CxCustomerExperience

TECH FESTPremier Partners Produced by 8 - 9 August 2016

Crown Conference Centre, Melbourne

CX lies at the heartof every great business

Celebrating the people, technology, ideas and innovations that are literally transforming the way businesses make and keep customers

Customer Experience Tech Fest’s content creation process is unique – research was conducted via a series of round table discussions across Australia and New Zealand with over 125 CX professionals from 80 companies. The outcome: 11 key hot topics around which Customer Experience Tech Fest has been created.

1.

2.3.4.5.6.

7.8.

9.10.11.

Customer Experience – From Strategy to a Way of Working

Translating Data Into Business Value

Transforming Your CX to Create a 360° View

Imagine Incredible User Experience

Creating a True Customer Centric Culture

View Your Customer in One Lens – Business Integration

Technology Selection and Implementation

Delivering on Your Internal and External CX Expectations

Growing a Loyal Customer Base

The Future of CX

Developing an Effective Social Strategy

To further explore the hot topics/content you can download the research report at http://www.techfestconf.com/customer-experience/aus/hot-topics/

One of the best ways to be inspired by new ideas, embrace technology and transform business is to stand on the shoulders of giants. Customer Experience Tech Fest will bring together a carefully selected group of CX thought leaders, influencers and early adopters to share their combined knowledge, experience and ideas.

Key Trends Affecting the Future of Customer Experience

Bruce Temkin is a CX Transformist, co-founder of the Customer Experience Professionals Association and is widely regarded as one of the world’s leading experts in customer experience. In Australia for the very first time, Bruce will share how technology and consumer behaviour is changing customer experience, and the key trends that will change the way you focus on customers in years to come.

His work has accelerated the customer experience journeys for 100’s of organisations. He has also published many seminal research reports such as “The ROI of Customer Experience”, “The Future of Customer Experience”, and “The Four Customer Experience Core Competencies”.

Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s financial services, e-business, and customer experience practices, and created Forrester’s Customer Experience Index.

Bruce Temkin

Customer Experience Transformist & Managing

Partner, Temkin Group (USA)

customer experience INNOVATION

Simon Russell

Director, Retail Operations Development, John Lewis

(UK)

Erika TothGroup Head of Business and Continuous Improvement, Thomas Cook Group (UK)

Driving Real Customer Centricity with 20 Million Customers a Year

Thomas Cook has consciously embraced customer centricity and views it as a continuous journey, rather than a destination. To begin this journey they identified where the business was delivering consistently outstanding customer experience. This CX Maturity Model gave them the clarity for step-change transformation.

They have successfully combined the CX capability with a continuous improvement mindset and competency to drive customer centricity deeper into the organisation – embedding fundamental behaviours and habits which have helped accelerate the mindset shift as well as drive immediate improvement in the customers’ ‘critical moments’.

At Thomas Cook, Erika’s key mission is to successfully marry Lean with Customer Experience – establishing a truly customer-centric continuous improvement culture. She has global responsibility to drive implementation of a lean and continuous improvement culture as well as to create and execute group strategy to deliver sustainable improvements in cost, quality and customer experience.

Winning Against the Best Brands in the World

John Lewis is over 150 years old and owned by its staff. Yet despite its history, it has won countless awards as one of the leading omni-channel retailers in the world. As customer shopping habits and expectations change at an alarming rate, John Lewis is transforming its business to adapt. A third of sales are online and two thirds of customers shop in an omni-channel way already.

Simon was John Lewis’ first Head of Multi-Channel, leading the integration of a growing and significant online channel with a successful, established department store business, with the aim of giving customers a seamless experience regardless how they shop.

For over five years Simon has been Director, Retail Operations Development, responsible for the ‘shop of the future’ vision from both a customer experience and a business operating model. He also heads the delivery of all retail programmes including the key IT omni-channel infrastructure.

Moon Javaid

Director, Business Strategy & Analytics,San Francisco 49ers

(USA)

Diane MagersOffice of the Customer, AT&T (USA)

Giving Heart and Structure to Your CX Practice

AT&T has undertaken a hugely successful programme that relies on tactics and techniques to think and act beyond the typical activities in customer experience. Diane will show you how to embed resources, tools, human centred design thinking, co-creation and engagement activities to accelerate CX. The programme has revolutionised the way AT&T works around the customer.

