27 may 2015 • workshops: 27 - 28 may 2015 • …day one tuesday, 26 may 2015 book now! t: +61 2...

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www.customerexperienceevent.com.au

Exclusive VIP DiscussionMonday, 25 May 2015 • 18:00 – 20:30The VIP Discussion* will bring senior-level CEM professionals from across Australia to debate shared challenges and opportunities regarding digitalisation, transforming your processes ad culture as well as effective integration of all channels. The discussion will be followed by networking drinks and canapés.

*This is an invitation only event

Keeping Up with Digitalisation, Changing Customer Needsand Achieving Seamless Integration of all Channels

26 IN-DEPTH CASE STUDIESSecure your seat now to benefit

from the early bird!

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Visit our Download Centre for Presentations, Interviews, White Papers and much more:

www.customerexperienceevent.com.au

I had a good experience at the event, where I had the opportunity to not only network, but gain meaningful insights into what other industries are doing in regards to customer management and what the ATO could potentially do better.. Melinda TanibeAssistant Director, Australian Taxation Office

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Book before 27 March 2015to save up to $600 per ticket!*

Main Conference: 26 - 27 May 2015 • Workshops: 27 - 28 May 2015 • Venue: Swissotel, Sydney, NSW

Make the most of your time out of the office by attending the in-depth interactive Workshops:

How to Improve Performance Management across all of Australia

Achieving Higher Customer Satisfaction Rates through the Call Centre

Understanding CEM as a Path to Profit – Make your C-Level Executives Understand

It’s Time to Rebrand? How to Ensure Your Rebrand and Relaunch is a Success

Customer Experience Partner:

Associate Sponsors: Chairman:

Coffee Cart Sponsor:

Exhibitor:

Dear Customer Experience Professional,

The digitalisation of everything is changing the customer experience management world and each company needs to assess how this will impact their processes, services and products. At the same time, customers are getting pickier and expect a good customer experience. It’s safe to say that in today’s environment, a good customer experience is your most effective differentiator.

In it’s 8th edition, the Customer Experience Management 2015 event will be addressing the latest challenges and opportunities that you and your peers are facing.

Overall the key event themes are:• Embracing the Digital Revolution to Meet your Customers Needs • Changing your Culture and Processes to Achieve Customer Centricity • Achieving Seamless Integration to have a Holistic View of the Customer

IQPC’s 8th Customer Experience Management event is a great opportunity to network and benchmark with your peers across a diverse range of industries. The event will provide you with the opportunity to learn from and network with national and international industry leading Customer Experience experts to gain insights, identify opportunities and take away key strategies for successful customer experience management.

I look forward to meeting you at the event.

Kind regards,

Teresa BildsteinProgramme Director – Customer Experience Management Event Series, IQPC

Who will be attending the 8th Customer Experience Management conference in 2015:• Finance, Banking, Insurance, Superannuation• Federal and Local Government• Energy Retailers• Telecommunications

• Gambling Industry • Transport• Airlines and Hotel Groups • Retail and FMCG• Mortgage Lenders & Brokers

In the Roles of:• Director/Head/Manager Customer Experience• Director/Head/Manager Customer Analytics and Insights• Director/Head/Manager Contact Centre• Director/Head/Manager Customer Relations• Director/Head/Manager Customer Service• Director/Head/Manager Digital Channels

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au

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TAKE ADVANTAGE OF THESUPER EARLY BIRD DISCOUNT*! REGISTER BY 27/03/15

Why you should attend the 8th Customer Experience Management 2015 event:• Benefit from 26 in-depth case studies by senior-level CEM executives from a diverse range of industries • Evaluate leading CEM software solutions that are providing value to both your peers and competitors• Benchmark against industry leaders in customer centricity and excellent customer service to assess best practice and improve customer service in your organisation • Participate in the networking activities throughout the conference such as networking breaks, networking drinks reception and speed networking sessions

CUTTING EDGE INSIGHTS FROM:

Gary WheelhouseChief Digital Officer, Harvey Norman

Eloise CampbellGeneral Manager Advocacy, Business Support and Improvement, Telstra

