officer

Accident Compensation Cooperation

Natalie McCollSenior Manager Connect

Branch & Claims Improvement, Transport Accident Commission

Peta GrangerDirectorLUSH

Kathy CareyStudent Experience

Coordinator, University of Southern Queensland

Raelene SmithHead of Marketing Insights &

Business CapabilitiesGoodyear & Dunlop Tires

Michelle BevanDirector of Human Resources

TFE Hotels

Stacey RiordanChief Marketing Officer

Origin IT

Alexandra SchischovCEO and Founder

STYLIZEN

James DodkinsChief Executive OfficerCompass Business Club

Jay HoreHotel ManagerAdina Bondi

Steve TowersCo-Founder and Chief

Thought Leader, CXRating

Cyrus AllenManaging Partner Strativity Group

Catherine GrahamHead of Customer

ExperienceClemenger BBDO

Bill McMurrayManaging Director, Asia

Pacific and JapanQualtrics

Peter MonkCountry General Manager

AUS & NZConcentrix

Brad MeehanManaging DirectorStrativity Group


CUSTOMER SERVICE IS NOT A DEPARTMENT. IT’S EVERYONE’S JOB.The average number of channels customers use consistently when interacting with a brand or organisation: 4 Customer service channels consumers use on a regular basis: PHONE

81% 78% 64% 62%

EMAIL LIVE CHAT SUPPORT PORTAL/FAQs

Deepak KumarSr. Director – APAC Sales,

EdgeVerve Systems Limited

Adam ClarkRegional Vice President of Sales and Success - ANZ

Zendesk

Mr David HopeVice President & Managing

Director, Asia PacificPitney Bowes

Peter StrohkorbCEO

Peter Strohkorb Consulting Pty Ltd

Eli LevyAPAC Head

Jacada

The 1st Annual Customer Experience Management Awards #CEM

You are cordially invited to

Request for an application at [email protected] email your submissions to us before the 6th May 2016.

New in 2016, the following categories will be judged by expert advisory panel members and the results will be revealed at the Awards Ceremony

at Customer Experience Management Summit 2016

3 Course Dinner, Drinks, and Entertainment is included in the Ticket Price!

Best Defined Customer

Experience Project

Best Customer Centric

Progression Project

Best Demonstrated

Customer Satisfaction

Improvement

Overall Best Customer

Experience Organisation Winner 2016

CUSTOMER EXPERIENCEEXCELLENCE AWARDS

AGENDA AT A GLANCE

PRE-CONFERENCE FOCUS DAYTUESDAY, 24 MAY 2016

09:40 - 10:20 The Keynote Overview: The Challenging Journey to Premium Customer Service and a Lifetime of Happy CustomersWestpac

10:20 - 11:00 The Inspirational Story: The Australian LUSH Story: From Rock Bottom to Perfect Score on Australian Retail Survey; Engaging both customers and staff with ethical business practices and a sense of communityLUSH

11:30 - 12:10 The Implementation of Digital: How to Adapt to & Implement the Digital Customer ExperienceDigital Customer Information Services Transport NSW

13:10 - 13:50 Happy Customers? Measuring Happiness over SalesBBDO

13:50 - 14:30 The Commitment to the CX Transformation: Effective Approaches to Managing the Change to a Customer Focused Organisation Telstra

15:00- 16:00 Champagne Roundtable: The Need for Innovation to Remain Competitive: Rapid Fire Roundtable: 20 CX Ideas in 20 minutes

Table 1: Channels & Connectivity

BMW Australia

Table 2: Brand Loyalty

Gelato Messina

Table 3: Measuring Customer Outcomes

Deliveroo

Table 4: Staff & Customer Engagement

AMP


DAY ONEWEDNESDAY, 25 MAY 2016

08:00 Coffee Registration and Arrival Coffee

08:40 Opening Keynote Case Study: Unlocking the Future of Customer ExperienceOptus

09:50 Keynote Case Study: Customer Contact Transformation- Service NSW transforms How Customers Interact with GovernmentService NSW

12:30 Expert Case Study- Transforming your Customer Service by Changing your Process & Culture to be Focused on Customer OutcomesWestpac

STREAM AImproving your Customer-Centric

Approach: Customer Retention & Loyalty

STREAM BEmbracing Digitalisation:

Enhancing the Customer Experience

STREAM CThe Customer Journey: Utilising

Customer Information to Engage yourCustomers in your Brand & Service

13:50 Yarra Valley Water’s Maturity Journey: Pushing the Business to go Above and Beyond Customer Service

Yarra Valley Water

Digital Solutions: Opening Up Access to Advice to Overcome Existing Obstacles

BT Financial Group

How to Build Confidence and Motivation in your Customers from your Brand Experience

Weight Watchers

14:35 QBCC’s impressive Journey to Become One of the Most Customer-Centric Organisations in Australia


Improving Consistency of yourDigital Network with the “My Post”Development

Australia Post

Beyond the NPS Score-What’s Next for CX MeasurementStrategies?

Origin IT

15:15 Want Competitive Advantage?Go MAD.

