In this episode of The Conference Collective, Darrell Hardidge takes centre stage to unravel the intricacies of customer success in the realm of business events. Join us as we delve into the critical role of analytics and reporting in monitoring client satisfaction, event success, and attendee engagement.

Darrell sheds light on common pitfalls affecting client happiness and emphasises the pivotal role of effective communication. The discussion unveils why proactive engagement with clients is paramount and explores the contrast between proactive and reactive approaches in ensuring long-term success.


About Darrell Hardidge:
Darrell is the founder and CEO of Saguity. A specialist customer experience company that has interviewed over 600,000 customers.Darrell helps businesses understand what creates extreme Customer loyalty, and how to create and replicate the service excellence behaviours that earn the trust of your market.

Customer Satisfaction as a measurement of your loyalty is no longer valid or effective, it’s the yellow pages of the past. The new focus, leading companies have, is on measuring Customer Appreciation, the heart connection and what makes you highly Relevant to your market. Darrell is the published author of “The Client Revolution” and the best seller “The 10 Commandments of Client Appreciation”.

Darrell’s LinkedIn: https://www.linkedin.com/in/darrellhardidge/
Saguity Website: https://saguity.com/


About The PCOA:
The PCO Association is the leading body representing the interests of Professional Conference Organisers and Event Managers in Australia and New Zealand.

The Association’s objectives are to increase the standard of professionalism of its members and promote a better understanding of the roles, functions and contributions of Professional Conference Organisers and Event Managers and other practitioners in the conference and event sector.

Website: www.pco.asn.au


About Connected Event Group:
At Connected Event Group we offer innovation and creativity in audio-visual services and event production, employing technical solutions that help people and businesses communicate with each other. We’ve been translating event technologies for our clients for over two decades specialising in AV equipment and service, technical event production management and broadcasting, across a range of industries. We’re experts in making the impossible possible.

Website: www.connectedeventgroup.com


About Libbie Ray:
Libbie Ray is the Director of Connected Event Group and the President of the Entrepreneurs Organisation Sydney. Libbie's 20 years of experience across marketing, events, technology, and broadcast production provides a well-rounded approach to the new world of events. Libbie's passionate about sharing her knowledge and insights and works with Skills IQ and TAFE to assist in the development of the training and education framework for her sector.

Libbie’s LinkedIn: https://www.linkedin.com/in/libbie-ray/

In this episode of The Conference Collective, we are thrilled to welcome Rebecca Wessels, the founder and CEO of Ochre Dawn, to discuss the transformative power of Reconciliation Action Plans (RAPs). Rebecca shares her insights on what RAPs are and why they are crucial for businesses aiming to foster inclusivity and reconciliation within their communities. Learn practical steps for incorporating a RAP into your event, and understand the importance of building genuine relationships with local communities. Rebecca also addresses common fears, misconceptions, and mistakes businesses often encounter when implementing RAPs. Tune in to gain valuable knowledge and strategies for making a meaningful impact through your events.


About Rebecca Wessels:
Rebecca Wessels is the founder and CEO of Ochre Dawn Pty Ltd a specialist marketing and branding business. With years of experience in community services and youth work, combined with skills obtained from over a decade working in corporate IT, Rebecca’s unique skill set and background offers a great foundation for creative solutions for clients’ needs.

A descendent of the Stolen Generations from Ngarrindjeri and Peramangk peoples, as well as the City of Salisbury founder, John Harvey, Rebecca is passionate about South Australia, First Nations’ community, storytelling and creative business practices.

Rebecca brings the preservation of language and culture to the forefront of innovative business practices by advocating for respect for ethnicity, diversity and multiculturalism. Rebecca’s background in working closely with First Nations, new Australians (former refugees) and international students has inspired her to engage the business community in a way that acknowledges and values the contributions of these groups.

Rebecca’s LinkedIn: https://www.linkedin.com/in/rebeccawessels/
Ochre Dawn Website: https://www.ochredawn.com.au/


About The PCOA:
The PCO Association is the leading body representing the interests of Professional Conference Organisers and Event Managers in Australia and New Zealand.

The Association’s objectives are to increase the standard of professionalism of its members and promote a better understanding of the roles, functions and contributions of Professional Conference Organisers and Event Managers and other practitioners in the conference and event sector.

Website: www.pco.asn.au


About Connected Event Group:
At Connected Event Group we offer innovation and creativity in audio-visual services and event production, employing technical solutions that help people and businesses communicate with each other. We’ve been translating event technologies for our clients for over two decades specialising in AV equipment and service, technical event production management and broadcasting, across a range of industries. We’re experts in making the impossible possible.

Website: www.connectedeventgroup.com


About Libbie Ray:
Libbie Ray is the Director of Connected Event Group and the President of the Entrepreneurs Organisation Sydney. Libbie's 20 years of experience across marketing, events, technology, and broadcast production provides a well-rounded approach to the new world of events. Libbie's passionate about sharing her knowledge and insights and works with Skills IQ and TAFE to assist in the development of the training and education framework for her sector.

Libbie’s LinkedIn: https://www.linkedin.com/in/libbie-ray/

On this episode of The Conference Collective, dive into the enchanting world of music, events, and well-being with our guest, Ciaran Gribbin. Throughout the episode, Ciaran discusses his rich background in the music and events industries, offering a unique perspective on the intersection of sound and health within our personal lives, and in our events. Ciaran further delves into the profound health benefits of breathwork and shares practical ways to incorporate these elements into your upcoming events, creating immersive experiences that engage and uplift participants.


About Ciaran Gribbin:
Ciaran Gribbin is a Grammy-nominated songwriter and performer who, in addition to working with world class artists such as Madonna, U2, Paul McCartney, Snow Patrol and Al Pacino, has toured the world as the frontman of INXS. Ciaran received his Grammy nomination for co-writing Madonna’s hit ‘Celebration’.

As a singer who has stood on stage thousands of times in front of audiences - from a handful of people to tens of thousands as a singer, Ciaran truly understands the power, music has to change people’s mood in an instant. This experience inspired Ciaran to start two businesses which use music to connect people in the corporate world - Rock and Roll Team Building (RNRTB) and Vibrate Your Mind (VYM). and founder of hold space for me - Well being support community for the business event professions.


About The PCOA:
The PCO Association is the leading body representing the interests of Professional Conference Organisers and Event Managers in Australia and New Zealand.

The Association’s objectives are to increase the standard of professionalism of its members and promote a better understanding of the roles, functions and contributions of Professional Conference Organisers and Event Managers and other practitioners in the conference and event sector.

Website: www.pco.asn.au


About Connected Event Group:
At Connected Event Group we offer innovation and creativity in audio-visual services and event production, employing technical solutions that help people and businesses communicate with each other. We’ve been translating event technologies for our clients for over two decades specialising in AV equipment and service, technical event production management and broadcasting, across a range of industries. We’re experts in making the impossible possible.

Website: www.connectedeventgroup.com


About Libbie Ray:
Libbie Ray is the Director of Connected Event Group and the President of the Entrepreneurs Organisation Sydney. Libbie's 20 years of experience across marketing, events, technology, and broadcast production provides a well-rounded approach to the new world of events. Libbie's passionate about sharing her knowledge and insights and works with Skills IQ and TAFE to assist in the development of the training and education framework for her sector.

Libbie’s LinkedIn: https://www.linkedin.com/in/libbie-ray/

In this episode of The Conference Collective, Dr. Lucy Mercer-Mapstone shares invaluable insights on fostering inclusivity and safety in business events. Join us as we explore the nuances of planning for accessibility and discover small, impactful changes that can be implemented to make events more inclusive.

Dr. Mercer-Mapstone highlights common pitfalls in event planning and discusses the systematic changes needed to create truly inclusive events and workplaces. The conversation extends to leadership approaches, offering guidance on how leaders can revolutionise their approach to inclusion.

Learn the art of asking the right questions in a considerate way, as Dr. Mercer-Mapstone provides practical advice for initiating conversations that contribute to building more inclusive and safe events. Tune in for a thoughtful exploration of creating spaces where everyone feels welcome and valued.