Roslyn HoganHead of Customer Happiness, RedBalloon

Phil McCarthyHead of Member Services, QSuper

Adam NovakHead of Customer Experience nib Health Funds

Megan HuismanDirector of Student Services, University of Wollongong

Tina PatersonHead of Transformation - Business Processes, Bupa Australia

Danielle CerinANZ Multi Channel Manager, Janssen-Cilag

Cyrus Allen AllenPartner, Strativity Group

Todd ChapmanHead Of Airports, QantasLink, Qantas Airways Limited

Wayne McGloneGroup Manager Customer Service, South East Water

Angela de VineManager, Customer Insights & Analytics, SunSuper

Nicholas SamiosVoice Operations Manager, iiNet

Andrew SinclairDirector, Strategic Customer Experience Programs, Optus

Louise LongHead of Customer Experience Design, NAB

Samatha BartlettGeneral Manager – Customer Experience Australia Post

Mark DeightonGeneral Manager, Contact Centre Innovation, Auto & General Services

Sarah YoungManager Customer Solutions, Red Energy

Lily ElliottHead of Customer Engagement, CommSec and MyWealth, CBA

Mathew ConnGeneral Manager Customer Services, iiNet

Senior RepresentativeInteractive Intelligence

Chase PetreyProduct Manager – Voice of Customer, Salmat

Jacqui JordanHead of Customer Strategy, Suncorp

Senior Representative, Kodak

Zach HotchkissVice President of Asia-Pacific, Bazaarvoice

YS LeeDirector Oracle Service Cloud, Asia Pacific, Oracle

Jennifer AdamsSenior Vice President, Communities, ORC International

Julie Fedele Manager Chief Customer Office Bupa

Tony SalvageManaging Director, Consumer & Commercial, ORC International

DAY ONETuesday, 26 May 2015


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08:30 Registration and Arrival Coffee

09:00 Opening Remarks by Customer Management IQ and the Conference Chair

Cyrus Allen, Partner, Strativity Group

09:10 Humans when you Need them - Technology when you Don’t Transforming the customer experience at Harvey Norman • Giving customers instore the things they love about online • Removing the pain and the friction from the customer journey • Customer Journey Mapping - it’s confronting and incredibly valuable • LiveChat - serve multiple customers at a time and please them all! Gary Wheelhouse, Chief Digital Officer, Harvey Norman

09:50 The Advocacy Journey at Telstra • How we implemented the Net Promoter System across Telstra • How advocacy works across Telstra’s different business units • Continuing the Telstra advocacy journey Eloise Campbell General Manager Advocacy, Business Support and Improvement, Telstra

10:30 Event Partner Session

Senior Representative, Interactive Intelligence

11:00 Morning Tea and Networking Break

11:30 The Ecologically Rational Customer • Bounded Rationality • If you can’t change the experience, change how customers perceive the experience • Sequence, Duration, and Rationalisation Effects • Case Study

Chase Petry Product Manager - Voice of Customer, Salmat

12:10 Good, Better, BEST • Leveraging a centre relocation to support a transformation program in a rapidly changing and complex environment without making it complicated. • Maintaining and sustaining an employee engagement rating of 90% through intense and continual programmes of significant change • Balancing your service and operational models with strategic, financial requirements and rapidly changing member expectations • Engaging customers who are largely disengaged - using customer intelligence to change the way we manage our interactions

Phil McCarthy Head of Member Services, QSuper

12:50 How to Reach Consumers on the New Path to Purchase • Understanding the reliance consumers place on word of mouth • Recognizing the change in how consumers access content and shop • How marketers can respond to new shopping behaviours

Zach Hotchkiss Vice President of Asia-Pacific, Bazaarvoice

13:20 Lunch and Networking Break

14:20 Enhancing Customer Experience to Improve Business Performance • Building the infrastructure for a customer centric operating model • Using a range of customer insights and data to identify improvement areas to develop an actionable customer experience program • Aligning business processes and KPIs to customer experience strategy

