Formula for the Future (Parkside Auditorium)

Jodie Sangster, Chief Executive Officer, ADMA

The Power of Technological Persuasion: Combining Psychology and Innovation to Drive the Habits of your Customer (Parkside Auditorium)

Human behaviour may seem fuzzy and mysterious. But it’s not. What causes humans to take action is concrete and predictable. In this keynote, Stanford psychologist BJ Fogg shares cutting-edge insights into the psychology of behaviour change, giving you new clarity in your daily work and practical methods for achieving results.

• Tap into the 3 core motivators of human behaviour
• Understand how to create new habits with “hot triggers”
• Know the 6 barriers that stop people from taking action
• Learn to think about behaviour change, with clarity and precision
• Recognise winning patterns with today’s consumers

BJ Fogg, Ph.D.
Behaviour Design Lab
Stanford University

Delivering customer value to earn lifetime loyalty (Parkside Auditorium)

Tesco’s core purpose is to create value for customers to earn their lifetime loyalty. Clubcard was launched in 1995 and is now Tesco’s way of recognising and rewarding the loyalty of over 15M shoppers in the UK.  More than just a discount card, Clubcard is at the heart of Tesco Bank’s approach to bringing the same loyalty principles to retail banking. This presentation will discuss how rewarding loyalty is about more than just discounts and will cover how Tesco Bank is actively using insight to build relationships with individual customers.

• Building a customer centric Bank
• Consistently delivering against what is important to customers
• Building deeper levels of customer engagement
• The importance of brand loyalty
• Strategies for the future

Simon Baines
Head of Customer Insight & Strategy
Tesco Bank

Cross-channel success with email, Facebook, and Twitter

• Providing key insights from in-depth industry research on subscribers, fans and followers
• Exploring how today's biggest brands are profiting from cross-channel communication

Jeff Rohrs
Vice President of Marketing
ExactTarget

Is your audience frustrated?

• Is your brand at risk from customer dissatisfaction
• Creating relevance and eliminating data frustration
• Achievable personalised customer engagement
• Practical answers to real life marketing questions

Mike Talbot
President
Alterian

Conquering multichannel attribution: Embracing the diversity of channels and measuring results

• Developing attribution models that "infer" results based on a defined set of outcomes
• Multi-channel attribution: Recognising customers don’t necessarily respond through the channel we expect them to or confine themselves to one channel as we would like

Regan Yan
Managing Director
Digital Alchemy

Investigating the critical role of direct marketing in positioning a brand

• Redefining your brand in a world of data rich interactivity and growing direct channels
• Developing an effective one to one interaction
• The role of mail in the multi-channel mix
• Considering the critical role in brand building

Richard Sauermann
(The Brand Guy), Head of Strategy
Shift

Building trust online and increasing conversion via service-centric dialogue

• Overcoming purchase anxiety and increasing conversion
• Timely service-centric communications that recover abandoned online sales
• Delivering highly-personalised, automated offers relevant to the customer
• Using data and insight to shape continual improvement

Kerion Wogan
Demand Generation Manager
VODAFONE HUTCHISON

Pete Gurrie
Head of Strategy & Partner
JBA Digital Consultancy

Finger on the trigger: Mastering customer engagement and sales conversions

• Investigating psychology of the consumer
• Ideal value proposition for maximising response
• Choreographing multiple channels to deliver a result
• Measuring and optimising this form of marketing

Douglas Nicol
Partner
The Works

Developing a single customer view

Stephen Goldsworthy
Manager Customer Analytics & Database Marketing
Suncorp

Investigating if there’s a role for traditional direct channels alongside emerging channels in financial services

ø Analysing the role of direct marketing for the Commonwealth
Bank of Australia
ø The evolution of direct marketing
ø Strategies and innovation for the future

Paul Rawlings
Head of 1 to 1 Marketing
Commonwealth Bank

Direct marketing in the new world of ecommerce

• Exploring the success of group buying
• Rethinking your Marketing Strategy
• Risk management and the untold impact of social
• Hot to test and learn faster than anyone else
• The evolution of group buying: The next step

Billy Tucker
Chief Executive Officer
Cudo

Reducing lead-time and increasing operational efficiency:Best practice trigger and automation strategies

ø How to measure and execute trigger campaigns
ø Evolving up sell and cross sell via strategic partners
ø End to end integration through dynamic content personalisation
ø Campaign results: Developing incremental benefi ts from
automated campaigns

Phang Shueh Chyan
Director of Marketing
Zuji

Using a modern day ‘crystal ball’ to anticipate customer needs

• Leading-edge analytics to solve business challenges around churn
• Customer data insights to build stronger customer connections and cross-sell across divisions
• Targeted mobile messaging to maximise customer profitability

Ichay Bulaong
Head, Customer Relationship Management
ABS-CBN Corporation

Creative showcase: Highlighting creative innovation

The panel of creative agency executives will highlight their favourite campaigns from around the world and show you how and why they worked and the real innovation behind the campaign

Mike Zeederberg
Managing Director
Zuni

Stephen Flewell-Smith
Business & Creative Director
The DM Group

Dustin Lane
Writer
BMF

Developing an online crisis response strategy

ø Situation: 9 major disasters globally
ø Contingency preparation: Be ready to act
ø Creating a campaign from nowhere
ø Engaging a response through digital channels

Siane Monreal
Digital Marketing Coordinator
Australian Red Cross

The 16% rule – Analysing customer behaviour to accelerate diffusion of innovation using scarcity and social proof

ø Persuasion tools to influence various adopter categories
ø Leaping from early adopters to the mass market
ø Discover how innovative brands around the world have applied the
rule to their creative and media strategies

Chris Maloney
Campaign Marketing Manager
HSBC Australia and Founder, Innovate or Die

Who buys what, why they buy, when they buy and how much they buy: Delivering increased value to our customers for greater ROI

ø Marketing optimisation for customer analytics
ø Understanding the changes in purchasing behaviour
ø Identify, acquire and retain the most profitable customer
ø Enabling more measurable, integrated campaigns

Dr Ian Tho
Customer/Marketing Analytics
Coles

Turning a dog obsessed country into a nation of cat lovers

ø Re-engaging cat owners with ‘cat centric’ activation
ø Creating a database of nearly 50,000 cat lovers
ø Increasing engagement through mail
ø Developing an ongoing social network for cat owners

Jonathan Clow
Managing Director
BD

Emily Dowling
Marketing Manager
Whiskas

Mobile – The new way to shop. Are you ready for the

ø Developing a different form of communicating with your customer
ø Trailing people on mobile: The results
ø Complementing with social media strategy

Steve Brennen
Marketing Director
Paypal

Optimising customer acquisition activity to achieve triple digit growth

• Online customer behaviour to drive increased revenue
• Creating real customer insight for improving customer retention and upsell strategies
• Trigger marketing strategies to drive customer response

Carl Jackson
Chief Operating Officer
Ozsale

Discovering a new way to look at ecommerce transactional data to accurately measure value

ø How has our data evolved and where is it now
ø Moving from buyer or seller view to an integrated customer view
ø Taking data analysis to the next level with lifecycle value
ø How assigning value to a customer can be a game changer

Duncan Brett
Business Analyst
eBay

Developing best practice multi-channel campaigns: Insights from the Direct Marketer of theYear

• Sharing thoughts on why businesses shouldn't count the customers they reach, but should reach the customers who count
• Creative and effectiveness: How to stand out from the crowd, get noticed and build relationships with those that are important now and in the future
• Showcasing best practice examples –strategy and creative – of delivering effectiveness

Mike Chuter
Founding Partner
Cubed Communications