About Dr Lucy Mercer-Mapstone:

Dr Lucy Mercer-Mapstone who is an internationally renowned engagement expert. She specialises in designing engagements which are centred around equity, diversity, and inclusion. Her passion is for creating spaces where everyone can feel safe, included, and celebrated by supporting people and organisations to develop the skills for true inclusion. She brings a cross-sector perspective having worked and engaged across higher education, community, not-for-profit, corporate, and government sectors.

Dr Lucy’s LinkedIn: https://www.linkedin.com/in/dr-lucy-mercer-mapstone-b57b2460/

About The PCOA:
The PCO Association is the leading body representing the interests of Professional Conference Organisers and Event Managers in Australia and New Zealand.

The Association’s objectives are to increase the standard of professionalism of its members and promote a better understanding of the roles, functions and contributions of Professional Conference Organisers and Event Managers and other practitioners in the conference and event sector.

Website: www.pco.asn.au

About Connected Event Group:

At Connected Event Group we offer innovation and creativity in audio-visual services and event production, employing technical solutions that help people and businesses communicate with each other. We’ve been translating event technologies for our clients for over two decades specialising in AV equipment and service, technical event production management and broadcasting, across a range of industries. We’re experts in making the impossible possible.

Website: www.connectedeventgroup.com

About Libbie Ray:

Libbie Ray is the Director of Connected Event Group and the President of the Entrepreneurs Organisation Sydney. Libbie's 20 years of experience across marketing, events, technology, and broadcast production provides a well-rounded approach to the new world of events. Libbie's passionate about sharing her knowledge and insights and works with Skills IQ and TAFE to assist in the development of the training and education framework for her sector.

Libbie’s LinkedIn: https://www.linkedin.com/in/libbie-ray/

In this episode of The Conference Collective, we explore the fascinating world of artificial intelligence (AI) with Craig Rispin, a renowned futurist. Craig provides insights into the history and evolution of AI, from its origins to its current state, highlighting the transformative impact of AI on productivity and efficiency across various industries.

The conversation delves into people's perceptions and fears surrounding AI, addressing common concerns about the unknown and change associated with advancing technologies. Craig emphasises the role of AI in the events industry, illustrating how technology can revolutionise event experiences and enhance engagement.

Looking ahead, Craig predicts future advancements in AI and discusses how businesses can effectively implement and leverage AI technologies. He emphasises the importance of human oversight and involvement in AI processes, debunking myths and misconceptions while stressing the need for security measures in AI implementation.

Tune in to this enlightening episode to discover how AI is transforming industries and learn actionable strategies for harnessing AI's potential in your business and event endeavours.

PromptPerfect: https://promptperfect.jina.ai/
Gamma AI: https://gamma.app/

About Craig Rispin:

Craig Rispin is one of the world’s leading futurists - he is an expert in emerging business, people and technology trends – and how companies can profit from them.

Craig’s keynotes and strategic planning are powered by Artificial Intelligence research of over 1 million data sources - revealing the future of any industry or major topic.

He has over 35 years of experience working where the future has been created – with some of the most innovative organisations in the world. An award-winning keynote speaker and CEO mentor, he shows his clients how to: Know First, Be First and Profit First.

Craig’s LinkedIn: https://www.linkedin.com/in/craigrispin/

Craig’s Website: https://www.futuretrendsgroup.com/

About The PCOA:
The PCO Association is the leading body representing the interests of Professional Conference Organisers and Event Managers in Australia and New Zealand.

The Association’s objectives are to increase the standard of professionalism of its members and promote a better understanding of the roles, functions and contributions of Professional Conference Organisers and Event Managers and other practitioners in the conference and event sector.

Website: www.pco.asn.au

About Connected Event Group:

At Connected Event Group we offer innovation and creativity in audio-visual services and event production, employing technical solutions that help people and businesses communicate with each other. We’ve been translating event technologies for our clients for over two decades specialising in AV equipment and service, technical event production management and broadcasting, across a range of industries. We’re experts in making the impossible possible.

