On behalf of the Australasian Society of Association Executives (AuSAE), I am delighted to invite you to MX, a one day Member Experience Event at the Melbourne Convention and Exhibition Centre on Monday 25 November.
The consumer landscape has fundamentally shifted. Technology has and will continue to change the way we live, work and play. Members demand of their associations the same level of customer experience as they do from the other service providers in their life. They want services that are delivered on demand, flexible, frictionless and personal.
In this rapidly evolving world of customer experience, how do membership organisations evolve and adapt to integrate the concept of Member Experience (MX) into our current structures? What fundamentals do we have right? What needs to change?
I invite you to join us and hear from leading industry experts as we explore learnings from those who have commenced this journey, how using new technology can enhance membership outcomes and how using CX strategy can help us understand what members really want from their association.
You will have the opportunity to meet and interact with peers and colleagues to share and discuss your challenges and experiences.
AuSAE would like to thank our Venue Partner, the Melbourne Convention and Exhibition Centre for supporting the inaugural MX Event.
Warm Regards
Toni Brearley, CEO, AuSAE
Monday 25 November 2019
08:30am
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Registration and Morning Coffee |
09.00 |
MX Opening and Welcome Session
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09.30 |
KEYNOTE: Robbie Kellman Baxter The Membership Economy: A Silicon Valley Guide to Engagement, Loyalty and Optimal Revenue (via video link) Companies like LinkedIn, Amazon and Salesforce have created forever transactions with their customers by incorporating subscription pricing and community connections into their business models. As a result, consumer expectations about what membership means have changed dramatically. What can your organization do to leverage this massive transformation to engage customers, build loyalty and establish predictable revenue? What lessons can be learned from for-profit membership models? How can you optimize pricing, including use of subscriptions, free trials and freemium offerings to expand engagement? In this interactive session, we’ll focus on how to structure offerings (both online and offline) that will appeal to long-time members and prospects alike.
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10.30 | Using Design thinking and CX principals to re-imagine your association - Jude Walta & Stephen Luke, Revium
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11.15 |
Morning Tea and Networking
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11.45- 1.30pm | Association Case Studies: Enhancing Member Experience through services re-design. Ariel Tate, Marketing & Communications Manager, Australian Chiropractic Association Matthew Connor, General Manager Membership & Marketing, Australian Dental Assocation Chris Walton, CEO, Professionals Australia | Association Case Studies: Starting the MX Journey - sharing learnings, celebrating success Jen Shailer, Customer Experience Manager, Australian Red Cross Paula Rowntree, Head of Events and Experience, Royal Australian College of General Practitioners (RACGP) Rachael Fisher, Member Experience, Recruitment Consulting and Staffing Association (RCSA) |
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Opening Keynote Speaker - Robbie Kellman Baxter, Strategy Consultant and Author Robbie Kellman Baxter is the founder of Peninsula Strategies LLC, a management consulting firm, as well as the author of the bestselling The Membership Economy: Find Your Superusers, Master the Forever Transaction & Build Recurring Revenue. Her forthcoming book The Forever Transaction will be released by McGraw Hill in spring of 2020. She coined the popular business term “Membership Economy", which is now being used by organizations and journalists around the country and beyond. Her clients have included large organizations like Netflix, the National Restaurant Association and Stuff NZ, as well as dozens of smaller venture-backed companies. Over the course of her career, Robbie has worked in or consulted to clients in more than twenty industries. Before starting Peninsula Strategies in 2001, Robbie served as a New York City Urban Fellow, a consultant at Booz Allen & Hamilton, and a Silicon Valley product marketer. Robbie has been quoted or interviewed by dozens of media outlets, including CNN, NBC, and NPR. As a public speaker, Robbie has presented to thousands of people in corporations, associations, and universities. She has an AB from Harvard College and an MBA from the Stanford Graduate School of Business. |
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Closing Keynote Speaker - Amy Jacobson, Emotional Intelligence Specialist, Finding your Y Amy has over 15 years’ experience working with businesses and career minded people to transform teams to achieve outstanding results, ignite passion, develop strengths and use EI to create a clear career path to high performance and success. Amy is an Internationally recognised Practitioner of NLP (Neuro-Linguistic Programming) and Time Line Therapy, a member of the ICF (International Coaching Federation) and a Certified Level 2 Advanced Coach. Amy also holds Associate Diploma’s in Management and Financial Services (Financial Planning) to name a few. Amy has a burning passion and drive to see people reach their full potential, embrace their strengths and find their ‘y’. |  |
Plenary Speakers - Stephen Luke & Jude Walta, Revium Stephen LukeStephen is a Customer Experience Designer at Revium, a Digital Consultancy in Melbourne. For the past decade he has been working with some of Australia’s biggest brands to re-imagine and re-engineer customer, brand and employee experience. A passionate advocate for the customer, well known for challenging assumptions in the boardroom and championing tangible customer research and validation. Stephen believes only by admitting that we don’t know everything about our customer can we begin to create meaningful and innovative customer connections. Jude WaltaJude is a Customer Experience Designer at Revium, a Digital Consultancy in Melbourne. She is a Human Centred Designer passionate about helping organisations grow and innovate by better understanding their customers and developing frameworks to drive meaningful customer relationships. A decade working in strategic marketing and innovation roles, an MBA and qualifications in Human Centred Design perfectly sees Jude bring a people first approach to business transformations while understanding the reality of organisational constraints. |
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Session Speaker - Jen Shailer, Customer Experience Manager, Australian Red Cross Customer Experience Manager, expert in the development customer centric programs. Driver of change, and people underpinning successful and profitable operations. Creative and intuitive, background includes a rich mix of talents from digital innovation and relationship management, to operational turnarounds and business integrations. Expressive and influential in generating consensus and steering people through problem solving. Human Centred designer and a zest for transforming workplaces into models of contemporary best practice |
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