These activities have reduced costs, accelerated benefits and improved employee retention. Find out how you too can improve service/product adoption, increase willingness to repurchase or purchase new products, create customer champions and reduce cost to serve.

Diane has over 25 years of building and growing customer and employee focus. At AT&T, she leads global strategy and culture change by transforming customer and associate engagement.

San Francisco 49ers – Enhancing Our Fan’s Experience at the World’s Most High Tech Sports Stadium

Levi’s Stadium, venue for the 2016 Super Bowl, is the most technologically advanced sports stadium in the world. Driving Levi’s Stadium’s technology is a 40 gigabits internet connection, fed through 70 miles of cables to 1,200 antennas linked to Wi-Fi routers which are spread evenly so every 100 of the 70,000 fans gets their own.

Discover how the 49ers have used data to enhance customer experience. Hear how they’ve synthesized surveys, focus groups and fan ticketing as well as entry patterns to develop actionable recommendations to key stakeholders within the organisation. Moon will cover the techniques they used to generate organisation buy in, methods to effectively leverage fan feedback for customer benefits and the journey from generating data to insightful actions.

Moon is Director of Business Strategy & Analytics at the San Francisco 49ers where he leads a team focused on enhancing fan experience and optimising business performance. Moon is responsible for ticketing, fan and business analytics, concessions and new business initiatives.

12 16 - 17 May 2016

Before the launch of Service NSW, government services were siloed away in agencies, with each agency specifically dealing with their own transactions and functions. Customers had to navigate 400+ government shopfronts, 100+ government call centres, 8000+ information lines and contact numbers, and 900+ government websites.

Service NSW has re-shaped government services to focus on the needs of citizens, not on the needs of government itself. Service NSW has been designed to be the single service delivery provider and has been omni-channel from its inception. Customers are able to access all of their government services via one web site, one phone number and a retail network supporting all services. The results have been incredibly impressive.

Prior to becoming Chief Executive Officer, Rachna was the Executive Director of Service Delivery and managed all the Service NSW channels, service centres, contact centres, digital stores, store-in-stores and the digital channel. Rachna has been establishing and leading the Service NSW omni-channel network since March 2013. She is passionate about building a strong service culture and providing excellent customer service to benefit the people of NSW.

Delivering a World Leading Customer Transformation at Service NSW

12 29 November – 1 December 2015

The world is changing. Customers are more demanding. Customer loyalty is fragile. New technologies are emerging. And the pressure is on for share of customer – attracting them, keeping them, seducing them. An awesome customer experience can be your most potent differentiator. Customer Experience has shifted from being a marketing tactic to being a core strategic business function. Technology is the essential tool and enabler of this shift, which is why we are hosting interaction and disruption sessions.

and disruption

sessionsinteraction

Rachna Gandhi

Chief Executive Officer, Service NSW

Customer Experience Transformation – Insights Into Our Journey to Accelerate Your Own

Winning with Low Effort Experiences for Our Customers at Fisher & Paykel

In 2006 TNT were on top of the world and market leaders in customer experience, having just won the title of No.1 European Business Award: Customer Focus. Then came the perfect storm. A demerger with Post, a global financial crisis, a failed acquisition by UPS, all resulting in a loss of focus on their customers, which in turn led to poor financial results.

After the start of a two year customer transformation programme, customer experience is now at an all-time high. As part of the global transformation team, Janet will impart learnings to help you on your journey to developing superior customer experience.

Janet Verden has occupied a number of leadership roles across the globe in customer experience and change management and has been responsible for the huge changes and transformation TNT has enjoyed over the past 24 months.

Despite winning retail awards for great customer experience around the world, Fisher & Paykel set out to deliver “something extra”, in line with technology advances and increasing customer expectations. No easy feat when this global organisation is looking to transformation, while at the same time minimising disruption to the million live interactions each year across North America, UK, Asia and ANZ.

Their philosophy has been one constant mantra: ‘If something doesn’t make the customer’s journey or experience easier then don’t do it.’

Hear from Rudi Khoury, Global Head of Customer Experience for North America, UK, Asia and ANZ, explain the strategy and process employed. Learn why they selected the platform to cope with the large numbers of legacy systems, while constantly keeping an eye on the one central tenant of the plan - to deliver a low effort experience for customers.