TFE Hotels

Utilising your Customer Data & Analytics to Improve your Digital Personalisation Experience

Sportsbet

Fixing the Episodes in the CustomerJourney

Suncorp Bank

17:00 Champagne Roundtable

AGENDA AT A GLANCE

DAY TWOTHURSDAY, 26 MAY 2016

07:00 - 08:30

WORKSHOP A: Improving & Innovating your Customer Journey Mapping & Design TechniquesPeter Strohkorb Consulting International Pty Ltd

08:00 Registration and Arrival Coffee

08:40 Opening Keynote Case Study: “Human Centred Design as a Key to Journey Design & Innovation”

09:20 Joint Keynote Discussion: Creating an Economic Case for CEO & CFO Buy in for your Customer Experience ObjectivesDBS Bank BMW AustraliaBaskin Robbins& 1 Solution Provider Spot

11:30 Panel Discussion: Practical Roadmaps for Implementing and Measuring Customer ExperienceModerator: MetLife

Panelists: Goodyear & Dunlop TiresBendigo and Adelaide Bank LimitedAMP NZCommonwealth Bank


Table 1: Employee Engagement and the Benefi ts to your Customer Experience

Accident Compensation Cooperation

Table 2: Achieving Higher Customer Satisfaction Rates through the Contact Centre

Teacher’s Mutual Bank

Table 3: Introducing Digitalisation into a Human Centered Organisation

Transport Accident Commission

Table 4: Creating a Product that Creates Brand Loyalty

Deliveroo

STREAM APrioritising the Voice of the Customer: Utilising

the VOC over a Variety of Channels

STREAM BChanging your Process & Culture: Achieving Seamless

Integration & Happy Customers

13:40 Gaining Customer Insights & Analytics to Enhance yourCustomer Retention

Bupa

Changing your Process Design, Culture, and Customer Insights to Lead Change and Innovation in your Organisation

IAG

14:20 Combining the Traditional with the New: Delivering Consistent Experience in an Omni-Channel World

Concentrix

Driving Culture Change to Enable Great Customer Experiences

Microsoft

15:00 Prioritising the Voice of the Customer and Creating anExperience that your Customers Keep coming Back

Racing Victoria

Transforming your Processes to Create an ExceptionalCustomer Experience

NAB labs

16:40 The Path to Purchase: Understanding Customer Behaviour Their Decision Making ProcessModerator: University of Southern Queensland

Panelists:Macquarie BankVolkswagenPepper Financial ServicesSTYLIZEN

17:30 Main Conference Close

17:30 -20:30

WORKSHOP B: Shaping and Enabling Customer Centric Operations and StrategyFacilitator: BP Group

*See full agenda for more information on sessions and breaks

18:00 Customer Experience Management Excellence Awards

09:00 Conference Registration and Arrival Coffee

09:30 Opening Remarks by IQPC Australia and the Conference Chair

Jacinta Hargan Director Future Transport Program Customer Services Transport for NSW

09:40 The Keynote Overview: The Challenging Journey to Premium Customer Service

and a Lifetime of Happy Customers

Matt Janssen Head of Service Excellence, Consumer Bank Westpac Group

10:20 The Inspirational Story: The Australian LUSH Story: From Rock Bottom to

Perfect Score on Australian Retail Survey; Engaging both customers and staff with ethical business practices and a sense of community.

5 years ago LUSH Australia faced a crisis point and was loosing millions of dollars. Flash forward to today and they have just received a perfect score on the Be Brands Australian Retail Survey and won Retailer of the Year from the Australian Retail Association. How did they do it? Completely re-working their customer experience, creating a well-defined community and a healthy, vibrant culture. With the goal of “making the customer’s day,” LUSH Australia advocates strong ethical standards and gentle forms of activism in manufacturing and retailing their fresh, handmade cosmetics. LUSH believes that educating your customer can turn them into loyal, brand passionate advocates. Join this presentation to understand how to transform your brand into a community people want to be a part of.

• Improving your customer experience with staff who are invested in the success of your business

• Reaching customers on a variety of channels with no paid advertising or celebrity endorsements

• Promoting your customer experience and core values with external workshops, demonstrations and samples

• Engaging both customers and staff through ethical campaigns, charitable giving and transparent supply chains

Peta Granger Director LUSH

11:00 MORNING TEA & NETWORKING BREAK

11:30 The Implementation of Digital: How to Adapt to & Implement the Digital Customer

Experience “Digital transformation represents the next big thing

in customer experience and ultimately how business is

done. Those companies that “get it” early on, that invest more in learning about their digital customers’ behaviors, preferences, and expectations, will carry a significant competitive advantage over those that figure it out later.” Brian Solis, Principal Analyst, Altimeter Group

• Mapping and understanding the Digital Customer Experience and guiding transformation efforts

• Outlining the relationship between the technology drive and the evolution of the customer behaviour

• Changing your organisation from the inside out to make your business relevant in the digital era

• Creating a Customer Experience strategy that is obsessed with understanding your digital customer’s preferences, expectations and decisions in the virtual marketplace

Jacinta Hargan Director Future Transport Program Customer Services Transport for NSW

12:10 NETWORKING LUNCH BREAK

13:10 Happy Customers? Measuring Happiness over Sales • Testing the Happiness Theory in your organisation • Understanding the Happiness Index • Shifting the overall focus from being money-driven to

culture –driven • Understanding the correct customer metrics for success

Catherine Graham Head of Customer Experience Clemenger BBDO

13:50 The Commitment to the CX Transformation: Effective Approaches to Managing the Change to a

Customer Focused Organisation • Effectively managing change transformation within your

organisation • Getting your organisation to understand that a change

journey is a process that needs everyone on board in order to create beneficial outcomes

• Committing to the Transformation through practical techniques that can guide your staff to feel that they are contributing to the positive change happening in the business

• Continuing to implement methods that engage your staff to produce excellent CX

Eloise Campbell General Manger Advocacy, Business Support and

Improvement Telstra

14:30 AFTERNOON TEA & NETWORKING BREAK

The Journey to Award-Winning Customer Experience and Everything that Stands in your Way*This Journey pre-conference focus day will feature 6 practical case studies and one interactive disruption panel discussion that will help you implement a customer experience strategy from beginning to end. This day is designed to highlight all the key areas you need to focus on to enhance your customer service, measure your customer experience, and prepare you for predicted threats to the CX model; which remains loosely defined already. Capitalise on this opportunity to benefit from key leading expert’s journeys and best practice methods for implementing & retaining the most competitive customer experience strategy possible.