Adam Novak Head of Customer Experience nib Health Funds

Stream A: Finance Stream B: Call Centre Stream C: Digitalisation

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Determining and Preparing for the Future Customer Interaction Needs of your Business• The steps needed to create a platform to balance the flexibility and specialisation needs of future Contact centre operations• Preparing relevant people, processes, technology and customer focus that is relevant and adds true value• Engaging and involving multiple stakeholder groups in planning and implementing change

Mark DeightonGeneral Manager, Contact Centre Innovation, Auto & General Services

Achieving More with Less through Digital Transformation• Rolling out a CRM to create a single view of the customer• Introducing a web portal with live web chat functionality that provides the customer with 24/7 access to manage their accounts and providing mobility to this service through a mobile app. • Integrating workforce optimisation plans into the new service channels to improve overall productivity

Wayne McGloneGroup Manager Customer, South East Water

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Stream A: Finance Stream B: Call Centre Stream C: Digitalisation

15:00 Case Study: Changing your Culture and Processes to Achieve Customer Centricity • Outlining Bupa’s 3 year transformation to meet its goal of helping people live “longer, healthier, happier lives” • Changing the culture and processes to be more customer-led • Ensuring customers are at the heart of everything Bupa does • Using metrics such as NPS in the most effective way

Tina Paterson, Head of Transformation - Business Processes, Bupa

Julie Fedele Manager Chief Customer Office Bupa

Are you Sailing a Sinking Ship?• Look from ashore – Take a ‘systems thinking’ approach and become customer centric• All aboard - Disrupt & align your people by walking in your customers shoes• Set a better course – Use analytics & insight to connect with your customers• Contact Centre Case study: Increasing customer satisfaction through engaging conversations

Angela de VineManager, Customer Insights & Analytics, SunSuper

Roundtable Discussion: Delivering Great Customer Service through Mobile Technologies • Leveraging information as a strategic lever to drive customer experience• Optimising the internal as well as customer facing communications process to minimise latency and communication errors • Empowering station staff with mobile technologies to provide customers with information at the point of need • Digitisation of operational forms and processes to enable station staff to increase staff ‘platform presence’ (be available and visible for customer facing activities)

Facilitated by Stream Chair

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15:40 How Does a Big Organisation Become Customer Centric? • Outlining the NAB customer experience design team journey over the last 4 years • Discussing what we learnt, and how our approach and tool kit have changed along the way • Presenting our “Target Customer Experience” tool that is helping us embed customer thinking across NAB

Louise Long Head of Customer Experience, NAB

Outlining the Importance of the Contact Centre for the Overall Customer Experience • Understanding the key role contact centre staff play in forming the perception of customers • Giving contact centre staff the right tools to deliver the right information at the right time across customer touchpoints • How to overcome the challenge of serving different types of customers with the correct messages • Minimising the amount of call transfers with effective staff empowerment to solve issues at first contact

Mat ConnGeneral Manager Customer Service, iiNet

How to Lead Managers and Teams through Technology Change that affects customers • Tapping in - Proactive service using customer behaviours and triggers • Customer intimacy - challenges for organisations in the future • Leading frontline through digital changes

Lily ElliottHead of Customer Engagement, CommSec and MyWealth, Commonwealth Bank of Australia

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16:20 Afternoon Tea and Networking Break

16:50 Changing your Culture and Processes to Achieve Customer Centricity • RedBalloon’s customer happiness success formula • The integral connection between employees and customers • Leadership priorities for all people leaders who drive change and transformation • How recognition and culture work hand in hand with your customer experience roadmap

Roslyn Hogan, Head of Customer Happiness, RedBalloon

17:30 Event Partner Session

Senior Representative, Kodak Alaris

18:00 Close of Conference

18:05 Networking Drinks Reception

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DAY TWOWednesday, 27 May 2015


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08:30 Registration and Arrival Coffee

09:00 Opening Remarks by the Conference Chair


09:10 Evolving from a “Customer Journey” to an “Augmented Customer Experience” • Moving beyond online and offline interactions to whole-experience models • Digitisation of the traditional B2B customer-facing workforce • How platform and capability integration enables augmented experiences

