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 - Agenda Day 2
Main Track
9:00 am - 9:10 am
Chair Opening 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
9:10 am - 9:50 am
Keynote Panel: From Cost Centre to Growth Engine: Monetising CX Across Retention, Margin and Lifetime Value
Matthew Murdoch -
Chief Customer Officer,
PassportCard
Vanessa Wong - Head of Customer Experience, Cleanaway Waste Management Ltd
Adam Nettheim - Chief Customer Officer, Commonwealth Superannuation Corporation
Jason Smith - Founder Fresh View Advisory, Former Director of Customer Experience, Foxtel Group
- Reframing CX from support function to profit lever
- Anchoring investment to retention, frequency and margin
- Reducing leakage across journeys to stabilise demand and protect profitability
- Balancing acquisition growth with service sustainability
- Operationalising trust to protect long-term customer value
Jason Smith
Founder Fresh View Advisory, Former Director of Customer ExperienceFoxtel Group
9:50 am - 10:20 am
Fireside Chat: How AI-Led Workflow Redesign Transformed Customer Experience at Airtasker by 88%
Cindy Dent -
Director of Customer Experience,
Airtasker
- How to identify where your team truly adds human value and what can be handed to AI, without losing the customer experience that matters most
- What it actually looks like to redesign workflows mid-flight while simultaneously scaling into new markets and moving to an omni-channel model
- Practical lessons from running AI workshops with your team to build capability, reduce headcount pressure and future-proof your customer operations
- How AI-Led Workflow Redesign Transformed Customer Experience at Airtasker by 88%
10:20 am - 10:50 am
CCO Keynote Presentation: Beyond the AI Pilot: What It Really Takes to Deliver Business Impact
Islam Hassan -
Chief Customer Officer,
Australian Motoring Services
- Cross-sector lessons from implementing AI across complex customer and operational environments
- Why many organisations struggle to scale AI beyond isolated pilots
- Embedding AI into real customer journeys and day-to-day business operations
- Balancing innovation, governance and customer trust during transformation
- Aligning teams, leadership and operating models to support AI adoption at scale
- Measuring meaningful impact across customer experience, operational performance and business outcomes
- What the future of AI-enabled customer experience looks like in practice
10:50 am - 11:20 am
Morning Break
11:20 am - 12:20 pm
Interactive Discussion Groups: Facilitated, peer-led session focused on open discussion and practical insight-sharing
MD Kabir -
Group Customer Experience Manager,
Sutton Tools
Christopher Cramond - Head of Member Strategy, Product & Experience, Aware Super
Sara Valentina Talat - CEO & Co-founder, Briick
Table 1 :
Scaling AI in Customer Service: From Pilot Programs to Real Performance Gains
Table 2:
Rewiring Operating Models: AI Changing Work Design Expectations, Achieving Durable Productivity
Table 3:
The Orchestration Advantage: Why AI ROI Depends on Connecting the Dots, Not Just Deploying AI Tools
12:20 pm - 1:20 pm
Lunch Break
Afternoon Streams
1:20 pm - 1:50 pm Presentation: Governing AI and Decisioning in CX: Moving from Insight and Pilots to Measurable Business Impact
Emily Paladino - Fractional Marketing & Customer Leader, Country Road GroupThis session 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.
1:50 pm - 2:20 pm Embedding Agentic AI into the Product Discovery, Sales and Onboarding Customer Experience
Andrew Harrison - Director of Customer Experience, NABA focused discussion on early experience embedding AI into its sales and onboarding journeys, with a clear emphasis on improving customer experience alongside commercial outcomes.
The session will explore how AI has been used to reduce friction, improve speed-to-resolution and create more seamless, personalised interactions across critical customer moments.
It will share practical learnings from the initial rollout - including design choices, governance guardrails, and adoption challenges - as well as how these changes have impacted both frontline performance and customer outcomes such as conversion, satisfaction and onboarding efficiency.
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.
2:20 pm - 2:50 pm Afternoon Break
2:50 pm - 3:20 pm Presentation: 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, TyroA 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.
