29 FEBRUARY 2024
SWISSOTEL SYDNEY
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Welcome

TRANSFORMING CUSTOMER EXPERIENCE: INNOVATE. ENGAGE. EXCEL

Amidst the saturation of industry, customer experience is the key differentiator for success. As consumer dimensions continue to shift, how can CX leaders best position their organisation to take advantage of change and elevate their pathways to connection?

Set to arrive in Sydney in February 2024, The CX Leaders Forum brings together some of the nation’s most influential minds in experiential marketing. This industry leading event is designed for CX leaders and delivered by CX leaders. For a one-day conference and networking event, the Forum invites an esteemed delegation of executives and world-class speakers to come together and drive powerful, case-based discussion and insight.

Why Attend

    • We secure the highest calibre thought leaders from Australia and across the world to speak within a seamless and integrated format, facilitating fully interactive sessions that allow you to ask the questions that matter.

 

    • Every session is independently moderated to facilitate candid discussion and debate.

 

    • Your experience is at the heart of the Forum. Our audience is screened for seniority, allowing for a five-start networking environment to extend the conversation beyond formalities.

 

    • We respect the seniority of our delegates by diving deeper into technical subject matter with a business-driven, outcomes-focused agenda.

 

Gain Access

1
Executive Learning Agenda
2
150+ CX Executives
3
20+ Executive Speakers
4
7 Exclusive Keynote Addresses
5
5-Star Networking Environment
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2024 Speakers

INTERNATIONAL
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Joanna Lepore
Global Director, Foresight

McDonald's (US)
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Joanna Lepore
Global Director, Foresight

McDonald's (US)
Jo is a strategist who leads foresight and the exploration of new capabilities globally for McDonald’s. Jo helps to future proof the strategies of one of the world’s best known brands, with humans at the center. Prior to McDonald’s, she co-created a new strategic futures function within Mars Wrigley’s global organization.

Spanning brand management, strategic transformation and creative communications, Jo’s career has been focused on innovating to better products and experiences across major FMCG organizations in Australia and the US, including McDonald’s, Mars Wrigley, General Mills, Devondale Saputo and SCA Hygiene.

An advocate for curiosity and differentiated thinking, in 2022 Jo created the Looking Outside podcast to explore fresh business ideas. Guests include thought leaders from the marketing, innovation and foresight fields, like Byron Sharp, Amy Webb and Seth Goldman.

Poland born and Melbourne raised, Jo moved to the United States from Australia two years ago. Together with her husband and rescue dog, she is enjoying exploring McDonald’s home city of Chicago.
INTERNATIONAL
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Orlando Gadea Ros
Global VP CX Transformation

Stanley Black & Decker Inc. (US)
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Orlando Gadea Ros
Global VP CX Transformation

Stanley Black & Decker Inc. (US)
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Michelle Klein
Chief Customer and Marketing Officer

IAG
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Michelle Klein
Chief Customer and Marketing Officer

IAG
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Paul Jones
Chief Customer & Digital Officer

Virgin Australia
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Paul Jones
Chief Customer & Digital Officer

Virgin Australia
Paul joined Virgin Australia in July 2021 and has extensive experience in aviation, fast moving consumer goods and technology businesses in Australia, the UK, and the US. Before joining Virgin Australia, Paul worked at Qantas in a variety of customer, operations and technology roles including most recently, as Chief Operating Officer. Prior to Qantas, Paul was Chief Information Officer and Vice President of Integration at Mars, based in the US.
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Milosh Milisavljevic
Chief Customer Officer

Medibank
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Milosh Milisavljevic
Chief Customer Officer

Medibank
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Charles Weiser
Chief Experience Officer - Digital

Optus
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Charles Weiser
Chief Experience Officer - Digital

Optus
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Alena Jang Croucher
Head of Customer Lifecycle Management

HSBC
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Alena Jang Croucher
Head of Customer Lifecycle Management

HSBC
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Jonathon Thorpe
Deputy Chief Executive Officer, Service Delivery Excellence

Services Australia
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Jonathon Thorpe
Deputy Chief Executive Officer, Service Delivery Excellence

Services Australia
Jonathon Thorpe is the Deputy Chief Executive Officer in the Service Delivery Excellence Group at Services Australia, responsible for design, research, innovation, customer experience, service improvement emergency management, and transformation programs. He is focused on delivering connected and seamless whole of government service delivery, making accessing government services Simple, Helpful, Respectful and Transparent.

