Customer Experience and Brand Loyalty

April 3, 2019, 8 a.m.

Event Details

Customer Experience and Brand Loyalty - 3rd April, Melbourne

Customers expect a seamless customer experience, but how does it get delivered across the customer lifecycle and what does it look like from one transaction to the next? Can we leverage customer experience to influence loyalty and drive repeat purchase?

In April we explore how marketers are leveraging digital customer experiences to drive up the lifetime value of their customers. Is it all about data and personalisation or are there other key factors to implement that bring customers sustained joy?

Our speakers will share:

  • The focused work they do on improving customer experience
  • The relationship between customer experience and loyalty
  • Who takes responsibility for customer experience and how is it measured
  • The tech and strategies that work

Get your ticket now or save on an annual pass (available for a limited time).


  • The opportunity to network with attendees (8:00 - 8:30am)
  • Tea, coffee and a light snack will be served during the networking time
  • The audience will sit (theatre style) to listen to the presentations
  • We will have three speakers each presenting for 20 minutes
  • Question and answer time will be held at the end
  • All attendees will automatically enter our business card draw on the day to have a chance to win great prizes!

Our Speakers

Cassandra Evans, Customer Experience Marketer, MYOB
Cassandra will share how MYOB focus on voice of the customer programs and the role that NPS plays in the business. You’ll see how they prioritise customer feedback to influence change and why frequent action drives retention.

Michael Barnard, General Manager at Customology
Michael will share his perspective on what customer experience and loyalty really are. He’ll take us through the customer journey from after the transaction to re-purchase and present his tips for keeping customers coming back, spending more and referring others. Plus, see lots of examples of how you can improve the customer’s experience each step of the way.

Mark Kelly, Group General Manager Loyalty & Rewards at Crown Resorts
Mark will explain how he sees customer experience and loyalty working together and detail the role of personalisation and show how it can best be leveraged. See examples of actions and outcomes from Crown Resorts, ANZ and more!

Early bird tickets are available until Wednesday 20th March or until the allocation has run out.


Mark Kelly

Mark Kelly

Crown Resorts

Group General Manager Loyalty & Rewards
See Bio
Cassandra Evans

Cassandra Evans


Customer Experience Marketer
See Bio
Michael Barnard

Michael Barnard


General Manager
See Bio


April 3, 2019
8 a.m. - 10:30 a.m.


Torrens University, Flinders St Campus
196 Flinders St Melbourne, 3000

The Team

Louisa Dahl

Louisa Dahl

Interactive Minds

View Profile
Samantha Horton

Samantha Horton

Event Manager
View Profile

Join Us!

Don't miss out on the opportunity to network with the industry and learn from your peers at this event.