In August 2025, The Customer Show returned in a bold new format: a high-impact, curated forum built exclusively for customer experience leaders. Across two dynamic days, 150+ senior CX leaders came together for immersive workshops, thought-provoking sessions, and meaningful brand engagement.

This reimagined experience brought CX leaders face-to-face in an intimate, interactive environment designed to spark innovation, inspire strategy, and shape the next frontier of customer excellence.

The Customer Show 2026 is the ultimate springboard for new ideas, collaboration, and connection.

Get insights into the high-quality audience registered for The Customer Show 2023 with the Audience Insight Report. With already over 1000 attendees, including major brands like Mercedes-Benz Financial Services, Telstra, and Suncorp, exhibiting at TCS can provide an excellent opportunity to generate leads and connect with industry experts.

Download the report and secure your last-minute sponsorship package by emailing sponsorbranding@iqpc.com.au before it's too late.

Download the report today and find out why:

• 66% of CX professionals need to remap their customer journeys
• 34% still feel they don't have the right data to inform decision making
• Over 30% of organisations have CX reporting straight to operations

In August 2025, The Customer Show returned in a bold new format: a high-impact, curated forum built exclusively for customer experience leaders. Across two dynamic days, 150+ senior CX leaders came together for immersive workshops, thought-provoking sessions, and meaningful brand engagement.

This reimagined experience brought CX leaders face-to-face in an intimate, interactive environment designed to spark innovation, inspire strategy, and shape the next frontier of customer excellence.

The Customer Show 2026 is the ultimate springboard for new ideas, collaboration, and connection.

The End of an Era: Customer Service Trends as we Know Them are Dead

In evolution, “trends” describe gradual adaptations that emerge over time due to environmental pressures, but do not necessarily redefine a species. These changes can be temporary and reversible. But some disruptions are so significant they permanently alter a species’ trajectory, or even lead to the emergence of a new species. These disruptions transform ecosystems, create new challenges and opportunities and force species to adapt – or risk extinction. Intercom, a sponsor at The Customer Show Exec Forum 2025, have been documenting gradual trends in customer service for years, but AI represents a “paradigm shift” – a disruption so great that it permanently changed the trajectory. We’ve moved beyond trends and into a transformed world of AI-first customer service, and we must learn to adapt in order to survive.

Moving towards the future, this report will explore how AI has changed everything and the best ways to navigate and survive in this new environment.

Elevating Customer Trust & Loyalty: The Power of Personalisation & AI

It comes as no surprise that rapid advancements in technology and shifting customer behaviour have created an increasingly challenging environment for CX professionals. As we look ahead to the coming years, it is paramount to adapt and innovate experiences that resonate with today's demanding customers.

Hear from Robert Lopez, Alex Genov and Simon Kriss on:

• Personalisation at Scale: A glimpse into the future
• Looking Beyond the Numbers: Understanding your customers as humans
• The Future of Generative AI in CX: Navigating the hype and opportunity

Next Gen CX Conference

Date: May 7-8 2024

Location: Melbourne Convention & Exhibition Centre, Melbourne

Key topics & themes:

• Building Customer Trust: The Cornerstone of Lasting Customer Relationships
• Personalisation at Scale: The next step towards predictive journey mapping and hyper-relevant experiences
• Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks
• Beyond the Numbers: New Ways of Measuring the Value of CX Strategies
  

Welcome to the Advisory Board Interview Series!

In this video interview, Alex Genov is joined by Robert Lopez to discuss:

• CX's data-driven future
• The need for a strong, zero- and first-party data strategy
• Personalisation
• Emerging technologies that will help improve CX efficiency

The power and flexibility of artificial intelligence (AI) has multiple benefits when it comes to enhancing your CX and future-proofing the business during a downturn.

Check out this eBook to learn:

• The top 5 issues businesses are facing today
• How to address these challenges - and how voice AI can lend a helping hand
• How you can supercharge your CX with voice AI
  

How do you unite your customer experience function?

Read this comprehensive eBook to see how customer experience and service leaders can unite the business to drive loyalty, growth and ongoing insights for your strategic planning.

Gain insights into key topics including:

• Cultural Shift: Employee Experience in the Age of Flexible Working
• Technology Integration: What to Focus on for 2022
• Personalisation Strategies: Uncovering the Data
• In Service: Agent Engagement and Upskilling

With inputs from ServiceNow, InMoment, Khoros and many more, learn how you can unite each division in your organisation so we end up singing to the same CX tune.

THE WORLD OF CX IS CHANGING, BUT IT’S GETTING BETTER...

Every year it seems customer behaviours shift; and with this shift comes a reform in internal business structures.

For some organisations this can mean the Customer Experience (CX) department is primarily focused on driving better digital products, while for others it can mean faster and more personalised customer service.

On May 3-4 2023, The Customer Show will unpack every area of this, bringing the entire business community together to drive a new era of customer experiences. Whether you’re on a mission to embed CX into your organisation, improve the user experience, refine customer strategies, or empower your employees to preach your brand vision, there will be something for everyone as we spearhead the future of CX together.

THE BEST PART? THIS SHOW IS JAM-PACKED!

• 100+ sessions from leading experts and brands across the world
• 2 exclusive conference stages on Next Gen CX and Contact Centre Transformation
• 6 free to attend exhibition stages on Digital Experience, Digital Marketing, Customer Engagement & Loyalty, Customer Insights, Employee Experience and AI in CX
• An interactive, immersive exhibition hall introducing you to the most exciting tech and solution partners out there
• Over $20,00 worth of prizes up for grabs. Because who says you can’t learn and have fun at the same time, right?

So dust off those business cards, dig out your favourite sneakers (be comfortable, it’ll be a busy two days) because the industry is coming back in full force for the biggest CX show of the year!

Want to drive customer empathy and lifetime loyalty? With our Contact Centre Transformation program you'll go beyond just the tech as you learn how to turn your contact centre into the eyes and ears of your business!

MAY 7-8, 2024 | MCEC, Melbourne

With rapidly evolving technology and higher customer expectations, near-instantaneous customer service, tailored experiences and seamless customer interactions between multiple touchpoints will be essential to retail even your most loyal customers.

That’s why it’s crucial for your organisation to leverage the latest advancements in AI, insights gained from a robust customer data strategy and seamless customer service to anticipate and exceed customer needs and preferences.

Join 2500+ of your peers and colleagues from across the entire customer experience ecosystem at The Customer Show to hear practical case studies from leaders in customer experience and gain invaluable insights, strategies, and be at the cutting edge of the latest advancements in customer experience.

The Next Gen CX Conference is back - bigger & better than ever!

With the next wave of CX expectations, capabilities and tech fast approaching, it's time to further your current strategies and prepare for new ones. This conference brochure will provide an overview of our main stage program featured at The Customer Show. Tailored for CX leaders, this is your ticket to two days of networking, benchmarking and brainstorming with your peers.

Download the brochure today to see how you'll be immersed in compelling case studies, groundbreaking concepts, strategic dialogues, and valuable connections with leading local and global experts!

Date: May 7-8 2024

Location: Melbourne Convention & Exhibition Centre, Melbourne

Key topics & themes:

• Building Customer Trust: The Cornerstone of Lasting Customer Relationships
• Personalisation at Scale: The next step towards predictive journey mapping and hyper-relevant experiences
• Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks
• Beyond the Numbers: New Ways of Measuring the Value of CX Strategies