AI is already revolutionising Customer Experience in every industry – and leaders need to ensure they are not left behind. While strong results have already been seen for AI chatbots to improve customer satisfaction and efficiency, there are a myriad of other areas with strong potential. Join our opening keynote panel as Customer leaders discuss how they are maximising AI in their businesses to transform CX.

• Defining use cases for AI in your CX Strategy
• Comparing the value between implementing AI on an operational, customer-facing or enterprise level
• Seeing the wood through the trees – determining how AI can provide your business with maximum ROI before jumping into investment 

Eleni Miller

General Manager, Customer Sales & Service
APT Travel Group

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Rachit Monga

Head of Student Recruitment
Open Universities Australia

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Su Jella

Head of Data and Analytics
Tennis Australia

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 Zalando, the multi-billion revenue European eCommerce company, is on a mission to become the world’s most fashionable technology company delve into how actionable data, advanced analytics, collaboration with stakeholders and innovative technologies are crucial in enhancing the customer journey by effectively identifying and eliminating defects. Discover how Zalando tackles common and complex challenges in the e-commerce fashion industry, streamlines processes, and integrates cutting-edge Generative AI to establish a robust governance structure that continuously drives improvements in customer as well as saving over 1 million Euros in operational costs and counting!

Grant Humm

Director Team Lead Customer Experience Functions
Zalando

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Most brands are obsessed with personalisation. But in an age of AI-driven convenience, is personalisation enough? This talk argues that the next evolution of CX isn’t just personal, it’s human. The future belongs to brands that cultivate real presence, deep engagement, and meaningful experiences.

• Why customers don’t just want efficiency - they want to feel seen #
• The evolution of personalisation: Why it must move beyond data-driven recommendations
• The intersection of art, psychology, and customer experience: How great brands create presence
• Actionable strategies for brands to move from transactional to transformational experiences
• Case studies of companies using presence to create deeper customer relationships

Damian Madden

CX Leader of the Year 2024 & Co-founder
A.SINGLE.PIECE Art Gallery

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Table 1: AI Chat Bots

Table 2: Omnichannel

Table 3: Personalisation

Table 4: Employee Experience

Table 5: Voice of the Customer

Table 6: Loyalty

Table 7: Customer Data Platforms

It goes without saying that the strength of your customer experience strategy is dependent on those delivering it. Whether they sit in your insights or product team, or consistently engage with patients on the phone or in-store, an engaged and motivated team with clear purpose can make a dramatic different to the quality of your CX.

• How to identify key areas of improvement for maximum impact quickly
• Tangible tips and tricks to improve employee experience from the moment you return to office
• The most effective strategies to create a customer-centric culture and make it stick

Jasmyne Munro

Head of Customer Experience
Lake Macquarie City Council

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Tracy Tanti

Head of CRM & Retention
Funlab

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Geoff Allars

Head of Customer Engagement
Bayer

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As Customer Experience professionals, you know that CX can be a powerful differentiating factor, giving companies an edge in an increasingly competitive landscape – but how can you ensure the rest of your organisation understands this too, and fight for CX to have a seat at the table when making strategic business decisions? Join this panel discussion with a group of passionate CX leaders who are doing their upmost to ensure their customer’s needs and desires are at the heart of business-wide decision-making, and in turn cementing the place of Customer Experience as a need-to-have specialisation.

