ICON Brisbane Forum 2019: Mastering CX

Wednesday, 16 October 2019

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 16 October 2019 and discover how to master customer experience (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.

Forum agenda

TimeDuration Session
11:45 am - 12:15 pm30 mins Registration and networking lunch
12:15 pm - 12:25 pm10 minsWelcome
12:25 pm - 1:55 pm90 minsCutting through with CX, Rob Dew, Coriolis Innovation
1:55 pm - 2:55 pm60 minsDefining your aspirational client experience, Emily Verstege, ARTD Consultants
2:55 pm - 3:10 pm15 minsWorking afternoon tea
3:10 pm - 3:55 pm45 minsCX unlocked, David Goener, Beaton
3:55 pm - 4:55 pm60 minsCX expert panel session, Fraser McNaughton, GT; Kate Crowley, AECOM; Matt Johnson, Turner Townsend Thinc; Craig Mauger, QBE
4:55 pm - 5:40 pm45 minsMastering CX, Ryan Stuart, Kapiche
5:40 pm - 5:50 pm10 mins Wrap up
6:00 pm - 8:00 pm120 mins Cocktail Party at the Boom Boom Room

Meet our speakers:

Cutting through with CX workshop 
Dr Robert Dew from Coriolis Innovation:

You might be surprised to learn what CX is really all about. It’s not about beguiling rich, dumb customers (but it’s smart to choose some customers and help them feel good). It’s not about building a brand (but good CX does help with building brand equity). Great CX is about achieving cut-through. Cut-through comes from leveraging psychology to find experience insights. Insights support CX innovation, and like all other forms of innovation, the returns on CX innovation are independent of investment scale. In this workshop you will learn:

  • What CX is and why it matters
  • Understanding the 3 different levels of CX
  • How to structure for level 1 CX (hygiene factors)
  • How to manage for level 2 CX (pain point reduction)
  • How to innovate for level 3 CX (becoming remarkable)
  • What you should do tomorrow back at work…

About Robert:

Dr Robert Dew is an Innovation Management consultant with 20 years’ experience structuring companies for growth as the principal of Coriolis Innovation.

He has worked for large firms helping them innovate including Advisian (a division of Worley Parsons), Youi, KLM Asia, Thiess and Flight Centre. As a Senior Consultant with the Strativity Group he has worked with clients to improve their Customer Experience including Colonial Financial Services, Commonwealth Bank, Commsec, G8 Education, Australia Post, Seek, Janssen Pharmaceuticals (Australia and Korea), Super Retail Group (including Supercheap Auto and Rebel Sports), CBUS, IRT, Bankwest and Volvo Group Australia. He is an active Business Angel, having been involved in more than 50 start-ups. As a Visiting Professor he lectured MBA’s at 8 universities across Europe, Asia and Australia, in Competitive Strategy, Entrepreneurship and Creative Problem Solving.

Robert is a Doctor of Philosophy (Organisational Creativity), has a Master of Business Administration and a Bachelor of Applied Science (Physics). He has served as Chair of the Advisory Committee for the International Society for Professional Innovation Managers and is currently on their Scientific Panel. He is the author of Customer Experience Innovation – How to get a lasting market edge published in 1998 by Emerald Publishing.

CX unlocked
David Goener from Beaton:

Few would debate the importance of creating a positive client experience but many struggle to build a clear picture of what it really looks like from the client’s side of a transaction.

For the past 15 years, Beaton has researched and studied insights from the clients of Australian professional services firms to uncover a deep understanding of their experiences, attitudes and drivers.

Armed with this powerful insight David will share what’s most important when considering a client’s touchpoints and how they influence experience including; a typical client journey, the aspects proven to have the largest impact on client satisfaction and the proven key drivers of NPS and repeat business.

About David Goener:

David is a partner at Beaton, with more than 19 years’ experience in professional services. At Beaton, David advises clients on business strategy, partner performance management and pricing.

Prior to joining Beaton, he held leadership positions at Queensland’s largest professional service firms, BDO and McCullough Robertson.

David is a Graduate of the Australian Institute of Company Directors (AICD) and a Fellow of the Financial Services Institute of Australasia (FINSIA), he holds a B.Com and a Certificate in Financial Markets.

Defining your aspirational client experience workshop
Dr Emily Verstege from ARTD Consultants

Australian professional services firms are undergoing profound change. Power traditionally held by a few is being challenged by the emergence of more agile, technology-driven and customer-focused consultancies. To remain viable, professional services firms must deliver exceptional client experience.

But what does exceptional client experience look like? How can we encourage and support client-focused practices and behaviours in a traditional business model? And how can we get clear on how our clients feel about the experience of working with us? In this practical workshop, Dr Emily Verstege will show you how to tap into your firm’s essence, to define your aspirational client experience, share strategies for encouraging client-focussed practices and offer insights on best practice measurement.

About Dr Emily Verstege:

Dr Emily Verstege is obsessed with client service. Emily is an expert at capturing and integrating client perspective into strategy and governance frameworks.

As a (reformed) research academic, tech start up survivor and public policy consultant, Emily has more than 10 years’ experience working with some of Australia’s largest government agencies and professional services firms to put people first. It’s her job to answer the questions, ‘Did this matter to the people who matter most?’ and ‘How can we do better?’

Emily’s work creates impact because of her deep and constant curiosity, and ability to connect information with people. She’s great at taking complex information and making it simple and easy to action. Some of Emily’s clients include the Department of Justice and Attorney-General, Ausnet Services, NSW Family and Community Services and CPA Australia.

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.

Mastering CX with the experts Panel session:

Join our panel of experts as we tap into their real-world experience and niche CX expertise to explore best practice, digital enablers, deep industry insights, and what the future holds for the evolving world of CX in professional services.

You’ll also have the opportunity to ask your burning CX questions during what is promised to be a robust an insightful discussion of professional services CX.

Panel members:

  • Kate Crowley
    Head of Customer Experience, Australia and New Zealand, AECOM
  • Fraser McNaughton
    Chief Marketing Officer, Grant Thornton
  • Matt Johnson 
    Associate Director, Tuner & Townsend Thinc

  • Craig Mauger
    Head of Sales & Relationship Management – QLD, QBE Insurance

Closing Session: Mastering CX
Ryan Stuart from Kapiche:

In Ryan’s session, he’ll cover the cutting edge of B2C CX, sharing stories from the front lines and some of the best practice techniques being used. He'll also cover the strategies being deployed by one innovative young B2B tech company and give some practical CX pointers we can all take back to our own work places.

About Ryan Stuart:

Ryan is CEO at Kapiche, a Brisbane based technology start-up building a new business intelligence product for customer-centric companies. Kapiche is revolutionising business intelligence to create a world where organisations make human-centric decisions and every voice is heard.

Companies around the world from Brisbane to Silicon Valley use Kapiche to quickly understand and act upon customer opinion and make better decisions through data and technology. Ryan’s background is in software engineering, but these days he spends most his time talking to CX leaders at B2C organisations.

Cocktail party

Join us for drinks, canapes and great company at Brisbane’s most opulent basement bar – the Boom Boom room.

Event details

Date: Wednesday, 16 October 2019

Forum: 12:00 noon to 6:00 pm
Cocktail party: 6:00 pm to 8:00 pm

Venue:GHD, Level 8, 145 Ann Street
Brisbane QLD 4000


ICON Members $495
Non Members $795
ICON Members - Cocktail Party Only $85
Non Member - Cocktail Party Only $170

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

ICON thanks conference sponsors: