Victoria 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. 
    • 26 June 2019
    • 9:00 AM - 5:00 PM
    • Maddocks, 25/727 Collins St, Melbourne
    Register


    In 2018 we reimagined our conferences. ICON XQ: Market Leadership was so well received, we're bringing a one day version to Melbourne on Wednesday, 26 June 2019.

    Speaker details will be released soon, but in the meantime, please save a space in your diaries for this innovative conference that will challenge your thinking on what makes us global market leaders and innovators and how we can use this knowledge to become better leaders.

    Five intelligence (Q) streams, each an important component of the market leadership puzzle. We aim to arm you with the insight and knowledge to master leadership in the ever evolving B2B landscape.

    1. XQ - the NeXt intelligence

    Sessions that answer what’s next? What our experts see happening now and on the horizon for us as an industry and as professionals. Topics will see audiences treated to an understanding of what’s making new waves and a glimpse into the future of B2B marketing, communication and business development.

    2. CQ - customer intelligence

    Sessions focused on engaging with, and better understanding, clients and customers. Session topics include: How to cultivate a team of relationship builders, identifying and capturing your target audience, best-in-market client engagement strategy & programs AND MORE.

    3. MQ - market intelligence

    Sessions built around mastering the evolving market and B2B landscape. Sessions topics include: How to better understand your organisation’s identity and offering, discovering and defining the sales landscape in your organisation, product and solution differentiation AND MORE.

    4. BQ - business intelligence

    Sessions addressing strategy, planning and organisation know how. Session topics include: Leading & inspiring your team to achieve greater success, programs and campaign strategy, stakeholder management AND MORE.

    5. TQ – technology intelligence

    Sessions covering the latest technology and digital tools, trends and strategies. Session topics include: measurement and data, social media, emerging technology AND MORE.

    Event details

    Date: Wednesday, 26 June 2019
    Time: 9:00 am to 5:00 pm
    Forum Venue: 

    Maddocks, 25/727 Collins Street, Melbourne

    Cocktail Party Venue: WOOLSHED
    Central Pier, Shed 9 

    161 Harbour Esplanade, Docklands, 3008

    Pricing

    ICON Members AUD750 
    Non Members AUD1,125 
    ICON Members - Cocktail Party Only AUD60 
    Non Member - Cocktail Party Only AUD100 

    Cocktail Party venue and details to be confirmed. 