Janet Verden

Perfect Transaction Executive, TNT (Netherlands)

Rudi KhouryGeneral Manager, Global Customer Experience,Fisher & Paykel Appliances

Putting Emotion Back Into Customer Experience

BRUCE TEMKIN Customer Experience Transformist & Managing Partner, Temkin Group (USA)While customers perceive of three dimensions of an experience – success, effort, and emotion – companies overly focus on one or two of these areas. Temkin Group research shows that companies are weakest when focusing on emotion, the most significant driver of customer loyalty. Industry visionary Bruce Temkin will show what it takes to focus on your customers’ emotions, the strategies to tap into the power of emotion to build loyalty with your customer. He’ll explain the importance emotion plays in customer experience and how to infuse emotion into design and culture.

Respect Your Customers and They Will Respect You

SIMON RUSSELL Director, Retail Operations Development, John Lewis (UK)John Lewis is one of the world’s oldest department stores with trust and service at the heart of the brand. With shopping habits transforming, maintaining a relationship with customers using data as well as recognising regulars in their local branch has been key. Trust and love are at the heart of customer relationships whether through their infamous Christmas television adverts, the myJL loyalty scheme, digital or face to face with staff. Hear how John Lewis are achieving a single view of customers using data and planning to emotionally engage customers in a different way to other retailers.

Simple. Smart. Driven – Building and Executing a CX Strategy in an ROI Driven World

DIANE MAGERS Office of the Customer, AT&T (USA)Connecting customer and employee engagement to business results while creating compelling customer experiences is a constant challenge. Stakeholders need to understand how CX delivers clear business results. Learn how to build and communicate models so all stakeholders see the value of delivering great customer and employee experience. Hear how AT&T achieved benefits of call reductions, increased retention by 5%, referral increases of 7%, plus cost to serve reductions from customer experience improvements.

Agents @ Home – Delivering Exceptional Customer Experiences Remotely

BRIDGETTE DALZELL General Manager, Customer Services, Spark NZ LtdSpark’s Customer Service’s key objective is to deliver effortless customer experiences in the most cost effective way possible. Our Agents @ Home initiative provides customers with knowledgeable, local NZ-based contact centre agents. This global award winning project also gives Spark the flexibility and scalability to manage a lower cost-to-serve model. Hear how they continue to improve employee engagement while increasing pressure to reduce costs, trimming overheads and reducing attrition while increasing agent productivity.

Meet some of the key influencers in CX technology and innovation. Be inspired and encouraged by their fresh thinking, straight-talking, ideas and insights. Empowering you to fully realise the benefits of big picture thinking in your business.

Modern Day Service Delivery: Combining Mobile Innovation & Apple Pay to Bring Buyers & Sellers Together

NAYSLA EDWARDS Head of Brand, Sponsorships & Card Member Experiences, American ExpressIncreasing competition is driving companies to do things differently, rethink their approach to engaging customers in the moment they have a need. American Express will share their focus on delivering modern service through a mobile first approach, enhancing the customer experience at Amex. Hear how Amex has taken advantage of their closed loop data model to truly deliver superior digital experiences to their customers.

Build a Next-Generation Customer Engagement Hub to View Your Customer in One Lens

OLIVE HUANG Research Director, Gartner, Inc.Organisations today put more emphasis on multi-channel orchestration to facilitate “Acting-as-One” in front of their customers. A Customer Engagement Hub (CEH) is an emerging technology framework, a system of systems which manages cross-channel customer interactions and allows personalised engagement. Hear from Olive how you can take Gartner’s 10-step approach to support business leaders with planning for the next generation CEH. Plus pick-up practical tips on how to take an outside-in view on the customers’ journeys.

Engagement is the New Loyalty

JAMES WEBBER Principal, Henslow Corporate Advisory (ex CEO Bookworld)How do you engage consumers when you lose all your stores? This was the problem Bookworld had to address when it lost all the Angus & Robertson and Borders stores after they closed in 2011. Bookworld relaunched as an online pure play book retailer, having to reposition the brand and re-engage their customer base. James Webber, who was CEO at Bookworld, will provide examples of good and bad loyalty programmes, focusing on how to implement beneficial loyalty programmes which drive the right behaviour from customers and your employees. And how to start now and evolve this with technology over time.

Driving Digital & Multi-Channel Transformation Using a Design Thinking Approach

BENJAMIN LEE Digital Strategy & Experience Leader, Latitude Financial Latitude Financial, previously known as GE Capital, is going through a business transformation as a new brand and a standalone organisation. They are using customer-led design thinking for all their product lines to examine the ‘current state’ end-to-end multi-channel journey. Hear how they improved key customer moments of truth, and established the roadmap taking them from ‘current state’ to the desired ‘future state’. Learn from the digital & multi-channel strategy framework they used as the cornerstone to drive business, product, channel & digital strategy.

