AI is already revolutionising Customer Experience in every industry – and leaders need to ensure they are not left behind. While strong results have already been seen for AI chatbots to improve customer satisfaction and efficiency, there are a myriad of other areas with strong potential. Join our opening keynote panel as Customer leaders discuss how they are maximising AI in their businesses to transform CX.

• Defining use cases for AI in your CX Strategy
• Comparing the value between implementing AI on an operational, customer-facing or enterprise level
• Seeing the wood through the trees – determining how AI can provide your business with maximum ROI before jumping into investment 

Eleni Miller

General Manager, Customer Sales & Service
APT Travel Group

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Rachit Monga

Head of Student Recruitment
Open Universities Australia

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Su Jella

Head of Data and Analytics
Tennis Australia

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 Zalando, the multi-billion revenue European eCommerce company, is on a mission to become the world’s most fashionable technology company delve into how actionable data, advanced analytics, collaboration with stakeholders and innovative technologies are crucial in enhancing the customer journey by effectively identifying and eliminating defects. Discover how Zalando tackles common and complex challenges in the e-commerce fashion industry, streamlines processes, and integrates cutting-edge Generative AI to establish a robust governance structure that continuously drives improvements in customer as well as saving over 1 million Euros in operational costs and counting!

Grant Humm

Director Team Lead Customer Experience Functions
Zalando

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Most brands are obsessed with personalisation. But in an age of AI-driven convenience, is personalisation enough? This talk argues that the next evolution of CX isn’t just personal, it’s human. The future belongs to brands that cultivate real presence, deep engagement, and meaningful experiences.

• Why customers don’t just want efficiency - they want to feel seen #
• The evolution of personalisation: Why it must move beyond data-driven recommendations
• The intersection of art, psychology, and customer experience: How great brands create presence
• Actionable strategies for brands to move from transactional to transformational experiences
• Case studies of companies using presence to create deeper customer relationships

Damian Madden

CX Leader of the Year 2024 & Co-founder
A.SINGLE.PIECE Art Gallery

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Table 1: AI Chat Bots

Table 2: Omnichannel

Table 3: Personalisation

Table 4: Employee Experience

Table 5: Voice of the Customer

Table 6: Loyalty

Table 7: Customer Data Platforms

It goes without saying that the strength of your customer experience strategy is dependent on those delivering it. Whether they sit in your insights or product team, or consistently engage with patients on the phone or in-store, an engaged and motivated team with clear purpose can make a dramatic different to the quality of your CX.

• How to identify key areas of improvement for maximum impact quickly
• Tangible tips and tricks to improve employee experience from the moment you return to office
• The most effective strategies to create a customer-centric culture and make it stick

Jasmyne Munro

Head of Customer Experience
Lake Macquarie City Council

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Tracy Tanti

Head of CRM & Retention
Funlab

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Geoff Allars

Head of Customer Engagement
Bayer

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 • Deducing key skills to bolster the success of your CX team by reducing reliance on product & technology

• Collaborating on projects to boost revenue and embed CX as a critical success factor 

• Promoting creative & profitable work in CX to the C-suite 

| KEYNOTE PANEL | 

Beyond the Numbers: New Ways of Measuring the Value of CX Strategies 

• Shifting the focus from traditional bucket metrics to actionable insights and other methods of tracking and reporting CX value.   
• Harnessing the power of AI-driven analytics tools to measure tangible and intangible CX value. 
• Exploring innovative analytics to gauge the influence of the intersection of brand marketing and CX on company value and growth. 

Leigh Barnes

Chief Customer Officer
Intrepid Travel

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Emily Paladino

Group Head of Customer Insights
Country Road Group

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| CASE STUDY |

Demonstrating Tangible Commercial Success: Hear how Bupa's Micro Moments analysis led to a CX Revolution

• Problem: Bupa faced the challenge of precisely quantifying the commercial impact of micro-moments on customer experience, all while dispelling the perception that CX is merely a soft capability practice rather than a driver of tangible commercial outcomes. 
• Action: Hear Bupa’s story on how they took action by engaging a highly skilled analytics team to craft a model connecting micro-moments to financial impacts, working collaboratively with partners to gather robust behavioural insights that fuelled their CX initiative. 
• Outcome: Insight into how elevating micro-moment analytics resulted into pivotal drivers of commercial success. This transformation not only improved CX prioritisation within the business but also disrupted conventional wisdom, challenging the notion that CX is solely a soft capability. 