PRE-CONFERENCE FOCUS JOURNEY DAYTUESDAY, 24 MAY 2016

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PRE-CONFERENCE FOCUS JOURNEY DAYTUESDAY, 24 MAY 2016

15:00 Champagne Roundtable: The Need for Innovation to Remain Competitive: Rapid

Fire Roundtable: 20 CX Ideas in 20 minutes *Delegates will remain at their tables and compile a list

of 20 new innovative ideas that could potentially be considered in updating their CX strategy. After 20 minutes, 1 delegate from each table will report back to the group with their top 3 ideas that could be implemented or temporarily rolled out to keep their organisations competitive in this evolving space. Suggested Idea Sections:

Table 1: Channels & Connectivity Facilitator: Rory Carty Head of APAC Customer Experience & Insights BMW Australia

Table 2: Brand Loyalty Facilitator: Declan Lee Owner Gelato Messina

Table 3: Measuring Customer Outcomes Facilitator: Levi Aron Country Manager- Australia Deliveroo

Table 4: Staff & Customer Engagement Facilitator: Tony Nguyen Head of Digital Engagement AMP

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Exceeded my Expectations-a great mix of speakers, attendees, and content!

Pip Russell, Vice President,Human Resources Pacific Schneider Electric

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A valuable opportunity to share vital information with the absolute best in the business.

Pete Johns, Customer Satisfaction Program Lead, AGL Energy

“ “BE MORE THAN A NAME ON A BUSINESS CARD.STAND OUT AS A SPONSOR OR EXHIBITOR.Customer Experience Management provides a unique platform which encourages open conversation between practitioner and solution-provider. We take the time to get to know our customers so that we can help you navigate through the audience to find the best matches in terms of needs and buying power.

Customer Experience Management is a ‘must-attend’ event for businesses which have a service or solution that would bring benefit to an audience of senior executives leading their organisation’s contact centre.

To find out more about the outstanding sponsorship and exhibition opportunities available at Customer Experience Management 2016, contact us on +61 2 9229 1050 or [email protected]

Tilak AntonyHead of SalesAustralia & New Zealand

08:00 Conference Registration and Welcome Coffee

08:30 Opening Remarks by IQPC Australia and the Conference Chair

Cyrus Allen, Managing Partner , Strativity Group

08:40 Opening Keynote Case Study: Unlocking the Future of Customer Experience • Predicting the future of CX and what this will actually look like in the industry • Discussing the potential threat of new entrants and start-ups may have on the landscape • Utilising existing methods and technologies to remain competitive • Understanding the evolution process of the customer behaviours and path of purchase

Michelle Hay, Director CE Marketing & Product for Customer Experience and Delivery, Optus

09:20 Leveraging your Legacy Systems to Deliver an Elated CX

Deepak Kumar, Sr. Director – APAC Sales, EdgeVerve Systems Limited

09:50 Keynote Case Study: Customer Contact Transformation- Service NSW transforms How Customers Interact with Government • Attracting the highest customer satisfaction scores by implementing new digital channels for customers • Continually refining the design of the one-stop shop network based on customer trends • Delivering more than 800 transactions to customers over a variety of network platforms • Innovating, improving and simplifying your customer strategy to put the customer at the heart of everything

Dr. Rachna Gandhi, Acting CEO, Service NSW

10:30 VoC programs are not just about measuring NPS, it is about sustainable profit and revenue! • What to measure in your VoC program • How to measure your VoC through the customer journey map

• Focusing on quality insights for optimal decision making • Insights into Bendigo and Adelaide Bank’s VoC program

Bill McMurray, Managing Director, APAC, Qualtrics

11:00 Speed Networking Session An effective structured interactive session designed to help you expand your network through one-on-one focused conversations.

11:30 MORNING TEA AND NETWORKING BREAK

12:00 Welcome to the Age of the Customer • What is the Age of the Customer? • Enhancing the customer journey with Interactive and Personalized Media • Delivering experiences that boost loyalty and advocacy

• Achieving seamless integration to have a Single View of the Customer • Go Interactive and Get Personal

Mr David Hope, Vice President & Managing Director, Asia Pacific Pitney Bowes

12:30 Oracle Event Partner Session

13:00 LUNCH AND NETWORKING BREAK

13:50 Yarra Valley Water’s Maturity Journey: Pushing the Business to go Above and Beyond Customer Service

• Analysing the difference between Customer Service and Customer Experience

• Discussing the Yarra Valley 5 year project of implementing a holistic customer experience approach

• Identifying the gaps in providing an “experience” for customers

• Highlighting the positives, negatives, and progression points of this implementation maturity journey

Tarnya McKenzie Head of Marketing and Customer

Experience, Yarra Valley Water

14:35 QBCC’s impressive Journey to Become One of the Most Customer-Centric Organisations in Australia

