24 March 2026 | SYDNEY | Swissotel
Fuelling Growth | Empowering Connections | Elevating Experiences
The Future of CX Begins Here
The world of CX is evolving at an unprecedented pace, unlocking new opportunities for business growth and customer satisfaction. To thrive in this highly competitive landscape, leaders must remain agile while adapting to shifting customer behaviors and industry demands.
Join the CX Leaders Forum 2026 to engage in meaningful discussions, tackle leading industry challenges and explore innovative solutions shaping the future of CX. With strategy, tactics and cutting-edge insights at its core, this event is designed to equip leaders with the tools and skills needed to optimise customer engagement, ignite growth and drive long-term retention – all while delivering on key business priorities for the future. Don’t miss the chance to shape the future of customer experiences. Make the CX Leaders Forum 2026 your ultimate catalyst for transformation and growth.
Why Attend
- 1Unrivaled Expertise
- 2High-Calibre Content
- 3Invaluable Networking Opportunities
2026 Speakers
Damian Madden
CX Leader of the Year 2024 & Co-founder
Stuart Crabb
Chief Customer Officer
Stuart Crabb is a globally experienced, purpose-led executive with a proven track record across sectors. As Chief Customer Officer at Uniting NSW.ACT one of Australia’s largest not-for-profit organisations. Stuart leads the transformation of customer experience, marketing, customer service, and data intelligence, with a focus on ensuring the voices of those they serve are central to how they deliver.
At Uniting, he led the design and implementation of the People We Serve Framework to enhance experience across the organisation. This work has clarified services, empowered frontline teams, and aligned strategic intent with meaningful outcomes reshaping how Uniting delivers value at the key moments that matter.
Stuart previously held senior executive roles, including Vice President, Asia Pacific & Canada at Constellation Brands, where he delivered significant growth by keeping people at the heart of strategy and execution. He also held regional and global leadership roles at Johnson & Johnson, building deep expertise in customer engagement, marketing, and organisational transformation.
Known for building high-performing teams and cultures of impact, Stuart brings an authentic and inclusive leadership style grounded in purpose, collaboration, and service.
Ada Ryan
Head of Customer Experience
Ada Ryan is the Head of Customer Experience (CX) at Genesiscare, where she has proven herself as a pioneer in driving effective customer-centric strategies for the last decade. In her role, Ada established the customer experience function at GenesisCare – a leading private provider of cancer care with a national footprint of 50 locations.
In collaboration with cross-functional teams, her team are designing better care to meet the needs of today’s empowered, digital first consumers (cancer patients and doctors) who want convenience as well as clinical excellence.
Ada’s expertise extends across the three core pillars of customer experience: customer, compliance, and commercial. Her team collaborate with individuals who have firsthand experience with the healthcare system to ensure compliance standards are met and exceeded, driving the co-design of care to achieve accreditation seamlessly. This also helps the organisation hit the mark from a marketing standpoint.
Ada is a key player in fostering sustainable growth at GenesisCare by crafting and embedding the customer value proposition and communicating complex pricing.
Ada’s career journey began in integrated marketing agencies, where she honed her skills in sponsorship sales and orchestrating large-scale consumer events. She spearheaded notable projects such as MasterChef Live, Taste Festivals, Top Gear Live, alongside hosting conferences for C-level executives including CIO’s, CFO’s and Customer Transformation leaders.
This intersection of diversified experiences underscores Ada’s holistic approach to supporting commercial goals through customer experience management.
Scott Howard
Executive Manager CX Design
Scott leads the CX Design team at NBN Co, advocating for customer-centricity and designing customer propositions, journeys, and communications. A maker at heart, Scott is passionate about inventing to improve lives for customers, while unlocking the creative potential of organisations from the inside. Scott has worked globally, with a career spanning engineering, product and service design, CX, management consulting and enterprise leadership.
Deirdre Boyle
Chief Customer Officer
Dee is a seasoned transformation leader with over two decades of experience leading digital, customer experience, and marketing transformation for some of Australia’s most recognised banking and insurance brands.
She is currently the Chief Customer Officer at Australia’s favourite loyalty program, Flybuys, where she is leading the design and delivery of Flybuys’ next generation program and experience strategy for over 9.5 million members.
With a track record in leading legacy brand transformations, Dee is passionate about driving people-centred change, uniting businesses around a shared, authentic purpose that positively impacts their people, customers and communities and is motivated by the impact true customer-led cultures can have in driving sustainable business growth.