Website: www.connectedeventgroup.com

About Libbie Ray:

Libbie Ray is the Director of Connected Event Group and the President of the Entrepreneurs Organisation Sydney. Libbie's 20 years of experience across marketing, events, technology, and broadcast production provides a well-rounded approach to the new world of events. Libbie's passionate about sharing her knowledge and insights and works with Skills IQ and TAFE to assist in the development of the training and education framework for her sector.

Libbie’s LinkedIn: https://www.linkedin.com/in/libbie-ray/

Join us on The Conference Collective as Michael Fleck guides us through the dynamic landscape of business events in 2024. Michale delves into the importance of not just talking about sustainability but implementing policies and practices that create a lasting impact and emphasises the need for events to be 'real,' resonating with audiences regardless of their format. Michale further explores the vital role of data in the early stages of event planning, highlighting the significance of monitoring sustainable practices and their impact. The discussion unfolds into the delicate balance between making "safe" choices and pushing the boundaries of innovation in the market.

Michael shares insights on embracing change incrementally, one step at a time, and how this approach can lead to meaningful transformation. The episode also touches on the integration of AI in events, providing a glimpse into the technological advancements shaping the future of the industry.

About Michael Fleck:

Michael has had an impressive career, consisting of over 30 years in the events and production space, bringing complex event design solutions to life. He has been instrumental in designing and leading the shift across in-person to hybrid and online solutions. Michael thrives on challenging global partners with the adage – 'what would you love to do but haven’t been able to yet' – giving them the freedom to create. He finds the adrenalin of live-action and guest response that makes our work so satisfying. Michael strives to improve on each new project with innovation and technology.

Michael’s LinkedIn: https://www.linkedin.com/in/michaelfleck-event-producer/

Synergy Effect Website: https://synergyeffect.com.au/

About The PCOA:
The PCO Association is the leading body representing the interests of Professional Conference Organisers and Event Managers in Australia and New Zealand.

The Association’s objectives are to increase the standard of professionalism of its members and promote a better understanding of the roles, functions and contributions of Professional Conference Organisers and Event Managers and other practitioners in the conference and event sector.

Website: www.pco.asn.au

About Connected Event Group:

At Connected Event Group we offer innovation and creativity in audio-visual services and event production, employing technical solutions that help people and businesses communicate with each other. We’ve been translating event technologies for our clients for over two decades specialising in AV equipment and service, technical event production management and broadcasting, across a range of industries. We’re experts in making the impossible possible.

Website: www.connectedeventgroup.com

About Libbie Ray:

Libbie Ray is the Director of Connected Event Group and the President of the Entrepreneurs Organisation Sydney. Libbie's 20 years of experience across marketing, events, technology, and broadcast production provides a well-rounded approach to the new world of events. Libbie's passionate about sharing her knowledge and insights and works with Skills IQ and TAFE to assist in the development of the training and education framework for her sector.

Libbie’s LinkedIn: https://www.linkedin.com/in/libbie-ray/

In this episode of The Conference Collective, we're joined by Rachel Hibble, who takes us on her inspiring career journey with OzHarvest, a leading organisation in the fight against food waste. Rachel shares insights into OzHarvest's current and future plans, shedding light on the profound impact of food waste on our environment. Delve into practical tips as Rachel discusses how organisations can play a pivotal role in reducing food waste and gain valuable insights into implementing sustainable practices on both event and organisational levels.

The conversation further extends beyond the professional sphere, with Rachel offering actionable advice on how individuals can make a difference in their own households. Join us for a thought-provoking exploration of how OzHarvest and Rachel Hibble are driving positive change and paving the way for a more sustainable future.

About Rachel Hibble:

Rachel comes from an agriculture and nutritional science background and has a great passion for advocating for purpose driven work, legacy, sustainable food systems, the power of people, education and community connection. Rachel has invested time into food relief and community capacity projects both in Colorado, USA and Zambia, Africa. Rachel has had a number of roles within OzHarvest including large scale food rescue and relief logistics, public health education, corporate partnerships, and now manages OzHarvest South Australia.

