Queensland Events

Upcoming events

    • 17 June 2019
    • 11:00 AM - 12:00 PM
    • Webinar details will be confirmed closer to the webinar
    Register

    Defining Client Experience – what is it and what it is most definitely not:

    CX is often thought of in a relatively tactical, reactive way, yet the opportunity for professional services firms is immense. Often confused with Customer Service, which is only a very small part of CX, the experience your customers are having on a daily basis engaging with your firm is likely to be the single most powerful contributor to your success. 

    This webinar will highlight the key factors that come together to create the experience for your customers, whilst providing guidance on how you can start to develop a truly market leading customer experience. 

    The 10 Guiding Principles of CX:

    During this webinar, we will consider one of the most powerful of the 10 Principles Behind Great Customer Experience - Setting and Meeting Expectations, and why they are so important for Professional Services.

    Client Experience as an advantage – not a replacement.

    When CX can add real value? We’ll discuss the four key factors that impact sales and success: Proposition, Brand, Awareness and Client Experience. If the first three are weak then CX cannot act as a replacement. It cannot fix a substandard or poor proposition; it cannot be the only source of brand affinity; and it is not the most effective way of gaining market awareness. If the other factors are strong as they often are in Professional Services firms - then CX can be incredibly powerful.

    Why CX is so urgent in professional services firms – next to zero differentiation

    Aside from the colour of their logos, almost everything else in Professional Services is uniform. There are strong but similar propositions and capability; they are strong but similar brand affinities; and there is well established but similar market awareness. We will look into what the missing link is.

    How to better understand your customers – using design thinking to design great experiences.

    To provide a tangible starting position, this webinar will outline the four stages of great human centred design - and explain why it is so important to deeply understand what is really going on with customers before designing solutions. We’ll look at why business problems need to be so clearly defined and we’ll introduce the value of qualitative interaction - through ethnographic interviews and targeted observations - as a solutions to get this moving.

    Presenter details:

    Matt Johns
    As a qualified former under cover officer, Matt has spent a long time understanding what drives human behaviour. Matt uses his unique experience in the police and as the Acting Chief Strategy Officer at Deloitte to help firms develop a deep understanding of the experience they are currently creating for their customers.

    Matt believes the experience your organisation creates for your customers is one of the most powerful competitive advantages you can develop. Yet too many businesses are leaving this to chance and in many cases barely doing enough to keep up with their competition. Together with you, he seeks to understand how they truly feel and think, not just what they are prepared to say.

    From this base, he works with you to visualize the end to end experience by tracking the emotive journey of the customer and identifying opportunities to transform the experience. He guides you through a process of targeted ideation to design new, compelling experiences, including robust testing to ensure each new idea will have the desired impact. Ultimately, his goal is to help you design deliberate experiences for your customers that will create true competitive advantage.

    Event details:

    Date:  Monday, 17 June 2019
    Time:

    Auckland - 1:00 pm - 2:00 pm
    Sydney / Melbourne / Brisbane - 11:00 am - 12:00 pm
    Adelaide - 10:30 am - 11:30 am
    Hong Kong / Singapore / Perth - 9:00 am - 10:00 am

    Login Details: Webinar - login details to be sent to registrant closer to the webinar
    Price: ICON Member: AUD$40
    Non Member: AUD$60
    * Please note all invoices will be in AUD. 
    • 16 October 2019
    • 12:00 PM - 8:00 PM (UTC+10:00)
    • GHD, Level 8, 145 Ann Street Brisbane QLD 4000
    Register

    Everyone is talking about CX. And now we are too…

    As the B2B marketplace becomes increasingly competitive and differentiation becomes more challenging than ever before – the buzz around customer experience (CX) has only gotten louder. CX has emerged as not only a key driver for growth and differentiation in the B2B business world, but an essential component of business sustainability.

    Join us on Wednesday, 16 October 2019 and discover how to master CX in the rapidly evolving world of B2B marketing, business development, sales and communications.

    Over a number of forum sessions facilitated by CX experts and industry leaders we’ll be covering the cutting edge of B2B CX, exploring how to better understand clients and bring them positive and engaging experiences at every touch point and interaction in their journey with your brand.

    Event details

    Date Wednesday, 16 October 2019
    Time Conference:  12:00 pm to 6:00 pm 
    Cocktail party: 6:00 pm to 8:00 pm
    Forum Venue

    GHD, Level 8, 145 Ann Street Brisbane QLD 4000

    Pricing

    ICON Members AUD495 
    Non Members AUD795 
    ICON Members - Cocktail Party Only AUD85 
    Non Member - Cocktail Party Only AUD170 

    For group bookings (5 or more people) please contact our events team.

