KEY DATES

CXTrendTalks™

CXTrendTalks™ features 4 sessions from CX experts followed by a panel discussion. The speakers will be talking about RESEARCH and OPINION on the future of business and CX, what is going on, what is going to be happening and what we need to be doing about it.

Awards International is proud to present world leading CX experts from some of the foremost thinking organisations.

Watch out for announcements of speakers and more on what they will be talking about. Book tickets to watch the speakers, open finalists presentations and attend the awards ceremony, LIVE Online from start to finish.

Agenda

12:15 - 12:45 Anita Siassios, Managing Director at ManagingCX

TOPIC: The state of CX in Australia 2020 – the impact of COVID19 and CX Leaders plans to recover

Anita has spearheaded Customer Experience in Australia with her passion to growing leaders and dedication to the community, Anita founded the award winning (CXPA) Customer Experience Professionals Association Melbourne Network and ManagingCX training organisation that established the first CXPA Authorised CCXP training program in Australia. Anita is a Certified Customer Experience Professional (CCXP), first Australian certified Forrester CX-Pro, Chair of the 2019 Chief Customer Officer conference Sydney and winner of the 2018 Customer Experience Professionals Association Extra Mile award. Anita has worked in the Finance & Technology Industries for over 33 years and has spearheaded Customer Experience in Australia by empowering CX leaders and organisations through CX consulting and training.

12:45 - 13:45 Lunch
13:45 - 14:15 Emma Sutton, Chief Customer Officer - EMEA Business Transformation

Emma Sutton, Senior Director ECEMEA Customer Experience Transformation Emma is Chief Customer Officer within Oracle’s ECEMEA Business Transformation Division. Supporting and guiding Oracles largest clients in their End2End customer transformational journey, from ideation through Solution design, delivery and adoption. Emma is a passionate fighter for taking customer centricity to the next level. Prior to joining Oracle, a CX thought leader and keynote speaker, Emma held a number of leadership positions, within both retail and financial services, including SVP & Head of Customer Experience at Bank of America and Pension Trustee Board Member. On joining Oracle, Emma was keen to bring her client side experience to offer a customer lens to a large scale transformation.

14:15 - 14:30 Changeover
14:30 - 15:00 Yusdi Santoso, Head of Customer XM, EMEA at Qualtrics

TOPIC: Show me the money! Finding ROI for CX in times of crisis

It's never been an easy task to show the return on investment (ROI) of Customer Experience - and now, thanks to COVID-19 and the accompanying economic fallout, things have gotten tougher for CX professionals.

In this session, Yusdi Santoso, Head of Customer Experience Strategy at Qualtrics, will explore how CX approach is evolving and the tactics organizations should use to demonstrate the impact of CX efforts on the top and bottom lines. Yusdi will bring in partical experience from his 15 years as a CX professional as well as some of the latest research from Qualtrics XM Institute.

15:00 - 15:15 Break
15:15 - 15:45 Andreas Constantinides, more than 160

It's all about the journey. That's for sure! But which are the major CX factors to make the journey efficient? Which are the elements, the methods, and the tools, that push the customer to be delighted?

Andreas S. Constantinides will lead us to the results of CX methods according to various CX researches. He will guide us to different tools that are able enough to provide long-lasting Customer Relations and Outstanding Experiences.

Finally, we will define the Seat Belt's nature required to have the customers always on our journey, smiley, satisfied, relaxed, and, most important, honored!

Andreas S. Constantinides with significant expertise in A2P business messaging is the Head of MoreThan 160.net a Consultancy Network of Messaging Professionals.

Andreas holds two decades of experience in telecommunications industry and he is passionate for high value customer service performance. During the last 5 years with his team succeeded to claim and win more than 30 European and International distinctions and Awards in the fields of Customer Service, Customer Experience, Marketing, Training and Innovation.

He is a qualified Professional Business Trainer of National Organization for the Certification of Qualifications & Vocational Guidance and author of numerous best-seller Sales books and manuals. Andreas’s LinkedIn Page: https://www.linkedin.com/in/asconstantinides/

Official site: www.MoreThan160.net

15:45 - 16:00 Break
16:00 – 16:30 Panel Discussion including Ian Golding, Global Customer Experience Specialist and Greg Melia, CEO at CXPA




Keynote Speakers at the Awards Ceremony

19:00 Fred Reichheld, Creator of the Net Promoter System

Named by The Economist as the "high priest" of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty. His latest book, coauthored with Bain’s Rob Markey, is The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Press, 2011). In the book, Fred and Rob examine how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results. They also explain how NPS helps companies become truly customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors.

Fred’s work in customer and employee retention quantified the link between loyalty and profits. His other books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (1996); Loyalty Rules! How Today's Leaders Build Lasting Relationships (2001) and The Ultimate Question: Driving Good Profits and True Growth (2006), published by the Harvard Business School Press, have each become best sellers.

Fred is a frequent speaker at major business forums, and his work on loyalty has been widely covered in The Wall Street Journal, The New York Times, Financial Times, Fortune, Businessweek and The Economist. He is the author of eight Harvard Business Review articles on loyalty. Consulting magazine named Fred as one of the top 25 most influential consultants in 2003. According to The New York Times, “[he] put loyalty economics on the map.”

Fred earned an MBA with honors from the Harvard Business School and an AB with honors from Harvard University.

19:00 Gabe Smith, CCXP

Content Manager at Customer Experience Professionals Association (CXPA)

Driving the Customer Experience discipline forward through creation and curation of relevant content that our members can use to advance CX within their organizations.