• Translating CX initiatives into digestible figures to show it’s quantitative & qualitative value
• Breaking down cross-departmental silos to ensure maximum impact from CX – working with operations, marketing, data, product & more
• Encouraging non customer-facing teams to incorporate customer perspectives into decision making to become truly customer-centric
• Listening to VoC data and communicating their needs internally, across teams

Balaji Gopal

Head of Customer Experience
Vanguard

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Robert Lopez

Chief Marketing and Innovation Officer
Norths Collective

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• Managing company reorganisation around the customer journey to create ownership of end-to-end experiences
• Bolstering sentiment analysis, behavioural science and voice of the customer to better understand the how and why, and in turn reduce friction
• Helping customers bank efficiently, improving CSAT scores and saving resources
• Understanding the value of true loyalty
• Modernising how CX is reported to cement it as a key growth pillar

Mark Englehart Evans

Executive Director, Head of CX Strategy
DBS Bank

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| CASE STUDY |

Demonstrating Tangible Commercial Success: Hear how Bupa's Micro Moments analysis led to a CX Revolution

• Problem: Bupa faced the challenge of precisely quantifying the commercial impact of micro-moments on customer experience, all while dispelling the perception that CX is merely a soft capability practice rather than a driver of tangible commercial outcomes. 
• Action: Hear Bupa’s story on how they took action by engaging a highly skilled analytics team to craft a model connecting micro-moments to financial impacts, working collaboratively with partners to gather robust behavioural insights that fuelled their CX initiative. 
• Outcome: Insight into how elevating micro-moment analytics resulted into pivotal drivers of commercial success. This transformation not only improved CX prioritisation within the business but also disrupted conventional wisdom, challenging the notion that CX is solely a soft capability. 

In Australia’s competitive energy market, customer churn is a growing concern as consumers become more price-sensitive and service-driven. Engie’s effective, forward thinking strategies for reducing churn, emphasizing the importance of customer experience, personalised engagement, and data-driven decision-making have allowed them to dramatically reduce churn rates from 2023 to 2025. Join as our expert speakers showcase successful retention initiatives, highlighting the role of regulatory changes and technology.

Nikki Shoaei

Head of Customer Experience
Engie

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Allison Dorogoj

Head of Customer Experience
Engie

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Join these interactive roundtables for 1 full hour of discussion on a topic of your choice with other CX professionals.

Table 1: DEMOCRATISING CX: DRIVING A CXCENTRIC CULTURE THROUGHOUT YOUR ORGANISATION

Speaker: Tracy Tanti Head of CRM & Retention, FunLabs

Table 2: Exploring Strategic Applications of Sentiment Analysis to Improve Customer Experience

Speaker: Rod Netterfield Chief Customer Officer, City of Gold Coast

Table 3: The Price of Protection: Exploring Best Practices For Purposeful Friction in the Customer Journey

Speaker: Kieran Boyce General Manager Operations, Woolworths MarketPlus

Table 4: Thinking Outside The Survey Box – Maximising Feedback From Customers By Utilising Engagement Avenues Outside Of Traditional Surveys

Speaker: Amanda Furse Customer Insights Lead, Experience Centre of Excellence, Medibank

• Providing ample information and being fully transparent around issues, timescales, and action plans
• Utilising good sentiment as an advantage in future situations
• Understanding the macro factors that can scew customer trust and sentiment to factor in to reporting

Michael Dart

Chief Customer Officer
Energy Qld

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- Equipping your CX team with high-impact skills to reduce dependency on Product & Tech and unlock faster, smarter solutions

- Collaborating cross-functionally to drive revenue and embed CX as a non-negotiable part of business success

- Showcasing CX wins to the C-suite to demonstrate value, gain executive buy-in, secure funding, and earn organisational recognition

As the sun sets on The Customer Show Exec Forum 2025, we’ll wrap up by looking at what the future holds for the Customer Experience Industry in Australia. As the pinch of rising cost-ofliving continues to effect customer spending and internal supply-chain costs, having a both direct and indirect effect on Customer Experience, join our deconstructed panel discussion to explore with panellists and audience members how the CX industry needs to pivot to maximise it’s potential. With prices and expectations steadily rising, how can customer experience be the competitive advantage that your business needs in 2025 and beyond? 

Sarah Drieberg

Head of Customer Experience & Partnerships
Hub Australia

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Christopher Cramond

Head of Member Strategy, Product & Experience
AustralianSuper

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