Putting Customer Insights at the Heart of Experience Transformation

ROB GLENNON Head of Insight & Innovation, Vodafone Australia Vodafone Australia has undergone a radical transformation. It’s a brand firmly on the up, achieving solid growth for customer base size and revenues. These results have been realised through an internal end-to-end focus on both customer experience and business process excellence. Vodafone invested in world class analytical and insight capabilities alongside cutting edge practises, leading to Touchpoint NPS increases of 40 points in just three years.

Delivering Digital Experiences via MVP and Design Thinking

SIMON CLARKE Head of Digital Banking, Suncorp Innovation, MVPs and “customer centric design” are often words that are heavily thrown around in large organisations but how do we encourage these themes and approaches beyond the bandwagon? Suncorp took the challenge of innovation by building an insights & prototype framework to deliver a customer MVP of an Australian first, an integrated bill sharing tool “BillSplitter”. Hear how Simon helped to create a culture and framework for encouraging their staff to come up with ideas, build them, test them and be allowed to incubate them with real platforms. And how they built and delivered MVP for customer facing use, whilst managing internal stakeholders and customers.

Monkey Business - Leading Culture Change to Turn Your Strategy into a Way of Working

SUSAN NICHOLSON Director, Mentors Psychology for BusinessHaving a clear vision and strategy for your customer experience is one thing. Turning this into a reality requires more than communicating the vision and aligning the structures, systems, processes and technology. The part that leaders find more difficult is how to bring about the necessary culture changes to achieve the new direction. Specialising in cross-functional relationships, Susan’s presentation will look at the power of culture, the psychology of change and the key steps leaders must take to translate new directions into the workplace.

Increasing Loyalty, Referrals and Repeat Business at Catch

ADAM RUDY General Manager – Customer Experience, Catch GroupWhatever you’re selling, whether it’s physical goods, financial products or a service, there will undoubtedly always be problems. A bad experience can be turned around and the result can be one where the customer says “I had a problem but they were easy to contact, resolved the issue and now I am confident to use their service again”. Hear how Catch have employed strategies to re-assure our Catch customers and resolve issues with incredibly impressive results.

Leveraging Data to Help Drive Sales

MOON JAVAID Director of Business Strategy and Analyics, San Francisco 49ers (USA)How does a leading sports franchise like the San Francisco 49ers use data to enhance sales? The 49ers collect and synthesize data across various streams to help enhance sales efforts. They are seeking to develop stronger leads to help sales team efficiencies. In addition, the 49ers are seeking to understand customers better so that they may provide better customer service. Hear how to build out the data platform to generate quick wins while maintaining an eye to long term success and move from generating data to insightful action.

Riding the Wave and the Occasional Tsunami – Insights from a Market Focused Strategy

HENRY RUIZ Chief Digital Officer, Consumer Experience Team, REA GroupTo meet the requirements of a very complex marketplace and multiple customer groups, Henry will share how REA formulated their market-focused customer experience strategy, how they assessed their best strategic thinkers, the power of “people people”, and how they have successfully translated strategy into operational plans and culture. Hear the practical ways to build and inform your company strategy while empowering leadership in strategic execution.

Creating Life-Saving Customer Centric Culture – The Platform for Great CX

TONY HUGHES RSVP SellingAlmost 90% of Chief Marketing Officers claim that CX is their number one priority in 2016 for competitive differentiation. Yet many stumble in how they deliver CX due to inadequate leadership, misaligned culture or an inability to effectively leverage technologies to deliver multi-channel alignment with the buyer’s journey. The leader determines the culture of every organisation and their priorities and behaviours trump anything written within vision, mission and value statements.

How a Culture of Continuous Improvement Drives Customer Centricity at Thomas Cook

ERIKA TOTH Group Head of Business and Continuous Improvement, Thomas Cook Group (UK)Thomas Cook has consciously embraced customer centricity, viewing it as a continuous journey rather than a destination. As a result of their CX maturity model, they’ve been able to gain a clear understanding of their organisational readiness and capability to deliver excellent customer experiences. It also revealed the influence their business culture has on this capability. Hear how they have embedded the fundamental behaviours and habits, driving immediate improvements at ‘critical moments’.

