The #1 Must-Attend CX Event
Join Us To Experience The Most Senior Gathering Across The 
Customer Experience Ecosystem

Opening Remarks by Customer Insights Chair

10:30am – 11:00am

Fireside Chat

An Interview with Agostino Giramondo: Finding Those Small Pockets of Opportunity for Growth to Drive Business & CX Success

How can leaders leverage customer trends and insights to understand the growth opportunities for your business? In this fireside chat, Agostino Giramondo will talk about how business professionals need to think outside the box and embrace change to move at the same pace as their customers.

• How to invest in digital and insight capabilities to help inform your business on new product offerings • When systems are already embedded, where are your new opportunities?
• Using digital to connect to a broader audience
• Gathering the right level of insights to understand customer opportunities

Agostino Giramondo, General Manager - News Corp Rural Network, News Corporation Australia

11:00am – 11:30am

Thought Leadership Session

Understanding the Why Behind the What: Capturing and Actioning over 100k+ Member Stories to Drive More Loyal Experiences

Steven Hill, Senior Manager Voice of Member · RAC WA

Ryan Stuart, CEO, Kapiche.

11:30am – 12:00pm                  

Keynote

Ethical Personalisation: Using a First-Party Data Strategy to Drive Conversions and Loyalty

Robert Lopez, General Manager CX, Brand & Innovation at Norths Collective will reveal the work his team are doing to drive personalised marketing and CX strategies through first-party data. Learn how his team mapped consumer intent based on their behaviours, not just attributes.

• Using insights to activate marketing performance and customer personalisation
• Achieving long term customer loyalty through hyper-personalised messaging
• Effectively delivering real-time automation by defining all your customer data into persona profiles

Robert Lopez, General Manager CX, Brand & Innovation, Norths Collective

12:00pm – 12:30pm

Connecting the Dots: How Combining Mystery Shopping and Customer Intercepts Can Reveal Hidden Opportunities

Speaker: Mandy Admiraal MTRS, General Manager – Research & CX Specialist, MyCX

12:30pm – 1:00pm                                                             

Panel

Democratising Data: Working with CX, Customer Insights & Data to Make the Right Products Come to Life

Vida Dhulst will sit down in this fireside interview to talk though how CX, Data and Insights can all work together to drive a more collaborative, CX-Driven environment. Learn how we can work cross-functionally to bring fragmented, structured and unstructured insights together to drive a cohesive and impactful product strategy

• Not all data is created equal: Capturing your most relevant sets of structured and unstructured data to shape product strategy
• Leveraging skillsets cross-functionally to understand the customer behaviour and needs
• Sharing & protecting data across the organisation: How to ensure relevant teams have access to customer insights whilst protecting customer information

Vida Asrina, Practice Lead - Design & Optimisation, Endeavour X

Anisha Amaresha, Product Manager - CRO & Digital VoC, Endeavour X

Bianca Germain, Chapter Lead - Service Design, Endeavour X

1:00pm – 2:00pm

Start Up Pitchfest Competition Begins! 

All attendees to join the AI in CX Stage as our Start Up Pitchfest begins. The winner will be decided by you, the audience!

2:00pm – 2:20pm

Prize Giveaway Announcement + Winner of the Pitchfest Revealed

2:20pm – 2:30pm 

End of Exhibition Remarks by Mary Anne Ghobrial, Show Director for The Customer Show