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:
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.
Matt has over 25 years of commercial experience in NYC, Sydney and Melbourne in management consulting, marketing agency management, and senior management roles within grocery, retail banking, and gaming & hospitality.
Currently at Crown Resorts Matt is excited by the challenge and opportunity of developing Crown’s loyalty and rewards initiatives to mirror the world-class integrated resorts in their portfolio.
Previously at ANZ Bank, Matt headed the credit cards’ Loyalty & Rewards team accountable for the performance of ANZ’s proprietary rewards credit card programs. Prior to that, he headed up Loyalty & Marketing Operations for Woolworths accountable for the analytics and marketing execution of Woolworths’ (then) Everyday Rewards customer loyalty program.
A passionate customer advocate, Cassandra embraces her experience in customer lifecycle & direct marketing to build comprehensive customer experience (CX) strategies that impact retention, cross/upsell and loyalty.
In her current role at MYOB, she leads up the Voice of the Customer program which provides the business with tactical recommendations to improve the SME customer journey and overall business NPS.
Over the past decade Cassandra has honed her expertise in CX having worked with large, complex databases, systems and DMPs within companies such as Suncorp Group, Budget Direct Insurance and SunSuper.
Her interest in the future of CX and data-driven marketing extends outside of her day job and she was also a committee member for ADMA Queensland branch before moving to Victoria in 2017. She is working toward her goal of one day being Chief Customer Officer for a leading customer centric organisation.
Michael oversees a team of Customologists with combined talent across strategy, data science, and technology, who help brands understand and influence customer behaviours. Michael’s experience in human centred design is foundational in our principles of design thinking and starting with the customer, focusing on how brands engage, keep, and grow customers.
A graduate of Griffith University, Michael studied product design and business, starting his career at HP Enterprise Services in product management. Moving on to Aquent where he was a leading member of their UX design team. Michael then took up a new challenge in building the retail division and digital services capabilities for Colourwise, which was subsequently acquired by GJI. Michael has excelled in innovation and transformational roles at GJI, first developing their CX and Product Development capabilities before leading the Data and Technology Services, and is the founding GM of Customology.
GJI Group has now expanded into a house of brand model with Michael heading up Customology. Here he has applied his design thinking, experience in behavioral economics and data science, leading the team in helping brands understand their customers and develop programs to keep them coming back.
Michael is an experienced and articulate public speaker and commentator, not afraid to ask the hard questions, provoking insights, challenging viewpoints, and creating true thought leadership.