Running Customer Experience in a SaaS Business

NIGEL PIPER GM Customer Experience, XeroXero was born nine years ago in the cloud. From two people supporting 100 customers it has grown to over 600,000 customers and a 250 strong customer experience team in four countries and five sites. Hear some incredible learnings from this business who doesn’t have inbound 0800 numbers for customers and uses web form and e-mails as its primary contact channels. Examine the lessons experienced when you grow at more than 60% a year. It’s all about the culture and people. Get that right and the rest is easy.

From Risk to Opportunity – Using NPS to Fix Pain and Deliver Transformation

HARRIET WAKELAM GM Experience Design, MedibankNPS has been seen as a nice to have measure of satisfaction. What if NPS is actually a measure of risk in the business? Design has been seen as a great way to transform product innovation. What if NPS and Design are actually tools to support your current customer journeys, removing risk, building new markets and networks and supporting the transformation and creation of the future? Examine Design Thinking and how Voice of the Customer and design practice work together.

OverviewMonday 8 August 2016

Winning Against the Best Brands in the WorldSimon Russell - Director, Retail Operations Development, John Lewis (UK)

San Francisco 49ers – Enhancing Our Fan’s Experience at the World’s Most High Tech Sports StadiumMoon Javaid - Director, Business Strategy & Analytics, San Francisco 49ers (USA)

TRACK 1 TRACK 2 TRACK 3 TRACK 4

Delivering a World Leading Customer Transformation at Service NSWRachna Gandhi – Chief Executive Officer, Service NSW

CX Maturity Model – Assess Your Current vs Future State CX and Design Better Customer ExperiencesErika Toth - Group Head of Business and Continuous Improvement, Thomas Cook Group (UK)

Engagement is the New LoyaltyJames Webber – Principal, Henslow Corporate Advisory (ex CEO Bookworld)

Start-Up ShowcaseOur three start-ups will pitch their brand new innovative technology “shark tank” style

Giving Heart and Structure to Your CX PracticeDiane Magers – Office of the Customer, AT&T (USA)

Build a Next-Generation Customer Engagement Hub to View Your Customer in One LensOlive Huang – Research Director, Gartner, Inc

Customer Experience Transformation – Insights Into Our Journey to Accelerate Your OwnJanet Verden - Perfect Transaction Executive, TNT (Netherlands)

Monkey Business - Leading Culture Change to Turn Your Strategy into a Way of WorkingSusan Nicholson – Director, Mentors Psychology for Business

Winning with Low Effort Experiences for Our Customers at Fisher and PaykelRudi Khoury - General Manager, Global Customer Experience, Fisher & Paykel Appliances

Modern Day Service Delivery: Combining Mobile Innovation & Apple Pay to Bring Buyers & Sellers TogetherNaysla Edwards - Head of Brand, Sponsorships & Card Member Experiences, American Express

Agents @ Home – Delivering Exceptional Customer Experiences RemotelyBridgette Dalzell, General Manager, Customer Services, Spark NZ

Ask the Expert:The Emotional Smarts (EQ) of Change LeadershipSusan Nicholson – Director, Mentors Psychology for Business

Creating Life-Saving Customer Centric Culture – the Platform for Great CXTony Hughes – RSVP Selling

From Risk to Opportunity – Using NPS to Fix Pain and Deliver Transformation Harriet Wakelam - GM Experience Design, Medibank

Delivering Digital Experiences via MVP and Design ThinkingSimon Clarke - Head of Digital Banking, Suncorp

Ask the Expert Session:How to Develop an Effective Social CRM Strategy

Key Trends Affecting the Future of Customer ExperienceBruce Temkin - Customer Experience Transformist & Managing Partner, Temkin Group (USA)

Networking Drinks Reception

Tuesday 9 August 2016

Putting Emotion Back Into Customer ExperienceBruce Temkin - Customer Experience Transformist & Managing Partner, Temkin Group (USA)

Customer Experience Executive Panel – Generating and Creating CX ValueFacilitated by Brad Howarth - Technology Journalist and Author

TRACK 1 TRACK 2 TRACK 3 ASK THE EXPERT

Respect Your Customers and They will Respect YouSimon Russell - Director, Retail Operations Development, John Lewis (UK)

How a Culture of Continuous Improvement Drives Customer Centricity at Thomas Cook Erika Toth - Group Head of Business and Continuous Improvement, Thomas Cook Group (UK)

