Event Overview
The Future CX Summit NZ aimed to equip CX leaders with the knowledge and tools needed to create memorable and meaningful customer experiences across the customer journey.
Co-located with the 6th Annual Future Contact Centre, 200+ attendees explored how to successfully utilise rapidly adapting technologies such as AI, to enhance customer engagement and drive operational excellence and efficiency across the organisation.
The event fostered valuable connections and shared insights through dynamic networking sessions, interactive breakout discussions, and engaging social events.
The summit succeeded in its objectives, promoting collaboration and active engagement between industry experts and sponsors and received an overwhelming amount of positive feedback, reflecting the positive impact it had on both attendees and sponsors.
Given the continued success and growth year on year, the Summit will return to Auckland in 2025, promising further insights and opportunities for the customer experience and customer service sector.
Key Sessions
Key Elements for a CX Strategy that Delivers on Both Customer Needs and Business Goals
Anna Livesey, Head of Customer Experience, ANZ
Rethinking CX Measurement Strategies: Moving Beyond NPS
Aviram Vijh, Former Chief Design & Experience Officer, Macquarie Group
Improving Productivity and Cost Savings without Sacrificing the Customer Experience
Cindy Chaimowitz, GM Wholesale & Customer Service, Foodstuffs North Island Limited
2024 Sponsors
Future CX Summit
Co-located Future Contact Centre Summit Sponsors
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Post Event Snapshot
Who attended in 2024?
Executive and Senior Management
(Chief Customer Experience Officer, CXO, CCO, Director of CX, Heads; CX, Customer Engagement, Transformation)
48%
Middle Management
(Manager CX, Customer Engagement, Transformation, Data Science and Analytics, Customer Care Manager, Channel Manager)
26%
Team Leads
(Customer Services Team Leader, Digital Customer Support Team Leader)
16%
Specialist Roles
(CX Champion, CX Specialist, Customer Insights Lead, Service Designer)
14%
Number of Delegates
103
Number of Accounts
56
Top Job Titles
-
Chief Customer Officer
-
General Manager
-
Head/Team Lead Contact Centre
-
Head/Team Lead Customer
-
CX Manager
-
Service Manager
Attendee Organisations
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ANZ
-
ASB Bank
-
Automobile Association New Zealand
-
Aviram Vijh
-
Ballance Agri Nutrients
-
Beyond BeanCounting
-
Blunt Umbrellas New Zealand
-
Bupa
-
Busy Bees Aotearoa
-
Chartered Accountants Australia and New Zealand
-
Digitas
-
Ebbett Group
-
Fisher Funds Management
-
Fletcher Living
-
Fletcher Residential
-
Fonterra
-
Foodstuffs New Zealand
-
Gallagher Group
-
Hato Hone St John
-
Hauraki District Council
-
Hill Laboratories
-
IAG
-
JB Hi Fi Group
-
Jones Lang Lasalle
-
Kainga Ora Homes and Communities
-
Kiwibank
-
Land Information Services
-
Medenterprises
-
Melanie Disse Consulting
-
Mercury New Zealand Limited
-
Ministry of Business Innovation and Employment
-
Ministry of Education
-
New Zealand Post
-
New Zealand Qualifications Authority
-
New Zealand Safety Blackwoods
-
New Zealand Trade and Enterprise
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NZME
-
Parkable
-
PlaceMakers
-
Ports of Auckland
-
Queenstown Lakes District Council
-
Restaurant Brands New Zealand
-
Sky
-
Skycity Entertainment
-
Stats NZ
-
Tower Insurance
-
Trade Me Group
-
TSB
-
Westpac New Zealand
-
Xero
-
Z Energy
-
Zip Co
Delegate Survey
Our 2024 delegate survey reveals the shifting priorities in New Zealand’s CX landscape, from tackling the complexities of digital and omnichannel communication to embracing emerging technologies like AI.
It also highlights the tools and solutions CX leaders are prioritizing to boost customer satisfaction, optimize interactions, and foster engagement in the year ahead
What is your organisation’s top strategic priority over the next 12 months to improve customer experience?
Increasing the use of technology to automate and personalise customer interactions
38%
Improving overall customer satisfaction and loyalty
25%
Expanding multichannel or omnichannel service offerings
17%
Enhancing employee engagement and performance to deliver better customer service
13%
Reducing operational costs while improving customer outcomes
10%
Strengthening compliance, privacy, and data security protocols
5%
What are the biggest challenges you face in delivering exceptional customer experiences in New Zealand’s public and private sectors?
Seamless digital and omnichannel communication
34%
Personalisation of customer interactions
27%
Staff retention and recruitment
22%
Improving customer satisfaction scores across different touchpoints
17%
What types of solutions are you most interested in exploring during this summit?
