Online Customer Experience

About

The buzz over social media tools and Web 2.0 is over. Its time to get serious on how your website and online channels can used to win over your target audience. Our Online Customer Experience Conference features successful NZ case studies with a strong focus on business processes and having your online channels strategy grounded in reality.

With case study presentations that cover the themes of usability, web metrics, social media, and online engagement and drawing upon a variety of organisations across both public and private sectors, this conference will tell just what actually works and can truly drive audience engagement.

Workshops

Workshop A:
Practical Techniques for Designing Intranets

The biggest staff complaint about intranets? They can’t find what they are looking for. With many organisations planning an intranet redesign in the next 6-12 months, it is crucial that the relaunched site actually works well for staff.

This full-day workshop provides a practical methodology for designing and redesigning intranets. Taking a user-centred approach, the workshop provides hands-on experience with a range of techniques, along with plenty of screenshots and discussions.

Topics covered on the day:
• What is your intranet brand and what does it convey to your staff
• Best practice user-centred design methodology
• Creating a robust intranet using card sorting and tree testing
• Usability testing and using staff feedback to enhance intranet development
• Designing page layouts
• Designing the homepage

James Robertson, Director, STEPTWO DESIGN
James is recognised as one of the world-wide thought leaders on the topics of web content management and intranet strategy. He has worked with many organisations in both the public and private sectors, including Fortune 500 companies and Federal Government agencies.

Workshop B:
Delivering a User-centric Online Experience

Your website like any other public channel is key to your brand. A good website will engage users and increase the chances of meeting your website KPIs be it making sales or providing information to the public.

In this workshop, attendees will be taken step by step through best practice customer service, how it relates to online communications and how to deliver a truly solid website and online strategy.
• Understanding the customer experience and examining the entire customer process
• Introduction to the marketing and IT teams – What they do and how they view the process
• Mapping out your online strategy and taking into account marketing and IT
• Web metrics – Finding out what you should be measuring, why and aligning your metrics with your organisational goals
• Understanding the marketing launch cycle
• Dealing with potential issues and managing roadblocks
• Building upon past success and failures

Alan Cox, Managing Director, LEFTCLICK LTD
Alan is a founder of LeftClick Ltd, he has been practising customer-centric design for well over a decade. His no-nonsense approach to website optimization has resulted in staggering increases in conversion rates and award wins with some of the big names in internet retailing both here in New Zealand and overseas.

Agenda

Agenda: Day 1

8.30

Registration & Coffee

9.00

Opening remarks from the Chair

Dorje McKinnon, Online Services Manager, LINCOLN UNIVERSITY

9.05

How to Create Online Experiences That People Love: Three Keys to World-Class Customer Experience

In this opening presentation, Trent will distil learning from research and design projects with 150 clients across 17 industries and present the most important online trends that are emerging here and overseas. This information will help you make better design decisions, create online experiences that people love, and allow you to speak with more authority.
• What trends you need to be aware of with regards to data, devices and social interactions
• What people expect from websites and online channels, based on over 4,500 usability tests
• Local and overseas examples of customer experience excellence across a number of industries
• The latest research in the fields of consumer interaction design and user experience

Trent Mankelow, CEO, OPTIMAL USABILITY

Please copy and paste the link below into your address bar to access Trents presentation

http://www.slideshare.net/Optimal.Usability/how-to-create-online-experiences-that-people-love

9.50

Case Study: Using Web Metrics to Drive Change and Improve Organisational Performance

This presentation will use a case study example to show how web metrics can be linked back to overall organisational performance and to drive operational improvements.
• Web metrics that need to be measured
• Prioritisation and planning for change
• Measurement and optimisation
• Issues that can arise when rolling out new features
• Using data to direct business and online strategy

Alan Cox, Managing Director, LEFTCLICK LTD

Please copy and paste this link into your address bar

http://bit.ly/aFqDdV

10.40

Morning tea

11.00

Case Study: Increasing Brand and Customer Loyalty Through a User Centric Website

In this case study, we share how we redeveloped our website to become more user-centric and give users exactly what they needed to boost customer satisfaction.
• Understanding your business and what users want
• Working from there and implementing website design
• Setting out KPIs and metrics
• Balancing simplicity and usability

