four-seasons-hotel-sydney-australia.jpgRegister now to apply for your space at our Connecting Customer Experience to Business Outcomes event. This evening event will be centered around best practice sessions and interactive discussions on key topics, including how you can can stay ahead and build your CX business case. 

Following the event, join us for an opportunity to network with analysts, industry experts and peers at our cocktail reception, which includes a celebration of Confirmit's 20th Anniversary.

Event Details: Four Seasons Hotel Sydney
                        199 George Street
                        Sydney, NSW 200001-sydney-harbour-photography-tour-944x450.jpg

Date/Time:      Tuesday, 24 May, 4:30pm onwards

                        Confirmit's 20th Anniversary
                        Celebration and Networking
                        Reception to follow after presentations

Best Practice & Thought Leadership Presentations by:  

Adam Geneave, Vice President, Customer Experience, Wyndham Hotels and Resorts

Thomas McCann, Senior Analyst, Forrester Research, Inc.

Jess Gill, Partner, Growth Mantra

Claire Sporton, Vice President, Customer Experience Management, Confirmit



Our Presenters:

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Adam Geneave 

Vice President, Customer Experience, Wyndham Hotels and Resorts

Adam is a customer experience veteran with more than 15 years' experience in frontline service, operational leadership and customer transformation roles, working across some of the region’s leading customer organisations.

Adam joined Wyndham in 2015 as Vice President, Customer Experience and is responsible for growing customer advocacy across each of Wyndham's Asia Pacific business arms, including Wyndham Hotel Group and two vacation clubs, WorldMark South Pacific Club by Wyndham and CLUB WYNDHAM ASIA®, where he leads the customer design, implementation, insights & care teams.

Prior to joining Wyndham, Adam worked for both Virgin Australia & Qantas Group airlines in Asia Pacific. His most recent role was Group Manager of Inflight Product & Experience for Jetstar Group where he led a number of transformational projects across all of Jetstar’s APAC airlines to drive a significant shift in its inflight performance. In over 13 years in airlines Adam won a number of international awards for innovative products designed by his team.

Adam is a Fellow of the Customer Service Institute of Australia, holds a Masters Degree of Aviation Management and is a regular conference speaker who is passionate about sharing his customer experience vision.


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Thomas McCann

Senior Analyst, Forrester Research, Inc.

Tom is a senior analyst serving Customer Experience Professionals. He has over 25 years' experience in the research, analysis, and design of digital and physical world experiences across a broad range of industries and environments within Australia and the US. His research interests include user experience, customer experience maturity, customer research and persona development, the business case for customer experience, and the role of employee engagement in driving and evolving the customer experience.

Before joining Forrester, Tom spent 13 years in various customer experience roles with Staples, researching and defining the customer experience for retail and online B2B and B2C customers. He also established a research team to evaluate the impact of product and packaging design on the customer's purchase experience and overall satisfaction with product usage. Previously, he provided consulting services to Australian businesses and government departments defining their customer and employee experiences across a variety of product and service delivery models, including interaction with online support systems, telephone-based systems, and customer-facing counter and support staff.

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Jess Gill

Partner, Growth Mantra

Jess has extensive experience in customer experience, marketing, research, innovation and strategic planning across a range of industries. She has worked for a number of Australia’s leading blue-chip companies and agencies in marketing and strategy roles including for Telstra, Macquarie Bank and Voyages Hotels & Resorts. 

Jess has a wealth of future-focused experience in business strategy, marketing, brand and product development, innovation and e-commerce and is a passionate believer that a differentiated, emotionally-engaging customer experience - regardless of the industry - delivers profitable business outcomes. Discovering what these experiences should be, then designing them is her specialty. Prior to her current role at Growth Mantra, Jess was Woolworths’ Director of Customer Experience where she was responsible for embedding customer insights into the business and driving collaboration across all business teams to redefine the approach to creating a branded customer experience.

Jess combines innate curiosity and enthusiasm to develop insights that can be embraced by organisations and readily implemented by staff with strong analytical capacity. Jess has a Master of Business Administration (MBA) from the Australian Graduate School of Management and is a member of the Australian Institute of Company Directors.


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Claire Sporton

Vice President, Customer Experience Management, Confirmit

Claire has specialised in customer feedback for well over 15 years. Claire has run programmes in the Financial Services sector, and more recently supported a wide range of organisations in the development and implementation of programmes that not only drive improvement in customer experience but deliver measurable business results. Claire’s passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for both their customers and the business as a whole.


 








Registration for this event is now closed