Closing the CXO Leaders Summit, Jason Juma-Ross on Eventually, Everything Connects

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Closing the CXO Leaders Summit Australia, is Jason Juma-Ross, Head of Technology and Communications for Facebook. Jason engaged the audience with discussing – ‘Eventually, Everything Connects’. Jason started the conversation by in the stating that the early years of the century have seen an unprecedented shift in the volume and quality of human connections. He explored this dynamic and recent influence on mobile communications and content. Jason drew out some implications for media, communications and creative industries before outlining where he thinks the trend will take us next.

Jason is Facebook’s ANZ’s Head of Technology, Entertainment & Comms. He focuses on commercialization of Facebook’s family of apps & services. He has deep, hands on experience in digital and mobile gained over 20 years work in the industry within enterprise, start-up and public sector organizations. Jason’s work has taken him to North America, Europe and the Asia-Pacific region where he focuses on the technology, media, and communications, sectors. His has worked closely with leading consumer technology, telcos, media, entertainment, music, and gaming companies. His core specialisation is digital growth and innovation, and he has a particular interest in analytics and machine intelligence. A passionate entrepreneur and innovator, Jason has been involved in the development of start-ups, mergers & acquisitions, and built several new businesses.

Panel Discussion speaks on Challenges around creating an omni-channel experience for a retail business

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The 2nd Annual CXO Leaders Summit hosts a Keynote Panel discussion on ‘Challenges around creating an omni-channel experience for a retail business’. Dominique Lamb, Director, Legal Division for the National Retail Association moderated this Keynote Panel Discussion. Dominique has an extensive experience providing industrial relations and employment law advice to a range of small, medium and large businesses across a range of industries. Dominique brings a level passion and motivation to her role which is hard to find. In 2011, she was awarded the Australian Institute of Management’s Young Gun of the Year Award. In her downtime, Dominique is a strong advocate for the Women’s Legal Service Queensland, as well as being involved in associated fundraisers.

The Panel was joined by Peter Ratcliffe, Head of Digital for the Retail Apparel Group. An accomplished IT & Digital senior executive with experience across a variety of industry sectors. I have spent the last 2 years in a pivotal role in heading up the Digital area for The Retail Apparel Group, home to the well known menswear brands – Tarocash, yd, Johnny Bigg and Connor. Leading a team of dedicated professionals, we successfully launched 4 menswear sites for the brands, all of which are achieving results beyond expectations. During this time, I also drove the Database Acquisition and CRM and Omni Channel strategy across all four brands.

Also joining the panel was Christian McGilloway, Head of Digital for Retail Zoo also was a panellist. A strategic, multidisciplinary developer with an eye for innovation Christian heads up the fastest growing department at Retail Zoo, responsible for all brands presence on the digital landscape. A digital native with over 14 years’ experience in the UK & US, having worked on variety of projects for clients including BBC, MTV, Barclays Bank and AAA Game developers.

Chaminda Ranasinghe, Head of Digital Sales and Marketing for ANZ was the final panellist. Chaminda is an accomplished eCommerce leader and strategic Digital Marketer with post-graduate qualifications and extensive experience in the financial services, automotive, computing, retail and consumer sectors. Having worked for a number of blue chip companies both in Australia and abroad, Chaminda has diverse experience at transforming organisations into innovative, profitable and market leading digital businesses across the globe. In his current position with ANZ, Chaminda is responsible for driving significant sales growth of ANZ products through the digital channel, leading the Digital marketing function and development of digital strategies including content strategy, effective SEO, SEM and Social media

Making Brands Clickable, Steven Sos from Shazam

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The 2nd Annual CXO Leaders Summit strives for innovation and provides attendees with reliable and thought-provoking presentations. We were proud to welcome Steven Sos, VP APJ from Shazam to speak on ‘Making Brands Clickable’. Steven spoke on how Shazam is making brand clickable and what are some of the best explain globally of marketers and brands using Shazam’s proprietary technology to do exactly that. Marketers all over the world continue to grapple with how to best link physical to digital in a world where the latter is becoming an increasingly  critical aspect of customer engagement and retention.

Steven is responsible for all commercial aspects of Shazam’s APAC operation. Drawing on over 20 years of experience in media sales across mobile, television, online, magazines and newspapers, Sos is responsible for the growth and expansion of the businesses core sales proposition, leveraging mobile technology to extend engagement from a brand’s traditional consumer touch points.

Prior to joining Shazam, Steven was with Mobile Embrace, one of Australia’s leading integrated mobile and digital communications companies as their Head of Sales. There, he helped build the Mobile Embrace brand from inception and drove sales revenue and solutions across three core competencies, including mobile advertising.

He also spent 12 years with Multi Channel Network, where he was responsible for maximising advertising revenue across 50 national STV channels and a multitude of channel and independent websites. During his tenure he was an early advocate and sales pioneer of their then fledgling digital interactive services offering.

Steven began his career in media sales working at News Corporation on The Australian Newspaper before moving to Fairfax Media to work on their stable of business magazines.

