Customer Experience Summit NSW 2023: Is evolution now the new transformation.

06 April 2023 min News

The Customer Experience (CX) Summit New South Wales brought experts and professionals from various industries to discuss and share their own insights on customer experience and network in person.

The event was a success with over 115 CX professionals attending and networking throughout the day. In today's highly competitive markets, providing a personalised experience to customers across all touchpoints has become increasingly important. With digital accessibility becoming the norm, meeting customer demands has become more challenging than ever. To remain competitive, delivering an  optimised and frictionless customer experience is no longer an option but a must-have. 

In recent years, there has been a massive increase in the adoption of customer experience (CX) design and implementation across organisations. The focus on CX is driven by the constantly evolving and increasing demands of customers. The ability to deliver an exceptional customer experience has become a crucial differentiator for businesses, providing a significant competitive advantage. 

The 2023 Customer Experience Summit brings together senior leaders from leading organisations to discuss strategies for enhancing the customer experience. The summit provides a platform for CX professionals to discuss how to achieve continuous executive buy-in for improved customer satisfaction and business outcomes. Businesses gain key insights into how to improve their customer experience strategies and stay ahead of the competition.

During the event, attendees heard from keynote speakers, panel discussions, and interactive sessions. The topics covered at the summit can range from  customer experience strategies, designing  customer-centric processes, implementing customer feedback programs, and leveraging  technology to enhance customer experience. 

Digital CX Evolution for the fastest growing University 

Our very own Head of MarTech, Benni Lucas, and UX Designer, Laura Smith took to the stage with our client, Maricel at Torrens University for the second session of the day. 

The session kicked off with some great audience engagement with a live poll to see how well the audience have delivered CX initiatives, on time, and on budget – It’s fair to say, that many people have done some great CX work, but not quite on time and in budget! 

This then laddered into the Resolution Digital Evolution Story. From here, we had the audience’s attention to focus on the Digital CX Evolution for Torrens University in a fireside chatmetaphorically comparing the entire project to open-heart surgery! Using a captive story telling format we brought to life the inherited challenges and opportunities that we as an agency were able to solve as partners of Torrens University.  

Resolution Digital was positioned as famous for understanding the customer segments and building bespoke personalisation strategies, and championing customer-centric designs that delivered on what these customer segments are seeking and expert knowledge in the technologies that make this a reality. 

Key takeaways from the event

  • "Smart businesses are moving from customer-centric design to human centric design."   Erin Turner, Director – Experience Design, Optus 

  • "All experiences with a customer should be aligned and not discussed separately."  Stuart Tucker, Chief Customer Officer, Hipages  

  • “You don’t get famous from doing the basics of personalisation” – Benni Lucas, Head of MarTech, Resolution Digital

  • “Many of us are using the same budget but with higher revenue targets. Better conversions of the traffic coming to your site is the answer.”  Maricel Custodio, Head of Marketing, Torrens University 

We’re looking forward to the next CX Summit in Melbourne, 18th October. 

Learn more about our CX Services 

Contact us to discover how we can deliver Remarkable Results for you.

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