26 IN-DEPTH CASE STUDIES Secure your seat now to benefit from the early bird!

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

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

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

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

How to Improve Performance Management A across all of

Achieving Higher Customer Satisfaction Rates B through the Call Centre

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

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

Exclusive VIP Discussion Monday, 25 May 2015 • 18:00 – 20:30 The 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

Visit our Download Centre for Presentations, Interviews, White Papers and much more: www.customerexperienceevent.com.au

Customer Associate Sponsors: Chairman: I had a good experience at the event, Experience Partner: where“ I had the opportunity to not only network, but gain meaningful insights into what other industries are doing Coffee Cart Sponsor: in regards to customer management and what the ATO could potentially do better.. Researched and Developed by: Exhibitor: Media Partner: Melinda Tanibe” Assistant Director, Australian Taxation Office

www.customerexperienceevent.com.au 8 CUTTING EDGE INSIGHTS FROM:

Gary Wheelhouse Nicholas Samios 2015 Chief Digital Voice Operations Dear Customer Experience Professional, Officer, Manager, iiNet The digitalisation of everything is changing the customer Andrew Sinclair Director, Strategic experience management world and each company needs to Eloise Campbell General Manager Customer Experience assess how this will impact their processes, services and products. Advocacy, Business Programs, Optus At the same time, customers are getting pickier and expect Support and a good customer experience. It’s safe to say that in today’s Improvement, Jennifer Adams environment, a good customer experience is your most effective Senior Vice President, differentiator. Roslyn Hogan Communities, Head of Customer ORC International In it’s 8th edition, the Customer Experience Management 2015 Happiness, event will be addressing the latest challenges and opportunities RedBalloon Tony Salvage that you and your peers are facing. Managing Director, Consumer & Phil McCarthy Overall the key event themes are: Head of Member Commercial, ORC International • Embracing the Digital Revolution to Meet your Customers Needs Services, QSuper • Changing your Culture and Processes to Achieve Customer Centricity Louise Long Adam Novak Head of Customer • Achieving Seamless Integration to have a Holistic View of the Head of Customer Experience Experience Customer Design, NAB is a great IQPC’s 8th Customer Experience Management event Samatha Bartlett opportunity to network and benchmark with your peers across Megan Huisman General Manager a diverse range of industries. The event will provide you with Director of – Customer the opportunity to learn from and network with national and Student Services, Experience international industry leading Customer Experience experts to University of Australia Post Wollongong gain insights, identify opportunities and take away key strategies for successful customer experience management. Zach Hotchkiss Mark Deighton Vice President General Manager, I look forward to meeting you at the event. of Asia-Pacific, Contact Centre Bazaarvoice Innovation, Auto & General Services Kind regards, TAKE ADVANTAGE OF THE SUPER EARLY BIRD DISCOUNT*! Tina Paterson Head of Chase Petrey REGISTER BY 27/03/15 Transformation - Product Manager Teresa Bildstein Business Processes, – Voice of Programme Director – Bupa Australia Customer, Salmat Customer Experience Management Event Series, IQPC Danielle Cerin Sarah Young ANZ Multi Manager Customer Who will be attending the 8th Customer Channel Manager, Solutions, Experience Management conference in 2015: Janssen-Cilag Red Energy • Finance, Banking, , • Gambling Industry YS Lee Lily Elliott Superannuation • Transport Director Oracle Head of Customer • Federal and Local Government • Airlines and Hotel Groups Service Cloud, Engagement, • Energy Retailers • and FMCG Asia Pacific, CommSec and • Telecommunications • Mortgage Lenders & Brokers Oracle MyWealth, CBA In the Roles of: Cyrus Allen AllenPartner, Mathew Conn • Director/Head/Manager Customer Experience General Manager Strativity Group • Director/Head/Manager Customer Analytics and Insights Customer Services, • Director/Head/Manager Contact Centre iiNet • Director/Head/Manager Customer Relations Todd Chapman • Director/Head/Manager Customer Service Head Of Airports, Senior • Director/Head/Manager Digital Channels QantasLink, Representative Airways Interactive Limited Intelligence Why you should attend the 8th Customer Wayne McGlone Julie Fedele Experience Management 2015 event: Group Manager Manager Chief Customer Service, • Benefit from 26 in-depth case studies by senior-level CEM Customer Office South East Water executives from a diverse range of industries Bupa • Evaluate leading CEM software solutions that are providing value Angela de Vine to both your peers and competitors Jacqui Jordan Manager, Head of Customer • Benchmark against industry leaders in customer centricity and Customer Insights Strategy, Suncorp excellent customer service to assess best practice and improve & Analytics, customer service in your organisation SunSuper • Participate in the networking activities throughout the Senior conference such as networking breaks, networking drinks Representative, reception and speed networking sessions Kodak

