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
The Customer Show - Day 1 Agenda
Main Track
8:00 am - 8:50 am
Registration & Coffee
8:50 am - 9:00 am
Chair Opening Remarks
Jason Smith -
Founder Fresh View Advisory, Former Director of Customer Experience,
Foxtel Group
Chair Opening Remarks - Jason Smith
Foxtel Group
Jason Smith
Founder Fresh View Advisory, Former Director of Customer ExperienceFoxtel Group
9:00 am - 9:40 am
Keynote Panel: The Big CX Debate: Where Should Leaders Invest — Cost Control, AI Scale or Customer-Led Growth?
Simon Reiter -
Chief Technology Officer,
Aware Super
Kanika Puri - Chief Operating Officer, Fast Cover
Michele Fitzgerald - Chief Operating Officer, The Oodie
Jason Smith - Founder Fresh View Advisory, Former Director of Customer Experience, Foxtel Group
- Should investment prioritise containment or conversion?
- How far can AI scale before governance risk outweighs productivity gain?
- Is loyalty investment outperforming acquisition in margin terms?
- Where does personalisation deliver true incrementality versus noise?
- How should leaders sequence cost reduction and growth initiatives under margin pressure?
- What are the 2–3 non-negotiable bets for the next 12 months?
Jason Smith
Founder Fresh View Advisory, Former Director of Customer ExperienceFoxtel Group
9:40 am - 10:10 am
Reserved for Sponsor
Session reserved for Sponsor
10:10 am - 10:40 am
Key Note Presentation: International Speaker
International speaker to be announced!
10:40 am - 11:00 am
Speed Networking
11:00 am - 11:30 am
Morning Break
11:30 am - 1:00 pm
Interactive Discussion Groups: Facilitated, peer-led session focused on open discussion and practical insight-sharing
1. AI in CX: moving from experimentation to real, measurable customer outcomes
2. Reimagining the contact centre as a proactive, AI-powered customer engagement hub
3. Orchestrating real-time, omnichannel customer journeys that actually convert
4. Unifying customer data to drive scalable, personalised experiences across the lifecycle
5. Balancing automation and human touch in conversational customer engagement
1:00 pm - 2:00 pm
Lunch Break
Afternoon Streams
2:00 pm - 2:40 pm Panel Discussion: Industrialising Service Recovery: Protecting Retention While Reducing Remediation Cost
Alicia George - Head of Customer Care ANZ, LifehealthcareRachel Lane - Head of Customer Support, The Lottery Office
Vanessa Lyngsted - Manager Customer Contact Services, Social Futures
Kieran Boyce - General Manager - Operations | Woolworths Market Plus, Woolworths Food Group
- Clarifying ownership to eliminate repeat contacts and protect at-risk customers
- Strengthening root-cause governance to reduce defect-driven churn
- Accelerating triage in high-value segments to protect lifetime value
- Balancing policy flexibility with commercial risk controls
- Measuring recovery effectiveness in retention, margin and cost-to-serve terms
2:40 pm - 3:10 pm Sponsor Session: Scaling CCaaS Migration: Modernising Service Infrastructure to Reduce Cost and Improve Experience
- Modernising routing and orchestration to reduce friction in high-value journeys
- Consolidating channels to reduce repeat contact and protect conversion
- Stabilising migration risk to avoid service disruption and brand impact
- Simplifying frontline tools to reduce handle time and improve customer satisfaction
- Standardising reporting to improve commercial visibility and demand forecasting
3:10 pm - 3:50 pm Coffee Break & Demo Drive
3:50 pm - 4:20 pm Case Study: Fix Before You Digitise: Improving Contact Centre Performance Without New Technology
Sarah Chamberlain - Head of Customer Operations, Australian Motoring ServicesManuela Metz - Head of Contact Centre, Australian Motoring Services
This session shares how Australian Motoring Services improved cost-to-serve, productivity and customer outcomes by simplifying processes, strengthening operational discipline, and building capability and accountability across the contact centre without major technology investment.
It will cover the problems faced, the constraints in play, and the practical changes made across people, process and operating rhythm, along with honest lessons on what delivered impact quickly, what didn't, and where this approach reaches its limits.
Attendees will gain a clear view of how to measure success without relying on new tools, and where technology starts to make sense once strong operational foundations are in place - offering a highly practical blueprint for leaders under pressure to deliver results now.
4:20 pm - 4:50 pm Case Study: Redesigning Contact Centre Operations: Improving Efficiency, Experience and Team Performance at Oodie
Michele Fitzgerald - Chief Operating Officer, The OodieLauren Oliver - Customer Experience Manager, The Oodie
Join Chief Operating Officer, Michele Fitzgerald, and Head of CX, Lauren Oliver, for a review of the transformational changes made to the CX team at The Oodie.
This case study will walk through how The Oodie completely redesigned their organisational structure and embraced technology to overcome their peak season challenges.
