transform customer experiences
PARTNER CONTENT | Events

In Person Event

Event: Transform your CX — learn from the experts at NAB, Vodafone NZ + nib

Sponsored by

amazon web services

SYDNEY
Oct 25
3PM – 6PM
Cliftons Spring St
Level 3/10 Spring St,
Sydney NSW

MELBOURNE
Oct 27
3PM – 6PM
Cliftons Freshwater Place
Level 18, 2 Southbank Boulevard,
Southbank VIC

Think about the last time you had an amazing experience as a customer — how did that experience make you feel? Did you tell anyone about it? And did you return?

Prioritising customer experience is the key to customer retention and growth. After all, creating a great experience is what brings customers back.

But what makes a great customer experience? And what tools and platforms provide connected and useful and memorable experiences?

At these in-person events, on October 25 in Sydney and October 27 in Melbourne, you’ll have the opportunity to hear stories from NAB, Vodafone NZ and nib about their customer experience journeys and how you can leverage tools such as Amazon Connect to accelerate innovation in your business.

This free event is designed to give you the opportunity to dive deeper into what can be possible in delivering customer experiences, with the added bonus of networking with your peers.

Agenda

3:00PM       Delegate arrival and registration
3:30PM       Opening
3:35PM       Deloitte keynote
3:55PM       AWS keynote
4:15PM        CX panel with NAB, nib, Vodafone NZ and Deloitte
4:55PM       Wrap up
5:00PM       Networking canapes and drinks
6:00PM       Event end

Hosts
Emma Alberici
Principal Consultant
Derwent
Host at the Sydney Event
Emma Alberici is a principal consultant, journalist and best selling author. During her 30 years in the media, Emma excelled in her reporting on finance and foreign affairs. Most recently she carved a stellar career in public broadcasting where she was the ABC 7:30 Report finance editor and then Europe correspondent during the GFC. After six years, Emma was promoted to chief economics correspondent. Emma is now a principal consultant, assisting organisations with media relations, content generation and promotion.
Jeanette Cheah
Founder and CEO
HEX
Host at the Melbourne Event
Jeanette Cheah is the founder and CEO of HEX, an award-winning and impact-focused EdTech company that grows the exponential intelligence of the future workforce, through skills and mindset-based programs for students. Recently listed as one of Australia’s Top 100 Innovators, she is also a regular guest lecturer, keynote speaker, and an advocate for tech inclusion and diversity in business worldwide. Jeanette has represented Australia at the G20 Young Entrepreneurs Alliance in Argentina, was a Telstra Business Women’s Awards finalist, and in 2021 was named a 40 Under 40 Most Influential Asian-Australian, winning the category for Entrepreneurship.
Speakers
Pasquale DeMaio
Vice President
Amazon Connect
Keynote Speaker at Sydney & Melbourne
Pasquale is the Vice President of Amazon Connect, which is Amazon Web Service’s self-service, cloud-based contact center based on the same technology used by Amazon customer service associates around the world to power millions of customer conversations. Pasquale led the effort to bring Amazon Connect from an Amazon-wide customer service tool to a publicly available Service from AWS.  He has 20 years of experience in delivering world-class B2B and B2C products. Prior to Amazon Connect, Pasquale has worked on machine learning, augmented reality, maps, and mobile. His specialties include operating SaaS at scale, delivering great customer experiences, and UX and technology innovation.
Michelle Crain
Cognitive CX Director
Deloitte
Keynote Speaker at Sydney & Melbourne
Michelle is a Director within Deloitte’s Consulting practice and has over 15 years of experience in customer engagement ecosystems and transformations. Michelle is a specialist in providing customers with planning tools and solutions for successful customer engagement. She has deep experience in contact centre technologies, customer engagement strategy, human-centred design for CX, channel strategy, and AWS cognitive CX solutions.
Simon Stefanoff
Digital Contact Centre Lead
Deloitte Digital
Keynote Speaker at Sydney & Melbourne
Simon is a Principal at Deloitte Digital. He has over 18 years' experience designing and delivering innovative, customer-focused solutions for organisations across Australia, the UK, and Europe. Simon leads the Digital Contact Centre practice for Deloitte Digital Australia and takes a customer-first approach to contact centre transformation, helping clients create omnichannel assisted service experiences that leverage the best of AI and human workforces.
Beck Condon
Senior manager and product owner
NAB
Appearing at Melbourne
Beck Condon is currently a senior manager and contact centre product owner at National Australia Bank (NAB) — one of the big five banks in Australia. With three decades of senior leadership roles in the banking and technology industry, partnering with BNZ, Beck was perfectly positioned to lead NAB’s transformational journey to Amazon Connect. Over the last four years, she has overseen the successful delivery of a new telephony platform — leveraging an integrated softphone, Smart IVR, Custom Polly, Reporting and Admin Portal capabilities, to over 4,000 agents across 42 businesses. Beck’s role was critical to delivering on NAB’s strategic goals of simple and digital, whilst continuing to deliver a dynamic and personalised customer experience. In her role as contact centre product owner, Beck will continue to deliver on the foundations of Amazon at NAB to ensure the best outcomes for customers and colleagues.
Kris Thornley
Head of channels technology
Vodafone NZ
Appearing at Sydney & Melbourne
Kris is the current head of channels technology at Vodafone NZ. Over the past three years, Kris has been instrumental in driving the omni-channel adoption of Amazon Connect across Vodafone’s previously fragmented voice, chat, async, and social channels. Driving this change has been a laser focus on data-centric design and optimisation facilitated by modern agile ways of working and automation.
Mark Baylis
Executive direct
NAB
Appearing at Sydney
Mark is a digital, marketing and care operations leader with repeated success leading large scale transformation and strategic delivery that delivers customer experience improvement and business results. Passion for developing people to be their personal best.
Matt Paterson
Group chief operations officer
NIB
Appearing at Melbourne
Matt joined nib in 2020 as group executive business services with responsibility for operational contact centres and claims functions across the group. Matt has over 20 years’ experience spanning customer service, financial services, telecommunications and consulting and he was awarded the AFR Boss ‘Young Executive of the Year’ Australia (2009) and customer service institute of Australia ‘Leader of the Year’ Australia (2007) for his expertise.
amazon web services
Amazon Web Services

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally.

Deloitte

At Deloitte, we are driven to create an impact that matters at every opportunity. Over our 175-year history, we have built a reputation for impactful delivery across audit and assurance, consulting, financial advisory, risk advisory, tax, and technology services. Today's environment of accelerating change requires creative problem-solving generated by the fusion of different disciplines. Deloitte’s multi-dimensional approach addresses the breadth of perspective needed to deliver breakthrough solutions. We connect the talents of more than 310,000 professionals and our IP and technology alliances–collaborating to drive impact.
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