Fifty-seven per cent of your customer’s decision is made before they even think about you. How you experiment with your customer’s behaviours, choices, expectations and manifest can take some real work, especially when delivering both physically and digitally.

What and how you influence can be a risky business because of the “what if” factor in sales.  Learn from Mercury about how they are transitioning the resources they have to campaigns, activations and engagement strategies that will net a positive impact on their bottom line.

Russell Douglas from D&Co will break down how you can leverage the entire customer experience

Eight other award winning industry leaders and companies will take you through some of the biggest hurdles facing kiwi marketers both now and in 2020. Join us as they discuss:

  • Interactive brand experiences and the digital tools backing them up to build genuine relationships.
  • What story can and should you tell in a 30-second video and what are your customers bingeing on?
  • Brand ethics beyond token sustainability branding – expectations, visibility and authenticity to a generation of environmentalists.
  • Managing your brand through a crisis – the first 48 hours. More than “No comment” or deleting comments – containment, liability and the real warning signs and when to escalate.
  • Realigning your brand, customer experience and internal values – who owns your brand story?

Bring your team, join like-minded marketers, and align your strategy to meet your customers’ expectations, so you feel confident that 2020 will be an amazing year.


Strategic Marketing
Conference 2019



Founder & Principal Strategist

Chief Marketing Officer

Chief Strategy Officer

Senior communications

Creative Directors
Vision Thing

Customer Director
New Zealand Trade & Enterprise

Customer Director
New Zealand Trade & Enterprise

CX Director

Storytech and Toothcrush

Copywriter & Facebook Ad Strategist
Shaking Trees

Global Head of Digital Content

Group Strategy Director


1:25 - 1:25


8:30 - 9:00

Registration and Networking - Tea and Coffee

9:00 - 9:10

MC Opening Remarks

Dan Maas, Global Head of Digital Content – Icebreaker

9:10 - 9:50

Frictionless Magic - In Pursuit of Customer Experience Excellence

  • Why delivering customer experience excellence is one of the surest ways to drive differentiation and growth in a highly competitive market.
  • Influencing CX trends and how taking a human centred design approach delivers break-through products and service design through a symbiotic balance between the PHD factors – the Physical, the Human, and the Digital
  • Unpacking the ‘how’ – a rapid journey through D&Co’s recent ‘CX Moments that Matter’ strategy for New World.
9:50 - 10:10

Global Moonshots - Bright minds, New Thinking and What’s Really Cool

  • Global trends, changing markets and how total experiences are evolving brands and customer experiences
  • Reinvigorating your customer relationships through experimentation and ideation
  • Who owns your customer experience and what role should marketing play?
10:10 - 10:40

From unboxing videos to mukbang communities - Navigating new customer behaviours, expectations and how they manifest in the digital world

  • When what was unusual is now typical – The behaviours reshaping what your customers expect and how they want to interact
  • From customer complaints and trolls to word of mouth and brand evangelists – What are your audience saying, where are they saying it, how are they interacting with your product and how can you use it to your advantage?
  • Getting your customers to engage, participate and own the relationship – How to incentivise your customers to build a two-way data partnership that you both can benefit from
10:40 - 11:05

Morning Tea and Networking Break

11:05 - 11:35

Converting your customer base in social media from casual love affair to long-term fanatic who transacts

  • Driving leads into a service business- Leveraging content and creating an ecosystem of trust online
  • Niching down when running social media ads- who do you have, how are you attracting them and what do they care about?
  • The critical offer and the difference between burning your cash and making money
  • Ready, Set, Go – A walk through how to build your own social media funnel that converts.
11:35 - 12:05

Idea generation & content creation - Video marketing that your customer actually care about

  • Tricks of the trade – Creating high impact memorable online videos that leave your customers wanting more.
  • Saving you money in the long hall – The absolute do’s and don’ts of content creation when telling your brand and product story to the world.
  • Thirty seconds bye sized or long form? – The science behind telling an emotive story though your video content.
  • Learning from the best and avoiding the worst – Examples that all budgets can leverage off.
12:05 - 12:35

Brand ethics beyond token sustainability branding – expectations, visibility and authenticity in a generation of environmentalists

  • Opportunity vs risk – Deciding how and where to get involved with the issues that matter to your brand, your customer and your teams
  • What authentic story should you tell around your triple bottom line?
  • How much do your customers expect you to share when it comes to your environmental and social responsibility and where does this sit in your marketing mix?
  • Learning from the best and avoiding the worst – Examples that all budgets can leverage off.
12:35 - 1:30

Lunch & Networking Break

1:30 - 2:00

Case study: Managing your brand through a crisis

  • Becoming ‘crisis-fit’ in a volatile landscape
  • The first 48 hours – More than “No comment” or deleting comments – Containment, liability and and the real warning signs and when to escalate
  • The virtual war room and who’s leading the crisis plan – your team, their responsibilities and maintaining agile communications
  • Defining your communications plan – who’s leading, when and how to re-frame
  • Reputation and Recovery – restoring trust and credibility to get your customer’s loving you again
2:00 - 2:30

Storytelling for brand leaders, Marketers and innovators: how to sell new ideas to contemporary consumers and internal stakeholders.

  • Setting the foundations & defining the values that matter -Why the right ‘brand story’ is critical when marketing innovative companies
  • Identifying the important components of powerful story. 
  • How to find the best story for any business of any size.
2:30 - 2:50

Networking Break

2:50 - 3:20

Let’s get Physical - interactive brand experiences and the digital tools backing them up to build genuine relationships

  • Designing offline experiences that are more than hosting opportunities
  • Closing the loop with your new relationships – Driving traffic from your interactive experiences towards trackable online resources and engagement
  • Playing the long game and keeping them coming back for more – Moving from nice-to-have to a tool that adds value to the choices they’re making every day
3:20 - 3:50

Experimentation, Ownership and Performance - Driving a whole-of-business approach to your customer experience

  • Simple is not enough – how to frame CX as both human-centred and part of your brand’s enduring story.
  • Equipping the business to build and manage on-brand experiences that deliver the marketing promise.
  • The key tools to infuse brand personality into experience design.
3:50 - 4:00

Closing Comments from MC

Individual Registration

EMA Members

$ 595
00 +GST
  • Complimentary Wi-Fi
  • Free Parking - 11 Auburn Street
  • 6.0 CPD Hours


$ 795
00 +GST
  • Complimentary Wi-Fi
  • Free Parking - 11 Auburn Street
  • 6.0 CPD Hours

Group Registration (2+)

Group Members

$ 395
00 +GST
  • Complimentary Wi-Fi
  • Free Parking - 11 Auburn Street
  • 6.0 CPD Hours

Group Non-Members

$ 595
00 +GST
  • Complimentary Wi-Fi
  • Free Parking - 11 Auburn Street
  • 6.0 CPD Hours

Venue & Location

Related Short Course

The Sales Skills Master Suite

If you are new to sales, if you are demonstrating great potential, or even if you are a seasoned pro, but you are struggling in some areas of your sales process, this comprehensive programme will help you optimise your sales performance and improve your win rates.

Managing Workplace Stress, Mental Health and Wellbeing

This course will benefit all managers, supervisors, Health and Safety Reps and workers involved in any way in Health and Safety. Suitable for all types of business from small office to heavy industrial.

Leading a Customer-Centric Organisation

For top managers, HR leadersand business owners. If you are in an influential position in your organisation, and you understand that customer satisfaction is the only true measure of success, this course will provide you with the necessary tools, evidence and motivation to create a truly customer-centric organisation.