Bruce McGregor Executive Director- Customer Service,



Approach: Customer Retention & Loyalty Conference Chair: Cyrus Allen, Managing

Partner, Strativity Group


Enhancing the Customer ExperienceConference Chair: Warren Dune, Head of

Customer Experience and Enablement, BT Financial Group


Customer Information to Engage your Customers in your Brand & Service

Conference Chair: Stacey Riordan, Chief Marketing Officer, Origin IT

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Digital Solutions: Opening Up Access to Advice to Overcome Existing Obstacles• Changing your channels to better align

with the customer trends and needs• Offering better customer service in

online services to attract customer and keep them

• Overcoming obstacles through digital resolution of all customer inquiries

• Aligning your organisation with digital platforms to offer solutions to your customer’s problems

Warren DunneHead of Customer Experience and Enablement, BT Financial Group

Creating an integrated physical and digital customer experience for Small Business Customers• Creating personalised multichannel

customer experiences for small businesses• Enabling eCommerce through

enhanced customer experiences that make online selling simpler

• Leveraging the bricks and mortar Post Office in the digital economy

How to Build Confidence and Motivation in your Customers from your Brand Experience• Retaining customers and promoting

loyalty through motivation techniques• Customising your customer’s journey

by offering support over three platforms (OnlinePlus, Meeting, and Coaching)

• Following your plan on 100% your terms and understanding the best channels to reach your customers

• Sharing and supporting other customers through experiences with your brand

Paul SchiffnerManaging Director/SVP AustralasiaWeight Watchers

Beyond the NPS Score- What’s Next for CX Measurement Strategies?• Challenging the usage of the NPS score

and how companies can improve their Customer Experience measurement systems to measure customer outcomes

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14:30 Transition Period

15:20 Want Competitive Advantage? Go MAD. • How TFE Hotels has redefined it’s

customer experience philosophy to create a competitive advantage

• How a culture of extraordinary customer service can be inspired, and embraced by the individuals delivering that service

• The latest theories and learnings from the world of phycology that all customer experience organisations need to know and apply

• How team engagement directly impacts the customer experience

Michelle Bevan Director of Human Resources, TFE Hotels Jay Hore, Hotel Manager, Adina Bondi

Kellie Lowe Acting Commissioner, Queensland

Building & Construction Commission

Jacada Interact Platform for Smart and Successful Digital Transformation• Connecting your voice and digital channels • Reducing customer efforts• Channelling pivot expensive voice calls whilst personalizing the experience

Eli LevyAPAC Head,Jacada

• Linking the merchant and consumer delivery experience with a two-sided platform approach

Dirk van LammerenGeneral Manager Small Business, Australia Post

Utilising your Customer Data & Analytics to Improve your Digital Personalisation Experience• Harvesting the correct data from your

customers to keep up with growing customer expectations

• Understanding your customer’s points of pain

• Connecting with your customers with the omni-channel approach

• Personalising your customer’s experience by implementing their suggestions and needs

Tony GruebnerGeneral Manager Customer Operations, Sportsbet

• Looking Beyond Measurement to Action, Management to Leadership & Customers to Employees

Stacey RiordanChief Marketing Officer, Origin IT

16:00 AFTERNOON TEA AND NETWORKING BREAK

16:30 Journey Mapping & Collecting Feedback: Putting yourself in your customer’s shoes Journey mapping is an important process for businesses to identify areas of high customer effort and uncover opportunities for improvement throughout the customer experience. Just as critical, is identifying the right time and place to collect valuable feedback from your customers. This session will focus on the following key areas: • Best practices for reducing friction in the customer journey. • Driving meaningful change with CSAT and NPS feedback. • How new techniques like machine learning are being utilised to analyse interaction data and improve the customer experience in real time.

Adam Clark, Regional Vice President of Sales and Success - ANZ, Zendesk

17:00 Champagne Roundtable *Delegates will separate and choose a roundtable to participate in. Each roundtable will have a facilitator that will organise the

collaboration of the topic. All delegates will have a selection of beer, wine or champagne that will be complimentary in the attendance of the roundtable. At the end of the time allocation one delegate will report back to the whole audience and give a summary of the discussions their table generated.

Employee Engagement and the Benefits to your Customer Experience • What are the key drivers to employee engagement? • How can employee engagement reflect positively with your brand, reputation, and CX? • What are the best practical strategies for measuring employee engagement? • How can you boost employee retention & loyalty while also focusing on the customer?

Facilitator: Sid Miller, Chief Customer Officer, Accident Compensation Cooperation

Achieving Higher Customer Satisfaction Rates through the Contact Centre • How can my organization reduce call times and improve customer satisfaction? • What are the best methods for measuring customer satisfaction in the contact centre? • What are techniques that my employees can utilise to enhance our client’s customer experience? • What are the 3 main things that can improve the Customer Satisfaction rate in the contact centre?

Facilitator: Gerard Smith, Senior Manager- eBusiness & Contact Centre, Teacher’s Mutual Bank

Introducing Digitalisation into a Human Centered Organisation • How can we ensure that our staff is up to date with digitalisation? • What are the best strategies for implementing digital in the organisation? • How do you make the transition from customer service to digital customer service?

Facilitator: Natalie McColl, Senior Manager Connect Branch & Claims Improvement, Transport Accident Commission

Creating a Product that Creates Brand Loyalty • How can you differentiate your product from the rest of the competition? • What are ways that you can boost brand loyalty from your product? • How can you improve your customer satisfaction rates by improving your product?

