Digital Leaders Summit

Transcription

1 Digital Leaders Summit Delivering a One Customer Strategy Program

2 The morning 9:00 Delegate registration 9:30 WELCOME Official welcome & opening address Greg Muller, CEO & Managing Director, Global Reviews Kumar Parakala, Partner in Charge of Digital Consulting, KPMG Australia 9:40 INTERACTIVE GROUP SESSION So what is a One Customer Strategy? Facilitated by Rachel Dixon, Director, Digital at KPMG So what do we really mean by a One Customer Strategy and is it really the holy grail? What are all the components that you d need to get hold of in order to deliver against this promise? What risks are involved? These and other questions will be explored as we peel away the layers and expose the critical components to getting you on the right path. 10:10 INDUSTRY CASE STUDY How a multi-brand insurer is on the journey to delivering the right message every time Tammy Hall, Executive Manager E-Commerce, Suncorp Insurance Suncorp Insurance is one of Australia's leading insurance organisations, representing multiple consumer brands each with its own value proposition and target segments. While economies of scale exist as soon as you start to peel away the layers, the challenge in providing a unique, targeted and highly optimised online experience efficiently is a real challenge. Tammy will share with us their journey, from how they defined the problem through to embedding customer thinking, mapping customer journeys, building UX capability and defining the role of technology in order to arm the team with insights needed to deliver the right online experience every time. Tammy will share some crucial learnings and realities beyond the hype. 10:40 GLOBAL REVIEWS FIRST REVEAL Exposing the search behaviour that drives most acquisition but Google won't show you Dr Adir Shiffman, Co-Founder & Chairman, Global Reviews In this first-ever look at our brand new Search Acquisition module, Adir will explore which search behaviours really drive sales and shape customer decision journeys. True differentiation, sales outcomes and competitor advantage are determined by the 90% of search data you never get to see - until now. 11:10 Morning tea (15 mins) Coffee, tea & refreshments

3 Mid-morning to lunch 11:25 INDUSTRY CASE STUDY Delivering a service to you; as you want it, when you need it, wherever you are Richard Denver, Chief Digital Officer, Bureau of Meteorology The Bureau has embarked on a multi-year program to transform how it provides weather, water & climate information to all Australians. Whether you're sailing the seas, on the land or in the cities, our need for accurate, timely and targeted information quickly is fundamental to how we plan our lives. With over 2.3 million unique visitors each day to their digital assets, and a customer base as diverse as our country, Richard returns to the Summit again this year to share with us the progress they have made and how they're now entrenched down the path in delivering personalised cross-device experiences. He will share with us the decisions they have taken and expose some of the pot-holes that you will need to look out for. 11:55 INDUSTRY CASE STUDY What it takes to move from service to a digital sales organisation (while not forgetting to service) Chaminda Ranasinghe, Head of Digital Sales & Marketing, ANZ Chaminda will share the critical attributes of an effective digital sales organisation and provide examples from his experiences and around the web. He will facilitate a discussion with the entire audience about their challenges in moving the thinking of traditional organisations to a sales culture. Finally Chaminda will share with us some of the key directions ANZ is taking to enhance their digital sales effectiveness as they move themselves along the One Customer Strategy continuum. 12:25 GLOBAL REVIEWS INSIGHT SPOTLIGHT How do you measure digital customer effectiveness in a more personalised world? Jeremy Weinstein, Senior Client Advisor, Global Reviews Jeremy will take us all back to the core foundations of what makes the consumer tick and share with us how highly personalised, data-driven sales journeys must never forget the basics. 12:45 GROUP BREAKOUT Driving acquisitions or a focus on customer retention the balancing act Consider the scenario you have on your table. Get together with those from your table, or join two tables together. You have 20 minutes to prepare a list of the 10 priorities you must focus on in year 1, and define if you re going to embark on a One Customer Strategy. If so, why? If not, why not? Elect a team leader and be ready to share your table s thoughts with the everyone. 1:20 Networking lunch (30 mins) Keep an eye out for the roving camera!

