The customer experience training course designed specifically for CMOs, by CMOs.
Curated and presented by CMOs, this ADMA CX course brings together all the critical pieces you need to know about customer experiences in the age of information excess.
CX (customer experience) is not one thing, it’s all the different ways the customer experiences your brand and business. This course, curated by chief marketing officers (CMOs), brings together all of the critical pieces that are demanded of CMOs today in delivering customer experience - the holy grail of marketing – giving you real clarity on how to apply these insights to your business.
Join in-demand business leaders and hear from CX experts on their struggles, learnings and achievements and learn ways to benchmark your organisation on your CX progress to propel you forward faster.
Duration: 1 day intensive (8.30am - 5.00pm). Course dates are subject to change depending on enrolments
Learn to:
- Design a customer-centric organisation to accelerate growth and boost profits
- Measure and optimise customer experiences
- Identify challenges to a customer experience approach and how to tackle them
What the course covers
Next practice marketing – inside out & outside in
- What is it and why should I know about it?
The CX led organisation:
- Emerging organisational designs for customer centricity (even with cost cutting)
- The 4 steps to achieve CX “outside in” organisation design; the org chart being the last step
- Leveraging culture to accelerate business change post restructures
- New models for team competency acceleration & career path development
Connecting commerce & CX with the P&L – how to manage the short term & business transformation at the same time
- How markets are blurring and defining your business & customer for the future
- New CX business metrics: how you can balance old and new, lead & lag
- Engaging your Board on CX metrics that make sense with the P&L
- Balancing short-term results with transformation: getting the balance right
Media: the true customer cost due to lost transparency - what you are really paying, and what you can do about it
- Context and history of media transparency issues – why the industry is so broken
- What practical actions you can take to resolve
- New relationships to be involved in technology & major media owners
- Emerging Martech – implications for future partners
The future with data fuelled insights & scaleable personalisation
- Best in class data use, insight generation and measurement
- Scaleable personalisation as the end goal
- Martech stacks – why some become systems rather than generating insights
- Upskilling your teams as part of the program
Creating a customer first culture by design; from the inside out
- Why leadership can’t be automated
- Reputation failure: the cost of misaligned values and behaviours
- The CX change leader – your leadership brand
- Creating resilience: preventing change fatigue & burn out
Guest speakers
Please note guest speakers will be split across two locations, more information will be confirmed shortly.
- Guest speaker
Trisca Scott-BranaganHead of Marketing, Institutional | ANZ
Trisca Scott-Branagan was awarded the Marketing Executive of the Year in 2017 by CEO Magazine, and is ranked one of the top 10 most innovative CMOs in Australia in 2016 and 2017 by CMO Australia. Her current role is Head of Marketing, Institutional at ANZ Bank.
- Guest speaker
Barni EvansCEO (designate) | SportsBet
Barni has held several positions at Sportsbet prior to his appointment as CEO including Marketing Director, CMO and most recently, Chief Commercial Officer where he was responsible for all Commercial functions including Marketing, High Value Customers, Martech, Risk and Trading.
- Guest speaker
Phil OtleyPartner, Digital Experience | PwC
Philip has been described as a ‘growth engineer’, both for his Clients and for the companies he’s worked with in leadership positions. He’s successfully combined strategic and creative approaches to achieve organic and M&A driven growth, transform operating models and build culture and capabilities to sustain revenue and profit uplift.
- Guest speaker
Ben WalkerGroup CEO & Founder | Shopper Media Group
Ben Walker founded his own business, Shopper Media Group, after rising through the ranks of long established outdoor advertising company oOh! Media. Recognising that the Australian market lacked an intelligent shopper-centric digital retail media solution he decided to address this by establishing Shopper Media Group in March 2015.
- Guest speaker
Ian PerrinChief Accelerator (ex CEO of Zenith Optimedia) | SPEED
Ian is an award-winning media strategist who has experience at creative, strategy and media agencies across three different continents. In 2016 Ian launched his own agency, Speed, in partnership with the Clemenger Group.
- Guest speaker
Phil LynchVP Commercial Growth & Innovation for Asia Pacific | Johnson & Johnson
Phil’s career with Johnson & Johnson spans more than 30 years and encompasses Consumer Marketing, Sales and General Management roles in the Middle East, Korea, Thailand and Singapore.
- Guest speaker
Mark ReinkeChief Customer Experience Officer | Suncorp Group
With 30 years’ experience across Banking, Telecommunications, Technology, Insurance and Packaging industries in Australia and the United States, Mark has worked at the coal face of customer experience and digital transformation, bringing a strategic but pragmatic view of both the opportunities and the challenges.
Who should do this customer experience training course?
- High-calibre, high-potential commercial marketing leaders
- Minimum 10 years' experience in marketing or business leadership
- CMOs, Chief Customer Officers, Marketing Directors, Digital Marketing Leaders, Senior Marketing Leaders
- Senior Commercial leaders who would gain from a deeper understanding of CX and next practice marketing. e.g. Sales, Finance, Customer Experience, Data & Analytics
- Individuals who are prepared to learn and share their own learnings
CX for CMOs was developed in partnership with:
