Salesforce World Tour Sydney
8:00 a.m.–9:30 a.m.
9:30 a.m.–10:00 a.m.
Learn how to build a solid foundation and hear how Macquarie have set up for continuous digital advancement through powerful self-serve portals along with marketing, sales and service experiences.
Ashwin Sinha, Chief Data Officer, Macquarie Bank
Wendy Brown, Head of Broker Sales, Macquarie Bank
With an implementation lasting just two weeks, Itoc (a multi-award-winning AWS Advanced Consulting Partner) has improved its speed to lead, reduced its time between discovery and proposal and doubled its revenue for the second year in a row.
Simone Longden - Head of Sales and Customer Growth, Itoc
Learn how to grow and scale globally and do it fast! Join this panel session with LEAP Dev and Conveya to hear how businesses are using the Salesforce Platform to build trusted apps in just days, achieving long term scale and global success.
Hamish Wyatt, Chief Product & Marketing Officer, Conveya
Chris Chahinian, CIO, LEAP Dev
With scattered technology stacks across BPOs, high cost to serve and low engagement with its digital channels Simply Energy embarked on a transformation journey to improve costs, customer satisfaction and increase engagement. Learn how 600 staff across sales, marketing and customer service and 750,000 customers are benefiting from the use of artificial intelligence to diagnose and route enquiries along with compliance management.
Dawid Naude, Managing Director, Accenture
Sarvesh Jerath, General Manager - Technology, Simply Energy
10:20 a.m.–10:50 a.m.
The last two years have highlighted just how rapid change can and needs to be, in our businesses, our communities and our governments. Whether we are dealing with natural disasters, acute health threats or social disruptors like the “great resignation”, we know we will need to respond with speed and accuracy, safely and at scale.
Hear from the Hon. Victor Dominello, Minister for Digital, Minister for Customer Service, NSW Department of Customer Service to learn how organisations and departments can build a foundation of trust, a platform of agility and a proactive relationship between institutions and their stakeholders.
The Hon. Victor Dominello, Minister for Digital, Minister for Customer Service, NSW Department of Customer Service
Financial Services leaders are facing demands to rapidly transform their organisations for stakeholders everywhere — beyond customers, to investors, employees, and their communities. Join us to hear from industry peers at Nano Homeloans and Prospa as they create new purpose-built innovation to transform beyond CRM, to include digital first journeys and personalisation in lending.
Andrew Walker, Co-founder and CEO, Nano Home Loans
Alison Binskin, Head of Business Enablement, Prospa
Learn how Seven West Media (SWM) builds a connected media enterprise and creates a seamless customer, consumer and employee experience. Hear how they are delivering on converged media planning and campaign tracking solution with a single source of truth for data and reporting.
Kurt Burnette, Chief Revenue Officer, Seven West Media
Gereurd Roberts, Chief Digital Officer, Seven West Media
Charlotte Valente, Chief Marketing Officer, Seven West Media
How can you ensure transformation success with Salesforce? Join us for a session to challenge your thinking about how to go about it and hear how the best in the world have achieved success. You'll leave this session with valuable tools and concepts that you can apply in your enterprise to pave the way to sustainable growth. We will provide you with practical takeaways on the first 90 days plan, governance, continuous feedback and delivery to kick off your journey to sustained success. You will also hear some real case studies; the things that went well, the things that didn't and how you can apply the underlying success principles to your business, regardless of size or industry.
Jackie Cook, RVP, Customer Transformation Advisor, Salesforce
By developing a strong data culture across the enterprise, Transurban put insights from data in the hands of everyone in the organisation. Hear how Tableau helped deliver cost efficiencies across the business, whilst improving the safety and performance of our road network.
Michael Spence, Head of Analytics, Victoria Operations, Transurban
Carol Prins, Analytics Consultant, Interworks
11:10 a.m.–11:40 a.m.
Delivering an exceptional sports experience for AFL fans: See how the AFL is bringing its clubs and fans closer together through real-time marketing and digital services, enhancing engagement and improving customer experience.
Rob Pickering - Chief Technology Officer, AFL
The way we conduct business around the world has fundamentally changed. The rapid changes have inspired organisations like City Beach and True Alliance to optimise engagement channels and work smarter. Learn about the digital trends shaping 2022 and how you can embrace these trends to create a digital first culture and achieve growth at scale.
Michelle Lam, Co-founder & Brand Director, Osmen
Ken Kennedy, Group Head of Digital ANZ, True Alliance
Nick Palmer, Head of eCommerce, City Beach
Businesses are staring into the fact that there is a digital skills shortage in Australia, and it's predicted to get worse. How can you be sure that your business is as prepared as possible to thrive? Join our panel to hear from Trailblazers, such as Carlos Vazquez from CBA and Tom Alstein from Deloitte who are staring into this issue and thinking through ways to solve it.
Tom Alstein, Global OD Leader, Deloitte
Dr Carlos Vazquez, Senior Manager, Behavioural Research, CBA
Digital transformation and customer engagement are critical for all industries, and especially in the competitive, rapidly-evolving Fintech space. Hear hummgroup's strategy for global growth and continued efficiency gains with Salesforce Customer 360.
Vaughan Dixon, CIO, hummgroup
12:00 p.m.–1:20 p.m. (Main Show)
1:30 p.m.–2:20 p.m.
Following the Main Show, join us in the Expo Floor for lunch and networking.
If you indicated that you had dietary requests during registering, please see the designated areas to collect your lunch.
2:20 p.m.–2:50 p.m.
Customer service has changed forever, with new policies and practices redefining the industry. Hear from Jim Roth, Executive Vice President of Support at Salesforce, who is joined by our panel of Trailblazers, 8Squad and Bittn, discuss how they are embracing change to reshape service from the contact centre to the field.
