MAY 7-8, 2024 | MCEC, Melbourne

With rapidly evolving technology and higher customer expectations, near-instantaneous customer service, tailored experiences and seamless customer interactions between multiple touchpoints will be essential to retail even your most loyal customers.

That’s why it’s crucial for your organisation to leverage the latest advancements in AI, insights gained from a robust customer data strategy and seamless customer service to anticipate and exceed customer needs and preferences.

Join 2500+ of your peers and colleagues from across the entire customer experience ecosystem at The Customer Show to hear practical case studies from leaders in customer experience and gain invaluable insights, strategies, and be at the cutting edge of the latest advancements in customer experience.

2023 was quite the show! 2024 - We're back!

The Customer Show 2024 provides a unique platform to connect CX professionals across every stakeholder groups with the most cutting-edge and credible solution providers in the market.

Through our experiential show you’ll be able to demonstrate your solutions and capabilities to build brand awareness and drive thought leadership messages through a vast array of package options.

What you'll find in the Exhibitor Guide

• Complete Audience Breakdown
• What's new for 2024
• Sponsorship packages & options
• 2024 floor plan
• Attendee insights
  

The Customer Show 2023 was a major event for the customer experience industry, showcasing innovations in CX, Marketing, Digital and service. The Post-Show Report provides valuable insights into the future of The Customer Show, making it a "must-attend" for professionals and vendors in the field.

What you'll find in the Post Show

• Complete Audience Breakdown
• Attendee insights
• Solution priorities
• Record-breaking results

Get insights into the high-quality audience registered for The Customer Show 2023 with the Audience Insight Report. With already over 1000 attendees, including major brands like Mercedes-Benz Financial Services, Telstra, and Suncorp, exhibiting at TCS can provide an excellent opportunity to generate leads and connect with industry experts.

Download the report and secure your last-minute sponsorship package by emailing sponsorbranding@iqpc.com.au before it's too late.

Elevating Customer Trust & Loyalty: The Power of Personalisation & AI

It comes as no surprise that rapid advancements in technology and shifting customer behaviour have created an increasingly challenging environment for CX professionals. As we look ahead to the coming years, it is paramount to adapt and innovate experiences that resonate with today's demanding customers.

Hear from Robert Lopez, Alex Genov and Simon Kriss on:

• Personalisation at Scale: A glimpse into the future
• Looking Beyond the Numbers: Understanding your customers as humans
• The Future of Generative AI in CX: Navigating the hype and opportunity

Next Gen CX Conference

Date: May 7-8 2024

Location: Melbourne Convention & Exhibition Centre, Melbourne

Key topics & themes:

• Building Customer Trust: The Cornerstone of Lasting Customer Relationships
• Personalisation at Scale: The next step towards predictive journey mapping and hyper-relevant experiences
• Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks
• Beyond the Numbers: New Ways of Measuring the Value of CX Strategies
  

Download the report today and find out why:

• 66% of CX professionals need to remap their customer journeys
• 34% still feel they don't have the right data to inform decision making
• Over 30% of organisations have CX reporting straight to operations

It should go without saying, customer experience leaders are set on developing customer-centric organisations.

By interviewing senior leaders in Customer Experience, Digital and Marketing, we compiled the 2022 CX Insights Pulse Report to look at the status of the CX industry today, and their investment priorities.

Download the report and gain insights into the top CX priorities of 2022, new challenges shaping CX departments today and where CX leaders are prioritising their investments.

Welcome to our new Advisory Board Interview Series!

In this video interview, Alex Genov is joined by Robert Lopez to discuss:

• CX's data-driven future
• The need for a strong, zero- and first-party data strategy
• Personalisation
• Emerging technologies that will help improve CX efficiency

Want to hear more from Robert & Alex? Register your delegate ticket today before prices increase to secure a spot for their respective sessions on the Next Gen CX stage.

About Next Gen CX

With the next wave of CX expectations, capabilities and tech fast approaching, it's time to further your current strategies and prepare for new ones. This conference brochure will provide an overview of our main stage program featured at The Customer Show. Tailored for CX leaders, this is your ticket to two days of networking, benchmarking and brainstorming with your peers.

Date: May 7-8 2024

Location: Melbourne Convention & Exhibition Centre, Melbourne

Is your business ready for experience management transformation?

In the wake of unprecedented market disruption, each business across the APAC region is rethinking even the most basic of operations. Experience management leaders will play a critical role in helping organisations re-evaluate a successful economic framework, empower employees and, ultimately, reinvent their CX program

If your company focuses on making the most out of your experience programs, you can be proactive in times of crisis and take transformational steps forward when it’s business as usual. The work you do now to listen attentively to feedback from employees and customers will help you guide your organisation through the current crisis and into recovery.

In this paper by InMoment, you’ll learn five experience management best practices that together can enable organisations to achieve transformational success:

• Evolve your surveys
• Re-establish an economic framework
• Empower employees to maximise CX
• Make your data accessible
• Re-organise your program for success 

As customers begin to expect every experience to be more personalized, brands need to push their understanding of the Voice of the Customer (VoC).

