The CX Revolution: Turn Theory into Practical AI Strategies

Sarah holds five years’ experience in agile product development, strategy, data, customer experience, market intelligence, insights and analytics, and a further four years in IT product strategy, go-to-market strategy and a background in the field of design and architecture. She is driven to deliver exceptional experiences for customers and colleagues and has delivered end-to-end products and data initiatives from ideation through to delivery in both start ups and large-scale corporations. She is passionate about developing others, helping people identify their purpose and creating opportunities for people to grow.

Luka is a senior customer experience, marketing, and digital executive with over 15 years of experience in creating and leading customer-centric growth strategies. He is currently the Head of Customer Experience at GrainCorp, an iconic Australian brand that is committed to sustainably feeding the world. In his role, he leverages his expertise in brand, customer, and employee experience, digital transformation, and marketing to deliver exceptional outcomes for the company and its stakeholders. He has reduced the cost to serve, improved the revenue and cash flow, and enhanced the customer loyalty and retention across various markets and segments.

Some of his career highlights include digitising customer processes for over 2 million daily customers at McDonald's, improving customer acquisition and retention rates at Volkswagen Group Australia, and leading product innovation that delivered an annual revenue uplift on 1.35 billion AUD. He is passionate about creating compelling brand stories, aligning marketing and CX, and empowering employees to deliver value through a digital first mindset and an incremental transformation approach.

Ashley Joaquin serves as the Digital Customer Experience Manager and Freshworks Developer at Directed Group, a privately owned Australian company renowned for distributing 35 premier brands of Mobile and Consumer Electronics across Australia, New Zealand, Canada, and Korea. Bringing over 20 years of expertise in the mobile and consumer electronics sector, Ashley plays a pivotal role in shaping and enhancing Directed’s digital customer engagement strategies. Directed Group supports a vast retail network of over 5,000 stores and manages more than 70 customised FreshDesk portals, ensuring seamless and responsive consumer support. Thanks to this robust infrastructure and commitment to service excellence, a Directed product is sold every 3 seconds. Ashley’s leadership continues to drive innovation and elevate the customer experience across all markets Directed serves.

Jagadish Kumar is a product leader with 10+ years of experience driving strategy, growth, and adoption across SaaS, telecom, fintech, and AI domains. He has a proven track record of scaling global products, coaching teams, and delivering $50M+ in impact through value-driven roadmaps, deep customer insight, and cross-functional alignment. As a trusted evangelist, he is a strategic partner to CxOs, blending product vision with executional excellence.

Georgina regularly engages with leading CX professionals around the world to investigate the strategies and trends shaping the future of customer journeys. She is dedicated to helping businesses to explore how they can best evolve and innovate to meet customer expectations in this increasingly tech-enabled era.