LEAGUES CLUBS AUSTRALIA IN CONJUNCTION WITH CONFERENCE SPONSOR IGT PROUDLY PRESENTS
GAMING & MANAGEMENTCONFERENCE
REGISTRATIONS ONLINE AT WWW.LCA.ASN.AU
TUESDAY 2 – THURSDAY 4MAY 2017
CROWN MELBOURNE
9.00am Welcome & Opening Comments Andrew Neagle
Director of Sales Australia & New Zealand, IGT
9.30am Opening Speaker Gus Balbontin
Gus Balbontin is the former Executive Director and Chief Technology Officer at Lonely Planet. This combined with his background in investing, advising and founding new start-ups has enabled Gus to equally engage with people from the mailroom to the boardroom, from embryonic start-ups to large public corporations.
With his ever curious and experimental style, he worked with some amazing people and companies to help Lonely Planet tackle the digital revolution and muscle through a decade of disruption by developing products and technology platforms that contributed to the revolution in travel and media.
He has now hung up the boots of corporate life and is ready to share his experiences with others. Energetic, enthusiastic, passionate, engaging, practical, frank, big-thinker - words used by those who have worked with or have listened to him present. Gus talks of business disruption and transformation, plus the successes and failures of a media industry that continuously goes through significant reinvention. The lessons he shares can be applied to every industry, business and individual facing the challenges of the 21st century.
10.30am Morning Tea
10.50am The Impact of Effective Digital Communication
Danielle Di-Masi
Danielle Di-Masi is globally recognised as an expert on digital communication. A Stevie Award-winner of ‘Woman of the Year’, for more than a decade she has worked with individuals and organisations to finesse their digital strategies to ensure that every e-interaction made – whether that be for business or pleasure – is presented with consistency and a goal in mind.
Whether someone is fully digitally #engaged or just connects occasionally, Danielle’s message resonates: your digital self matters.
Organisations that look to Danielle’s expertise include State and Federal Governments, including the Prime Minister and Cabinet, universities, non-profits, small businesses, A-list celebrities and corporate giants. Her corporate clients range from 3M, Twitter, LinkedIn and Google to Deloitte, Qantas, Telstra, American Express, Nissan, News Ltd. and the Commonwealth Bank of Australia
11.45am Re-imagining the Customer Experience Theo Papanikolaou
Theo Papanikolaou is a most sought-after educator, consultant and speaker in the field of customer service excellence. With over 25 years experience encompassing management and L&D roles with leading five-star organisations, Theo specialises in helping organisations to upgrade their performance, improve business results and secure a sustainable advantage by changing how they deal with customers.
By 2020, customer service and the experience will overtake price and product as the key brand differentiator based on the Customer 2020 Report by Accenture. Hence, organisations will need to develop and implement an integrated customer experience strategy for building a customer-centric culture.
The driving force of a customer-focused culture is a group of inspired leaders who are convinced of and committed to the long-term value of service excellence. In this powerful and interactive presentation, you will gain valuable insights in how to align your business goals by implementing a holistic strategy which integrates the four core activities (lead, build, enable and sustain), that will upgrade your business performance quickly and help build a self-sustaining culture that grows stronger over time.
12.40pm Lunch
1.20pm Digital Laboratory - Blending Mediums, Machinery, and the Millennial
David Bollesen Vice President, Studios, Asia Pacific, IGT
Creating an entertainment experience has been the core drive of David Bollesen’s 20-plus years in the digital media industry. He’s combined his extensive creative and design background with, technology expertise and a love of gaming to deliver next-generation products to the global market. David has collaborated on numerous gaming projects at companies including Electronic Arts, THQ, and IGT.
Interweaving creative solutions with a consistent effort to better understand the player, David has earned accolades as a digital architect and designer. In his current position as Vice President of Game Studios for Asia Pacific, David oversees IGT’s product development, studio operations, and growth strategies for gaming markets throughout the region.
The upcoming years in the gaming industry will present challenges for growth as well as opportunities for innovation. David believes that developers and operators must aggressively drive for new features and technologies with a keen awareness of the core concepts that have made pokies a success in Australia. David will outline some of these challenges, and how the emerging features and technology will open up new gaming avenues and experiences.
Club Industry Education Points – All members of the Club Managers Association of Australia (CMAA) will receive five (5) education points towards the maintenance of their ACCM. In addition, all conference attendees will receive a Certificate of Participation.
WEDNESDAY 3 MAY 2017 – CROWN CONFERENCE CENTRE
1.50pm Problem Gambling and Responsible Gambling: The Right Way Forward Professor Alex Blaszczynski
Dr. Alex Blaszczynski holds the position of Professor of Clinical Psychology and Director of The University of Sydney Gambling Treatment and Research Clinic. He is a clinical psychologist by training, and an academic who has in excess of thirty years extensive clinical and research experience in understanding the psychology of gambling, the negative impact of problem gambling at the personal, familial and societal levels, concepts and strategies related to harm minimisation and its measurement, and public policies related to responsible gambling initiatives. He has developed a conceptual pathways model explaining the aetiology of pathological gamblers used internationally by clinicians to inform their management of gambling disorders, and evaluated the impact of changes to the design of electronic gaming machines. He has been involved in a number of studies reviewing Internet treatment interventions, and the prevalence and characteristics of Internet gamblers. Dr. Blaszczynski is currently the chairman of the UK’s Responsible Gambling Trust’s Machines Research Oversight Panel, and Editor-in-Chief of International Gambling Studies.
