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
Michelle Ouw
GM Sales and Customer IntrepidThe Customer Show - Day 1 Agenda
9:40 AM Presentation: Adventure Meets AI - Inside Intrepid Travel’s CX Transformation
Intrepid Travel built its brand on real human adventure - so how does the world's most purpose-driventravel company weave AI into the front line of its customer experience?
In this fireside chat, Michelle Ouw, GM of Sales & Customer at Intrepid Travel, sits down with Shreya Sethi,Regional VP at Sierra, to share an honest look at Intrepid's AI journey: the business case that made it urgent, the change management realities, and the moment it clicked that it was working.
Michelle will also explore what is next - evolving from an agent that answers questions to one that helps customers book and transact.
CX leaders at any stage of their AI journey will leave with practical lessons on where to start, what to avoid, and how to keep their customers at the centre of it all.
Check out the incredible speaker line-up to see who will be joining Michelle.
Download The Latest Agenda