To create a positive customer experience, you need to listen to your customers throughout every conversation. Speech analytics provides unique VoC insight by monitoring conversational behaviors with focus that is created from categorization, tagging and scoring of 100% of interactions with customers. This provides the deep level of understanding needed to create positive customer interactions every time.

Following on the heels of CX Network’s VoC guide, CX professionals should use this whitepaper to develop and execute data-driven strategies that will improve customer experience and increase customer satisfaction.

Download the whitepaper for practical insights, including:

• Methods for measuring the Voice of the Customer
• The top contact channels your brand should listen to
• Ways to respond to caller sentiment data
• Common sentiment trends in certain customer segments
• More....
  

Exceptional customer experience has never been more critical to the success of a business, or more difficult to achieve. Download this insightful eBook to discover the biggest challenges CX teams are facing today based on new data from a survey of 700+ CX professionals worldwide, and learn how leading teams are overcoming them with a journey-based analytics approach. You'll learn about:

• The Top 5 CX challenges organizations are facing today
• Why these problems are so critical & the risks of failing to solve them
• How leading teams are overcoming these obstacles by taking a journey-based analytics approach
• Real-life journey analytics use cases, examples & success stories

Outsourcing has gone hand in hand with call centres for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many large organisations have opted for outsourcing their call centre function at one point or another.

For this Market Report we spoke to industry leaders such as the Customer Service Director of boohoo.com and the Customer Contact Centres Project Director of Air France – KLM about the changes in the industry and how organisations can improve their customer service – even if they’re outsourcing their contact centre to an external provider.

Human Centric Service in a Digital and COVID-19 era

In today’s digitally driven world, developing a human centric service that combines new waves of technology and brand experience has never been more important. With companies today actively pursuing a human-centric approach to their Customer Experience programs, personalization and engagement strategies will be critical for building trust and meaningful interactions with customers. With 86% of customers saying a positive emotional connection drives loyalty, it is through the implementation of intelligent technologies companies can really maintain such human centric experiences.

Human Centric Services in a Digital and COVID-19 era report will delve into the different ways key leaders in customer experience have utilized technologies to create more human centric brand experience, driving loyalty and long-term engagement.

Learn how to:

• Embed Human Centricity into your Digital Experience Model
• Become Human Centric within Field Service Customer Operations
• Allow for Clear Customer Accessibility Across all Touchpoints
• Drive Meaningful Connections During Times of Uncertainty

From digital machines and robots, to the implementation of intelligent technologies for field service teams, download the report today to learn why customer and human experiences have never been so important!

Report partners:

Design thinking is the new buzzword for organisations trying to gain competitive advantage. This ebook explores how design can be an integral part of the way you operate to gain competitive advantage, improve your customer experience strategy as well as your end product.

In an era when methodologies and culture need to change to meet a shifting consumer dynamic, design thinking is coming out on top as an approach that works. This ebook looks at how design thinking can improve your customer experience strategy as well as your end product. Download the e-book to find out how design can be an integral part of the way you operate.

The power and flexibility of artificial intelligence (AI) has multiple benefits when it comes to enhancing your CX and future-proofing the business during a downturn.

Check out this eBook to learn:

• The top 5 issues businesses are facing today
• How to address these challenges - and how voice AI can lend a helping hand
• How you can supercharge your CX with voice AI
  

How do you unite your customer experience function?

Read this comprehensive eBook to see how customer experience and service leaders can unite the business to drive loyalty, growth and ongoing insights for your strategic planning.

Gain insights into key topics including:

• Cultural Shift: Employee Experience in the Age of Flexible Working
• Technology Integration: What to Focus on for 2022
• Personalisation Strategies: Uncovering the Data
• In Service: Agent Engagement and Upskilling

With inputs from ServiceNow, InMoment, Khoros and many more, learn how you can unite each division in your organisation so we end up singing to the same CX tune.

THE WORLD OF CX IS CHANGING, BUT IT’S GETTING BETTER...

Every year it seems customer behaviours shift; and with this shift comes a reform in internal business structures.

For some organisations this can mean the Customer Experience (CX) department is primarily focused on driving better digital products, while for others it can mean faster and more personalised customer service.

On May 3-4 2023, The Customer Show will unpack every area of this, bringing the entire business community together to drive a new era of customer experiences. Whether you’re on a mission to embed CX into your organisation, improve the user experience, refine customer strategies, or empower your employees to preach your brand vision, there will be something for everyone as we spearhead the future of CX together.

THE BEST PART? THIS SHOW IS JAM-PACKED!

• 100+ sessions from leading experts and brands across the world
• 2 exclusive conference stages on Next Gen CX and Contact Centre Transformation
• 6 free to attend exhibition stages on Digital Experience, Digital Marketing, Customer Engagement & Loyalty, Customer Insights, Employee Experience and AI in CX
• An interactive, immersive exhibition hall introducing you to the most exciting tech and solution partners out there
• Over $20,00 worth of prizes up for grabs. Because who says you can’t learn and have fun at the same time, right?

So dust off those business cards, dig out your favourite sneakers (be comfortable, it’ll be a busy two days) because the industry is coming back in full force for the biggest CX show of the year!

Want to drive customer empathy and lifetime loyalty? With our Contact Centre Transformation program you'll go beyond just the tech as you learn how to turn your contact centre into the eyes and ears of your business!