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
Tarnya McKenzie
Chief Customer Officer City of Port Phillip
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
3:30 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
Check out the incredible speaker line-up to see who will be joining Tarnya.
Download The Latest Agenda
