25-26 FEBRUARY 2025
SYDNEY
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Welcome

POWERING GROWTH WITH INNOVATION AND CREATIVITY

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 return in Sydney in February 2025, 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 two-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

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Executive Learning Agenda
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200+ CX Executives
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40+ Executive Speakers
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14 Exclusive Keynote Addresses
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5-Star Networking Environment
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Past Speakers

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Bio
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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.
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Michelle Klein
Chief Customer and Marketing Officer

IAG
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Michelle Klein
Chief Customer and Marketing Officer

IAG
Michelle Klein is the Chief Customer and Marketing Officer at IAG, Australia's largest general insurer with brands including NRMA Insurance - Australia’s most trusted insurance brand (Roy Morgan 2023). With a career spanning 25 years and five continents, Michelle returns to Australia from the United States, after spending almost a decade at Meta where she was most recently Vice President, Global Business and Product Marketing. An international business leader and three-time Effie Award winner, Michelle has worked with iconic brands including Diageo, British Airways, Orient Express and Armani, leading cross-functional teams to transform brand perception and business results to achieve double-digit growth. Board Director, industry spokesperson and champion for brands driving real world change, Michelle lives in Sydney with her husband and two children.
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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
Milosh has been with Medibank since 2016 and was appointed Group Executive – Customer Portfolios in June 2021. He is responsible for Medibank‘s customer portfolios, including member health programs, Live Better and diversified insurance portfolios. He is also accountable for growing and sustaining Medibank’s consumer, corporate and overseas portfolios.

Milosh has extensive experience leading customer focused and data driven transformations across health, media and telecommunications industries, including proposition, innovation and new business growth.

Prior to joining Medibank, Milosh held senior roles at SEEK and McKinsey & Company.
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Charles Weiser
Head of Customer Experience

Optus
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Charles Weiser
Head of Customer Experience

Optus
Charles leads Customer Experience at Optus.

Previously, Charles was the Executive Director of digital bank UBank and the Group GM of Mortgage Experience and COO of Operations Academy at the National Australia Bank. Prior to joining NAB, Charles was the Group CEO of RAMS Mortgage Corporation.

Previously in Europe, Charles held multiple roles at British Airways PLC, including as Managing Director and Group Executive, Loyalty and Partnerships.

Charles is presently a Non-executive Director of Campbell Page, a non-for-profit enterprise assisting long term and Indigenous unemployed and an Ambassador for Opportunity International, a world leader in micro-finance providing assistance to the most impoverished across south east Asia.
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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
Alena has a passion for driving strong customer outcomes and commercial results. She is currently Head of Customer Lifecycle Management at HSBC, leading a program to drive customer lifetime value. She is a passionate customer leader and has a background in customer strategy, brand marketing management, customer innovation and digital ecosystems. She has worked across financial services, digital tech, FMCG and government services organisations.
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Ben Coughlin
Chief Customer Officer

Webjet
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Ben Coughlin
Chief Customer Officer

Webjet
Ben is the current CCO of Webjet and Ex Global VP Operations @ the Expedia Grp. A dynamic senior leader with a proven track record in driving transformative change within multi-channel, multi-function operations. As an operational transformation expert, Ben specialises in optimizing complex processes and deploying effective digital tools to enhance operational management, resulting in outstanding customer outcomes and robust business growth. With extensive experience in managing large, geographically dispersed teams, Ben has successfully led a global operation teams of 15,000+ members through a strategic shift towards delivering predictable experiences. Ben's leadership style emphasizes enabling teams through digital tools, fostering a culture of innovation and collaboration. With a passion for driving positive change, Ben ensures that organizations not only adapt but thrive in the ever-evolving landscape. With a warm and approachable demeanour, Ben creates an environment where teams embrace change, embrace technology, and collectively achieve remarkable results.
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Jonathon Thorpe
Deputy Chief Executive Officer, Service Delivery Excellence Group

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

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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Hushidar Kharas
Head of Prime Video ANZ

Prime Video ANZ
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Hushidar Kharas
Head of Prime Video ANZ

Prime Video ANZ
Hushidar is the country manager for Prime Video AUNZ, and has spent the last five years defining the strategy, hiring the team and growing the business into a leading streaming service in Australia and New Zealand. A passionate marketeer who enjoys using consumer insight and technology to build brands, Hushidar is deeply customer obsessed and enjoys connecting the dots between customer and profitability metrics.