Rachel’s LinkedIn: https://www.linkedin.com/in/rachel-hibble-504b74146/

OzHarvest Website: https://www.ozharvest.org/

About The PCOA:
The PCO Association is the leading body representing the interests of Professional Conference Organisers and Event Managers in Australia and New Zealand.

The Association’s objectives are to increase the standard of professionalism of its members and promote a better understanding of the roles, functions and contributions of Professional Conference Organisers and Event Managers and other practitioners in the conference and event sector.

Website: www.pco.asn.au

About Connected Event Group:

At Connected Event Group we offer innovation and creativity in audio-visual services and event production, employing technical solutions that help people and businesses communicate with each other. We’ve been translating event technologies for our clients for over two decades specialising in AV equipment and service, technical event production management and broadcasting, across a range of industries. We’re experts in making the impossible possible.

Website: www.connectedeventgroup.com

About Libbie Ray:

Libbie Ray is the Director of Connected Event Group and the President of the Entrepreneurs Organisation Sydney. Libbie's 20 years of experience across marketing, events, technology, and broadcast production provides a well-rounded approach to the new world of events. Libbie's passionate about sharing her knowledge and insights and works with Skills IQ and TAFE to assist in the development of the training and education framework for her sector.

Libbie’s LinkedIn: https://www.linkedin.com/in/libbie-ray/

Join us on The Conference Collective Podcast as we sit down with Barry Neame, PCOA president, to discuss the association's plans for 2024 and beyond. Barry shares insights into the future of PCOA, outlining upcoming initiatives and goals, while sharing details about this year's focus on helping members navigate contract negotiations. Explore the pivotal role The PCOA plays in supporting the broader event industry, from fostering the next generation of event organisers, to providing crucial assistance for professionals and businesses within the field. Barry further sheds light on the collective strength that a unified voice brings to the industry, emphasising the power of collaboration over individual efforts. Tune in to the episode to find out more about PCOA member benefits and hear more of Barry’s career journey.

About Barry Neame:

Barry Neame is a Director of Consec, Conference and Event Management and has extensive project and event management experience spanning over 30 years in business.

He has a sound understanding of the logistical issues associated with planning AND managing events as well as an understanding of international protocols and has been commended for his sound strategic and organisational planning skills.

Barry is a current board member of the Canberra Convention Bureau and has played a role in contributing to the focus group that advised on the redevelopment of the National Convention Centre. And of course, we all know Barry as the President of The Professional Conference Organisers Association
Barry’s LinkedIn: https://www.linkedin.com/in/barry-neame-ab66b328/

About The PCOA:
The PCO Association is the leading body representing the interests of Professional Conference Organisers and Event Managers in Australia and New Zealand.

The Association’s objectives are to increase the standard of professionalism of its members and promote a better understanding of the roles, functions and contributions of Professional Conference Organisers and Event Managers and other practitioners in the conference and event sector.

Website: www.pco.asn.au

About Connected Event Group:

At Connected Event Group we offer innovation and creativity in audio-visual services and event production, employing technical solutions that help people and businesses communicate with each other. We’ve been translating event technologies for our clients for over two decades specialising in AV equipment and service, technical event production management and broadcasting, across a range of industries. We’re experts in making the impossible possible.

Website: www.connectedeventgroup.com

About Libbie Ray:

Libbie Ray is the Director of Connected Event Group and the President of the Entrepreneurs Organisation Sydney. Libbie's 20 years of experience across marketing, events, technology, and broadcast production provides a well-rounded approach to the new world of events. Libbie's passionate about sharing her knowledge and insights and works with Skills IQ and TAFE to assist in the development of the training and education framework for her sector.

Libbie’s LinkedIn: https://www.linkedin.com/in/libbie-ray/


Questions

• Where does The PCOA sit in the market?
• How does The PCOA support your members?
• Do you foresee any trends or changes in the near or far future for the industry?
• Do you foresee any challenges that the industry will face, and how do these challenges flow down onto The PCOA?
• What initiatives does PCOA plan for 2024?
• What are the legal pitfalls of venue contracts, and how can you avoid them?
• What advice would you give