Salesforce World Tour Sydney
Agenda
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
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.
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.
Featured Speakers:
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?
Featured Speakers:
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.
Featured Speakers:
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.
Featured Speakers:
David Beale, Chief Transformation Officer at CPL
4:00 p.m.–4:30 p.m.
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.
Featured Speakers:
Gabrielle Dolan, Global Thought Leader and Author of Stories for Work, the Essential Guide to Business Storytelling
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.
Featured Speakers:
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.
Featured Speakers:
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%.
Featured Speakers:
Morgan Chandler, IT Delivery Lead, Reece
Liesl Schwendrat, Customer Care Platform Lead, Reece
Expo Floor Sessions
8:30 a.m.–8:50 a.m.
Begin your day with mindfulness
9:30 a.m.–9:45 a.m.
Impact Experience: Songlines in the Spatial Web
10:00 a.m.–10:20 a.m.
Pave Your Way to Success
10:30 a.m.–10:45 a.m.
Impact Experience: Indigital Storytelling
1:30 p.m.–1:45 p.m.
Impact Experience: Songlines in the Spatial Web
2:00 p.m.–2:20 p.m.
Program Your Mindset and Take Control
2:30 p.m.–2:45 p.m.
Impact Experience: Indigital Storytelling
4:00 p.m.–4:20 p.m.
Reset Those Wires, Anywhere
9:00 a.m.–9:45 a.m.
Decluttering Your Org
10:00 a.m.–10:45 a.m.
Drive Business Value with Sales Metrics that Matter
11:00 a.m.–11:45 a.m.
6 Guiding Principles for CRM Adoption
1:30 p.m.–2:15 p.m.
Decluttering Your Org
2:30 p.m.–3:15 p.m.
Drive Business Value with Sales Metrics that Matter
3:30 p.m.–4:15 p.m.
6 Guiding Principles for CRM Adoption
Trailblazer Sessions
9:30 a.m.–10:00 a.m.
Unlock New Career Opportunities with Salesforce Designer
Join us to discover how any Trailblazer can add designer skills to their portfolio. Learn how you can up-level your skills and design human-centric experiences on the Salesforce Platform.
Featured Speaker: Adam Doti, VP Designer Relations, Salesforce
10:20 a.m.–10:50 a.m.
Be a Trailblazer in the Salesforce Ecosystem
Anyone can build a successful career, community, and company in the Salesforce ecosystem. Learn how to supercharge Trailblazer success with the latest Trailblazer Community and Trailhead innovations.
Featured Speakers:
Megan Petersen, Director, Trailhead Marketing, Salesforce
Guest Trailblazer - Rebecca Aichholzer, Salesforce MVP | Head of Business Systems Success at QIC Real Estate
11:10 a.m.–11:40 a.m.
Get Started with Development on the Salesforce Platform
From Lighting Web Components to Functions, the power of developing on the Salesforce platform is endless. Join us for an overview of our top developer features and learn how to get started with them.
Featured Speaker: Aditya Naag Topalli, Lead Developer Advocate, Salesforce
2:20 p.m.–2:50 p.m.
Enhance your User Experience with Lightning Web Components
Lighting Web Components enable you to create beautiful and functional interfaces that users will love. Learn how easy it is to create reusable components while following web standards.
Featured Speaker: Aditya Naag Topalli, Lead Developer Advocate, Salesforce
3:10 p.m.–3:40 p.m.
Design and Build Low-Code Apps Fast
Learn how to leverage the Salesforce platform and its low-code tools to deliver innovative apps and automation at the speed of business.
Featured Speakers:
Judy Fang, Senior Technical Architect, Salesforce
Philip Du, Emerging Technical Architect, Salesforce
4:00 p.m.–4:30 p.m.
Accelerate Your Digital Transformation with AppExchange
Discover how Trailblazers leverage AppExchange to accelerate their digital transformations. Leave feeling energized and ready to tackle your toughest business challenges with AppExchange.
Featured Speakers:
Julie Jacobson, Senior Director, AppExchange Marketing, Salesforce
Josh Pell, Program Manager Customer and Digital Systems, Coliban Water
9:00 a.m.–9:30 a.m.
Meet the MVPs and Ask Them Anything
Meet the Australian MVPs and ask them anything! Learn about their journey to MVP and how they contribute to the Community.
Featured Speakers:
Australia Salesforce MVPs, including:
Adrienne Cutcliffe, Vickie Jeffery, Rebecca Aichholzer, Eliot Harper and Gaurav Kheterpal
9:30 a.m.–10:00 a.m.
Build Marketing Cloud Expertise with Trailblazer Community
Grow your Salesforce Marketing Cloud expertise with help from the Trailblazer Community. Learn how to get the most out of user groups, topics, forums and help articles.
Featured Speaker:
Eliot Harper, Senior Architect, CloudKettle
10:20 a.m.–10:50 a.m.
Turn Feedback into Features: How Salesforce Actions Feedback
Learn how to use Salesforce's Voice of the Customer technology to listen, analyse, and take action on customer feedback to build better customer experiences.
Featured Speaker:
Scott Allan, Sr. Manager, Product STrategy, Customer & Market Insights, Salesforce
2:20 p.m.–2:50 p.m.
Grow your Employees Careers with Trailhead
Learn how companies are harnessing the power of Trailhead to skill up their employees. Discover best practices for building a culture of learning at your organisation.
Featured Speaker:
Megan Petersen, Director, Trailhead Marketing, Salesforce
3:10 p.m.–3:40 p.m.
Become a Salesforce Certified UX Designer
Meet Design Trailblazers and discover what it takes to earn the Salesforce UX Designer credential. Learn how to work with customers to determine their needs using human-centered design.
Featured Speakers:
Adam Doti, VP Designer Relations, Salesforce
Elizabeth Miller, Producer, Designer Relations, Salesforce
4:00 p.m.–4:30 p.m.
From Trailhead to Trailheart - Fall in Love with Learning
Learn how Trailhead can help you rediscover a passion for learning and new skills. We'll discuss programs such as Trailhearts, which gamifies learning on Trailhead using a points and rewards system.
Featured Speaker:
Gaurav Kheterpal, Salesforce MVP