Facilitator: Levi Aron, Country Manager- Australia, Deliveroo

18:00 END OF DAY ONE

CUSTOMER EXPERIENCE MANAGEMENT EXCELLENCE AWARDS DINNER *Enjoy the awards reception, dinner & drinks from 6:00pm- 8:00pm

DAY ONEWEDNESDAY, 25 MAY 2016

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*Delegates will enjoy the evening presentation and roundtable in Stream Room B as the main room is prepared for the Awards Dinner

15:15 Transition Period


Approach: Customer Retention & Loyalty Conference Chair: Cyrus Allen, Managing

Partner, Strativity Group


Enhancing the Customer ExperienceConference Chair: Warren Dune, Head of

Customer Experience and Enablement, BT Financial Group


Customer Information to Engage your Customers in your Brand & Service

Conference Chair: Stacey Riordan, Chief Marketing Officer, Origin IT

07:00 WORKSHOP A: Improving & Innovating your Customer Journey Mapping & Design Techniques

Facilitator: Peter Strohkorb, CEO, Peter Strohkorb Consulting Pty Ltd

08:00 Conference Registration and Arrival Coffee

08:30 Opening Remarks from the Conference Chair

Cyrus Allen, Managing Partner, Strativity Group

08:40 Opening Keynote Case Study: “Human Centred Design as a Key to Journey Design & Innovation”

Touchpoint Event Partner Session

09:20 Joint Keynote Discussion: Creating an Economic Case for CEO & CFO Buy in for your Customer Experience Objectives • Reviewing and implementing changes to optimise customer service in your organisation • Discussing the most beneficial ways to seek and approve buy in from your CFO & CEO to implement customer experience solutions • Understanding the criteria needed to present your case to the Senior Management • Highlighting strategic methods and techniques for gaining the approval to implement your new customer experience program into

the business

Rory Carty, Head of APAC Customer Experience & Insights, BMW Australia David Jordan, General Manager, Baskin Robbins & 1 Solution Provider Spot

10:00 Overcoming the Key Challenges to Transform your Customer Experience

Brad Meehan, Managing Director, Strativity Group

10:30 MORNING TEA AND NETWORKING BREAK

11:00 Thought Leader Solution Provider Session

11:30 Panel Discussion: Practical Roadmaps for Implementing and Measuring Customer Experience • Outlining the best measuring techniques and tools to capitalize on your data • Creating a roadmap for implementing the best CX strategy for your organisation • Preparing for the predicted pitfalls of certain measuring strategies of your customer experience • Collaborating on past failures and predicted successes for utilising a variety of metrics to measure CX

Moderator: Paul Bennett, Head of Marketing and Client Experience, MetLife

Panelists: Raelene Smith, Head of Marketing Insights & Business Capabilities, Goodyear & Dunlop Tires Ian Jackman, Head of Customer Insights, Customer Voice, Bendigo and Adelaide Bank Limited Elke Van der Meijden, Head of Customer Experience, AMP NZ Anna Simo Olivet, Senior Manager Specialised Services, Commonwealth Bank

12:10 MaritzCX Event Partner Session

12:40 LUNCH AND NETWORING BREAK

13:40 Gaining Customer Insights & Analytics to Enhance your Customer Retention

• Delivering deep market and customer insights and driving the effective use of insights to enhance business performance and profitability

• Increasing customer lifetime value across the business through the effective use of insights

• Defining and implementing world-class data practices to ensure that insights are timely, robust, repeatable, and trust-worthy

• Putting the customer at the heart of everything and making customer insights a core driver of your organisation

• Creating a brand that is not only reputable but “absolutely loved” by your customers

CENTRA CX Session


the VOC over a Variety of ChannelsConference Chair: Charmein Bukovec, Customer Service Team

Leader, Racing Victoria


Integration & Happy CustomersConference Chair: Cyrus Allen, Managing Partner, Strativity Group

Changing your Process Design, Culture, and Customer Insights to Lead Change and Innovation in your Organisation• Leading in the Customer Experience strategy and streamlining

research and delivery for your team• Investing in programmes to drive customer-centricity and

create a customer that feels valued by your brand• Integration of IT platforms and processes to increase

efficiency in your new operating model• Leveraging your scale and market leadership position to

deliver great customer experiences• Embracing digital transformation by exploring new ways to

meet customer needs

Jill BaptistGeneral Manager, Customer and Marketing, IAG


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15:40 AFTERNOON TEA & NETWORKING BREAK

16:10 Confirm IT Event Partner Session

16:40 The Path to Purchase: Understanding Customer Behaviour Their Decision Making Process • Understanding your customer’s pricing behaviour and how it affects their purchase decisions • Highlighting marketing tactics to implement into your customer purchase journey • Discussing the key strategies for attracting customers with your product or service • Maintaining your CX strategy and guiding your customers through the decision process

Moderator: Kathy Carey, Student Experience Coordinator, University of Southern Queensland

Panelists: Kapil Bhatia, Digital Marketing Manager, Dish Me Jason Bradshaw, Head of Customer Experience, Volkswagen Alexandra Schischov, CEO and Founder, STYLIZEN

17:30 MAIN CONFERENCE CLOSE

17:30 WORKSHOP B: Shaping and Enabling Customer Centric Operations and Strategy

Facilitator: Steve Towers, CEO & Co-Founder, BP Group

James Dodkins, CEO Compass Business Club, BP Group

15:00 Prioritising the Voice of the Customer and Creating an Experience that your Customers Keep coming Back

• Understanding diverse customer demographics in conjunction with the digitalisation change.

• Managing the Voice of the Customer in an environment with tough regulatory controls.

• Managing the changing customer journey within an industry that has operated the same way for years.

• Managing internal and external stakeholder expectations and utilising wider business influence and impact on Voice of the Customer.