Christina Cass

Head of Customer Experience and Service Design
Bupa

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• Utilising data modelling, AI and Machine Learning to identify the best experience for individual customers
• Harnessing data collected and utilising the data processing capabilities of AI to created targeted and relevant customer experiences
• Placing the customer at the centre of your strategy, identifying the ways in which AI can enhance your customer experience and developing the organisational structures and processes to accomplish this
• Achieving improvements in internal processes to streamline processes and double gains through the use of technology and AI

| CASE STUDY |

Cheers to Success: How Coles Liquor Crafts Long-Term Customer Connections 

• Problem: Coles Liquor grappled with the challenge of establishing enduring connections with customers for new products in an inflationary environment, while navigating obstacles, competition and the complex landscape of multiple retailers and suppliers. 
• Action: Coles Liquor strategically addressed this challenge by innovatively crafting a comprehensive marketing mix, actively engaging with customers and collaborating closely with retailers and suppliers to create a seamless experience for consumers. 
• Outcome: Insight into how this initiative built long-term connections, fostered loyalty, and successfully navigating the intricacies of a competitive and inflationary landscape. 

Greg Curcio

Director Customer and Performance
Knox City Council

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| PANEL DISCUSSION | 

Customer-Up, CEO-Down: Connecting the dots to build robust business cases and design future-proof CX teams – that won’t get cut

• How to craft compelling CX business cases that speak to your CEO & drives executive buy-in 
• Evaluating operating models and transformation break-through stories from TelstraSuper, Wesfarmers & Specsavers to determine the best structure for your organisation 
• Here for the long-run... how to go from project sign-offs to long-term CX roadmaps that recession-proofs your CX models? 

Gareth Dixon

Director of Central Operations
Specsavers

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James Kelly

Head of Customer Experience Strategy, Design, and Insight
TelstraSuper

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| KEYNOTE |

Building trust in government services and departments through exceptional customer experiences 

• Preparing your organisation to keep up with the external pace of change by creating a sustainable change and transformation culture  
• Developing strategies to listen and engage with the communities that you serve to tailor your messaging and services 
• Developing citizen-centric experiences that are simple and reliable to increase citizen’s faith in your department’s competence  

Greg Curcio, Director Customer and Performance, Knox City Council 

Greg Curcio

Director Customer and Performance
Knox City Council

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| PANEL DISCUSSION | 

Future-Proofing Your CX Teams: Preparing for the Skills, Roles, Culture and Workplace Dynamics of Tomorrow

• Exploring the evolving and emerging roles over the next 2 years with the influx of next gen technology – what human capabilities do we need to build? 
• Reviewing successful employee training and development initiatives that can bridge the gap between technology and human-centric customer experiences. 
• Adapting workplaces to foster creativity, collaboration, and innovation – where are we headed and what will the future of work really look like? 
• Navigating the Culture Quandary: what will future employee expectations look like and strategies for sustainable employee engagement 

Peter Perla

Executive General Manager Customer Experience and Growth
Sumo

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| CASE STUDY |

Customer-centric AI: Keeping your customers at the heart of innovation

• Discussing the ethical implications of AI in customer interactions and prioritising privacy, transparency and fairness
• Using AI powered personalisation to enhance the customer journey
• Gathering and incorporating customer feedback to refine AI algorithms and improve service delivery 

Mastering the Voice of Customer: Strategies for Building Effective VoC Programs 

In this hands-on masterclass, Alex Genov will guide attendees through the essential components of a successful Voice of Customer (VoC) program. Participants will gain practical insights and actionable strategies to harness the power of customer feedback and drive business growth. Key workshop topics include: 

• Designing an Effective VoC Program: Learn how to create a structured and holistic VoC program, including the selection of the right feedback channels, data collection methods, and survey design to capture meaningful customer insights. 
• Analysing and Interpreting Customer Feedback: Explore best practices for analysing customer feedback, identifying trends, and deriving actionable insights that can inform business decisions and improvements. 
• Understand the importance of closing the loop with customers: Discover strategies for turning feedback into action and learn how to effectively communicate with customers to address their concerns and demonstrate commitment to their satisfaction. 
• Measuring the Impact: Explore methods for measuring the impact of your VoC program on key performance indicators, customer loyalty, and overall business success. Understand how to quantify the ROI of your VoC initiatives. 
• Continuous Improvement: Gain insights into how to evolve and optimise your VoC program over time, keeping it relevant and aligned with changing customer expectations and business objectives. 

By the end of this workshop, participants will have a deeper understanding of VoC strategies, practical tools for implementation, and the ability to leverage customer feedback as a driver for organisational improvement and growth.

Alex Genov

Head of Customer Research and Marketing Insights
Zappos

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