    ICON thanks conference sponsors:

     


Past events

23 May 2019 ICON Masterclass: Professional Services Pricing (Hong Kong)
20 May 2019 ICON Masterclass: Professional Services Pricing (Sydney)
10 May 2019 ICON QLD: The New Wave of Social Media: Insights from Social Media Marketing World
02 May 2019 ICON QLD: ‘Thirsty Thursday’ Speed Networking Event
21 March 2019 ICON QLD: B2B Growth Hacks from Startups & Side Hustles
26 February 2019 ICON Digital Decoded: Rethinking your digital marketing roadmap
05 December 2018 ICON QLD: CHRISTMAS TRIVIA NIGHT!
20 November 2018 ICON Digital Decoded: What’s your opportunity appetite?
12 November 2018 ICON QLD: Why data unites marketers and fee earners
18 October 2018 2018 ICON Australia & New Zealand Conference XQ Market Leadership
18 October 2018 2018 ICON Australia & New Zealand Conference: Breakfast Event - Using AI to deliver a standout B2B Experience
17 October 2018 ICON - Annual General Meeting 2018
22 August 2018 ICON QLD in partnership with Katanya presents: the Digital Decoded Series - Enhancing the customer experience through digital advancements
01 August 2018 ICON QLD: Sponsorships and Partnerships – What’s In It For You?
28 June 2018 ICON QLD: How to Use Client Experience and Empathy Mapping to Boost Client Insights
05 June 2018 ICON QLD in partnership with Katanya presents: the Digital Decoded Series - Masterclass in video production skills
02 May 2018 ICON QLD: “Self-promotion is not a dirty word” - Getting the right attention to progress your career
06 March 2018 ICON & beaton Webinar: Innovation – what clients want from law and engineering firms
01 March 2018 ICON 25th ANNIVERSARY CELEBRATION
11 December 2017 ICON study: Pursuing web performance - Complimentary session
07 December 2017 ICON QLD: Kick off the festive season at the annual ICON CHRISTMAS PARTY!
30 November 2017 ICON QLD: Next Steps - Silence is not always a virtue – how to get your good ideas heard
19 October 2017 ICON Australia & New Zealand Conference 2017
18 October 2017 ICON - Annual General Meeting 2017
10 October 2017 ICON QLD: The Future of Business
03 October 2017 ICON QLD: Tech Tools of the Trade
28 September 2017 ICON QLD: Next Step Session 3 - Sharpen your everyday business writing
20 September 2017 ICON QLD: Creativity, and how to do it!
12 September 2017 ICON QLD: Pumping up profit – how marketers can think & act like a CEO
31 August 2017 ICON QLD: Next Step Session 2 – Creating a career development action plan
17 August 2017 ICON QLD: The Art of Storytelling
26 July 2017 ICON QLD: Driving & Sustaining Key Account Management
30 May 2017 APSMA QLD: Learn to Make Your Own Video
14 March 2017 ICON QLD: Next Step Program 2017
14 March 2017 APSMA QLD: Next Step 1: Speed Mentoring
28 February 2017 APSMA QLD: Rethinking Your 2017 Digital Strategy
07 December 2016 APSMA Qld: Christmas Party - Celebrate The End of Another Busy Year
07 December 2016 APSMA Qld: Leveraging client insights
22 November 2016 APSMA Webinar: Client Centricity – How to Execute and Measure ROI
15 November 2016 APSMA QLD: Social Media – Finding Value in the Hype
27 October 2016 Australia & New Zealand Conference 2016 - Conference and Cocktail Party
26 October 2016 APSMA - Annual General Meeting 2016
19 October 2016 APSMA QLD: Next Step 4 - Leadership discussion: earning a seat at the table
12 October 2016 APSMA QLD: Shifting the Focus - Marketing ideas for Associates, Seniors and Managers
07 September 2016 APSMA QLD: Next Step 3 - Find your networking groove
27 July 2016 APSMA Webinar: What drives favourability? How have General Counsel and their legal teams been evolving?
30 June 2016 APSMA Qld: Digital Stream – Disrupt to survive. Innovate to thrive
23 June 2016 APSMA Qld Next Step: What does it take to be a person of influence
02 June 2016 APSMA Asia: 2016 Asia Conference - Navigate
27 April 2016 APSMA Qld: Digital Stream - Content Chaos, are you ready to disrupt?
21 April 2016 APSMA Qld: Next Step 1 Building resilience in times of change
21 April 2016 APSMA QLD: Next Step Program 2016
15 March 2016 APSMA Masterclass: Winning work in the age of procurement
09 December 2015 APSMA Qld: Kick off the festive season at the APSMA Christmas Party!
25 November 2015 APSMA Qld - Technical Toolkit Series: What winners do differently
28 October 2015 APSMA Qld: Next Steps - Project Management in Marketing
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