The CX Dinner

An exclusive dinner discussion for heads of customer experience of prominent firms based in Australia

Hosted by Zendesk, The CX Dinner was set up to offer a relaxed and intimate forum for C-level executives of prominent firms in Australia to discuss, debate and share experiences over a fine dining experience.

Our discussions were very much inclusive and involving all the wealth of experience from the senior peers in the room.

You can find some pictures and videos of past events on our Instagram page: @ortus.club. All discussion abide by Chatham House Rules.

Heads of customer experience of prominent firms based in Australia.

Attendance was by invitation only and was free for those invited.

The Future of Customer Experience in Australia

Creating a personalised service and delivering a seamless customer experience over multiple channels is something that consumers now expect from companies. With the amount of data available across all sectors, robotics and machine learning can play a key role in achieving customer loyalty.

Automating customer interactions by using bots to send out a returns policy, predicting whether a customer is at risk of having a bad experience or routing a customer request to the correct agent are all things that can be implemented to improve customer experience.

We discussed:

  • What are companies in Australia doing to bring omnichannel experiences to life?
  • What is the role of machine learning and data in developing trust and loyalty?
  • What are the best examples of companies that are doing CX really well?

6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from Zendesk
7:10 pm: Discussion instigated by the speaker and continued by the group
7:45 pm: Starters served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert

Alice Manners
Chief of Digital, Marketing and Product, Cash Converters

Alice is a senior marketing and digital specialist with more than 20 years of experience working across the Asia Pacific region in a range of leadership roles in companies such as The Interactive Advertising Bureau (IAB), Group M Interaction and MOne Asia Pacific. Alice holds a Masters in the University of Sidney, is also a regular speaker at industry events and was voted as one of Australia’s top 30 Women in Media in B&T’s Awards in 2014 and 2015.

131 St Georges Terrace, Perth WA 6000, Australia

Wednesday, 11th of July 2018

The Heritage Wine Bar, Perth

Attended by:

CIO at P&N Bank

CTO at Horizon Power

CDO at St John of God Health Care

CSO at Lionel Samson Sadleirs Group

Head of Digital & Creative at The University of Western Australia

Head of Digital CX at HBF Health

Head of Digital Transformation at Catholic Education Western Australia

Head of Marketing & Digital at APM

Head of Member Engagement at HBF Health

Regional General Manager at Westpac

Senior Manager Digital UX at RAC WA

General Manager of Digital Transformation at Water Corporation

General Manager of Marketing & Brand at The Bethanie Group

General Manager of Technology at WesTrac Cat

General Manager of Residential Services at The Bethanie Group

Digital Marketing Manager at Tourism Western Australia

Relationship Manager SME at Commonwealth Bank

Strategy & Programs Manager at AFG Australian Finance Group

Manager at City of Cockburn

Manager of Customer & Member Services at City of Cockburn

Manager of Digital Strategy & Transformation at Accenture

Customer Outcome Owner at Bankwest

Hosted by:

OrtusClubThe CX Dinner