Customer Experience

OVERVIEW

Business today face challenges around skyrocketing customer expectations on one hand and business expectations of growth and predictability expectations by the business on the other.

Now is the time to think forward. Attend Oracle CloudWorld and accelerate customer experience. Learn how to take a smarter approach to CX – sales, marketing and service – by leveraging analytics and AI. Gain invaluable insights from thought leaders, and have the opportunity to evaluate proven solutions.

SPEAKERS

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    Steve Cox

    Managing Director, Dymocks Retail, Dymocks Children’s Charities

    Steve Cox is a highly accomplished retail leader with over 20 years experience in retail management in Australia and the United Kingdom. Having worked in both Department Stores and Specialty Retail, Steve has a unique insight into the retail industry from both a big box and specialty store perspective. Steve has worked with some of the biggest brands in retail across his career including David Jones where he was General Manager, The Specialty Fashion Group, Jeans West, Next UK and Selfridges.

    Today Steve is Managing Director of Dymocks Retail, a position he has held for 6 years. Taking on the challenges of the book retailing industry, Steve has direct experience in managing change through a disruptive retail environment. He has successfully steered Dymocks to sales and profit growth, delivering a strategy which has transformed direct customer communications and significantly increased customer loyalty to the 138 year old iconic brand. He continues to seek innovation in the operation of the locally owned network of stores, and delivers on the company mission of 'inspiring more book lovers'.

    As part of the Dymocks Retail growth strategy, in November 2015 Steve managed the acquisition of stationery and lifestyle gift supplier Telegram Co., including online retailer milligram.com. Today this business, as part of Dymocks Retail, is enjoying strong growth across both the wholesale and retail verticals.

    Steve is also on the Board of Dymocks Children's Charities, a not for profit organisation specialising in literacy support for disadvantaged children in priority areas across Australia. In the last financial year, Dymocks Children’s Charities programs delivered over $540,000 worth of books to 18,500 students in 124 schools across Australia, delivering on its vision to “change kids’ lives, one book at a time”. An avid reader, cyclist, family man and Sydney Swans supporter, Steve holds a Master of Business Administration from the Macquarie Graduate School of Management.

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    Meaghan Bilinski

    Marketing Automation Director, Movember

    Meaghan Bilinski is the Marketing Automation Director for the Movember Foundation, the global charity that raises awareness and funds for men’s health, specifically; prostate cancer, testicular cancer, mental health and suicide prevention. In this role, Meaghan is responsible for the outbound communication to millions of participants and donors that support the Foundation, to drive retention, engagement and fundraising. Joining the Movember Foundation more than 10 years ago, Meaghan has been passionately working in the digital marketing space to achieve their goal to stop men dying too young.

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    Paula Gibb

    Customer Centre Transformation Manager, Benetas

    In order to meet growing customer demand and expectation in the aged care sector, Paula has led the development and delivery of the Customer Journey Framework at Benetas Aged Care. Using her extensive experience in project and change management, Paula has modernised and centralised the customer centre function at Benetas. This has involved implementing new and data driven customer enquiry channels and nurture paths, while educating the business on customer experience best practice. As a result, Benetas has seen significant growth in customer enquiry and conversion.

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    Stevan Premutico

    Entrepreneur and Tech Advisor

    Stevan is one of Australia’s leading tech entrepreneurs. In 2007, in the middle of the GFC he conceptualised Dimmi Online Restaurant Reservations on the back of a napkin and went on to revolutionise the Aussie restaurant industry. In 2015, his startup was acquired by one of the great tech businesses of our time, TripAdvisor.

    On the tin, Dimmi was the perfect text book start-up story - started in a garage, ran out of money, took on the big Goliath, won the battle, sold to a tech darling. But the true story is one of grit, passion and a true entrepreneurial spirit to make a dent in the world.

    He is an entrepreneur, a passionate tech investor, sits on the board of a couple of disruptive Aussie start-ups and strongly believes that the world (and our businesses) would be in a better place if we all acted a bit more like founders and a bit less like CEO’s.

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    Chris Riddell

    Digital Futurist

    Chris Riddell is an award winning global futurist and industry recognized inspirational keynote speaker on emerging trends in our hyper connected world. Chris is a recognised leader in his field, and an expert in unlocking opportunities for businesses. His global expertise provides unique perspective and insights for businesses of the future.

    Chris believes that being a futurist isn't simply about 'putting your finger in the air, and saying what the future might be', but about 'authentically embedding yourself into the very space from where true innovation and disruption is taking place, analyzing future and emerging trends, then distilling them into a clear and meaningful message.

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    Ross Dawson

    Leading Futurist, Entrepreneur, and Best-Selling Author

    Ross Dawson is globally recognised as a leading futurist, entrepreneur, keynote speaker, strategy advisor, and bestselling author. He is Founding Chairman of the Advanced Human Technologies group of companies, which includes international consulting and ventures firm Advanced Human Technologies, futures think-tank Future Exploration Network, and three start-ups being developed in stealth mode.

    Strong demand for Ross’s expertise has seen him deliver keynote speeches and executive workshops in 27 countries across six continents and consult to leading organisations worldwide such as Ernst & Young, Macquarie Bank, News Limited, Procter & Gamble and many others.

    He is author of four books including the Amazon.com bestseller Developing Knowledge-Based Client Relationships, now out in its second edition, and the acclaimed book Living Networks, which foresaw the social networking revolution.

    He is author of four books including the Amazon.com bestseller Developing Knowledge-Based Client Relationships, now out in its second edition, and the acclaimed book Living Networks, which foresaw the social networking revolution.

    Ross has been named as one of the top 30 most influential people in the world in crowdfunding, one of the top 6 most influential people in the world in Enterprise 2.0, and by Digital Media magazine as one of the 40 biggest players in Australia’s digital age.