The Australian Marketing Institute holds a Panel Discussion on The Future of CX

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Kathy Hatzis, Former SVP and Head of Digital For Citi and The Chair of The Australian Marketing Institute (AMI) moderated the Panel discussion on the Second day on ‘The Future of CX’. CX is defined as “The new battleground for marketing organisations”. The Panel discussed how a recent study shows that perception of Australia and New Zealand organisations are lagging behind in customer experience delivery and with broad agreement that customers have never been more empowered, the study highlighted the crucial importance of customer experience as the new competitive frontier. The key findings that were taken away from the Panel was;

  • ‘The Experience Divide’ from the Marketer’s perceptive
  • Challenges facing professional marketers across ANZ in 2016
  • Four Key drivers and trends for Customer experience

Michelle Rossier, Marketing Manager for Electrolux sat on the panel. Michelle is an experienced Strategic Marketing Professional with a successful track record at both international and domestic levels across a wide range of high profile consumer markets and organisations primarily in ANZ and USA.

The Final panellist was Julie Toma, GM Marketing and Communications for Sonic Clinical Services which is the primary care division of Sonic Healthcare, an ASX Top 50 Company which delivers a comprehensive range of national healthcare services. Julie has significant experience on global strategic planning teams, Asia Pacific marketing strategy and new product development for leading corporations including Cochlear Limited, Kimberly-Clark and BD. Julie has a Bachelor of Applied Science (Biomedical) from the University of Technology, Sydney as well as a MBA majoring in Marketing Management from the Macquarie Graduate School of Management. Julie is also the Chair of the Australian Marketing Institute (AMI) NSW Committee and a Judge for the AMI Marketing Awards for Excellence. Specialties include business planning, marketing strategy, financial management, team leadership, product marketing, brand management, marketing communications, public relations, new business development, customer insight research, change management, innovation and stakeholder engagement.

General Manager, Martin Orliac for Annalect Consulting speaks on The Roadmap to Al Marketing

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General Manager, Martin Orliac for Annalect Consulting speaks on ‘The Roadmap to Al Marketing’. Martin opens the speaking session by stating that Innovation is key to the success in today’s fast paced competitive landscape with targets that are increasingly faster than budgets, but in this ever increasingly complex marketing ecosystem, companies are inevitably falling behind the curve.

Martin’s presentation allowed the audience to build a roadmap to bring their organisations to the data-driven artificial intelligence marketing era on these key areas

  • Leverage data to give you the best view of your prospects and customers
  • Use that data to influence your creative messaging
  • Put technology to work and reach your target audience
  • Implement technology to successfully automate your marketing engine

As the General Manager of Annalect Consulting, Martin helps companies deal with this intricate and ever-changing landscape. He taps into the team of advanced data scientists and expert technologists to develop the right data and technology solutions for each client depending on their needs. Martin also consults on digital transformation, innovation, automatisation and personalisation.

Rodd Martin, CEO for Smart Video Australia discusses How Smart Video Works

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Rodd Martin, CEO for Smart Video Australia discusses How Smart Video Works. Unlocking the value of organisations’ customer databases. Millions of customers can view their own personalised video on demand, in real time. Each video is dynamic – automatically customised using the latest customer data. Personalised video is the next crucial step in the evolutionary process of video content, and the move towards a more personalised approach to customer lifecycle management.

“One of the Only company in the world who can customise Audio in the world”.

Smart Video Australia is able to Personalise CX Programs for ASX Top 200 Organisations, enabling them to leverage the power of their customer data, and to transform their multi-channel experience journeys. Smart Video Australia Videos aren’t pre-rendered by created in real time, delivered on demand, driven by a data file. This allows companies to enhance the customer experience and capture metrics around the effectiveness of our campaigns.

Smart Video Australia offers a range of tailored solutions which range from Customer Acquisition, Retention, On-Boarding and Loyalty Programs, though a dynamic interactive Video Billing/Statements.  Smart Video Australia’s service is cutting edge and changing the way Companies engage with their Consumers. Personalised Video’s are the next evolution in Data-driven CX Marketing technology.

Steven Fitzjohn, Head of APJ from LivePerson discusses how the way we communicate has changed

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Steven Fitzjohn, Head of APJ from LivePerson discusses how the way we communicate with each other has changed; We are much more likely to use technologies like SMS, Whatsapp, Twitter or Facebook opposed to picking up the phone or even writing an email.

During the session, the audience was engaged and learnt about;

  • What the digitally engaged customer expects from your brand,
  • How you can differentiate your brand by leveraging new technology
  • Why the right engagement for the right customer is crucial to delivering an exceptional customer experience
  • The difference between just “having a chat” and implementing an intelligent customer engagement programme

Steven discussed the trend towards message-based communication is now extending to the way that consumers are interacting with their brands. Although, there is still a significant gap between how businesses allow their customers to contact them and what consumers want. Steven continued on by explaining Why messaging is the future of customer engagement and how it is having a positive affect your bottom line.

