The #1 CX Forum in Australia
Experience the Most Valuable Gathering Across The
Entire Customer Experience Ecosystem
August 13 - 14 2025
| Marvel Stadium, VIC
Declan Ivory
VP Customer Support IntercomCustomer Experience Exec Forum
10:20 AM PRESENTATION: BEYOND CSAT: USING AI TO TRANSFORM HOW YOU UNDERSTAND THE CUSTOMER EXPERIENCE
In this session we will cover why CSAT (or NPS, CES etc.) is no longer a good 'north star' for understanding the customer experience. AI opens up the opportunity to think differently about how you measure the customer experience for every single interaction you have with a customer. This is critical in a world where AI Agents are changing how businesses engage with their customers and the ability to understand the customer experience at depth and at scale will foster a culture of continuous improvement that will differentiate the winners from the rest.
Check out the incredible speaker line-up to see who will be joining Declan.
Download The Latest Agenda