3:20 pm - 4:00 pm Panel Discussion: Redesigning CX Organisations for AI: Evolving Teams, Roles and Capability at Scale
Su Jella - Board Member, Women's Tennis FoundationLee Stone - National Manager CX and Strategy, Origin Energy
Jason Smith - Founder Fresh View Advisory, Former Director of Customer Experience, Foxtel Group
- How AI, automation and self-service are reshaping how customer teams are structured, managed and measured
- The shift from volume-driven models to leaner, capability-led organisations built around specialist roles and automation
- What effective transformation looks like in practice — including changes to middle management, frontline dependency and required skills
- How leaders are balancing productivity gains with experience quality
- Which roles are emerging or disappearing, and how to redesign teams for measurable impact
Jason Smith
Founder Fresh View Advisory, Former Director of Customer ExperienceFoxtel Group
1:20 pm - 1:50 pm Fireside Chat: From Cost Pressure to Performance: Rewiring Contact Centre Operations to Improve Cost, Capability and Customer Outcomes
Ashley Humphrey - Head of Customer Operations, Aurora EnergyTarnya McKenzie - Chief Customer Officer, City of Port Phillip
As cost pressure intensifies, contact centres are being forced to rethink how they operate not just to reduce cost, but to improve performance in a sustainable way.
This session explores how organisations are practically reworking operations to streamline processes, remove inefficiencies and lift frontline capability.
It will focus on real-world approaches to improving productivity, resolution quality and customer outcomes, and how these changes translate into measurable reductions in cost-to-serve.
Attendees will gain a clear view of what actually works when driving performance improvement in a constrained environment — and how to move from isolated fixes to sustained operational impact
1:50 pm - 2:20 pm Case Study: Redesigning Mobile Customer Journeys: Driving Onboarding, Retention and Customer Value
This session focuses on how mobile has been repositioned from a service channel into a commercially accountable growth engine, with a practical lens on execution and measurable impact.
We'll cover:
• Repositioning mobile from a service channel to a commercially accountable growth engine
• Redesigning onboarding and early-life journeys to improve conversion and retention -including driving mobile activation rates for new customers at month one on book and improving account activation through smarter onboarding design
• Embedding decisioning and personalisation into mobile customer journeys to drive 30-day active engagement and sustained account usage
• Aligning product, CX and data teams around shared commercial outcomes tied to real behavioural metrics
• Measuring impact across acquisition cost, retention and lifetime value
• Moving from app optimisation to true commercialisation through operational and organisational change
2:20 pm - 2:50 pm Afternoon Break
2:50 pm - 3:20 pm Presentation: Building Trust & Not Getting Fined: Getting Consent Across Channels Right
Matthew Stuckings - CRM and Lifecycle Manager, Bared FootwearOver 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.
3:20 pm - 4:00 pm Panel Discussion: Scaling AI Agents Safely: Reducing Cost Without Increasing Complaints
Kim Phillips - Head of Customer Operations and Tyro Health, TyroSara Valentina Talat - CEO & Co-founder, Briick
MD Kabir - Group Customer Experience Manager, Sutton Tools
Christopher Cramond - Head of Member Strategy, Product & Experience, Aware Super
- Hardening escalation to address failed handoffs and lost context, reducing repeat contacts and dissatisfaction
- Improving accuracy to address confident wrong answers, protecting trust and reducing complaint risk
- Standardising knowledge to address fragmented policies and content, improving consistency and quality outcomes
- Optimising containment to address automation that stalls, increasing self-serve completion and lowering unit cost
- Operationalising monitoring to address drift and degradation, stabilising performance over time
Main Track
4:00 pm - 4:40 pm
Panel Discussion: Embedding Generative AI Safely: Protecting Brand, Data and Trust
Wes Self -
Chief Operating Officer,
GMHBA
Tarnya McKenzie - Chief Customer Officer, City of Port Phillip
Arnaud Picard - Head of Customer, Prospend
Jason Smith - Founder Fresh View Advisory, Former Director of Customer Experience, Foxtel Group
- Stress-testing economics to address optimistic projections, improving ROI integrity and credibility
- Defining red lines to address trust and compliance exposure, protecting customers and brand outcomes
- Agreeing measures of success to address KPI sprawl, proving impact in cost-to-serve, retention and resolution speed
- Capturing next-step commitments to address post-event inertia, converting decisions into 90-day plans
- Ranking bets to address scattered roadmaps, concentrating investment on highest-return initiatives
Jason Smith
Founder Fresh View Advisory, Former Director of Customer ExperienceFoxtel Group
4:10 pm - 4:20 pm
Closing Remarks & End of Forum
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