4 After lunch to drinks 1:50 TOOL SPOTLIGHT Vero Chris Hexton, Co-Founder, Vero Chris will share what behavioural tracking/trigger-based tracking is all about and how easy it can be to implement. He will explore how you can segment your audience and the types of -based communication that can be automated, as well as how to thinking about using the data you learn to test and optimise. 2:00 INDUSTRY CASE STUDY How Sportsbet is betting on science and big data to beat the odds Luke Rattigan, Chief Operating Officer, Sportsbet Sportsbet are the leaders in the hyper-competitive Online Sports Betting market in Australia. Luke oversees the Online, Risk & Trade and Operations departments at Sporstbet. Luke will share how Sportsbet is leveraging big data, analytics and personalisation to drive consumer engagement, sales and retention across the customer lifecycle. He will share with us how they re adapting to a consumer who is dominantly mobile and how they re managing innovation in the channel to deliver marketleading customer experiences. Luke will also talk candidly about some of their critical learnings across technology and people that any business leader shouldn t miss. 2:30 INDUSTRY CASE STUDY How a new enterprise technology platform is accelerating a better omni-channel customer experience at Nissan Heath Walker, Digital Marketing Manager, Nissan (supported by Stephen Foxworthy, Reactive) Optimisation of the Nissan.com.au web and mobile sites never stops. Despite sales fulfilment occurring at the dealership, the role that digital now plays in the buying decisions of car buyers has never been more important. Understanding what the customer wants to see, coupled with a constant focus on digital experience innovation, effective marketing and a flexible technology toolkit are all part of Nissan's acceleration plan. Heath will describe how they are now relying on a data-driven approach to meet their digital objectives, including the planning and implementation of real-time personalisation. Heath will also talk the impact this is having on customer experience, campaign effectiveness and overall cost of acquisition. 3:00 PANEL DISCUSSION Servicing vs Stalking So when does providing a highly personalised customer experience move beyond service to creepy? In this interactive Q&A session facilitated by Steven Smith, Director Digital Consulting at KPMG, panellists will be asked to share their experiences and learnings from the frontline. 3:30 AWARD PRESENTATION 2013 Digital Customer Experience Index: Winner Presentations 3:35 Closing address Greg Muller, CEO, Global Reviews 3:40 Networking drinks (50 mins)

5 Our industry presenters Tammy Hall Executive Manager E-Commerce, Suncorp Insurance 10:10am Tammy Hall is the Executive Manager ecommerce for Suncorp Personal Insurance. In 2010 she was appointed to design, recruit and grow an online sales channel supporting a portfolio of 11 brands (AAMI, Bingle, GIO, Suncorp, Apia, Just Car Insurance, Shannons, Insure My Ride, Vero, CIL, and Terri Scheer). Today the team has grown to 27 with core capabilities in Analytics and Insights; UX Design; Online Experience Optimisation and Content Management. More recently the team has been instrumental in delivering the online capability for Suncorp s Legacy Simplification Program by re-engineering motor and home insurance for online. This included a customerfirst approach to responsive design and content strategy. Tammy made a recent trip to the US to explore the latest trends in online experience management, whole of customer profiling and personalisation. Richard Denver Chief Digital Officer, Bureau of Meteorology 11:25am Over his career Richard has worked for some of Australian most well-known brands and has always taken a customer centric approach in the delivery of digital services, whilst always ensuring multi-channel consistency and alignment. In his role at the Bureau, Richard is responsible for the daily operations and strategic direction of Digital including the Customer Care Centre, Digital Services, Digital Delivery and Digital Strategy and Commercial. Richard is leading a major change program at the Bureau to ensure it maintains an outward focus on the end consumer, delivering timely, cost-effective and accurate services to all Australians. Chaminda Ranasinghe Head of Digital Sales & Marketing, ANZ Chaminda is an accomplished ecommerce leader and strategic Digital Marketer with extensive experience within large multinational organisations in the financial services, automotive, computing, retail and consumer sectors. 11:55am Chaminda has a diverse range of experiences at transforming organisations into innovative, profitable and market leading digital businesses across the globe.

6 Our industry presenters Chris Hexton Co-Founder, Vero 1:50pm Chris Hexton is the co-founder of Vero, behavioural marketing software that helps companies send and test automated campaigns to their customers. By helping customers focus on customer actions they can send more individual s, ensuring the recipient is more engaged: leading to happier customers and more revenue. Started in 2012 and headquartered in Sydney, Vero has quickly grown with customers around the world. Luke Rattigan Chief Operating Officer, Sportsbet 2:00pm Luke is a dynamic Senior Executive with vast global board level experience, as well as proven success managing and developing new business across Europe, US and Asia Pacific via successful execution of meticulous business development, operational management and online product development across highly competitive sectors. Luke is currently the Chief Operating Officer of Sportsbet where he has responsibility for Online, Risk and Trading, as well as Customer Operations. Prior to Sportsbet, Luke worked across London, New York, Beijing and Shangai in strategy and general management roles at Reed Elsevier, an online information provider. Luke has a Master s of Economics (Hons) from Melbourne University and is married with three children. Heath Walker Digital Marketing Manager, Nissan Australia 2:30pm Heath runs digital marketing at Nissan Australia, providing strategic marketing for digital and social media, with a focus on innovation through engagement and dynamic storytelling. His role entails showcasing the Nissan brand, core nameplates and Nissan Motorsport - utilising the brand pillars and integrating digital with other marketing communication channels.

7 Summit details Venue KPMG Level Collins Street Melbourne Vic Contact Suzy Coulson 2014 Event Coordinator Global Reviews T: E: suzy.coulson@globalreviews.com Media Jen Storey Event sponsors

8 Global Data : Local insights Global Reviews is the world leader at providing companies with key customer insights on how to substantially increase their digital marketing effectiveness and digital sales outcomes