Charmein Bukovec Customer Service Team Leader, Racing Victoria

The Challenging Journey to premium Customer Service and a Lifetime of Happy Customers”

Matt JanssenHead of Service Excellence, Consumer Bank, Westpac Group


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the VOC over a Variety of ChannelsConference Chair: Charmein Bukovec, Customer Service Team

Leader, Racing Victoria


Integration & Happy CustomersConference Chair: Cyrus Allen, Managing Partner, Strativity Group

20:30


This was a terrific conference, with great content, very credible and transparent speakers and was very high value for me. Right time, right people, right content.

Tarnya Mckenzie, Head of Marketing & Customer Experience,Yarra Valley Water

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“14:20 Combining the Traditional with the New: Delivering Consistent

Experience in an Omni-Channel World • Defining your Customer Experience aspirations • Designing the Omni-Channel to support this future state • Optimising “the traditional” to support “the new world”

Peter Monk Country General Manager Aus & NZ, Concentrix

Driving Culture Change to Enable Great Customer Experiences• Breaking down silos to enable a customer centric culture• Taking the leadership journey; driving change from the top• Using Design Thinking to drive customer empathy and human

centric innovation

Catherine ThomasCustomer & Partner Experience Director, Microsoft

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WORKSHOP B:SHAPING AND ENABLING CUSTOMER CENTRIC OPERATIONS AND STRATEGY

THURSDAY, 26 MAY 2016 | 17:30-20:30

* Dinner provided for all attendees

Classically driven business operations activity has focused on improving productivity, efficiency and effectiveness. Methods and approaches have evolved over decades to help organisations streamline, remove waste and standardise processes to great effect. In fact the great economic success stories of the 20th century can be attributed to these fine efforts from global companies.

However times have changed and we must change with them.

This session will discuss and review some of the ‘new’ approaches and techniques developed in 21st century leading companies from diverse sectors such as aviation, pharmaceutical, retail fashion, technology and banking.

We will look at the common ingredients of sustained success and how using the power of a customer centric strategy and operations approach produces a winning and repeatable formula suited to the challenges of today and tomorrow.

Delegates will go away with:• Overview of the ‘new’ methods and approaches• Three proven techniques to provide immediate (and sustainable)

cost reductions, revenue improvements and customer satisfaction improvements – we call this winning the triple crown and it is the hallmark of success

• The 101 Guide to linking process to successful customer outcomes

In addition delegates will gain access to: 1. Quick guides,2. Videos,3. Case studies and4. Work sheets for immediate use5. Hard & e-Copy of Steve Towers best selling book, Outside-In. The Secret of the 21st century leading companies6. e-Copy of James Dodkins latest book, Foundations for Customer Centricity

Facilitators:Steve TowersCEO & Co-founderBP Group

James DodkinsCEO Compass Business ClubBP Group Board Advisor

WORKSHOP A:IMPROVING & INNOVATING YOUR CUSTOMER JOURNEY MAPPING & DESIGN TECHNIQUES

THURSDAY, 26 MAY 2016 | 07:00- 09:00

*Hot breakfast included for all attendees

Companies believe that they already understand their customers and their customers’ experience. In reality, few truly do—and that discrepancy leads to service breakdowns, less-than-optimal experiences, weak loyalty, and ultimately, lost brand reputation and decreased long-term growth.

With superior customer experience and realised product value comprising the backbone of essentially all businesses, this competitive space remains a constant battleground. By implementing a successful and practical customer journey mapping technique into your organisation, you will begin to create a strategy that documents the end-to-end experience, throughout the customer lifecycle- from product development to service renewal. Join this fascinating master class to get your customer journey mapping techniques in peak design for an overall increase in your customer experience.

What the Workshop will cover:• Customer journey mapping techniques tailored to your specific

organisation needs• Implementing Customer Feedback segments and understanding

the “Voice of the Customer”• Developing a comprehensive map detailing their complete

journey through every touch-point• Creating a culture that strives for brand growth and prioritises the

quality of customer lifecycle

How you will benefit:• Be able to conduct a journey mapping that details all of

the customer experiences with the brand and examines the emotional responses evoked in these relationships

• Be able to combine the customer journey with customer & employee interviews and VOC Data

• Understand Outside-in customer journey maps to identify experiences with all service channels

Facilitator:Peter StrohkorbCEOPeter Strohkorb Consulting International Pty Ltd

WORKSHOPSTHURSDAY, 26 MAY 2016


ABOUT OUR SPONSORS


EdgeVerve Systems, a wholly owned subsidiary of Infosys, develops innovative software products and offers them on-premise or as cloud-hosted business platforms. We power our clients’ growth in

rapidly evolving areas like banking, digital marketing, interactive commerce, distributive trade, credit servicing, customer service and enterprise buying. AssistEdge is our enterprise class customer service product that delivers an integrated, cross-channel experience and reduces service intensity by enhancing operational productivity.

MaritzCX™ helps organizations see, sense, and act on the experiences and desires of every customer to increase retention, conversion, and lifetime value. With an unmatched combination of customer experience

software, research science, vertical market expertise, and managed program services, MaritzCX delivers the world’s broadest CX software platform and services business. www.maritzcx.com.au

Engage Customers, Empower Employees, Adapt Quickly. Oracle offers the most complete, cloud-enabled customer experience solution, creating an environment

where companies can differentiate themselves across all channels, touch points, and interactions. Customers have many choices today. Exceptional customer experiences create the loyalty, advocacy, and repeat business that drives success.Deliver consistent, personalised customer experiences with Oracle’s complete, integrated cloud solutions that connect every customer engagement with your brand; makes it easy for your employees to serve customers; and enables your organisation to quickly adapt to changing business needs.