Danielle Cerin ANZ Multi Channel Manager, Janssen-Cilag

09:50 The Impact of Digitalisation of Everything on Customer Experience Management • How do we best adopt now to changing customer behaviour? • How should you assess capability and capacity for change before deploying a digital strategy • How does the ideal end-to-end response look? • How to design a successful operating model and orgnisational structure to keep up with digitalisation

Wayne McGlone Group Manager Customer Service, South East Water

Gary Wheelhouse Chief Digital Officer, Harvey Norman

Senior Representative, Interactive Intelligence

10:30 Modern Customer Service • Where is Customer Service going (Trends in 2015) • Roadmap to Modern customer Service

YS Lee Director Oracle Service Cloud, Asia Pacific, Oracle

11:00 Morning Tea and Networking Break

11:30 Integrating Digital Channels Successfully to See Significant ROI and Sales Conversions • Differentiating at individual customer level by personalising the online experience • Improving web store optimisation and SEO optimisation to see significant payback • Transforming skills, processes, business models, budgets and strategies to market across the digital consumer lifecycle • How to overcome the stumbling block of successful mobile integration to achieve a complete cross channel strategy

Mathew Conn, General Manager Customer Services, iiNet

Nicholas Samios Voice Operations Manager, iiNet

12:10 Developing a Customer Footprint • Who is Red Energy and what is the Red Energy point of difference? • Transforming the business to improve the Customer Experience • A platform is just a platform what else did we do? • What have we learned and what do our customers say about us? Sarah Young, Manager Customer Solutions, Red Energy

12:50 Innovative Customer-centricity: Using Digital Hives for Customer Journey Mapping • What is customer journey mapping and how have companies been employing it to drive customer-centricity • Why engaging with customers online is important: becoming more agile, responsive and innovative • What are digital hives and how are they used in customer-centricity work Jennifer Adams Senior Vice President, Communities, ORC International

Tony Salvage Managing Director, Consumer & Commercial, ORC International

13:25 Lunch and Networking Break

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14:20 How to Use NPS to Build a Customer Centric Culture • Brand NPS versus Transactional NPS • An operating model to build organisational momentum • Investing in data collection and analytics to support the effort • A case study on closing the loop with customers

Samatha Bartlett, Head of Brand & Customer Experience, Australia Post

15:00 Case study: Transforming the Customer Experience by Focusing on Customer Effort • Understanding the link between customer effort and customer experience • Utilising effort and NPS measures to identify opportunities and build the case for change • Reducing customer effort through processes redesign and staff empowerment • Seamlessly integrating different service channels to transform customer effort Andrew Sinclair, Director, Strategic Customer Experience Programs, Optus

15:40 Chairman Presentation


15:55 Afternoon Tea and Networking Break

16:20 Case Study: How Qantas Delivers a Premium Service to Remote and Regional Australia • How Qantas uses systems to support consistent customer experience and product delivery • How Qantas uses technology to drive improvements and change • How innovation is used to overcome challenges in delivering an excellent customer experience

Todd Chapman, Head of Airports, QantasLink, Qantas Airways Limited 17:00 Co-Creating the Customer Experience • Moving beyond feedback and using active customer collaboration • Transforming culture with the customer voice • Pulling the right levers to affect change

Megan Huisman Director of Student Services, University of Wollongong

17:40 End of Day 2

17:45 Closing Networking Drinks

18:15 Workshop A: How to Improve Performance Management across all of Australia

Facilitator: Todd Chapman, Head of Airports, Qantas Link, Qantas Airways Limited


INTERACTIVE WORKSHOPSWednesday & Thursday • 27 & 28 May 2015

Wednesday, 27 May 2015 • 18:15 - 21:15

How to Improve Performance Management across all of Australia

Qantas’ regional airports are as diverse as they are remote. They are also a significant provider of employment in the communities in which they are based. The challenge is to deliver a consistent product in all of these locations in line with the customer’s expectations of quality and service standards.

