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

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Simona Davtyan

CX Manager Crown Resorts

This session will explore how Voice of Customer (VoC) data can be translated into real operational and commercial decisions, using examples from operations within The Crown.
It will highlight how customer feedback and NPS insights were used at The Crown to identify service gaps, prioritise change, and drive measurable improvements — including a +20 point increase in NPS.
The session will also share an example where VoC insights led to a negative outcome, unpacking the key lessons learned and how this informed a more effective approach moving forward.
Attendees will gain a practical view of how to use VoC beyond reporting, to guide decision-making and deliver tangible impact.

Check out the incredible speaker line-up to see who will be joining Simona.