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au DAY ONE 8 Tuesday, 26 May 2015 2015

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 OPENING KEYNOTE

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 STUDY CASE 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

STUDY CASE • 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

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

14:20 Enhancing Customer Experience to Determining and Preparing for the Achieving More with Less through Improve Business Performance Future Customer Interaction Needs of Digital Transformation • Building the infrastructure for a your Business • Rolling out a CRM to create a single customer centric operating model • The steps needed to create a view of the customer • Using a range of customer insights and platform to balance the flexibility and • Introducing a web portal with live data to identify improvement areas specialisation needs of future Contact web chat functionality that CASE STUDY CASE to develop an actionable customer centre operations provides the customer with 24/7 experience program • Preparing relevant people, processes, access to manage their accounts and • Aligning business processes and KPIs to technology and customer focus that is providing mobility to this service customer experience strategy relevant and adds true value through a mobile app. • Engaging and involving multiple • Integrating workforce optimisation Adam Novak stakeholder groups in planning and plans into the new service channels to Head of Customer Experience implementing change improve overall productivity nib Health Funds Mark Deighton Wayne McGlone General Manager, Contact Centre Group Manager Customer, Innovation, Auto & General Services South East Water

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au DAY ONE 8 Tuesday, 26 May 2015 2015

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

15:00 Case Study: Changing your Culture and Are you Sailing a Sinking Ship? Roundtable Discussion: Delivering Processes to Achieve Customer • Look from ashore – Take a ‘systems Great Customer Service through Mobile Centricity thinking’ approach and become Technologies • Outlining Bupa’s 3 year transformation customer centric • Leveraging information as a strategic to meet its goal of helping people live • All aboard - Disrupt & align your people lever to drive customer experience

STUDY CASE “longer, healthier, happier lives” by walking in your customers shoes • Optimising the internal as well as • Changing the culture and processes to • Set a better course – Use analytics & customer facing communications be more customer-led insight to connect with your customers process to minimise latency and • Ensuring customers are at the heart of • Contact Centre Case study: Increasing communication errors everything Bupa does customer satisfaction through • Empowering station staff with mobile • Using metrics such as NPS in the most engaging conversations technologies to provide customers with effective way information at the point of need Angela de Vine • Digitisation of operational forms and Tina Paterson, Manager, Customer Insights & Analytics, processes to enable station staff to Head of Transformation - Business SunSuper increase staff ‘platform presence’ Processes, Bupa (be available and visible for customer facing activities) Julie Fedele Manager Chief Customer Office Facilitated by Stream Chair Bupa

15:40 How Does a Big Organisation Become Outlining the Importance of the Contact How to Lead Managers and Teams Customer Centric? Centre for the Overall Customer through Technology Change that affects • Outlining the NAB customer experience Experience customers design team journey over the last 4 • Understanding the key role contact • Tapping in - Proactive service using years centre staff play in forming the customer behaviours and triggers • Discussing what we learnt, and how our perception of customers • Customer intimacy - challenges for

STUDY CASE approach and tool kit have changed • Giving contact centre staff the right organisations in the future along the way tools to deliver the right information • Leading frontline through digital • Presenting our “Target Customer at the right time across customer changes Experience” tool that is helping us touchpoints Lily Elliott embed customer thinking across NAB • How to overcome the challenge of Head of Customer Engagement, serving different types of customers Louise Long CommSec and MyWealth, with the correct messages Head of Customer Experience, NAB of Australia • Minimising the amount of call transfers with effective staff empowerment to solve issues at first contact Mat Conn General Manager Customer Service, iiNet

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 CASE STUDY CASE 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

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au DAY TWO 8 Wednesday, 27 May 2015 2015

08:30 Registration and Arrival Coffee

09:00 Opening Remarks by the Conference Chair

Cyrus Allen, Partner, Strativity Group

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

OPENING KEYNOTE 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?