Find out how Oodie:
- Achieved a reduction in first response time during peak season from 4 days to 44 seconds
- Rolled out automation and help centers which reduced tickets by 50% across the year
- Enabled a more stable agent base throughout the year, that has improved quality of responses and boosted CSAT scores
2:00 pm - 2:40 pm Panel Discussion: Loyalty as a Profit Engine: Retention, Frequency and Margin Economics
Jaimi Farrey - Head of Loyalty, Hanes Brands AustralasiaPascale McBain - Head of Digital, Customer Experience, Bakers Delight
Christopher Douglas - Member Services Director for Pacific, Accor Plus
Adam Posner - Customer loyalty specialist / CEO: The Point of Loyalty / Author: for Love or Mo, The Point of Loyalty
- Insight into organisations who are repositioning loyalty from a rewards led function to a measurable commercial growth engine
- How behavioural data is being used to predict and prevent churn
- Evaluating how owned channels such as email, SMS, apps and wallets are being activated as revenue-generating assets
- Learn how leading teams are embedding incrementality testing to prove true financial impact
- How organisations are driving retention, frequency and margin through loyalty strategies directly accountable to commercial outcomes
Adam Posner
Customer loyalty specialist / CEO: The Point of Loyalty / Author: for Love or MoThe Point of Loyalty
2:40 pm - 3:10 pm Sponsor Session: From Segments to Signals: Turning Personalisation into Measurable Revenue
- Moving from campaign-based personalisation to always-on, real-time decisioning
- Using behavioural and transactional signals to trigger high-value moments
- Embedding next-best-action into journeys across digital, service and lifecycle touchpoints
- Proving incrementality: linking personalisation to revenue, retention and margin outcomes
- Balancing personalisation with trust, consent and data quality constraints
3:10 pm - 3:50 pm Coffee Break & Demo Drive
3:50 pm - 4:20 pm Case Study: Trust as a Growth Strategy: Identity, Consent and Commercial Impact
- Moving beyond compliance-driven privacy to treating trust and consent as strategic assets
- Unifying customer identity across digital, store and service to enable real-time personalisation
- Leveraging first-party data to improve conversion, retention and margin while reducing reliance on third-party sources
- Designing consent models that increase data quality without damaging experience or trust
- Balancing fraud prevention, security and personalisation to protect both revenue and reputation
- Proving commercial impact by linking trust-led initiatives to measurable growth and cost stability
4:20 pm - 4:50 pm Fireside Chat: From Feedback to Revenue: Insight into how Crown Resorts is Operationalising Voice of Customer for Retention and Growth, delivering +20 NPS
Simona Davtyan - CX Manager, Crown ResortsAdam Posner - Customer loyalty specialist / CEO: The Point of Loyalty / Author: for Love or Mo, The Point of Loyalty
- This session will explore how Voice of Customer (VoC) data can be translated into real operational and commercial decisions, using examples from operations within The Crown.
- It will highlight how customer feedback and NPS insights were used at The Crown to identify service gaps, prioritise change, and drive measurable improvements — including a +20 point increase in NPS.
- The session will also share an example where VoC insights led to a negative outcome, unpacking the key lessons learned and how this informed a more effective approach moving forward.
- Attendees will gain a practical view of how to use VoC beyond reporting, to guide decision-making and deliver tangible impact.
Adam Posner
Customer loyalty specialist / CEO: The Point of Loyalty / Author: for Love or MoThe Point of Loyalty
Main Track
4:50 pm - 5:30 pm
Panel Discussion: Optimising Workforce Performance: Protecting Margin Through Capability and Productivity
Mitchell Palmer -
Chief Operating Officer,
Aussie Industries
Lauren Reid - Head of Member Experience, BankVic
Jason Smith - Founder Fresh View Advisory, Former Director of Customer Experience, Foxtel Group
- Improving forecasting and workforce planning to reduce volatility and cost pressure
- Elevating coaching and frontline capability to improve first-contact resolution in high-value journeys
- Redesigning roles and team structures as automation removes lower-value work
- Protecting experienced capability to stabilise quality and reduce churn risk
- Linking productivity gains back to measurable outcomes such as unit cost, retention and margin
Jason Smith
Founder Fresh View Advisory, Former Director of Customer ExperienceFoxtel Group
5:30 pm - 5:40 pm
Chair Closing Remarks
Jason Smith -
Founder Fresh View Advisory, Former Director of Customer Experience,
Foxtel Group
Jason Smith
Founder Fresh View Advisory, Former Director of Customer ExperienceFoxtel Group
5:40 pm - 6:40 pm
Networking Drinks & End of Day 1
7:00 pm - 7:30 pm
Download the Official Agenda for more!
Want to learn more about what's happening at The Customer Show Exec Forum? Download the Official Agenda here for more information.