Running Customer Experience in a SaaS BusinessNigel Piper – GM Customer Experience, Xero (NZ)

Growing a Loyal Customer BaseOur assembled line up of loyalty specialists will highlight some of the tactics they have employed to build strong customer advocacy

Simple. Smart. Driven – Building and Executing a CX Strategy in an ROI Driven World Diane Magers – Office of the Customer, AT&T (USA)

Leveraging Data to Help Drive SalesMoon Javaid - Director, Business Strategy & Analytics, San Francisco 49ers (USA)

Riding the Wave and the Occasional Tsunami – Insights From a Market Focused StrategyHenry Ruiz - Chief Digital Officer, Consumer Experience Team, REA Group

The Future of CX - What Will Your CRM Technology Landscape Look Like in Five Years?Facilitated by Olive Huang – Research Director, Gartner, Inc

Putting Customer Insights at the Heart of Experience Transformation Rob Glennon - Head of Insight & Innovation, Vodafone Australia

Increasing Loyalty, Referrals and Repeat Business at CatchAdam Rudy - General Manager – Customer Experience, Catch Group

Driving Digital & Multi-Channel Transformation Using a Design Thinking ApproachBenjamin Lee - Digital Strategy & Experience Leader, Latitude Financial

Future of CX!What is coming from both a technology point of view, as well as customer expectations including The Internet of Things, Big Data & AI

Start-Up Showcase Hear our CX Start-Up Showcase winner pitch their new innovative technology and wow you about how their CX technology

can deliver business benefits!!

World Class Customer Experience Strategies Facilitated by Brad Howarth - Technology Journalist and Author

Conference Close

CUSTOMER EXPERIENCE TECH FEST

www.techfestconf.com/customer-experience/aus/

A successful business today is one that puts the customer at the center of the entire company. Businesses today have too many independent visions and working strategies, keeping them from getting closer to their customers.

So how can you help your business be successful across marketing, sales, and service teams?

Salesforce, the customer success platform, will help you break down those departmental walls aligning partners, employees, products, services and apps to integrate teams that work towards the same goal. Learn how to recreate a seamless customer experience through supercharged productivity and smarter support.

www.salesforce.com/au/

SAP is at the center of today’s technology revolution. As the market leader in enterprise application software, SAP helps organisations fight the damaging effects of complexity, generate new opportunities for innovation and growth, and stay ahead of the competition.

Marketing, sales, commerce and customer service solutions from SAP hybris empower companies to provide excellence in customer engagement, omnichannel commerce, contextual marketing, social customer service, sales intelligence, real-time customer insights, product recommendations, and more.

SAP hybris products and services are designed to enable businesses to engage their customers like never before and deliver the best experience – whether through digital or physical interactions.

www.hybris.com

Premier Partners COMMUNITY Partners

Partners

Interaction Partner

www.techfestconf.com/customer-experience/aus/8 - 9 August 2016, Melbourne

Super Saver(To Friday 24 June)

Early Bird(To Friday 22 July)

Standard(Register after 22 July)

1 participant $1895 (+ GST) $2095 (+ GST) $2395 (+ GST)

2 – 4 participants $1650 (+ GST) $1850 (+ GST) $2150 (+ GST)

5+ participants $1495 (+ GST) $1695 (+ GST) $1995 (+ GST)

VENUECrown Conference Centre Melbourne, 8 Whiteman Street, Southbank, Melbourne Victoria 3006 Tel: + 61 3 9292 6688 For special accommodation rates please see the Venue page on our website

Terms and Conditions

Tickets are non-transferable – 1 attendee per pass. Cancellations must be advised in writing at least 21 days prior to the event. Where an alternative delegate is not possible, an administration fee of $550 (+ GST) per delegate will be incurred. A refund will not be given if a delegate fails to attend or cancels within 21 days of the event. Please note that transaction and credit card charges may apply. Speakers, program and topics are confirmed as of June 2016, but due to unforeseen circumstances may be changed. Please see website for most up-to-date program. *The Eventful Group Pty Ltd reserves the right of admission.

register onlinewww.techfestconf.com/customer-experience/aus/

register by phone+ 61 2 9955 7400

Prices&PackagesYour registration includes entry to Customer Experience TECH FEST, the solutions showcase, lunches, refreshments and the networking drinks. You also receive electronic access to content and the full participant contact list. And of course, access to a thriving, tuned-in community of like-minded people interested in innovation, education and inspiration.