Ryan Robertson, CEO, Bittn
Jessica Thompson, COO, 8Squad
Learn from Canva about how they have unlocked growth with Sales Cloud 360 and Slack. Discover how they are using the platform to achieve powerful insights, streamline their sales cycle and have all 2500+ of their global team achieve success from anywhere.
James Brady, Head of Enterprise Sales, NAMER, Canva
The path to net zero is fraught with obstacles, but it’s not an impossible goal. Learn how organisations across business, government, and non-profit are building more sustainable operations and leading the way to a more sustainable future.
Wayne Wescott, CEO, Greenfleet
Jared Ingersoll, Sustainability Lead, Canva
Mark Wadewitz, Green Economy Lead, Government of SA, Department of Trade and Investment
International expansion is essential for continued growth, but there are many challenges online sellers face when looking to sell their products abroad. Learn the three-step approach Lorna Jane took to achieve global growth across six regions in just six months with Salesforce Commerce Cloud.
Peter Clarke, Head of Business Applications & Architecture, Lorna Jane
Citizens are demanding government departments and agencies to deliver the same level of digital service that they experience from the private sector. But often these expectations are not met. Learn how Jobs Victoria has focused on their customers, to shape their organisation, partnerships and technology to deliver a new and innovative experience for Victorians.
Brad Petry, Executive Director - Technology and Insights, Jobs Victoria
Steven Ryan, Director – Technology, Jobs Victoria
Alex Moreno, National Lead Partner – Salesforce, Technology Advisory KPMG
3:10 p.m.–3:40 p.m.
From Grassroots to the Boardroom: Why Stakeholder Engagement is Critical for Digital Transformation Success
Join our executive customer panel as they share their change management journey and real life insights into why stakeholder engagement is critical to digital transformation success. We'll also discuss best practices for keeping your entire ecosystem, including your teams, leaders, community and board, engaged – from inception and buy-in to execution and future innovation.
The panel will feature Sarah Grattan, COO UNICEF, Clare Steele, CEO of Compassion Australia, Martin Bean, CEO of The Bean Centre and ex Vice Chancellor of RMIT University and Anne Bennett, Faculty Industry Advisory Board Member at UTS and VP of Regional Engagement at Salesforce.
Sarah Grattan, COO UNICEF
Martin Bean, ex Vice Chancellor of RMIT University
Clare Steele, CEO of Compassion Australia
Customer needs are constantly evolving. To meet those needs, financial service organisations need to become more agile and customer-centric, at scale. How might we create an enhanced banking experience that is designed around human needs and enabled by technology?
Craig Griffin, Head of Marketing and Growth at Macquarie’s Banking and Financial Services Group
Learn how AMP accelerated time-to-value through new ways of working, fast prototyping and adoption of a clicks-not-code approach. The result: a win-win for customers and their business.
Jon Pascoe, Head of Transformation, Client Servicing, AMP
Learn how CPL and Skedulo have worked together for over five years to provide the best experience not only for their clients receiving disability support, but also for their Direct Support Workers who are in the field providing assistance to uplift clients’ lives.
David Beale, Chief Transformation Officer at CPL
4:00 p.m.–4:30 p.m.
Storytelling for Change: How to Inspire Hearts and Minds to Overcome Barriers to Business Transformation
For thousands of years, stories have been the cornerstone of authentic human connection. As a persuasive communication device, it can influence progress, bring big ideas to life and make change happen.
As institutions and businesses alike continue their transition to the new normal, storytelling emerges as a key tool for building connections and engaging individuals and teams to overcome some of the most common human barriers to digital transformation, including stakeholder buy-in, cultural change, and risk aversion.
Join guest speaker Gabrielle Dolan, as she explores the do's and don'ts of storytelling, to inspire and manage change from grassroots to boardroom.
Gabrielle Dolan, Global Thought Leader and Author of Stories for Work, the Essential Guide to Business Storytelling
News in Real-Time: How Slack Became Nine's Digital HQ and Revolutionised the Way Breaking News is Published, Hosted by Media Icon Tracey Spicer
Reporting the news has long been a real-time business and the pandemic has only intensified the need for a digital-first workplace strategy. Join this panel session with Nine to hear how one of Australia’s biggest news and entertainment outlets is using Slack as its digital HQ to communicate and break news in real-time.
You’ll get insight into how Nine’s news teams use Slack to swarm around breaking stories, how senior leadership communication has been transformed, as well as the benefits that come with automating and centralising information within a single platform to make work life simpler, more pleasant and more productive.
Damian Cronan, CTO, Nine
Tracey Spicer, Award-winning author, journalist and broadcaster
At its heart, reconciliation is about strengthening relationships between Aboriginal and Torres Strait Islander peoples and non-Indigenous peoples, for the benefit of all Australians. We believe there is a role every Australian and every organisation can play when it comes to closing the gap. Learn about how you can get started and how we can collectively accelerate our impact.
Karen Mundine, CEO, Reconciliation Australia
Phil Lockyer, Head of Indigenous Affairs at Tourism Australia & External Advisor to Google’s RAP
Pip Marlow, CEO AU/NZ & ASEAN, Salesforce
Learn how Reece, Australia’s largest plumbing and bathroom supplier, are writing the next chapter of their 100+ year journey. Join Morgan Chandler and Liesl Schwendrat for an insightful look into how the company strives to become the Trade's most valuable partner through the use of Sales, Marketing, Service, Maps and Field Service. Reece shares practical lessons learnt on how their single customer view and streamlined Customer Care functionality have decreased service calls by more than 20% and increased online sales by 53%.
Morgan Chandler, IT Delivery Lead, Reece
Liesl Schwendrat, Customer Care Platform Lead, Reece