Jacada enables organizations to deliver effortless customer self service and agent assisted interactions by implementing cutting-edge mobile, smart device, and web based visual IVR solutions, as well as optimized agent desktops, and business process

optimization tools. Customers can benefit from an improved customer experience at every touch point with the organization, whether at the contact center, on the mobile, the website, or at the retail store.

Pitney Bowes is a global technology company offering innovative products and solutions that enable commerce in the areas of customer information management,

location intelligence, customer engagement, shipping and mailing, and global ecommerce. More than 1.5 million clients in approximately 100 countries around the world rely on products, solutions and services from Pitney Bowes. For over 95 years, our software, equipment and services have helped organisations communicate more effectively in today’s multichannel environment, to build long-term customer and citizen relationships and drive profitable growth. Through our unique combination of smarter analytical tools and expertise in physical and digital communications, we‘re helping businesses meet the many challenges of connecting with individual customers today.

Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programs that engage customers,

empower employees, and deliver a compelling respondent experience. Confirmit’s solutions are the most secure, reliable and scalable in the world, and provide technology and expertise that deliver high Return on Investment to leading companies across a range of industries.

Qualtrics’ Voice-of-Customer solution provides organisations with an easy-to-use, yet sophisticated solution for capturing their customer’s voice, analyse trends and insights, and take action in real-time. Now organisations can dig into the drivers of their business, zoom into the individual customer, fix individual issues and zoom out to see the big picture and make wide-spead change. Companies like Disney, Bendigo &

Adelaide Bank, and Marriott are using Qualtrics to improve responsiveness to customer needs; enabling them to increase customer satisfaction, loyalty and retention. There are more customer satisfaction programs running on Qualtrics than all of our competitors combined! www.qualtrics.com

Zendesk is a beautifully simple customer service platform. It enables companies to provide great customer service, scale with self-service options, and differentiate with proactive engagement.In the contact center, Zendesk helps companies maintain the human touch of

personalised customer experience. By integrating the telephony capabilities of Zendesk partners, customers receive a better experience and agents areable to be more efficient managing tickets from all channels including phone, email and social, in one place.

Concentrix is a Global leader in providing Omni-channel customer engagement services with a ‘Digital First’ approach and operates best-in-class customer care delivery centres

globally. A wholly owned subsidiary of SYNNEX Corporation (NYSE:SNX, Fortune #220), Concentrix delivers end-to-end customer engagement services, technology innovations, analytics, work from home solutions, consulting, process optimization, and business improvements. Concentrix is present in 25 countries with a staff of more than 70,000 who speak 40+ languages.

TouchpointCX is award winning enterprise software for Customer Experience Management developed by Touchpoint Group for the Australasian market. Founded in 2001, Touchpoint Group has a strong reputation for being at the

forefront of customer engagement technology, and for delivering local support and consultancy to major brands and to digital agencies.

TouchpointCX is offered as SaaS and leverages banking grade data security and management, making it particularly popular within the financial services, banking, and utilities sectors. Touchpoint Group is proud to include brands such as Westpac, Suncorp Group, ANZ, and Aurora Energy amongst its clients. All have chosen TouchpointCX as the best enterprise solution to deliver role specific transparency on customer experience, to drive customer centricity, to influence investment and to drive operational improvement across their organisations.

TouchpointCX software is supported by the ‘Touchpoint CX Practice’, a group of senior consultants, developers, data integrators and project managers from which clients leverage our wealth of IP and CX best practice. Our enterprise software and the ‘Touchpoint CX Practice’ together make the process of setting up automated customer experience programmes easy, configuring each solution specifically to meet both current and future requirements, and the constraints and deliverables of every client.

Strativity takes a strong, multi-disciplinary approach to customer experience strategy design and implementation. Through proprietary research tools, strategic analysis, business

planning and customer experience innovation design, we help our clients design and operationalise profitable customer experience strategies.

The Contact Centre Coach is a unique consultancy that specialises in contact centres. We tailor our services to your business, so your people are more engaged and focused on the things that really matter to you and your customers.

We have significant experience working within the contact centre industry and expert knowledge in customer experience strategy and execution. We have proven that our customer experience delivery and coaching methodologies work to help your contact centre:

• increase efficiency and reduce costs,• increase sales revenues,

• improve employee engagement,• and deliver customer satisfaction.

The world around us is evolving to incorporate technology into everything we do. Dapresy clients use our online software to deploy InfoGraphic-based KPI dashboards for marketing

data reporting and enterprise feedback management. Our groundbreaking Enfesys™ feedback management technology provides the ability to take direct action on data in ways that were impossible just a few years ago. Enfesys™ can operationalize data by automatically generating specific action plans tied to research and marketing data. All captured and monitored within the system, Enfesys™ is the next evolution in the way data is delivered and acted upon across the enterprise.

NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results,

ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. www.nice.com

Inference is a global leader in cloud-based voice automation and IVR technology. Our products empower service providers and their clients to improve customer engagement,

reduce costs and maximize productivity. Our flagship platform, Inference Studio, allows service providers to take advantage of the huge demand for rapid deployment IVR and speech recognition solutions, without investment in expensive infrastructure or software development capability.Inference Studio is an easy to use, browser-driven interface, used to deploy solutions from simple inbound IVR to complex pre-routing and outbound services using speech recognition and text-to-speech.Traditional IVR systems are expensive and complex to implement. Inference delivers a range of simple voice automation products that can be used standalone or in combination to provide an end to end solution.Inference is the global IVR partner for BroadSoft, the number one carrier soft-switch platform used by over 600 carriers worldwide. Inference has offices in Melbourne, Australia and New Jersey, USA.