    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)
14 May 2019 ICON Digital Decoded: Masterclass in video production skills
11 December 2018 ICON VIC: Next Step session 2 - Proposal writing workshop – Writing a persuasive proposal
05 December 2018 ICON VIC: How to Use Client Experience and Empathy Mapping to Boost Client Insights
14 November 2018 ICON VIC: The power of process: How to improve your writing
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
11 October 2018 ICON Digital Decoded: Machine Learning – an introduction, for humans
20 September 2018 ICON VIC Connect Networking Lunch – Pivoting the pursuit
19 September 2018 ICON VIC: Annual Trivia Night
14 September 2018 ICON VIC: Next Step session 1 - Pathways to progressing your career
30 August 2018 ICON VIC Connect Networking Lunch – Be one with the customer
23 August 2018 ICON VIC: Impact Matters - How do you gain the competitive edge in your next Presentation?
21 June 2018 ICON VIC: Connect Networking Lunch – An event for events people
10 May 2018 ICON Melbourne Forum 2018 Cocktail Party
10 May 2018 ICON Melbourne Forum 2018 – full day event plus cocktail party
19 April 2018 ICON VIC: Connect Networking Lunches – Full schedule available now!
10 April 2018 ICON VIC: Converting contacts into contracts
06 March 2018 ICON & beaton Webinar: Innovation – what clients want from law and engineering firms
01 March 2018 ICON VIC: 25th Anniversary Celebration
01 March 2018 ICON 25th ANNIVERSARY CELEBRATION
19 February 2018 ICON VIC: Advanced Program – how US firms are responding to disruption
11 December 2017 ICON study: Pursuing web performance - Complimentary session
19 October 2017 ICON Australia & New Zealand Conference 2017
18 October 2017 ICON - Annual General Meeting 2017
10 October 2017 ICON VIC: Next Step Session 5: Getting sh*t done: Project Management and Achieving a Good Brief
10 October 2017 ICON VIC: 2017 Next Step Program
20 September 2017 ICON VIC: Getting Things Done®: Increase your productivity while reducing stress
14 September 2017 ICON VIC: 2017 VIC Trivia Night SOLD OUT!!
13 September 2017 ICON VIC: Next Step Session 4: How to Form a Strategic Mindset, Starting at Your Desk
01 September 2017 ICON VIC: Mentoring Program and Launch Party
24 August 2017 ICON VIC: Connect Networking Lunch - Content Managers
09 August 2017 ICON VIC: Next Step Session 3: Life Without A Capability Statement
12 July 2017 ICON VIC: Next Step Session 2 - Building your Career Path: The Good, the Bad and the Ugly Panel Discussion
21 June 2017 ICON VIC: 2017 Next Step Program Session 1
15 June 2017 ICON Melbourne Forum 2017: Full Program and Schedule, Cocktail Party Only Tickets
04 May 2017 APSMA VIC: Connect Lunch | Client Feedback
19 April 2017 APSMA VIC: eDM - Getting it right and getting it read in 2017
22 March 2017 APSMA VIC: Shifting the Focus - Marketing Ideas for Associates, Seniors and Managers
16 March 2017 APSMA VIC: Connect Lunch - Client Relationship Managers
09 March 2017 APSMA VIC Committee: Connect Lunch - Communication Managers (Internal)
30 November 2016 APSMA VIC: Christmas Party 2016!
22 November 2016 APSMA Webinar: Client Centricity – How to Execute and Measure ROI
17 November 2016 APSMA VIC: Toolkit Series – Client Panel.
27 October 2016 Australia & New Zealand Conference 2016 - Conference and Cocktail Party
26 October 2016 APSMA - Annual General Meeting 2016
13 October 2016 APSMA Vic: Advanced Dinner
13 October 2016 APSMA VIC: Connect Networking Next Step Lunch
15 September 2016 APSMA VIC: Connect – Tender/Bids Lunch
14 September 2016 APSMA VIC: Next Step - Building your professional network
08 September 2016 APSMA VIC: Connect - Small firm BD and Marketing Managers
31 August 2016 APSMA VIC Toolkit series: Partnering for success - The joys and challenges of multi-firm pursuits
18 August 2016 APSMA VIC: Connect - Digital Marketing
09 August 2016 APSMA VIC: Next Step - All about the dollar$: Financial and business acumen
27 July 2016 APSMA Webinar: What drives favourability? How have General Counsel and their legal teams been evolving?
27 July 2016 APSMA VIC: Positioning Stakeholders as Thought Leaders – How to Use Social Media to Maximise Success
21 July 2016 APSMA VIC: Connect - Event Organisers and Event Marketers
21 July 2016 APSMA VIC: Connect - Networking Lunches
12 July 2016 APSMA VIC: Next Step - Business writing
01 July 2016 APSMA VIC: Mentoring Program
07 June 2016 APSMA Vic: Next Step - Tendering 103: Winning work
02 June 2016 APSMA Asia: 2016 Asia Conference - Navigate
11 May 2016 APSMA Vic: 2016 Next Step Program
11 May 2016 APSMA Vic: Next Step - What you wish you had known - panel session
05 May 2016 APSMA Vic: Trivia Night 2016
19 April 2016 APSMA Vic: Toolkit Session - Mindfulness
17 March 2016 APMSA Vic: Digital: Choosing the right digital channel for your campaign
15 March 2016 APSMA Masterclass: Winning work in the age of procurement
09 March 2016 APSMA Vic Toolkit - The Good, the Bad, and the Ugly: Navigating Corporate Politics
19 November 2015 APSMA Vic: Christmas Party 2015!
12 November 2015 APSMA Vic: Digital Series - The ABC's of SEO
14 October 2015 APSMA Vic: Implementation of Client Feedback Methods - A pragmatic approach to client surveys
30 September 2015 APSMA Vic: Implementation of Client Feedback Methods
30 September 2015 APSMA Vic: Implementation of Client Feedback Methods - Best Practice Client Feedback
09 September 2015 APSMA VIC - Next Step 6 The art of tendering
27 August 2015 Postponed: APSMA NSW - Thirsty Thursday Reconnect with your colleagues!
26 August 2015 APSMA VIC - Digital Series Social Media Marketing: Maximise your digital ROI and utilise sophisticated digital selling with sponsored social media activity.
18 August 2015 APSMA VIC - Short Black series Dîner en Blanc: Building an event from the ground up
05 August 2015 APSMA VIC - Next Step 5 Embrace the benefits of social media as a marketing tool
31 July 2015 APSMA VIC - Winter Drinks 2015!
23 July 2015 APSMA VIC - Digital Series: Engaging with your Digital Customer
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