The #1 CX Forum in Australia
Experience the Most Valuable Gathering Across The
Entire Customer Experience Ecosystem
August 5-6, 2026
| The Atrium, Flemington Racecourse, Melbourne
Arnaud Picard
Head of Customer Prospend
The Customer Show - Day 1 Agenda
11:30 AM Interactive Discussion Groups: Facilitated, peer-led session focused on open discussion and practical insight-sharing
1. Fixing the Magic Sequence: Moving Beyond the "Quick-Fix" Tech Trap to True CX Transformation – Nicholas Kontopoulos, Vice President of Marketing, Asia Pacific & Japan, Twilio
2. Unifying customer data to drive scalable, personalised experiences across the lifecycle - Arnaud Picard, Head of Customer, Pro spend
3. Why Insights Don't Translate to Action and How to Fix It - Lisa Khatri, Head of Customer Experience GTM Strategy, APJ - Qualtrics
The Customer Show - Agenda Day 2
3:40 PM Panel Discussion: Embedding Generative AI Safely: Protecting Brand, Data and Trust
- 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
Check out the incredible speaker line-up to see who will be joining Arnaud.
Download The Latest Agenda