Facilitator: Todd Chapman, Head Of Airports, QantasLink, Qantas Airways Limited

What the workshop will cover: • Defining organisational values and converting them into targets measurable by data• Using of targets, KPI’s and other incentives to drive behaviour in remote work locations• How change is managed in a remote workforce conducting both customer service and safety critical activities

How you will benefit:• Understand how to performance manage your customer experience staff across all locations, no matter how remote • Identifying targets, KPI’s and other incentives that will drive your staff to deliver excellent service • Implementing effective change management

Thursday, 28 May 2015 • 8:30 – 11:30

Achieving Higher Customer Satisfaction Rates through the Call Centre

Your staff is your most valuable asset in regards to achieving higher customer satisfaction levels. Your customers will only have the experience you want them to have if your staff is creating and providing that experience throughout all touchpoints and channels. Most customers that call the contact centre do so to complain, therefore it is absolutely vital to empower your staff and make sure they are well trained to offer quick solutions to your customers.

By attending this workshop you will be able to learn how to deliver a great customer experience through your contact centre. Join this interactive group to learn from the facilitator and your peers.

Facilitator: Neil Harrison, Contact Centre Manager, iiNet

What the workshop will cover: • Providing sufficient and continuous staff training to ensure staff is as knowledgeable as possible: Knowledge is power and creates good working climates • Offering incentives and group activities to create a good working environment and a positive culture • Monitoring all KPIs, stats and facts to track whether customer satisfaction is positively influenced by more productive and engaged staff

How you will benefit: • Understanding how to Strategically decide what and how to measure staff performance and engagement• Learning how to set realistic KPIs for customer service staff to measure their performance and engagement against• Identifying how to gain championship from management to live customer-centricity throughout the entire organisation

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Testimonials from Past Attendees:

I found the conference to be a very useful networking opportunity and have taken away a number of ideas from the presentations.Alan McCauleyGeneral Manager Customer Management, Red Energy

Good opportunity to meet like-minded people and benchmark our own process and experiences against peers.Gerry O'Shaughnessy, Director, Contact Cent Operations, A&G Insurance Services

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INTERACTIVE WORKSHOPSWednesday & Thursday • 27 & 28 May 2015

Thursday, 28 May 2015 • 12:00 – 15:00

Understanding CEM as a Path to Profit – Make your C-Level Executives Understand

As every CEM professional you are facing the main challenge of CEM being seen as a cost centre and not a revenue generator. In addition to this, businesses think of themselves in the way of an organisational chart, but your customers don’t. Learn how to see your company through your customer’s eyes. Customers experience the business in a chronological, process-orientated “journey” way, so there is an obvious mismatch. It is a major mindset shift to think the way a customer does. It is also frightening to rebuild the business around that customer vision and most organisations don’t know where to start. Our job is very much ‘the big sell’ and we need to win the hearts and minds of the senior management team before we can make a difference to any organisation.

By attending this workshop you will be able to discuss and share ideas and strategies on how to make your senior management executives understand CEM to gain approval for spending, change management and overall to transform your organisation into a customer centric organisation.

Facilitator: Wayne McGlone, Group Manager Customer Service, South East Water

What the workshop will cover:• Getting the organisation to understand the fact that ‘experience’ exists at many levels• Identifying clear missions, objectives and strategies at the front-end and measure at the back end• Learn how to measure the benefit of CEM and how to show the ROI to your senior management

How you will benefit:• Getting the senior & middle management team to understand the true-cross functional nature of CEM• How to make your C-level execs understand that CEM is a path to profit• IVR as one of the most common points of frustration for your customers -> make your C-level executives try it out to realise it needs upgrading

Thursday, 28 May 2015 • 15:30 18:30

It’s Time to Rebrand? How to Ensure Your Rebrand and Relaunch is a Success

Brands are constantly changing and sometimes, to ensure to keep abreast of changing needs in the market, the best strategy is to completely rebrand and relaunch in order to ensure better brand perception, customer experience and rejuvenation. No matter if you are rebranding your entire brand, just a few products or a service, every detail needs to be planned and mapped out carefully.