CASE STUDY CASE 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

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au DAY TWO 8 Wednesday, 27 May 2015 2015

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 CASE STUDY CASE 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 STUDY CASE Andrew Sinclair, Director, Strategic Customer Experience Programs, Optus

15:40 Chairman Presentation Cyrus Allen, Partner, Strativity Group

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

STUDY CASE 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

STUDY CASE 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

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au INTERACTIVE WORKSHOPS 8 Wednesday & Thursday • 27 & 28 May 2015 2015

Wednesday, 27 May 2015 • 18:15 - 21:15 Thursday, 28 May 2015 • 8:30 – 11:30

How to Improve Performance Achieving Higher Customer A Management across all of B Satisfaction Rates through the Australia Call Centre

Qantas’ regional airports are as diverse as they are remote. Your staff is your most valuable asset in regards to achieving They are also a significant provider of employment in the higher customer satisfaction levels. Your customers will communities in which they are based. The challenge is to only have the experience you want them to have if your deliver a consistent product in all of these locations in line staff is creating and providing that experience throughout with the customer’s expectations of quality and service all touchpoints and channels. Most customers that call the standards. contact centre do so to complain, therefore it is absolutely vital to empower your staff and make sure they are well Facilitator: trained to offer quick solutions to your customers. Todd Chapman, Head Of Airports, QantasLink, Qantas Airways Limited By attending this workshop you will be able to learn how to deliver a great customer experience through your contact What the workshop will cover: centre. Join this interactive group to learn from the facilitator • Defining organisational values and converting them into and your peers. targets measurable by data • Using of targets, KPI’s and other incentives to drive Facilitator: behaviour in remote work locations Neil Harrison, • How change is managed in a remote workforce Contact Centre Manager, iiNet conducting both customer service and safety critical activities What the workshop will cover: • Providing sufficient and continuous staff training to How you will benefit: ensure staff is as knowledgeable as possible: Knowledge • Understand how to performance manage your customer is power and creates good working climates experience staff across all locations, no matter how • Offering incentives and group activities to create a good remote working environment and a positive culture • Identifying targets, KPI’s and other incentives that will • Monitoring all KPIs, stats and facts to track whether drive your staff to deliver excellent service customer satisfaction is positively influenced by more • Implementing effective change management 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

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 McCauley General 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

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au INTERACTIVE WORKSHOPS 8 Wednesday & Thursday • 27 & 28 May 2015 2015

Thursday, 28 May 2015 • 12:00 – 15:00 Thursday, 28 May 2015 • 15:30 18:30 Understanding CEM as a Path It’s Time to Rebrand? How C to Profit – Make your C-Level D to Ensure Your Rebrand and Executives Understand Relaunch is a Success As every CEM professional you are facing the main challenge Brands are constantly changing and sometimes, to ensure of CEM being seen as a cost centre and not a revenue generator. to keep abreast of changing needs in the market, the best In addition to this, businesses think of themselves in the way of strategy is to completely rebrand and relaunch in order to an organisational chart, but your customers don’t. Learn how ensure better brand perception, customer experience and to see your company through your customer’s eyes. Customers rejuvenation. No matter if you are rebranding your entire experience the business in a chronological, process-orientated brand, just a few products or a service, every detail needs to “journey” way, so there is an obvious mismatch. It is a major be planned and mapped out carefully. mindset shift to think the way a customer does. It is also frightening to rebuild the business around that customer vision Facilitator: and most organisations don’t know where to start. Our job Sarah Young, is very much ‘the big sell’ and we need to win the hearts and Manager Customer Solutions, Red Energy minds of the senior management team before we can make a difference to any organisation. What the workshop will cover: By attending this workshop you will be able to discuss and • Identifying when it’s best to rebrand and relaunch to share ideas and strategies on how to make your senior improve brand perception and customer experience management executives understand CEM to gain approval for • Understanding the different aspects of rebranding spending, change management and overall to transform your • Outlining what’s involved in the rebranding process organisation into a customer centric organisation. • Reasons not to rebrand and key rebranding mistakes to avoid Facilitator: Wayne McGlone, How you will benefit: Group Manager Customer Service, South East Water • Learn how to prepare a rebranding process with accurate What the workshop will cover: research, VoC analysis and detailed brand audit • Getting the organisation to understand the fact that • Ensuring the rebanding process is successful, internally as ‘experience’ exists at many levels well as externally • Identifying clear missions, objectives and strategies at the • How to manage and rebrand your personal brand 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

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au 8 ABOUT OUR SPONSORS 2015

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.

