Agenda Day 1

9:00 am - 9:30 am Bringing the CX Journey Together at LEGO: Working from the Goal Backwards to Determine the Key Ingredients that Will Make True CX Happen

Peter Evans - Director of Service and Performance Management, Lego

Learn the importance of breaking down every element of your CX strategy to ensure customer experience becomes the heart of your company mandate.

Lego’s Director of Service and Performance Management, Peter Evans, will delve into how his department created a strategy within their shared service department to ensure each area of the organisation were able to execute the same brand voice across all divisions – including finance!


Peter Evans

Director of Service and Performance Management

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 Screen Break

10:30 am - 11:00 am Creating a Shared World between Experience and Capability

11:00 am - 11:30 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

11:30 am - 12:00 pm 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