Availability and performance of online applications is critical for business success. eaglei is a unique approach to Application Performance Monitoring with a focus on End-User Experience. Offering independent and real-time visibility into how your system appears on the screen of end-users, eaglei is delivered

as a managed service, with agentless architecture and fast deployment.

eaglei is a REMASYS solution, and is proven across Enterprise and Government: ANZ, Telstra, ASIC, RBA, ME, Sportsbet, FireReady (EMV).

CentraCX is a global leader in real-time, proactive customer feedback, providing scalable, cloud-based, cost-effective tools to empower actionable frontline customer experience insight and innovation.

Register Early & Save!

oREGISTER ME for 9th Customer Experience Management PLUS: o Workshops: oA oB oFocus Day oCEM Awards Dinner

QUICK and EASY WAYS to REGISTER

FAX +61 2 9223 2622

WEBSITE www.customerexperienceevent.com.au

MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000

NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received.

PRIVACY - YOUR CHOICEAny information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details.To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department,Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622.

¨I do not wish to have my details made available to other organisations

IQPC CANCELLATION AND POSTPONEMENT POLICY: FOR DETAILS OF IQPC’S CANCELLATION AND POSTPONEMENT POLICY PLEASE VISIT: www.iqpc.com.au© 2016 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. The format, design, content and arrangementof this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law.

STANDARDPACKAGES

EARLY BIRD*Register & pay before

29th April 2016STANDARD PRICE

Conference + 2 Workshops + Focus Day SAVE AUD $250$5,949 + GST = $6,543.90

$6,199 + GST = $6,818.90

Conference + 1 Workshop + Focus Day SAVE AUD $200$5,449 + GST = $5,993.90

$5,649 + GST = $6,213.90

Conference + 2 Workshops or Focus Day SAVE AUD $100$4,949 + GST = $5,443.90

$5,049 + GST = $5,553.90

Conference + 1 Workshop SAVE AUD $100$4,349 + GST = $4,783.90

$4,449 + GST = $4,893.90

Conference only SAVE AUD $100$3,749 + GST = $4,123.90

$3,849 + GST = $4,233.90

¨ Please send me _______ set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90

($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only

¨ Please keep me informed via email about this and other related events

2 WAYS TO SAVE!

Book early for HUGEEARLY BIRD savings.

Book as a TEAM,save & benefit as a team.

* Prices above include access to the CEM Awards Dinner and Drinks. Delegates wishing to bring their team members to the Awards Dinner is charged $150 per head.

* Payment not made at the time of registration will be subject to a $99 service charge.* All 'Early Bird' discounts require payment at time of registration and before the cut-off date in order to receive any discount.* Discounts do not apply to vendors/solution providers. IQPC reserves the right to determine who is a vendor.* Any discounts offered (including early bird and team discounts) are subject to availability and require payment at the time of registration.* All discount offers cannot be combined with any other offer.

ACCOMMODATION

The Westin Hotel, Sydney is the official venue for 9th Customer Experience Management, and we have negotiated special rates for attendees of this event.

To take advantage of these rates, contact the hotel and quote: IQPC or go to www.customerexperienceevent.com.au and click on the Venue and Accommodation page for a direct link to rates.

WHEREThe Westin Hotel, SydneyNo. 1 Martin Place, Sydney NSW 2000P: 02 8223 1111W: www.westin.com.au/sydney/

WHEN?24-26 May 2016

WHERE & WHEN?

TELEPHONE +61 2 9229 1000

EMAIL [email protected]

TEAM DISCOUNTS

IQPC recognises the value of learning in teams. Take advantage of one of these special rates:

�Register a team of 2 to the conference at the same time from the same company and receive a 5% discount

�Register a team of 3 to the conference at the same time from the same company and receive a 10% discount

�Register a team of 4 or more to the conference at the same time from the same company and receive a 15% discount

� Register a team of 6 or more to the conference at the same time from the same company and receive a 20% discount � Register a team of 10 or more to the conference at the same time from the same company and receive a 25% discount

� Ask about multi-event discounts. Call +61 2 9229 1000 for more detailsPlease note: Only one discount applies

• Convert team learning into practical business strategy• An exclusive private meeting & networking space• VIP registration, conference seating and networking support.

To qualify:Register a team of 7 or more delegates to the conference at the standard conference rate**

You receive:• Exclusive full-day use of a private room within the conference venue• Networking support & facilitated introductions from the IQPC team throughout the event• Morning and afternoon refreshments catered• VIP registration & conference room seating Availability – 2 only per event* (Not available for service providers) **(No discounts can be applied)

BOARDROOM TEAM PACKAGE*(P

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APPROVING MANAGER

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EMAIL

EMAIL

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ORGANISATION

ADDRESS

[FIRST NAME]

[FIRST NAME]

[FIRST NAME]

[FIRST NAME]

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AMEX 4 DIGIT CODE

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o CHEQUE ENCLOSED FOR $ __________ (Please make cheques payable to: IQPC)

PLEASE CHARGE o American Express o Visa o MasterCard o Diners Club

CREDIT CARD NUMBER

NAME OF CARD HOLDER [PLEASE PRINT]

16526.009

Main Conference: 25-26 May 2016

Pre -Conference Focus Day:24 May 2016

Workshops: 25 & 26 May 2016

Venue:The Westin Hotel, SydneyNo. 1 Martin Place,Sydney NSW 2000, Australia

CLICK HERE SUBMIT THIS FORM

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