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
Pre-event Workshop Day
Pre-event Day
9:30 am - 11:00 am
Workshop A: Modernising Contact Centre Operations: Legacy Service Economics Driving Higher Cost-to-Serve, Improving FCR while Lowering Unit Cost
Kim Phillips -
Head of Customer Operations and Tyro Health,
Tyro
A practical, execution-focused workshop unpacking how legacy contact centre models are driving unnecessary cost-to-serve — and what leaders need to change to improve performance without increasing spend.
The session will explore:
How to reduce repeat contact, improve first contact resolution (FCR), and streamline frontline operations by addressing root causes, simplifying processes, and modernising tooling.
Move beyond theory, to focus on tangible ways to lower unit cost while protecting (and improving) customer experience — giving attendees clear actions to stabilise demand, reduce inefficiency, and drive more commercially sustainable service operations.
11:15 am - 12:45 pm
Workshop B: Building Trust & Not Getting Fined: Getting Consent Across Channels Right
Matthew Stuckings -
Manager, CRM & Loyalty,
Lovisa
Over the last 18 months Australian businesses have paid over $6.7 million in spam penalties. Don't be one of them.
A dynamic, highly interactive session exploring how consent really works across modern customer journeys and how global differences are reshaping both compliance and commercial strategy.
It begins with a sharp 15-minute overview of consent principles, what "good" looks like beyond compliance, and how approaches vary across regions — impacting data quality, trust and conversion.
The session then shifts into a live teardown, using audience-submitted examples (via QR code) to analyse real consent experiences in real time. Together, we'll break down what's working, what's creating friction, and how to design consent journeys that improve opt-in, enable better personalisation, and drive stronger commercial outcomes.
1:15 pm - 2:45 pm
Workshop C: Governing AI and Decisioning in CX: Moving from Insight and Pilots to Measurable Business Impact
Emily Paladino -
Fractional Marketing & Customer Leader,
Country Road Group
This interactive workshop focuses on one of the biggest challenges facing CX leaders today moving beyond dashboards, insights and isolated AI pilots into real, measurable business impact.
As organisations continue to invest in AI and advanced decisioning, many are still struggling to translate experimentation into tangible outcomes across cost, conversion and customer experience. This session is designed to bridge that gap, helping attendees operationalise both insight and AI in a way that is commercially grounded and execution-focused.
Through a highly interactive format, participants will work through practical frameworks and apply them directly to their own business context exploring how to embed decisioning into day-to-day operations, align teams around measurable outcomes, and ensure governance structures enable rather than slow progress.
