Woolworths: How Australia’s most trusted retailer creates unique and meaningful customer experiences 

The Woolworths Group comprises of some of Australia and New Zealand’s most celebrated and trusted brands – including Woolworths, Countdown Supermarkets, Big W, Everyday Rewards, Woolworths Insurance, Pet Culture, and more. 

With over 1000 agents handling more than 37M interactions every week, how will Woolworths take their CX organisation into the future? 

Hear from Timothy Whitfield, GM Technology at Woolworths Group to discover their CX journey including: 

• How to build customer trust through impactful customer experience 

• Powerful personalisation with timely, meaningful and actionable insights – through data and AI 

• Prepare for a rapidly evolving landscape through technology 

• CX roadmap for the future and the role AI will play in driving powerful customer and agent experiences and outcomes 

CMO50, Telstra Business Women’s Award Finalist and CX expert, Belinda is a passionate people, operations and customer experience advocate with a comprehensive background in leading multichannel service delivery in organisations across telecommunications, pharmaceuticals, health & wellness, and not-for-profit at the CEO, executive and director level – including at Optus, Pfizer, Weight Watchers and Australian Red Cross. 

With deep experience leading, supporting and consulting for CX, Contact Centre & Marketing teams, Belinda leads four aspects of service delivery and is a champion and specialist when it comes to building a truly seamless customer experience – by ensuring all customer facing functions work together: 

• Marketing 

• Sales 

• Commerce 

• Contact Centre & Customer Service 

Meet Fran, a dynamic change agent passionate about customers and making an impact through connected and considered people engagement and leadership. 

With over 20 years experience in the public sector, Fran has moved into the not-for-profit space and is now the CEO of the Auscontact Association – the peak industry body for the contact centre industry in Australia and New Zealand. 

Fran specialises in large scale service delivery; contact centre design, optimisation and strategy; digital service strategy and design; client experience optimisation; and strategic staffing solutions.

A foremost multi-disciplinary analyst in the APAC region, Audrey boasts an eclectic set of expertise across enterprise collaboration, unified communications-as-a-service (UCaaS), video, contact center, CX, outsourcing as well as artificial intelligence, enterprise mobility and digital transformation. ​ 

Audrey has a proven track record both as an analyst and a business leader, having spent close to two decades in analyst roles at Frost & Sullivan, providing counsel to C-level executives on go-to-market strategies – most recently as Head of Research and Senior Fellow at the firm’s ICT practice in Australia and New Zealand. 

With market expertise cross-regionally,​ Audrey has deep knowledge and experience across the Asia-Pacific, including Malaysia, Singapore and Australia, and is also a prominent thought leading speaker and regular contributor in the media across these markets. 

Register anyway and we will send you a copy of the session recordings!  Please note, not all sessions will be recorded. 

Attendance is completely free. The event is complimentary from Sprinklr.

We're expecting 70+ attendees from the customer experience function. 

CX Connect is an unmissable opportunity for customer experience leaders to discuss strategies and gather insights on using their customer service to fuel performance, improve profitability, increase retention, and drive growth.

You’ll experience an infusion of thoughts, ideas, and knowledge as some of the smartest people in your field come together. We guarantee you’ll be excited by ideas that push the boundaries of what’s possible. We hope you find yourself jotting an email to your team, “Can we do this?”. The ideas you take back your business will put you at the forefront of change. And not just that.

No, come as you are! No need for formal dress.

Please contact Li at li.loo@sprinklr.com