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
Christopher Douglas
Member Services Director for Pacific Accor Plus
The Customer Show - Day 1 Agenda
2:00 PM Track 2 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
The Customer Show - Agenda Day 2
9:00 AM Chair Opening Remarks
9:10 AM Keynote Panel: From Cost Centre to Growth Engine: Monetising CX Across Retention, Margin and Lifetime Value
- Reframing CX from support function to profit lever
- Anchoring investment to retention, frequency and margin
- Reducing leakage across journeys to stabilise demand and protect profitability
- Balancing acquisition growth with service sustainability
- Operationalising trust to protect long-term customer value
9:50 AM Fireside Chat: How AI-Led Workflow Redesign Transformed Customer Experience at Airtasker by 88%
- How to identify where your team truly adds human value and what can be handed to AI, without losing the customer experience that matters most
- What it actually looks like to redesign workflows mid-flight while simultaneously scaling into new markets and moving to an omni-channel model
- Practical lessons from running AI workshops with your team to build capability, reduce headcount pressure and future-proof your customer operations
- How AI-Led Workflow Redesign Transformed Customer Experience at Airtasker by 88%
Check out the incredible speaker line-up to see who will be joining Christopher.
Download The Latest Agenda