Facilitator: Sarah Young,Manager Customer Solutions, Red Energy

What the workshop will cover: • Identifying when it’s best to rebrand and relaunch to improve brand perception and customer experience • Understanding the different aspects of rebranding • Outlining what’s involved in the rebranding process • Reasons not to rebrand and key rebranding mistakes to avoid

How you will benefit: • Learn how to prepare a rebranding process with accurate research, VoC analysis and detailed brand audit • Ensuring the rebanding process is successful, internally as well as externally • How to manage and rebrand your personal brand


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ABOUT OUR SPONSORS


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Interactive Intelligence is a global provider of contact centre, unified communications, and business process automation software and services designed to improve the customer experience. Easily deployed on-premises or via-the-cloud, these solutions are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Founded in 1994, with more than 6,000 customers worldwide, Interactive Intelligence has received industry analyst Frost & Sullivan’s Australian 2013 award for Contact Centre Applications Vendor of the Year, has ranked amongst leading analyst firm Gartner’s Magic Quadrant Leaders, and been featured in Software Magazine’s 2012 Top 500 Global Software and Service Providers.

Cyrus is a management executive with deep ICT and Financial Services experience across customer experience, digital, marketing, product management & design. Prior to Strativity, Cyrus held senior roles in customer experience management at Telstra and ANZ and brings an international perspective from his previous global management roles in Telecommunications and Media. He is a ‘customer champion with a business head’, holding a Masters in Marketing, Bachelors in Business and Arts, and has completed AGSM’s General Manager Executive Program.

Kodak Alaris is a new company driven by the simple belief that “we can always find a better way.” Our Information Management division helps organizations capture content from digital and paper sources, extract insights, and deliver the right information to the right place at the right time for better outcomes. Our portfolio includes document scanners, a global service and support team, and software and solutions that capture and intelligently manage information. For small offices and large-scale organizations, we provide new ways to automate processes, improve customer interactions and make smarter business decisions. To learn more, please visit www.kodakalaris.com/go/IMnews. Follow us on Twitter at twitter.com/kodakdi and twitter.com/KodakDI_EAMER and visit our blogs at infooverdrive.com and informationdynamix.com. The Kodak trademark and trade dress are used under license from Eastman Kodak Company.

At Salmat, we help our clients get closer to their customers. We work with some of Australia and New Zealand’s most trusted brands, using our unmatched depth and breadth of insight-driven services across the customer lifecycle. We help them intimately understand their customers, drive business growth and transform the customer experience to ultimately make their customers more valuable.

Bazaarvoice powers consumer conversations and shopper engagement for brands and retailers through ratings and reviews, questions and answers, and photos, videos or social posts that can be incorporated directly within a client’s websites and other marketing properties. The company's technology platform amplifies these voices into the places that influence purchase decisions, and analytics help marketers provide more engaging experiences that drive brand awareness, consideration, sales and loyalty. Headquartered in Austin, Texas, Bazaarvoice has offices in Amsterdam, Chicago, London, Munich, New York, Paris, San Francisco, Singapore, Stockholm, Sydney and Tokyo.

TouchpointCX is award winning enterprise software for Customer Experience Management developed by Touchpoint Group for the Australasian market. Founded in 2001, Touchpoint Group has a strong reputation for being at the forefront of customer engagement technology, and for delivering local support and consultancy to major brands and to digital agencies. TouchpointCX is offered as SaaS and leverages banking grade data security and management, making it particularly popular within the financial services, banking, and utilities sectors. Touchpoint Group is proud to include brands such as Westpac, Suncorp Group, ANZ, and Aurora Energy amongst its clients. All have chosen TouchpointCX as the best enterprise solution to deliver role specific transparency on customer experience, to drive customer centricity, to influence investment and to drive operational improvement across their organisations.