Steven started the session strong by explaining that “77% of the Australian population use mobile phones for sending text messages and setting alarm clocks”.

Steven has more than 20 years experience in the Australian IT and Telecommunications market with a focus on providing business driven outcomes facilitated by technology, serving in a range of leadership roles and start up businesses.

Steven is currently APAC’s Regional VP, based in Melbourne, responsible for LivePerson’s business throughout the Asia Pacific Region (NASDAQ:LPSN), providing advanced, cloud based digital engagement services such as chat, mobile messaging, collaboration, content presentation for a range of Enterprise customers such as Telstra, CBA, Westpac, ANZ, NAB, Medibank, Qantas, Singtel among many other large local brands. Liveperson are the market leader with over 18,000 global customers, have been established for over 20 years with local data centers in Melbourne and Sydney.

Earlier during the dot.com boom Steven helped set up and manage a range of startup business’s including an Internet Service Provider (ISP), Web design company, Energy Conservation Tech company. Other experience includes State Sales Manager AAPT, Southern Regional Manager for VeCommerce and a 2 year stint in the UK as National Sales Manager for Telephonetics providing Speech Automation and Voice Biometric systems.

Kicking off the Second day at the CXO Leaders Summit with Andrew Brent, Former CMO for Barclays Bank

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Starting the second day at the CXO Leaders Summit strong with Andrew Brent, Former CMO for Barclays Bank spoke about ‘The Growth Paradox – Why Sustainable, Profitable Growth is so Difficult to Achieve and What to do About it’. During the session, Andrew introduces and examines The Growth Paradox – the strange truth that while business leaders routinely agree on the importance of Growth, they frequently neglect it as a strategic priority and fail to organise their businesses to deliver it. The session continues to discuss how, partly as a result of this neglect, many businesses make the same Big Growth Mistake – a fundamental misunderstanding of how consumers choose between brands and make purchase decisions, and how this mistake leads to expensive, complex and ineffective commercial plans. Finally, the session explains how breakthroughs from the world of neuroscience have revealed a Big Growth Secret – potentially opening up exciting new ways for companies to position their brands for significant, sustained, profitable growth.

 

Andy spent 13 years at Procter and Gamble in senior marketing roles in the UK and Europe before moving into retailing as Marketing Director at Iceland Frozen Foods. He then spent 6 years in Asia, working for Hutchison Whampoa as Marketing Director for the ParkNShop supermarkets in Hong Kong and China, and then in a pan-Asian marketing/strategy role for Watsons The Chemist. On returning to the UK Andy was CMO for Burger King International, overseeing the expansion of this business around the world, spent 3 years as Marketing Director at Boots the Chemist in the UK, and then held CMO role at Sky broadcasting and at Barclays Bank. Recently he has been working in the Private Equity sector helping businesses reposition themselves for growth. Later in 2016 he is publishing his first book ‘The Growth Director’s Secret’.

Jo Kelly, CMO for Ubank speaks on How Do You Relaunch A Digital Bank

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The Chief Marketing Officer, Jo Kelly for UBank spoke on ‘How do you Relaunch a Digital Bank’. Jo joined UBank in early 2015 and leads a team of brand, marketing and change management and is known for her ‘out of the box thinking’. Jo also is extremely passionate about mentoring and empowering the leaders of tomorrow. By Dedicating her time to help guide and educate the next generation of marketers by sharing not just the best practice but the “next practice”.

Jo spoke about how she led the rebrand of UBank, the first major change to the brand since its inception in 2008. With so many other voices in the banking sector, the team had to ensure UBank was heard and the brand messages were understood. To achieve this, Jo explained that the team created a platform where UBank could stand above the chaos and differentiate itself from the cluttered market.

How to Drive ROI with Best Practice in Marketing Technology & Predictive Analytics, Bryan Hall from Marketshare discusses

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Bryan Hall, Senior Director for Marketshare spoke about ‘How to Drive ROI with Best Practice in Marketing Technology & Predictive Analytics’.

MarketShare is the world’s leading analytics technology provider for major brand marketers. We are the industry-leader, pushing the envelope in predictive, state-of-the-art analytics and organisational decision-making. We will prove marketing’s value to your organisation with facts, not opinions, and arm you with everything you need to measure, predict and dramatically improve marketing’s impact on revenue.

Bryan Hall, Senior Director for Marketshare opened up the session by discussing the two core drivers in the Marketing Analytics.

  1. Last touch is no longer enough and MTA + Offline + Propensity
  2. Need for Accountability and Big Data isn’t new news

Bryan spoke about how you have to build a roadmap to achieve the goals, although sometimes what is left off is the how.

“Be ready to be able to use the insights gained quickly to stay relevant”

Bryan starts talking about Buying and Building Smarter Technology by starting with the Business Fit, Data Integration, Tool Functionality, Optimisation Approach and Metric, but continues by saying we are all still human. By breaking it all down, Employees are able to see that the change is good. Giving employees time to adapt is key!

 

 

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