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Applying Data to Improve the Customer Experience

  • Holding Redlich 555 Bourke Street Melbourne, VIC, 3000 Australia (map)

We live in a world of increasingly demanding customer expectations, growing competition and continuous market disruption. No longer can companies differentiate on their products and services alone or rely exclusively on a traditional marketing strategy.

So how can you create a truly engaging customer experience – one that is personal, fast, easy and useful?

In this event we’ll be discussing how you can apply data and advanced analytics to improve the customer experience including:

  • Chatbots – to automate the experience and capture customer data
  • Personalisation – as opposed to segmentation
  • Integrating social media analysis
  • Adopting an agile approach – experiment and optimise

Ticket price includes drinks, light refreshments and a copy of the event report.

Panellists

Nigel Dalton - Chief Inventor, REA Group

Chief Inventor of REA Group, Nigel Dalton is a passionate lean and agile technology leader. Nigel has over 25 years of IT-related experience across government, multi-nationals and start-ups.

In 2007 he joined travel publisher Lonely Planet as General Manager of Information Technology, becoming Deputy Director of Digital (web and mobile businesses) in 2010. He has been involved in several startups, most recently co-founding a consultancy, Luna Tractor, to help organisations apply systems thinking, lean and agile software development techniques to all aspects of business.

Previously, Nigel held roles with AXA Australia, online human resource startup ePredix in the USA (now owned by SHL), as well as Silicon Systems and Mitsubishi Electric in New Zealand.

At REA Group Nigel heads up the REALABS team. This team are responsible for ensuring REA is ahead of the curve with future technology and social trends, both in the real estate space, and beyond.

Edward Crouch - General Manager, Lavender
Edward is built from a digital production background before stepping into the discipline of CX early in his career, working for agencies Clemenger BBDO, Ogilvy, M&C Saatchi and client side for Honda and MYER.

His experience stretches across the Finance, Health Insurance, FMCG, Automotive and Retail categories – working on the CX offering for brands including Mercedes-Benz, Nab, BMW, MYER, beyondblue, Australia Post and Medibank. Last year Edward joined Australia’s longest standing independent CX agency, Lavender, as the General Manager of their Melbourne office and earlier this year was a guest lecturer at Deakin University.

Mark Chatterton - Cofounder, inGenious AI
Mark is experienced in using technology to successfully drive change through large organisations using agile, innovative approaches. After years in the corporate world observing large enterprises sacrifice positive interactions with their customers by reducing customer service costs, he decided there should be a better solution. Now, driving the use of conversational interfaces that leverage A.I. and Machine Learning, Mark is enabling organisations to interact with their customers with an enjoyable one-to-one experience that can be scaled cost-effectively.
 
Mark co-founded inGenious AI to create a customer experience based on conversational language, as it’s the most natural interface for humans to use and understand. inGenious AI chatbots enable simple, familiar interactions via voice or text that people enjoy connecting with, and will change the way great customer service is perceived.

Venue partner - Holding Redlich

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