Ben Coughlin
Chief Customer Operations Officer
Karen Clydesdale
Head of Customer Experience & Customer Relationship Management
Ciara Rocks
Chief Customer & Commercial Officer
Ciara Rocks serves as the Chief Customer and Commercial Officer at Estia Health. With over 20 years’ experience in sales, marketing, customer experience and operations across various sectors including health, utility and finance, Ciara is an experienced executive leader. Her extensive background includes key leadership roles where she consistently demonstrated her ability to set and execute strategic business initiatives, achieve budgeted revenue goals, and exceed customer service targets.
Ciara is a natural people leader, with a strong commitment to galvanising both small and large teams to drive performance, manage change and enhance service delivery.
Before joining Estia Health in July 2024, Ciara held the positions of Chief Marketing Officer and Chief Operating Officer at Pacific Smiles Group. She also served in senior positions at Hunter Water, the Commonwealth Bank and the NRMA, where she made significant contributions to each organisation’s success.
Executives
Speakers
Keynotes
Environment
Content by leaders, for leaders
Our content is expertly researched and curated with insights from Connect Media’s network of industry specialists. Timely and tailored, it sparks innovation, tackles key industry challenges, and provides the skills and tools for future business success.
Key Themes
CX Strategies & Growth
How can we optimise operations and engagement strategy to deliver best in class customer experiences?
Tech Innovation & Data
How can we harness the latest innovations in tech to drive transformative customer experiences with impact?
Culture & Employee Experience
How can we put CX at the heart of company culture when delivering exceptional experiences?
More program details to come
What’s included in my delegate pass
Access to Full Event Program
Exclusive Networking Opportunities
Executive Insights & Event Content
Delegate registration is strictly for in-house Customer Experience Professionals of consumer facing organisations. Please note, service providers are not permitted to attend through standard delegate registration. If you are a Service Provider, please email lachlanw@connectmedia.com to discuss your involvement.
Registrations will be reviewed for the correct rate, Connect Media reserves the right to refuse entry to anyone not paying the correct rate. Furthermore, we will not be responsible for travel costs if you do not pay the correct rate.
Join Our Invitation List
Subscribe now and be the first to receive updates, special offers, and priority invitations to the Forum.
Our Partners
Become A Partner
The CX Leaders Forum is Australia’s premier event for in-house customer experience professionals of consumer facing organisations. We focus on actionable insights and real-world solutions by bringing together the leading voices shaping the sector. Every year we refine our event model to unlock greater value for our partners and to ensure that our delegation’s expectations are exceeded.
Whether you’re looking for brand visibility, lead generation or exclusive event networking opportunities, our sponsorship packages are tailor made and designed to maximise your ROI.
Please get in touch if you’d like to discuss what these opportunities could look like for you and your brand.
PARTNERSHIP OPPORTUNITIES
Jack Martin
Growth Manager
Tel: +61 451 548 447
Email: jackm@connectmedia.com
GENERAL ENQUIRIES
Tel: +61 2 8004 8590
Email: team@connectmedia.com
Connect with these companies attending
Don’t miss the opportunity to connect with the industry’s most prominent brands at The CX Leaders Forum. Explore the companies already confirmed and secure your chance to network with the best in the business.
Venue & Accommodation
Swissotel Sydney
68 Market St, Sydney NSW 2000
Frequently Asked Questions
Frequently Asked Questions (FAQ)
What’s included in my delegate pass?
A Delegate Pass includes access to all sessions, refreshment breaks, networking lunches, and access to provided speaker presentations. Please note: Sharing of speaker presentation’s is subject to approval from the guest speaker. One delegate ticket is entry for one person only, passes cannot be shared. Organiser’s reserve the right to deny entry to anyone not registered.
Is there a group booking discount?
Yes – groups of 3 people or more are entitled to a discount. Full discount information is available on our registration page. If you have any questions about how group bookings work, please contact team@connectmedia.com
Can I transfer my pass?
A delegate pass is entry for one person only, passes cannot be shared. A substitute delegate is welcome at any time prior to the event, provided the request is made in writing to team@connectmedia.com
How do I receive my delegate pass?
Following the completion of your registration, you will receive an email confirmation. We will contact you via email the day prior to the event with a QR code, to make your arrival as seamless as possible have your QR e-ticket ready and visible on your device.
Is media registration available?
No, this is a closed and confidential event. Media registrations are not available.
