27 FEBRUARY 2025 | SYDNEY
Why Attend
- 1Valuable Insights
- 2Candid Discussions
- 3Networking Opportunities
- 4Expert Speakers
2025 Speakers
Jo Egan
Chief Customer Officer
Tina Morrell
Executive Manager, Customer Strategy & Journey
Dr Violet Lazarevic
Group GM / Head of Enterprise-Wide Customer & Market Insights Centre of Excellence
Taeressa Fawthrop
Chief Consumer Officer
Joy Shi
Director – Voice of the Customer & CX
Anne Marie Hadley
Chief Experience Officer
Dr Anne Marie Hadley is the inaugural Chief Experience Officer at NSW Health and stands as a steadfast advocate of kind and compassionate leadership. Her unwavering commitment revolves around the profound aspiration to craft extraordinary experiences for each individual who crosses paths with NSW Health.
With a profound awareness of the intimate connection between the well-being of staff and the satisfaction of patient’s, families, carers, and the broader community Anne Marie champions the cause of fostering a culture characterized by kindness and empathy within the healthcare sector. She ardently believes in the importance of enabling our amazing workforce to consistently offer the highest quality experiences with each interaction.
While Anne Marie has worn numerous professional hats over the last 40-years, her most cherished and impactful roles are those of a daughter, a mother, and the endearing title of ‘Glammy’ to four delightful ‘Glambabies’ and two blossoming ‘Glamteens’.
Melissa Pellegrini
Head of Customer Insights
Melissa has been working in finance, strategy and customer insights roles for over 20 years. Starting her career at PwC, Melissa spent time in funds management & banking before finding her true home in FMCG & retail. At Mondelez, Melissa was involved in various innovation, portfolio management and transformation roles, supporting the development of many of the chocolate treats we all love. Moving into retail with Coles, Melissa worked on various strategic projects, including new store formats and the infamous Down Down campaigns, before finding a new career in Customer Insights. With experience across advertising effectiveness, first party data, basket analytics and CXoptimisation, Melissa enjoys using the data to prove the value of placing the customer first. Now at David Jones, Melissa is accountable for defining, delivering & embedding the Customer Strategy and is spending way too much money on fashion.
Nick May
Chief Customer Officer
Denisha Anbu
Executive General Manager, Customer Experience
Denisha joined Sydney Water in 2012 and has held several senior leadership and Executive roles across a range of portfolios, including Governance & Assurance, People & Culture and Legal & Corporate Secretariat. In April 2024, Denisha was appointed as Executive General Manager, Customer Experience. Denisha is also the Corporate Secretary for Sydney Water.
Denisha is accountable for the entire customer value chain at Sydney Water – from creating customer accounts and billing through to the resolution of network faults and complaints. Denisha leads teams who seek to delight stakeholders – including Sydney Water’s most important stakeholder, our customers. This includes exceeding our customer expectations, creating seamless interactions, driving customer focused innovation and building lasting relationships.
With more than two decades of experience across Brisbane, Melbourne and Sydney in professional services, telecommunications, higher education and the water sector, Denisha specialises in leading teams in complex regulatory environments to achieve great outcomes for organisations and customers. Denisha is trained as a corporate lawyer, with broad experience in governance, strategy, innovation, people and culture, and transformation.
Denisha is passionate about the water industry and water’s role in improving the lives of the customers and communities it serves. Denisha has extended this commitment to improving access to water, sanitation and hygiene for everyone everywhere around the world, through her non-Executive Director role at WaterAid Australia.
Denisha holds a Bachelor of Arts and a Bachelor of Laws (Honours) from the University of Queensland, a Master of Laws from the University of Melbourne, is a graduate of the Australian Institute of Company of Directors and a fellow of the Governance Institute of Australia. Denisha has also completed the Executive Leaders Program through Chief Executive Women Australia.
Matt Saraceni
Head of Digital Product
Nigel Pugh
Executive General Manager Customer Acquisition & Retention
Alex Chruszcz
Former Chief Customer Officer
Executives
Speakers
Keynotes
Environment
Agenda
Transforming CX: Matching Value to an Evolving Consumer
- What socio-cultural moments, trends and economic factors are front of mind for consumers in 2025? How are they proving consequential for brands?
- How is the nature of customer value changing? How are brands then weaving adaptability through their CX strategies?
- How do you get your entire organisation to embody customer-centricity?
Hidden in Plain Sight: Deeply Understanding our Customers
- How are brands going beyond the shortcomings of traditional CX measurement to form complete and unique pictures of customer preferences and behaviours?
- How sound are our measurement practices? When do you know you’ve reached digital maturity or are in need of transformation?
- What role is AI currently playing in improving customer understanding across different industries?
Digitally Elevated yet Utterly Human: Crafting Innovative CX Journeys
- How are brands infusing both innovative boldness and human touch across CX touchpoints?
- What should you look for in a creative innovation partnership?
- How are organisation ensuring their digital transformation efforts don’t alienate customers who prefer more human-centered approaches?
Event Pricing
SINGLE DELEGATE PASS
GROUP 5 DELEGATE PASSES INCLUDES 2 FREE
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 zoeb@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.
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Become A Partner
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
PARTNERSHIP OPPORTUNITIES
GENERAL ENQUIRIES
Tel: +61 2 8004 8590
Email: team@connectmedia.com
Venue & Accommodation
amora hotel jamison Sydney
11 Jamison 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/.