Engage Customers, Empower Employees, Adapt Quickly Oracle 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.

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.

At Salmat, we help our clients get closer to their customers. We work with some of Australia and ’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.

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.

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, , 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 , , 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.

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.

BOOK NOW! T: +61 2 9229 1000 F: +61 2 9223 2622 E: [email protected] W: www.customerexperienceevent.com.au WHERE Swissotel Sydney 68 Market Street, Sydney Register Early & Save! P: +61 2 9238 8888 To speed registration, please provide the priority code located on the mailing label or in the box below. www.swissotel.com/sydney WHEN? 20 - 21 May 2014

TEAM DISCOUNTS (Off prevailing price tier) IQPC recognises the value of learning in teams. Take advantage of one of these special rates: Œ 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 Ž 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 16526.008 ACCOMMODATION The Swissotel is the official hotel for the8th Customer Experience Management event and they have negotiated event 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

Keeping Up with Digitalisation, Changing Customer EMAIL [email protected] Needs and Achieving Seamless Integration of all Channels WEBSITE www.customerexperienceevent.com.au

Main Conference: 26 - 27 May 2015 • Venue: Swissotel, Sydney, NSW MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000

EXTRA o REGISTER ME for 8th Customer STANDARD EARLY BIRD Experience Management PLUS: EARLY BIRD Pay and Register before STANDARD PRICE PACKAGES Pay and Register before 2 May 2015 Workshops: oA oB oC oD 27 March 2015 DELEGATE 1 [FIRST NAME] [SURNAME] (SAVE $600) (SAVE $500) $ 4,999 + GST = Conference + 4 Workshops $4,399 + GST = $4,499 + GST = $5,498.90 $4,838.90 $4,948.90 POSITION (SAVE $500) (SAVE $400) $ 4,699 + GST = EMAIL Conference + 3 Workshops $4,199 + GST = $4,299 + GST = $5,168.90 DELEGATE 2 [FIRST NAME] [SURNAME] $4,618.90 $4,728.90 (SAVE $500) (SAVE $300) $ 4,399 + GST = POSITION Conference + 2 Workshops $3,899 + GST = $4,099 + GST = $4,838.90 $4,288.90 $4,508.90 EMAIL

(SAVE $400) (SAVE $200) DELEGATE 3 [FIRST NAME] [SURNAME] $ 4,099 + GST = Conference + 1 Workshops $3,699 + GST = $3,899 + GST = $4,508.90 $4,068.90 $4,288.90 (PHOTOCOPY THIS FORM FOR ADDITIONAL DELEGATES) POSITION (SAVE $400) (SAVE $100) $ 3,599 + GST = Conference Only $3,199 + GST = $3,499 + GST = $3,958.90 EMAIL $3,518.90 $3,848.90

ORGANISATION * 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. 2 WAYS TO SAVE! * All 'Early Bird' discounts require payment at time of registration and before the cut-off date in order to receive any discount. ADDRESS * Discounts do not apply to vendors/solution providers. IQPC reserves the right to determine who is a vendor. Book early for HUGE * Any discounts offered (including early bird and team discounts) are subject to availability and require payment at the time of registration. EARLY BIRD savings. POSTCODE * All discount offers cannot be combined with any other offer. ¨ Please send me ______set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90 Book as a TEAM, TELEPHONE ( ) FAX ( ) ($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only save & benefit as a team. APPROVING MANAGER [FIRST NAME] [SURNAME] ¨ Please keep me informed via email about this and other related events

NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment POSITION 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. EMAIL This card will be refunded once alternate payment has been received. o CHEQUE ENCLOSED FOR $ _____ (Please make cheques payable to: IQPC) PRIVACY - YOUR CHOICE Any information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will PLEASE CHARGE o American Express o Visa o MasterCard o Diners Club 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 CREDIT CARD NUMBER 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. ¨ I do not wish to have my details made available to other organisations AMEX 4 DIGIT CODE EXPIRY DATE

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