Engage Customers, Empower Employees, Adapt QuicklyOracle offers the most complete, cloud-enabled customer experience solution, creating an environment where companies can differentiate themselves across all channels, touch points, and interactions. Customers have many choices today. Exceptional customer experiences create the loyalty, advocacy, and repeat business that drives success. Deliver consistent, personalised customer experiences with Oracle’s complete, integrated cloud solutions that connect every customer engagement with your brand; makes it easy for your employees to serve customers; and enables your organisation to quickly adapt to changing business needs.

ORC International is a leader in the art of business intelligence. We help companies explore, navigate and integrate insights to uncover what truly engages people around the world. With a focus on improving business performance and growth, we combine quality data, smart synthesis and a best in class digital platform to deliver transformative business insights across customers, employees, marketing, and strategy. To learn more, visit www.ORCInternational.com

NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.

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STANDARDPACKAGES

EXTRAEARLY BIRD

Pay and Register before 27 March 2015

EARLY BIRDPay and Register before

2 May 2015STANDARD PRICE

Conference + 4 Workshops(SAVE $600)

$4,399 + GST = $4,838.90

(SAVE $500)$4,499 + GST =

$4,948.90

$ 4,999 + GST = $5,498.90


$4,199 + GST = $4,618.90

(SAVE $400)$4,299 + GST =

$4,728.90

$ 4,699 + GST = $5,168.90


$3,899 + GST = $4,288.90

(SAVE $300)$4,099 + GST =

$4,508.90

$ 4,399 + GST = $4,838.90


$3,699 + GST = $4,068.90

(SAVE $200)$3,899 + GST =

$4,288.90

$ 4,099 + GST = $4,508.90

Conference Only(SAVE $400)

$3,199 + GST = $3,518.90

(SAVE $100)$3,499 + GST =

$3,848.90

$ 3,599 + GST = $3,958.90

Main Conference: 26 - 27 May 2015 • Venue: Swissotel, Sydney, NSW

Keeping Up with Digitalisation, Changing Customer Needs and Achieving Seamless Integration of all Channels

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WHERE Swissotel Sydney68 Market Street, SydneyP: +61 2 9238 8888www.swissotel.com/sydney

WHEN? 20 - 21 May 2014

ACCOMMODATIONThe Swissotel is the official hotel for the 8th CustomerExperience Management event and they have negotiatedevent rates specifically for attendees of this event.

To take advantage of these rates, contact the hotel and quote: IQPC or go to www.customerexperienceevent.com.au and click on the Venue & Accommodation page for a direct link to rates.

QUICK and EASY WAYS to REGISTER

TELEPHONE +61 2 9229 1000

FAX +61 2 9223 2622

EMAIL [email protected]

WEBSITE www.customerexperienceevent.com.au

MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000

Register Early & Save!To speed registration, please provide the priority code located on the mailing label or in the box below.

NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received.

PRIVACY - YOUR CHOICEAny information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details.To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department,Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622.

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IQPC CANCELLATION AND POSTPONEMENT POLICY: FOR DETAILS OF IQPC’S CANCELLATION AND POSTPONEMENT POLICY PLEASE VISIT: www.iqpc.com.au© 2014 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. The format, design, content and arrangementof this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law.

IQPC recognises the value of learning in teams. Take advantage of one of these special rates:

�Register a team of 2 to the conference at the same time from the same company and receive a 5% discount�Register a team of 3 to the conference at the same time from the same company and receive a 10% discount�Register a team of 4 to the conference at the same time from the same company and receive a 15% discount or a free pass for a 5th delegate� Ask about multi-event discounts. Call + 61 2 9229 1000 for more details

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* Discount subject to availability and not available to vendors or solution providers

* Payment not made at the time of registration will be subject to a $99 service charge.

* All 'Early Bird' discounts require payment at time of registration and before the cut-off date in order to receive any discount.

* Discounts do not apply to vendors/solution providers. IQPC reserves the right to determine who is a vendor.

* Any discounts offered (including early bird and team discounts) are subject to availability and require payment at the time of registration.

* All discount offers cannot be combined with any other offer.

27 may 2015 • workshops: 27 - 28 may 2015 • …day one tuesday, 26 may 2015 book now! t: +61 2...

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