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
Adam Posner
Customer loyalty specialist / CEO: The Point of Loyalty / Author: for Love or Mo The Point of Loyalty
The Customer Show - Day 1 Agenda
2:00 PM Panel Discussion: Loyalty as a Profit Engine: Retention, Frequency and Margin Economics
- Insight into organisations who are repositioning loyalty from a rewards led function to a measurable commercial growth engine
- How behavioural data is being used to predict and prevent churn
- Evaluating how owned channels such as email, SMS, apps and wallets are being activated as revenue-generating assets
- Learn how leading teams are embedding incrementality testing to prove true financial impact
- How organisations are driving retention, frequency and margin through loyalty strategies directly accountable to commercial outcomes
4:20 PM Fireside Chat: From Feedback to Revenue: Insight into how Crown Resorts is Operationalising Voice of Customer for Retention and Growth, delivering +20 NPS
- This session will explore how Voice of Customer (VoC) data can be translated into real operational and commercial decisions, using examples from operations within The Crown.
- It will highlight how customer feedback and NPS insights were used at The Crown to identify service gaps, prioritise change, and drive measurable improvements — including a +20 point increase in NPS.
- The session will also share an example where VoC insights led to a negative outcome, unpacking the key lessons learned and how this informed a more effective approach moving forward.
- Attendees will gain a practical view of how to use VoC beyond reporting, to guide decision-making and deliver tangible impact.
Check out the incredible speaker line-up to see who will be joining Adam.
Download The Latest Agenda