Jonathon has extensive public sector, and Non for Profit experience in executive roles and has led the delivery of large-scale initiatives across digital experience, identity and biometrics, contact centre and whole-of-government transformation domains including digital identity and myGov.
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Ben Coughlin
Chief Customer Officer

Webjet
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Ben Coughlin
Chief Customer Officer

Webjet
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Quintin Williams
Executive Manager, Customer Experience Design

nbn Australia
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Quintin Williams
Executive Manager, Customer Experience Design

nbn Australia
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Deirdre Boyle
Chief Customer Officer

Flybuys
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Deirdre Boyle
Chief Customer Officer

Flybuys
Deirdre has over 20 years’ experience leading product, digital, customer experience, and marketing teams for some of Australia’s most recognised banking and insurance brands. She is currently the Chief Customer Officer of Australia’s favourite loyalty program, Flybuys. Deirdre’s focus is on future-proofing and leading the development and delivery of the brand’s next generation customer strategy, ensuring outstanding experiences are provided to more than nine million members across the customer journey. Deirdre is passionate about driving people-centred change, and uniting businesses around a shared, authentic purpose that positively impacts their people, customers and communities. She instils the importance of going the extra mile to better understand your customers in her teams and is motivated by the impact true customer-led cultures can have in driving sustainable business growth.
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Adele Coswello
Chief Customer Officer

mycar Tyre & Auto
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Adele Coswello
Chief Customer Officer

mycar Tyre & Auto
Adele Coswello is the Chief Customer Officer of mycar Tyre & Auto. She is passionate about bringing subject matter experts from diverse backgrounds together to build successful transformation programs that deliver a better outcome for the customer. Responsible for analysing and enhancing every customer touchpoint mycar has across its network of more than 270 Australian stores and online, Adele has led the implementation of mycar’s Care Beyond the Car transformation, launched when mycar changed its name from Kmart Tyre & Auto Service in 2018.

Having previously worked with well-known and established brands including Bunnings Warehouse, Wesfarmers, EMI Group, Credit Suisse and Deloitte, Adele centred her role as Chief Customer Officer of mycar in 2020 after serving as Chief Financial Officer of the group since its inception in 2018.

Adele has a unique skill set, being an expert in bringing diverse teams across specialties including Marketing, Merchandise, Customer Care, Finance and Business Development together to deliver exceptional business evolution programs.
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Jade McKellar
Chief Customer Officer

Sydney Opera House
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Jade McKellar
Chief Customer Officer

Sydney Opera House
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Hushidar Kharas
Head of Prime Video ANZ

Head of Prime Video ANZ
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Hushidar Kharas
Head of Prime Video ANZ

Head of Prime Video ANZ
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Tina Morrell
General Manager Customer Strategy & Experience Design

The NRMA
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Tina Morrell
General Manager Customer Strategy & Experience Design

The NRMA
Tina Morrell is the General Manager for Customer Strategy & Experience Design for the NRMA. Tina is responsible for customer strategy, customer insights and data analytics, CX Design, value propositions and program delivery. Tina is passionate about using a human centred design approach to delivering seamless customer experiences and has experience across banking and telecommunications having worked at CommBank and Optus in Product Management & Development, CX and transformational roles. Tina holds a Bachelor of Economics degree from Macquarie University and enjoys running.
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Andres Mendez
Executive Manager - Customer Insight & Strategy

ALDI Stores Australia
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Andres Mendez
Executive Manager - Customer Insight & Strategy

ALDI Stores Australia
Andres has over 15 years of experience in business strategy and analytics roles, providing advice on issues around market assessment and performance, customer experience, product (category) development, and marketing (media) effectiveness through the use of data. During this time he has led teams supporting businesses in Retail, Telecommunications, Financial Services and Media sectors. Currently at ALDI he leads the customer analytics team and drives its customer strategy.
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Mia Lloyd
General Manager Customer, Trade Planning & Loyalty – Marketing

Coles Liquor
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Mia Lloyd
General Manager Customer, Trade Planning & Loyalty – Marketing

Coles Liquor
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Kurt Brissett
Executive Director Customer Technology (Connected Journeys)

Transport for NSW
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Kurt Brissett
Executive Director Customer Technology (Connected Journeys)

Transport for NSW
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Damian Madden
Director of Consumer Experience & Digital Transformation

Pernod Ricard Winemakers
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Damian Madden
Director of Consumer Experience & Digital Transformation

Pernod Ricard Winemakers
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Laura Cran
Head of CX

Accent Group
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Laura Cran
Head of CX

Accent Group
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Karen Clydesdale
Head of Customer Experience & Customer Relationship Management

Tennis Australia
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Karen Clydesdale
Head of Customer Experience & Customer Relationship Management

Tennis Australia
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Matt Baker
General Manager- Member and Customer Experience

Venues NSW
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Matt Baker
General Manager- Member and Customer Experience

