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
Jason Smith
Founder Fresh View Advisory, Former Director of Customer Experience Foxtel Group
The Customer Show - Day 1 Agenda
8:50 AM Chair Opening Remarks
Chair Opening Remarks - Jason Smith
9:00 AM Keynote Panel: The Big CX Debate: Where Should Leaders Invest — Cost Control, AI Scale or Customer-Led Growth?
- Should investment prioritise containment or conversion?
- How far can AI scale before governance risk outweighs productivity gain?
- Is loyalty investment outperforming acquisition in margin terms?
- Where does personalisation deliver true incrementality versus noise?
- How should leaders sequence cost reduction and growth initiatives under margin pressure?
- What are the 2–3 non-negotiable bets for the next 12 months?
4:50 PM Panel Discussion: Optimising Workforce Performance: Protecting Margin Through Capability and Productivity
- Improving forecasting and workforce planning to reduce volatility and cost pressure
- Elevating coaching and frontline capability to improve first-contact resolution in high-value journeys
- Redesigning roles and team structures as automation removes lower-value work
- Protecting experienced capability to stabilise quality and reduce churn risk
- Linking productivity gains back to measurable outcomes such as unit cost, retention and margin
5:30 PM Chair Closing Remarks
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
3:20 PM Panel Discussion: Redesigning CX Organisations for AI: Evolving Teams, Roles and Capability at Scale
- How AI, automation and self-service are reshaping how customer teams are structured, managed and measured
- The shift from volume-driven models to leaner, capability-led organisations built around specialist roles and automation
- What effective transformation looks like in practice — including changes to middle management, frontline dependency and required skills
- How leaders are balancing productivity gains with experience quality
- Which roles are emerging or disappearing, and how to redesign teams for measurable impact
4:00 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
4:10 PM Closing Remarks & End of Forum
Check out the incredible speaker line-up to see who will be joining Jason.
Download The Latest Agenda
