The #1 CX Forum in Australia
Experience the Most Valuable Gathering Across The
Entire Customer Experience Ecosystem
August 5-6, 2026
| The Atrium, Flemington Raceway, Melbourne
Event Statistics
150+
CX
Leaders
50+
Expert Speakers
20+
Hours of Content
12
Hours of Networking
3
Insightful
Streams
#1
CX
Forum
Welcome to The Customer Show Exec Forum
2026: Bigger & Better Than Ever Before
Customer experience is no longer just a buzzword – it’s the driving force behind business growth and a competitive edge and in 2026, The Customer Show is taking things even further. We’re bringing the EXEC FORUM back to Melbourne with even more interactive sessions, richer conversations and practical insights to help you build trust, deliver seamless experiences and create the kind of value that keeps customers coming back.
This year’s edition amps up connection and collaboration with more opportunities for face-time through expanded roundtables, VIP experiences, speed networking and 1-2-1 meetings. You’ll also find a more immersive exhibition floor and a bigger, more impactful Exec-led conference - including keynotes and dedicated streams in Customer Experience Transformation, Customer Insights and our new Contact Centre Transformation stream. And, of course, the return of The Exec After Party and a fun social wrap-up to end Day 1 on a high.
If you're ready to level up your CX game, exceed expectations and outsmart the competition, The Customer Show Exec Forum 2026 is where you need to be.
Join us on August 5-6, 2026 in Melbourne.
The Most Senior & Influential Voices
Andrew Harrison
Director of Customer Experience
NAB Wealth
Jaimi Farrey
Head of Loyalty
Hanes Brands Australasia
Geoff Allars
Head of Customer Engagement
Bayer
Kieran Boyce
General Manager - Operations | Woolworths Market Plus
Woolworths Food Group
Christopher Cramond
Head of Member Strategy, Product & Experience
Aware Super
Kim Phillips
Head of Customer Operations and Tyro Health
Tyro
Su Jella
Head of Data Analytics
Tennis Australia
Matthew Stuckings
Manager, CRM & Loyalty
Lovisa
Simona Davtyan
CX Manager
Crown Resorts
Kanika Puri
Chief Operating Officer
Fast Cover
MD Kabir
Group Customer Experience Manager
Sutton Tools
Mitchell Palmer
Chief Operating Officer
Aussie Industries
Simon Reiter
Chief Technology Officer
Aware Super
Alicia George
Head of Customer Care ANZ
Lifehealthcare
Sara Valentina Talat
CEO & Co-founder
Briick
Ashley Humphrey
Head of Customer Operations
Aurora Energy
David Semaan
Head of Customer Strategy & Experience
Acenda
Rachel Lane
Head of Customer Support
The Lottery Office
Matthew Murdoch
Chief Customer Officer
PassportCard
Arnaud Picard
Head of Customer
Prospend
Jason Smith
Founder Fresh View Advisory, Former Director of Customer Experience
Foxtel Group
Vanessa Lyngsted
Manager Customer Contact Services
Social Futures
Sarah Chamberlain
Head of Customer Operations
Australian Motoring Services
Michele Fitzgerald
Chief Operating Officer
The Oodie
Lauren Oliver
Customer Experience Manager
The Oodie
Tarnya McKenzie
Chief Customer Officer
City of Port Phillip
Wes Self
Chief Operating Officer
GMHBA
Emily Paladino
Group Head of Customer Insights
Country Road Group
Your CX Exec Forum Experience
What You Can Expect in 2026
NEW VENUE EXPERIENCE
The Customer Show Exec Forum hits a new stride!
An iconic setting for a fresh experience where the race for better customer experience finds its perfect course
An iconic setting for a fresh experience where the race for better customer experience finds its perfect course
DISCUSSION GROUPS
With interactive sessions, hands-on activities and loads of opportunities to connect, this is The Customer Show like you’ve never experienced before!
PRE-EVENT DAY WORKSHOPS
Get ahead of the game with our pre-day workshops! Roll up your sleeves, dive into real-world challenges and walk away with practical skills and strategies you can apply right away.
ROUNDTABLE
FORMAT
FORMAT
Ready for some deep conversations? Our round table format brings small, focused groups together to spark big ideas.
3 THEMATIC TRACKS
Three streams, endless possibilities! This year, The Customer Show Exec Forum unveils an expanded program - uniting CX, AI and a new focus on Contact Centres to accelerate performance.
