Agenda Day 1

With customers setting the expectations on how a brand experience should unfold, this panel will discuss how real CX change begins not with data, but with understanding what truly makes your company unique to your customers. Learn to remain relevant to an emerging cohort of customers who want to play by different rules!


Luke Hampshire


Fernando Samaha

Head of Customer Experience
Australia Post


Monique Bate

Head of Experience and Engagement
Cbus Super

Danny Lattouf

Chief Strategy Officer
The General Store

10:00 am - 10:30 am The Intersection of Value: How to Demonstrate the Value of Experience Improvement to the C-Suite and Beyond

David Blakers - Managing Director, InMoment

Establishing ROI for your customer experience (CX) program is one of the greatest challenges that CX practitioners face in the 2020 landscape. Across all businesses, the C-Suite leadership team is looking to validate programs by asking one question: what is the financial impact of my CX investment? 

Hear from David Blakers, Managing Director APAC at InMoment as he discusses how to demonstrate the value of your CX program to gain executive support and create CX champions at every level of the organisation. You will learn about: 

·        How to realise the full potential and prove the value of your CX program 

·        Understanding the mindset of your Executive leadership team to turn them into CX champions

·        Why ROI is the only conversation that really matters to leaders 


David Blakers

Managing Director

10:30 am - 10:45 am Screen Break

10:45 am - 11:15 am Conversational AI in Action: Where Technology and Customer Journeys Meet in Your CX Delivery

Melody Townsend - General Manager of Brand and Marketing, ME Bank
Hooman Nassery - Head of Digital, Melbourne Airport

With every step of the customer journey now conversational, learn how you can bring marketing, sales and service operations together to create a personalized customer relationship throughout the brand lifecycle.

Through learning new ways to leverage the latest messaging, this panel will discuss how AI and automation can transform the way we communicate with customers, creating new services and a unified brand voice.


Melody Townsend

General Manager of Brand and Marketing
ME Bank


Hooman Nassery

Head of Digital
Melbourne Airport

11:15 am - 11:45 am Enterprise Wide CX Transformation: Creating a Joint Brand Voice to Become the Thread that Unifies Every Department

Tina Morrell - GM Customer Strategy & Experience, NRMA

This session will delve into the key strategies you need to ensure every department within your organisation is adhering to brand voice and working collaboratively to achieve enterprise-wide CX. Gaining executive buy-in is the first step, but isn’t the last!


Tina Morrell

GM Customer Strategy & Experience