Cancellation Policy:
A full refund less a $250 (GST Inclusive) processing fee is applicable on cancellation requests made in writing within 10 days of registration. No refunds are available for cancellations made more than 10 days after registration. Where Connect Media is required to reschedule the event in the interest of the event partner’s and guests, your pass will be automatically transferred to the rescheduled dates. Should Connect Media be unable to offer, deliver or fulfil any engagement within 12 months, you will be entitled to a full refund.
What is a Service Provider?
A service provider refers to an individual or organisation who supplies products and/or services to the primary audience of the event.
Will there be a delegate list available?
No, Connect Media does not provide delegate lists to attendees.
Fraudulent activities
We’ve been alerted to instances of companies proposing to purchase and sell lists of attendees for our events. Please be assured, we do not engage in the sale or distribution of event-related data. Such companies have no association with us, and we are actively working to halt these deceptive practices.
Regrettably, this type of scam is not uncommon in the media industry. Any information purported to originate from our events and offered by a third party would be completely fabricated. Should you have doubts about the legitimacy of a potential supplier, we urge you to contact us directly.
For any additional questions please contact us on 02 8004 8590 or team@connectmedia.com.
Terms and Conditions
Delegate Pass:
Delegate Pass includes access to all sessions, refreshment breaks, networking lunches, networking drinks reception, and access to approved speaker presentations/on demand content. Please note: Sharing of speaker presentation’s is subject to approval from the guest speaker. One delegate ticket is entry for one person only, passes cannot be shared. Organiser’s reserve the right to deny entry to anyone not registered.
Digital Pass (only applicable for digital events):
A digital pass is valid for the use of 1 user and provides access to live content, inclusive of all keynotes, and sessions. The pass also includes access to approved speaker presentations/on demand content; this will be available to you via email in the week following the event. Please note: Sharing of speaker presentation’s is subject to approval from the guest speaker. Access must not be shared by multiple user’s or redistributed in any way. Organiser’s reserve the right to deny access to anyone who is found violating the above terms.
Payment & Discounts:
Only one promotional discount code can be applied per registrant. All prices and promotions are valid at the time of purchase only and may not be redeemed after the point of purchase.
Registrations will be reviewed for the correct rate, Connect Media reserves the right to refuse entry to anyone not paying the correct rate. Furthermore, we will not be responsible for travel costs if you do not pay the correct rate.
Organiser’s Rights:
Connect Media and Communications Group Pty Ltd endeavours to ensure the conference programme and speaker line-up is correct at the time of the event. All advertised details are correct at time of publishing. Due to unforeseen circumstances Connect Media and Communications Group Pty Ltd reserves the right to alter the programme prior to the event without notice. We also reserve the right to cancel or postpone the event. Where Connect Media is unable to run the event in the next 12 months (from the date of the event), you will be entitled to a full refund. In the unlikely event that it is cancelled or postponed, no compensation will be provided for cancelled/amended travel arrangements.
Connect Media and Communications Group Pty Ltd reserves the right to deny access to any individual that engages in or is alleged to engage in practices that are considered unprofessional and inappropriate for a business conference. We reserve the right to deny access to delegates that may affect the client / vendor ratio of attendance in favour of the interests of sponsors and commercial partners of the event.
In registering for this event, delegates grant permission to Connect Media and Communications Group Pty Ltd to take and to have full and free use of video/photographs containing their image/likeness for promotional use. Should a delegate not agree to the above image release, they must advise team@connectmedia.com.
Cancellation Policy:
A substitute delegate is welcome at any time provided the request is made in writing. A full refund less a $250 (GST Inclusive) processing fee is applicable on cancellation requests made in writing within 10 days of registration. No refunds are available for cancellations made more than 10 days after registration. Where Connect Media is required to reschedule the event in the interest of the event partner’s and guests, your pass will be automatically transferred to the rescheduled dates. Should you be provided with a credit note at the discretion of the event organisers, this credit is valid for the specified amount of passes, and not the monetary value. Should Connect Media be unable to offer, deliver or fulfil any engagement within 12 months, you will be entitled to a full refund.
Event Delivery:
In case of a change in government restrictions and advice, Connect Media reserves the right to make the decision to deliver the event completely digital, or completely in person. Should you hold a different pass, you are entitled to move your registration to digital/in person, or receive a credit for the following edition of the event.
Privacy Disclosure:
We take your privacy seriously. Information collected on this registration will be held in the strictest of confidence on a secure database. This information may be used in order to contact you regarding future events, product development and services offered. If you do not wish to be contacted please email team@connectmedia.com. To view our full privacy policy please visit: https://dashboard.connectmedia.com/privacy-policy/.