Michael Turner, CEO, EVENTFINDER LTD

please check back soon for presentation

11.45

Case Study: Aligning Online Marketing and Online Communications Strategy with Organisational Strategy

Your website and online channels are key areas which therefore must send the right image. We examine models of good online communications strategy and how to better align it with your overall organisational strategy.
• Choosing and matching the right online communications channels to your organisation and its values
• Getting senior management buy-in
• Aligning your plans with the overall organisational strategy

Siobhan McKenna, General Manager MediaWorks Interactive, MEDIAWORKS

THIS SESSION WAS CANCELLED

12.30

Lunch

1.15

Panel Discussion: Being realistic about Digital Innovation and the Future of Web Communications

Our panel will provide different perspectives on effective forms of online communications with the focus on looking towards the future but keeping things real and local.
• Where is NZ now in terms of digital innovation?
• How has digital media affected the way New Zealand organisations work?
• How should online managers, communications and marketing position themselves in this new landscape?

Matthew Wright, Manager Online Innovation e-business, WESTPAC
Hayden Sanders, Managing Director, LEFTFIELD INTERACTIVE
Alana Ainsworth, Digital Marketing Manager, POSITIVELY WELLINGTON TOURISM
Lucy Hoffman, Manager Software Development, MUSEUM OF NEW ZEALAND TE PAPA TONGAREWA
Dan Buckley, NZ Business Development Manager, SITECORE NEW ZEALAND

2.00

Ensuring a Solid Strategy and Smooth Relations between the Online Team and the Marketing Team

In these back-to-back case studies we look at how to forge strong relationships with Marketing stakeholders and launch successful online marketing campaigns, with practical examples and useful tips will be given
Case Study 1: Telecom
• Selling yourself - getting marketers to understand what you do
• Getting involved – engagement and strategic alignment
• Getting the right mandate - avoiding design by committee
• Adding value - insights and measurement that help you prove your worth
Jennie Leng, Digital Experience Design Manager, TELECOM

Case Study 2: Te Papa
• Thinking like and understanding what marketing want
• What online metrics can you the online manager bring to the marketing table?
• Measuring success and evaluating your results for future campaigns
Anna Wilson, Manager Marketing & Communications,
Lucy Hoffman, Manager, Software Development, MUSEUM OF NEW ZEALAND TE PAPA TONGAREWA

Jennie Leng, Digital Experience Design Manager, TELECOM
Anna Wilson, Manager Marketing & Communications, MUSEUM OF NEW ZEALAND TE PAPA TONGAREWA
Lucy Hoffman, Manager Software Development, MUSEUM OF NEW ZEALAND TE PAPA TONGAREWA

3.30

Afternoon tea

3.45

Case study: Engaging the Online Interactive Crowd

Positively Wellington Tourism has been actively engaged in using online channels such as blogs, Facebook, Twitter and Trip Advisor. Here we cover our experiences and what we’ve learnt.
• Why it has to be all or nothing - Developing a strategy and making sure you’re in it for the long run
• Getting user engagement
• Measurement metrics and how they relate back to strategy

Sarah Meikle, General Manager Marketing, POSITIVELY WELLINGTON TOURISM

4.20

Workshop: Developing Your Online Channel Strategy

Using real case study examples, participants will be provided key tools on how to create and execute a viable long term online channel strategy that is tightly integrated with both marketing and overall strategy.
• Harnessing online channel possibilities and emerging channels to your advantage
• Setting out an integrated strategy and understanding your audience
• Setting out your business case and delivering what you need

Hayden Sanders, Managing Director, LEFTFIELD INTERACTIVE

5.10

Closing remarks from the Chair

5.15

Networking Drinks

Sponsors/Partners

Interested in sponsorship?

There are some exclusive opportunities to promote your company, and its products and services, at this leading event. Contact the sponsorship team below to request a prospectus or discuss the options, or view more about event sponsorship.