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    Adrian Jones

    Co-Founder and CEO, Marketing Cube

    Adrian is Co-Founder and CEO of Marketing Cube, a leading Oracle Eloqua Partner across Australia & New Zealand.

    Adrian’s passion is helping organisations leverage the power of the Oracle Marketing Cloud to grow revenues, drive operational efficiencies, and create unique customer experiences.

    With over 10 years’ experience in senior sales & marketing director roles with Dun & Bradstreet and Wolters Kluwer, Adrian turned his focus to Cloud strategy and consulting in 2007, Adrian founded Marketing Cube in 2013, an Oracle Gold Partner, now Asia-Pacific’s leading connected capability agency.

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    Shashi Seth

    Senior Vice President Marketing Cloud, Oracle

    Shashi Seth is the Senior Vice President of Oracle Marketing Cloud. Shashi brings over 20 years of industry experience in the internet industry, working at iconic brands like eBay, Google, YouTube, and Yahoo, along with many startups along the way. He has been involved in Big Data, Machine Learning, Cloud, Algorithms, etc. since 2005, when he was the Product Lead for Google Search, and has lead teams that have solved a range of problems from personalization, whole page optimization, ranking, content recommendations, location targeting, and much more. Using this wealth of accumulated experiences, Shashi is chartered with transforming the Marketing Automation Industry at Oracle. He holds over 25 technology patents.

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    Marcelo Scalia

    Founder and Managing Director, Ekulus

    Marcelo is the Founder and Managing Director of Ekulus Pty Ltd, a lead Oracle Gold partner in Australia delivering CX Cloud solutions. Throughout his 20 years career, Marcelo has helped organisations globally and across multiple industries to define and deliver Single Customer View solutions. He brings business acumen, thought leadership, strong architecture background, and delivery experience and combines these strengths to formulate the most optimal solution to corporate clients.

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    Amanda Jobbins

    Vice President Marketing, EMEA/APAC, Oracle

    Jobbins is an industry renowned marketing leader in the technology industry; her experience includes leadership positions across the globe for amongst others Symantec, IBM and Cisco. In her current role, she drives digital demand generation and marketing for Oracle in EMEA and APAC.

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    Errol Flanagan

    Brand and CX Specialist, Marketing Cube

    Errol is a brand and customer experience specialist at Marketing Cube, a leading Oracle Eloqua Partner across Australia & New Zealand.

    Errol is focused on helping organisations create compelling and differentiated customer and brand experiences.

    In an international career of over 20 years in senior strategy and innovation roles, Errol has worked with global leader brands to create success driving brand behaviour in some of the world’s most awarded creative agencies.

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    Angela Day

    Energy Queensland,Customer Experience Specialist

    Angela has 15 years’ experience as a strategic change management and communications professional in the energy industries in developing and deploying brand strategies to leverage market trends, manage risk and ultimately improve business reputation and performance to deliver on customer needs. Angela values collaboration and integration across organisations to create an optimal customer and employee experience.

    Most recently, Angela has been involved with developing the customer strategy for Energy Queensland, the largest electricity distribution company in Australia, covering the entire state of Queensland and with more than $24 billion in assets.

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    Brian Donn

    VP and Head of CX Cloud Applications APAC, Oracle

    Brian Donn is Vice President and Head of CX Cloud Applications for Oracle in Asia Pacific responsible for Strategy, Growth and Team Success across the region from Bangalore to Bendigo.

    Brian joined Oracle from Nasdaq listed Verint Systems Inc. where he was Senior VP & GM Asia Pacific for their Engagement Management Business.

    Prior to being acquired by Verint Brian ran KANA Software in APAC and previously held a number of Executive roles for Sword Group and solutions provider Ciboodle including Regional Managing Director and CEO.

    Brian helped close several successful M&A Deals and has spent the past 19 years driving significant revenue growth and profit for Software businesses in overseas markets.

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    Ruth Melody

    Senior Solutions Consultant CX, Oracle

    Ruth is a Senior Solutions Consultant for Oracle’s Customer Experience applications portfolio, based in Sydney. Apart from her IT experience, Ruth has also presented many times for things both big and small. Ruth, originally from Ireland, hosted an online TV channel, has been the MC for many events, including Miss Ireland, the competition to crown the Irish representative for the Miss World pageant, and has interviewed many well-known stars and politicians, including Ireland’s president, Michael D Higgins.

    Ruth is delighted to be welcoming you all to Cloud World and hope you have a great day!

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    Jonathan Pratt

    Associate Director, International Recruitment, Victoria University

    Jonathan Pratt is a marketing professional with over 20 years international experience in Australia, Asia, Europe and Africa. Jonathan has managed international marketing for Monash University, led digital marketing and conversion campaigns for StudyLink, headed domestic student recruitment at Griffith University and most recently worked as Regional Manager for China, Australia and Pacific at RMIT before joining Victoria University in June 2016. As Associate Director, he is responsible for managing a network of in-cuntry contractors, recruitment staff and in-house call and email conversion teams. A former speaker at AIEC, EAIE and APAIE and panelist at British Council conferences, Jonathan is focused on delivering best practice in international student recruitment and conversion

    His personal passion is travel having recently visited his 95th country.

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    Kate Gillespie

    Customer Experience and Campaign Manager, Ergon Energy Retail

    Kate Gillespie is the Customer Experience and Campaign Manager for Ergon Energy Retail, a part of the Energy Queensland group.   Kate has been involved in the Utility industry and Government organisations for over 15 years. She has been responsible for delivering the Customer Centric transformation within Retail and is involved in extending this through the Energy Queensland Group.

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