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
Lee Stone
National Manager CX and Strategy Origin Energy
The Customer Show - Agenda Day 2
2:50 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
Check out the incredible speaker line-up to see who will be joining Lee.
Download The Latest Agenda