Industry Interviews with 2025 Chairman Jason Smith
Our Industry Interview Series serves up bite-sized convos with CX legends who are shaping the future of customer experience. The Customer Show Exec Forum Chairman, Jason F Smith, is kicking things off with Kieran Boyce, General Manager - Operations, Woolworths MarketPlus. Go on, hit play - you know you want to.
🔥SELLING FAST: Hands-On Workshops You Can’t Miss
Don't miss our pre-event workshop day. Set yourself up for success by up-skilling with access to 3 interactive, expert-led workshops and exclusive networking opportunities. Deep-dive into key CX challenges for a full day of learning with peers.
MASTERING CUSTOMER
JOURNEY MAPPING
Join Kim Phillips, Head of Customer Operations at Tyro Payments, as she shares practical strategies for modernising contact centre operations - reducing cost-to-serve, improving first contact resolution, and driving more efficient, customer-focused service delivery.
CREATING ACTIONABLE
INSIGHTS FROM DATA
Learn from Matthew Stuckings, CRM & Loyalty Manager at Lovisa, as he shares practical strategies for getting consent right across channels - improving compliance, building trust, and optimising opt-in to drive stronger customer and commercial outcomes.
MAXIMISING GENERATIVE
AI
Join Emily Paladino, Former Group Head of Customer Insights at The Country Road Group, as she shares practical strategies for governing AI and decisioning in CX - moving beyond pilots to drive measurable business impact across cost, conversion, and customer experience.
NETWORKING
RECEPTION
Mix, mingle and unwind at our exclusive drinks reception to kick off your experience at The Customer Show Exec Forum. It’s the perfect opportunity to make lasting connections and exchange ideas in a vibrant atmosphere.
MEET THE ADVISORY BOARD
Andrew Harrison
Director of Customer Experience
NAB Wealth
Jaimi Farrey
Head of Loyalty
Hanes Brands Australasia
Kieran Boyce
General Manager - Operations | Woolworths Market Plus
Woolworths Food Group
Christopher Cramond
Head of Member Strategy, Product & Experience
Aware Super
Be In the Room with Australia’s Leading Brands
Relive the Magic of The Customer Show Exec Forum
Missed a session or want to revisit key insights?
Access the Customer Show Exec Forum Past Presentation Pack, featuring selected presentations from senior CX leaders and industry experts.
Explore practical strategies, real-world case studies, and forward-looking perspectives designed to help executives elevate customer experience, drive growth, and lead transformation across their organisations.
Testimonials
An excellent opportunity to learn from CX leaders across industries. The agenda covered AI, data and customer journey strategies with real-world insights...A must-attend event for anyone shaping the future of CX.
The Customer Show is Australia’s #1 event to get the latest and greatest on CX insights and practice.
The event brought together a vibrant community of CX leaders and innovators, all committed to elevating the client experience...The conversations were rich, the audience was engaged, and the forum truly reflected the future-forward spirit of our industry.
From Trends to Transformation
The Impact of AI on Customer Service
Over the years, Intercom - a proud sponsor of The Customer Show Exec Forum 2025 - has closely tracked the steady evolution of customer service. But what we’re seeing now with AI isn’t just another trend. It’s a complete shift in how support teams operate, how businesses deliver value and how customers experience service.
We’ve entered an AI-first era - one that’s fundamentally changed the playing field for CX leaders. This isn’t about incremental improvement; it’s about rethinking how we work, what we measure, and how we lead.
This report explores the impact of AI on customer service and what it takes to adapt and thrive in this new environment - from smarter operations to personalised support at scale.
Become a Sponsor
Big Changes. Bigger Opportunities.
A TRUSTED BRAND
With leading companies already on board, position your brand alongside key industry players, engage with influential CX decision-makers and gain a competitive edge in the evolving CX space.
MORE TIME WITH
REAL BUYERS
This year, we’re limiting ourselves to only 10 booths, making it more exclusive and impactful for the brands that join us. Fewer exhibitors mean more quality time with senior CX executives and decision-makers from Australia’s leading companies.
A PURE CUSTOMER EXPERIENCE FOCUS
No distractions. The event is dedicated entirely to CX, with a carefully curated agenda focused on high-level conversations that matter most for business growth.
MEANINGFUL EXPERIENCES
Experience is the foundation for meaningful relationships, so we’re doubling up on networking activities, interactive sessions and experiential activations to drive impact for you and the attendees.
Sponsors
Thank You to our Event Partners