Venues NSW
Matt is the General Manager of Membership at Venues NSW. Previously Matt has worked across marketing in sports, entertainment, events and venues at Perisher Ski Resort, Canterbury Bankstown Bulldogs, Red Bull and the National Rugby League. The Venues NSW network includes major sporting and cultural precincts in Sydney Olympic Park, Moore Park, Parramatta, Newcastle, and Wollongong including the iconic Sydney Cricket Ground, Allianz Stadium and Sporting Club of Sydney. Matt manages one of the oldest and most successful premium membership programs in Australia with a waitlist of more than 14yrs. Passionate about delivery great live experience he also looks after customer experience design, implementation, analytics and research to ensure members and guests to the venues enjoy these amazing destinations and extraordinary experiences.
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Lauraine Worthington
Global CX & Digital Marketing Manager

BlueScope
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Lauraine Worthington
Global CX & Digital Marketing Manager

BlueScope
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Robert Barać
Service Design Lead- Global Risk Program

ANZ Bank
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Robert Barać
Service Design Lead- Global Risk Program

ANZ Bank
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Amanda Bourke
GM Customer & Marketing Insights

Xero
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Amanda Bourke
GM Customer & Marketing Insights

Xero
Amanda has 20+ years experience in growing international businesses across multiple industries. After returning home from a banking career in the United Kingdom, Amanda committed to helping New Zealand companies thrive on the global stage; this included the launch of the world’s first Dairy Futures at NZX and growing the international footprint of Icebreaker’s merino apparel business. It was after experiencing the challenges of accessing customer data at Xero, a leading global small business platform with 3.5million subscribers, that Amanda was inspired to transition from strategy to establishing a contemporary customer insights function. With brand and customer insights platforms in place, she is now focused on driving a cultural change to unlock Xero’s commercial success through delivering exceptional customer experiences.
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Louisa Frome
Senior Manager Marketing & Insights

Horizon Power
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Louisa Frome
Senior Manager Marketing & Insights

Horizon Power
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Heather Svendsen
Head of Customer Experience & Digital

PetSure
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Heather Svendsen
Head of Customer Experience & Digital

PetSure
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Nicole Shepherd
Digital Experience, Product and Customer Lead in Retail

BIG W
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Nicole Shepherd
Digital Experience, Product and Customer Lead in Retail

BIG W
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Alex Chruszcz
Former Chief Customer Officer

David Jones & Country Road Group
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Alex Chruszcz
Former Chief Customer Officer

David Jones & Country Road Group

sessions


  • 9:00 am
    Registration, Refreshments & Networking
  • 9:20 am
    Opening Remarks from the Chair
    speaker
    Alex Chruszcz
    Former Chief Customer Officer

    David Jones & Country Road Group
  • 9:25 am
    Opening Keynote

    Customer Experience 2.0: Unleashing the Power of Customer Centricity, Insights, and Trends to Drive Industry Leading Results

    speaker
    Michelle Klein
    Chief Customer and Marketing Officer

    IAG
  • 9:45 am
    Outlook Session

    Reimagining their Experience: Responses to our Current Customer Landscape

    Off the back of years defined by constant change, our customers are evolving faster than ever before. They are deeply tuned into the world around them, moving between physical and digital spaces with confidence, guided by the tides of culture, pausing only when truly captivated. This opening Session will set the tone for the Forum by adopting a wide view of this shifting terrain. Attendees will walk away with clearer view of the pathways companies are following as they seek to better connect with their customers.

    speaker
    Jade McKellar
    Chief Customer Officer

    Sydney Opera House
    speaker
    Mia Lloyd
    General Manager Customer, Trade Planning & Loyalty – Marketing

    Coles Liquor
    speaker
    Heather Svendsen
    Head of Customer Experience & Digital

    PetSure
    speaker
    Nicole Shepherd
    Digital Experience, Product and Customer Lead in Retail

    BIG W
    speaker
    Andres Mendez
    Executive Manager - Customer Insight & Strategy

    ALDI Stores Australia
    speaker
    Jonathon Thorpe
    Deputy Chief Executive Officer, Service Delivery Excellence

    Services Australia
  • 10:30 am
    Keynote
    speaker
    Charles Weiser
    Chief Experience Officer - Digital

    Optus
  • 10:50 am
    Morning Refreshments & Networking
  • 11:20 am
    Partner Keynote
  • 11:50 am
    Innovation Session

    Leveraging Innovative Experiences to Deliver Delight

    With so much of our world shrouded in digital, strides towards innovation need to be well-balanced with of grounding of human experience. What does it look like to be momentous yet reliable, creatively bold yet consistently empathetic, all the while creating memorable experiences that keep customers returning time and time again?