AI-powered customer support
28%
Omnichannel communication platforms
22%
Data analytics and reporting tools for CX improvement
17%
Workforce engagement and optimisation tools
14%
Personalisation
tools
11%
Advanced CRM systems
8%
How critical is the adoption of emerging technologies (e.g., AI, automation) in enhancing your customer experience strategy?
Very Important
65%
Somewhat Important
30%
Not Important
5%
Attendee Feedback
2024 Speakers
Cindy Chaimowitz
GM Wholesale & Customer Service
Foodstuffs North Island Limited
Prashant Bakshi
Chief Customer Officer
New Zealand Qualifications Authority
Aviram Vijh
Former Chief Design & Experience Officer
Macquarie Group
Moa Haar-Simmonds
GM - Service Operations
Mercury NZ
Bryan Ng
Chief Data & Analytics Officer
New Zealand Trade Enterprise
Anna Livesy
Head of Customer Experience
ANZ
Rhonda Rehman
GM, Member Services
Chartered Accountants Australia & New Zealand
Wendy Ballard
General Manager NZ
Zip Co
2024 Agenda
8:35
Opening Karakia
8:50
Chairperson’s Opening Address
Liz Pinfold Reed, CX Specialist
FUTURE PROOFING CX STRATEGY
9:00
Opening Keynote: Key Elements for a CX Strategy that Delivers on Both Customer Needs and Business Goals
Shaping customer experiences – what are the key tools and how are they deployed?
Why bringing CX into the decision-making flow is critical to delivery.
The role of behavioural science, customer testing and taking a digital 1st approach to understand customer needs & behaviours.
Anna Livesey, Head of Customer Experience, ANZ
9:30
Presentation: Quality at Speed – How to Deliver Great CX at Speed by Using Lean Concepts of Minimum Marketable Products
Using agile to implement small, rapid changes based on customer feedback for continuous improvement
How to apply lean to streamline processes, eliminate waste, and deliver value quickly
How to integrate design thinking to understand needs, prototype, and test for practical improvements
Prashant Bakshi, Chief Customer Officer, New Zealand Qualifications Authority
10:00
Keynote Panel: Harnessing AI and Data Analytics for Enhanced Customer Experience
Exploring how AI and data analytics uncover patterns and satisfaction drivers to enhance customer experiences
Implementing Data-Driven strategies for analysing customer data and deriving actionable insights to drive CX improvements
Strategies to navigate evolving technology landscapes and shifting customer expectations
How to gather actionable data in an environment where access to rich customer data isn’t readily available at both local and global level
Moderator: Melanie Disse, CX Specialist
Juliet Jacka, Head of Data & Analytics, Z Energy NZ
Terry Meadow, Head of Digital, Placemakers
Loren Howson, Research and Insights Lead, Sport New Zealand
10:45
Speed Networking
11:10
Morning Tea
IMPROVING THE CUSTOMER EXPERIENCE
11:30
Trivia
11:45
Interactive Breakout Sessions
Breakout A: Leveraging Unsolicited Feedback to Drive CX Improvements
Melanie Disse, CX Specialist
Breakout B: Fostering a Culture of Collaboration to Improve the Customer Experience
Jin Wan, Client Experience Manager, Fisher Funds
Breakout C: How to Utilise Customer Buying Behaviour to Enable the Business
Bridget McNeill, Head of Customer Journeys & Experience, Sky New Zealand
12:55
Networking Lunch
ELEVATING CX AND DRIVING EFFICENCY
2:00
Presentation: Driving Self-Service to Elevate the Customer Experience
Delivering the right technology solutions that enhance the digital experience and drive efficiency
Complementing a content-led self-service model with beautiful human support
Flipping the model from reactive support to proactive customer engagement
John Lee, Director of Customer Experience, Xero
DESIGN THINKING FOR CX INNOVATION
2:30
Panel: Designing for Emotion: Creating Memorable and Meaningful Customer Experiences
Identifying key touchpoints and moments in the customer journey where emotional connections can be fostered
Storytelling Techniques: Crafting narratives that resonate with customers' emotions and values to enhance engagement
Incorporating prime cx elements to create immersive experiences that leave a lasting impact
Moderator: Ashleigh Whitmore, Creative AI Lead, Global Brand, JLL
Jonathan Barnett, Head of Experience Design | Lending and NPS, ASB Bank
Nicola Chrisp, Head of Customer Engagement, Toitū Te Whenua Land Information New Zealand
Meghan White, General Manager, Service Design and Implementation, Te Pou Ohumahi Mātauranga | Education Workforce
3:15
Afternoon Tea
3:45
Interactive Mini Workshop: Rethinking CX Measurement Strategies: Moving Beyond NPS
Why, despite best efforts, do bad customer experiences persist?
Who should measure what and who should be concerned with what?
How Macquarie Bank redid their CX measurement framework
The bonhomie between Design and CX
Aviram Vijh, Former Chief Design & Experience Officer, Macquarie Group