Reinventing the Digital
Customer Experience

From acquisition to checkout:
Improving your online customer journeys

The data says it all - almost 50% of online traffic is made up of new visitors, but how are you making sure they stay on your website and actually convert? Our answer: start by having a seamless online customer experience. 

In this 15 min talk you'll learn:

• Data deep-dive: 2021 digital benchmark data to understand how your online visitors navigate through your website or app
• The customer journey: applicable examples from brands who have improved revenue by focusing on optimising the customer journey

How Telstra is using Experimentation to innovate & power the next generation of CX:

• Telstra's approach to digital experimentation
• How we’re driving adoption across the enterprise
• Unlocking innovative & optimised experiences for customers, with examples

In conversation with Carly: Why digital accessibility matters

We'll sit down with Carly Findlay to ask her about her lived experiences of her skin condition, how it impacts her and why digital accessibility should be on everyone's agenda.

About Carly: Carly Findlay OAM is an award winning writer, speaker and appearance activist. She writes on disability issues for publications including ABC, Daily Life and SBS. She was named as one of Australia’s most influential women in the 2014 Australian Financial Review and Westpac 100 Women of Influence Awards. 

Delivering Personalised Experiences at Scale with an Experimentation Mindset:

• How did Network 10 begin it’s personalisation journey
• Our framework for personalising at scale
• Future state planning, challenges & execution examples.

How to design for customer-first digital engagement:

• How to understand your audience – customers and your internal stakeholders
• From rags to riches - leveraging your tech stack
• How to reimagine experiences and stay relevant

The new digital traveller: How to define & build personalised customer journeys

Kickstarting your product growth strategy: The guiding principles & practices

• Zalora's 7-step growth process
• The product analytics landscape 
• Growth initiative examples 

Designing for developing countries

• Understanding who you're designing for
• Being inclusive of culture and user personas
• Understanding metrics from business and how it impacts your past and current designs

From acquisition to retention: Understanding digital customer journeys in the financial services industry

• Attract: How to use long-term perk & reward solutions to attract new users
• Engage: How to use data to identify & measure the impact of initiatives and improve the online experience
• Retain: How to rethink your customer loyalty to accumulate lifelong customers

Rethinking the digital shopping experience with personalisation & experimentation 

• Online initiatives to bring the in-person experience online
• How to apply personalisation & experimentation to increase shopper loyalty 
• The roadmap to personalising the omni-channel experience

Live website UX audit:

Our UX specialist will do a live review of a website (of your choice) to identify UX & accessibility problems (and wins) and also provide recommendations on how to improve the online experience.