2.40pm Afternoon Tea
3.00pm The State of Play: 2017 Gaming Panel
• Ross Ferrar – CEO Gaming Technologies Association
• Paul Newson – Deputy Secretary Liquor, Gaming & Emergency Management, Liquor & Gaming NSW
• Mike Sarquis – Executive Director, Office of Liquor & Gaming Regulation, Queensland
• Peter Cohen – Trustee of the International Association of Gaming Advisors and Advisory Board Member of International Center for Gaming Regulation Las Vegas
• Dr. Alex Blaszczynski - Professor of Clinical Psychology and Director of the University of Sydney Gambling Treatment and Research Clinic.
4.00pm Jurisdictional Workshops
THURSDAY 4 MAY 2017 – CROWN COLLEGE
9.00am Workshops / Back of House Tours:
• Danielle Di-Masi – Maximising your Digital CommunicationListed in the Top 20 Business Keynote Speakers in Australia , Danielle Di-Masi is also a university lecturer, media commentator, award-winning blogger and international-featured expert in digital and print media. She is the social and business behaviour expert for Network Ten and the University of New South Wales. Danielle Di-Masi’s seemingly magic mix of business experience, social behaviour, technology and science combines to reveal a message that is motivational, educational and, most of all, human.
• Theo Papanikolaou - Designing and Delivering an integrated Customer Experience
The Customer Experience (CX) refers to the practice of managing and improving the interaction between an organisation and its customers over the duration of their relationship. It directly relates to customer satisfaction and loyalty, ultimately leading to increased revenue and financial success. It is constantly referred to as being the final and most important battleground for competition but the complexity of the machine is rarely understood or applied in a manner that generates sustainable commercial benefits.Led by renowned CX Expert Theo Papanikolaou, discover how to design and deliver a consistent and positive customer experience utilising different service channels and catering to diverse customer service needs and personas.
• Crown Presents – a series of presentations from Crown Executive Management
• The new CMS – more than just monitoring – Frank Makrylos (MAX), Ross Martin (CMS Project Manager NSW OLG) and Ross Ferrar (GTA).
• Crown Back of House Tour – Gaming
• Crown Back of House Tour – Food & Beverage
The VenueCrown Metropol Melbourne has redefined contemporary luxury and rooms feature high speed wireless internet access, HD LCD televisions and an iPod docking station. A full buffet Breakfast will be served in the signature restaurant Mr Hive Kitchen & Bar.
Additional experiences to discover include a heated indoor infinity pool with a panoramic viewing deck overlooking Melbourne, our exclusive 28 Skybar Lounge and ISIKA Day Spa & Urban Retreat.
Conference sessions are located in the Crown Conference Centre (on Wednesday) and Crown College (on Thursday), both of which offer state of the art audiovisual technology and will comfortably accommodate our delegates.
Crown Melbourne 8 Whiteman Street Southbank VIC 3006 Phone: (03) 9292 6211
PO Box 20426 World Square NSW 2002
Phone (02) 9281 3277
Fax (02) 9281 3655
www.lca.asn.au
CONFERENCE AND ACCOMMODATION PACKAGE COSTINGSTwin Share $1250.00 per person (incl GST) Single $1490.00 per person (incl GST) Your package includes:
• Two (2) night’s accommodation plus two (2) full hot buffet breakfasts served at Mr Hive Restaurant • Conference Welcome Reception (including canapes and beverage package with beer, wine and soft drinks) • 2 Days of Conferencing including one (1) full day of speaker sessions and (1) full day of workshop options, two (2) morning teas and lunches plus speaker’s notes (where available), mints and notepads. • Mid - Conference Evening Event • Full use of the Crown Metropol facilities including gymnasium and pool.
CONFERENCE PACKAGE COSTINGS Welcome Reception, Conference Sessions & Event Evening $875.00 per person (incl GST)
Conference Sessions attendance only $650.00 per person (incl GST)
AIRLINE TRAVEL WITH VIRGIN AUSTRALIAPrice $400.00 per person
includes return economy air travel Syd/Melb/ Syd (including all taxes), luxury coach transfers from Tullamarine Airport to Crown Metropol and return, charges and GST.
Booking Conditions
Cancellations – will be accepted prior to Friday 21st April 2017. Cancellation fees will apply after that date – substitutions are welcome. Checkout – Your room must be vacated and any room charges settled by 11.00am on the day of check out. The hotel staff will be happy to store your bags for you until departure.
CONFERENCE SCHEDULE
TUESDAY 2 MAY 2017
From 2.00pm Hotel Check In
From 3.00pm Conference Registration
From 5.30pmJoin your industry colleagues at the Conference Welcome Reception
WEDNESDAY 3 MAY 2017 – CROWN CONFERENCE CENTRE
6.30am – 10.30amFull buffet breakfast – Served in Mr Hive Restaurant
8.00am – 9.00am Conference Registration
9.00am – 12.40pm Conference Session 1. Dress: Smart Casual.
12.40pm Lunch break
From 1.20pm Conference Session 2
From 6.30pm Mid – Conference Evening Event commences
THURSDAY 4 MAY 2017 – CROWN COLLEGE
6.30am – 10.30amFull buffet breakfast – Served in Mr Hive Restaurant
8.00am Don’t forget to check out
9.00am – 12.30pm Conference Workshops. Dress: Smart Casual
12.30pm Farewell lunch
Safe journey home.
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