    During this Session, we will hear from the CX leaders navigating the abundance of technological opportunity ahead, curating environments that both resonate with customers and push the boundaries of their curiosity.

    speaker
    Quintin Williams
    Executive Manager, Customer Experience Design

    nbn Australia
    speaker
    Kurt Brissett
    Executive Director Customer Technology (Connected Journeys)

    Transport for NSW
    speaker
    Matt Baker
    General Manager- Member and Customer Experience

    Venues NSW
    speaker
    Amanda Bourke
    GM Customer & Marketing Insights

    Xero
  • 12:35 pm
    Keynote
    speaker
    Alena Jang Croucher
    Head of Customer Lifecycle Management

    HSBC
  • 12:50 pm
    Lunch Refreshments & Networking
  • 1:40 pm
    Diamond Keynote
  • 2:05 pm
    Case Study Keynote
    speaker
    Milosh Milisavljevic
    Chief Customer Officer

    Medibank
  • 2:25 pm
    Engagement Session

    Activating the Art and the Science of CX

    Creating experiences that emanate authenticity over tokenism relies on a deep and intrinsic understanding of who is being created for. However, recent history has tainted the customer view of data collection, prompting many organisations to reassess their internal frameworks and reapproach the ways they can drive the personalised experience. In this Session, we will hear from CX leaders grappling with this undertaking, leaning on their data and tech to anticipate customer need without compromising on sustaining lasting, unshakeable trust.

    speaker
    Damian Madden
    Director of Consumer Experience & Digital Transformation

    Pernod Ricard Winemakers
    speaker
    Tina Morrell
    General Manager Customer Strategy & Experience Design

    The NRMA
    speaker
    Karen Clydesdale
    Head of Customer Experience & Customer Relationship Management

    Tennis Australia
    speaker
    Louisa Frome
    Senior Manager Marketing & Insights

    Horizon Power
  • 3:10 pm
    Global Keynote
    speaker
    Orlando Gadea Ros
    Global VP CX Transformation

    Stanley Black & Decker Inc. (US)
  • 3:30 pm
    Afternoon Refreshments & Networking
  • 4:00 pm
    Keynote

    Elevating the experience – tapping into customer innovations that reimagine travel & recharge retention 

    speaker
    Paul Jones
    Chief Customer & Digital Officer

    Virgin Australia
  • 4:20 pm
    Strategy Session

    Cultivating Loyalty Along the Pathway to Growth

    As the bridge between brand and customer, customer experience is primary cultivator of company loyalty and subsequent growth. In this session, we will hear how CXOs leveraging the inherent influence they wield, de-siloing the relationship between brand-identity and business strategy as they continue to bring new customers into the fold. Attendees will be rewarded with the insights and practice setting these key leaders apart.

    speaker
    Laura Cran
    Head of CX

    Accent Group
    speaker
    Deirdre Boyle
    Chief Customer Officer

    Flybuys
    speaker
    Lauraine Worthington
    Global CX & Digital Marketing Manager

    BlueScope
    speaker
    Robert Barać
    Service Design Lead- Global Risk Program

    ANZ Bank
    speaker
    Ben Coughlin
    Chief Customer Officer

    Webjet
    speaker
    Adele Coswello
    Chief Customer Officer

    mycar Tyre & Auto
  • 5:05 pm
    Closing Global Keynote

    Anticipating Human Needs in Unpredictable Times 

    speaker
    Joanna Lepore
    Global Director, Foresight

    McDonald's (US)
  • 5:25 pm
    Closing Remarks from the Chair
    speaker
    Alex Chruszcz
    Former Chief Customer Officer

    David Jones & Country Road Group
  • 5:30 pm
    Close of Forum
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Why Get Involved

The CX Leaders Forum is driven by an ambitious business agenda, and our audience is screened for seniority to ensure you are networking the minds shaping business.

Our limited keynote and moderated panel speaking opportunities will effectively embed you in this top-end business community. Digital and physical brand activations, as well as consultations in dedicated activation spaces further enable you to engage with this decision-making audience.

As a marketing platform to demonstrate expertise, credibility and grow your business with leading customer service executives, the CX Leaders Forum offers unrivalled cut-through

Venue/Accommodation

  • Venue
  • Accommodation
place

Swissôtel Sydney

Blaxland Ballroom – 68 Market St, Sydney NSW 2000.

Please click here for more venue information.

Accommodation at Swissotel Sydney

Please follow the below instructions, codes and links to book 10% discounted rates from our Best Available Flexible Rate at Swissôtel Sydney directly online.

A credit card guarantee is required and bookings have a 24H cancellation policy.

 

Booking Instructions

Book Now –   Swissôtel Sydney

Pricing and Discounts

Early Bird Registration
(until 24/11/2023)
$795 + GST
$2385 + GST
Standard Registration
(from 25/11/2023)
$995 + GST
$2985 + GST

Attendance at the CX Leaders Forum is strictly for in-house Customer Experience Professionals of consumer facing organisations. If you are a Service Provider, please email zoeb@connectmedia.com to discuss your involvement.

CONTACT INFORMATION

Email: team@connectmedia.com
Tel: 61 2 8004 8590

 

We look forward to delivering this event for you.

Register Now

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