Previously, he’s worked at large consumer brands in India and the Middle East, across media (Amazon, Star TV), QSR (Yum!) and personal care (Future Brands). Working across multiple geographies, Hushidar enjoys learning about new markets and customers. He has developed expertise in customer segmentation and strategy, brand management, digital and social. His team’s work has won Clio, Promax, Mumbrella, FOMA, Webby, and other global and Australian awards. Hushidar is committed to sharing his experiences with other marketeers and has co-authored a book on crisis management in the social age.

Born and raised in Bombay, India, Hushidar now lives in sunny Sydney with his wife and two daughters.
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Kurt Brissett
Chief Technology and Innovation Officer

Transport for NSW
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Kurt Brissett
Chief Technology and Innovation Officer

Transport for NSW
Skilled general manager and strategic commercial specialist with strong sales, category, brand, shopper and customer marketing background within the alcoholic beverages industry.

Key Focus areas: Commercial and strategic planning, brand, category, customer and shopper marketing, sales and franchise management, building high performing teams.
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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
Damian Madden works on the experiential and creative transformation of luxury brands globally. He was named the Australian CX Leader of the year and is the founder and creative director of Another Side, a streetwear label supporting youth mental health, and the co-founder of A.SINGLE.PIECE, an immersive, 24/7 art experience that promotes the work of artists of Asian heritage. Damian is currently helping change the future of wine at Pernod Ricard and consults with corporate boards on how to engage the consumer of tomorrow.
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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
Karen Clydesdale is a dynamic and accomplished professional with a diverse background in customer experience, community development, healthcare, and sports management. Throughout her career, she has demonstrated a strong commitment to driving positive change with making a lasting impact.

Karen’s journey began as a Charge Nurse at the Royal Melbourne Hospital. During this time, she recognised the transformative power of sport and recreation in creating social change and completed a Recreation Degree.

Motivated by her passion for improving the lives of the disadvantaged she founded 'Rec Link,' a national non-profit organisation that provides lifechanging sport and recreation opportunities to vulnerable communities , including people experiencing homelessness.

Driven by her love for Tennis, Karen transitioned to Tennis Australia establishing Tennis Australia’s Inclusion and Diversity program.

As Tennis Australia and the Australian Open expanded, Karen took on pivotal transformational roles in leading the National Participation program, coach membership, club development, workforce development and customer acquisition programs, including leading the successful launch of Cardio Tennis, Tennis’ fitness based Tennis program. During this time Karen also completed her Post Graduate in Sport Management at Deakin University and completed a Masters in Change Management at UNSW.

Over the last five years Karen has been instrumental in supporting Tennis Australia’s Digital transformation, by establishing a Human-Centered Design practice, leading the Customer Experience strategy, with the ambition to create memorable and customercentric end-to-end experiences across the Australian Open, Summer of Tennis and Participation.

sessions


  • 9:00 am
    Registration
  • 9:20 am
    Opening Remarks from the Chair
  • 9:25 am
    Opening Ministerial Address
  • 9:35 am
    Keynote
  • 10:00 am
    Outlook Session

    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? 
  • 10:40 am
    Keynote
  • 11:00 am
    Morning Refreshments & Networking
  • 11:30 am
    Partner Keynote
  • 12:00 pm
    Insight Session

    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? 
  • 12:40 pm
    Keynote
  • 1:05 pm
    Lunch Welcome Remarks
  • 1:15 pm
    Lunch & Networking
  • 2:00 pm
    Platinum Keynote
  • 2:20 pm
    Innovation Session

    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? 
  • 3:00 pm
    Keynote
  • 3:20 pm
    Afternoon Refreshments & Networking
  • 3:50 pm
    Keynote
  • 4:15 pm
    Keynote
  • 4:40 pm
    Closing Remarks from the Chair
  • 4:45 pm
    Close of Day One
  • 9:15 am
    Registration
  • 9:25 am
    Opening Remarks from the Chair
  • 9:30 am
    Keynote
  • 9:55 am
    Strategy Session

    Consolidating Influence: Leveraging CX as a Catalyst for Growth 

    • How are leaders balancing the push and pull of cost management against need for strategic CX investment with internal stakeholders? 
    • What are the most effective pathways to securing executive buy-in from the CFO and CIO? 
    • How do you ensure your CX strategies can support growth in new markets and customer segments? What opportunities are leaders keeping an eye out for?  
  • 10:35 am
    Diamond Keynote
  • 11:00 am
    Morning Refreshments & Networking
  • 11:30 am
    Keynote
  • 11:50 am
    Engagement Session

    Winning the Long Game: Capturing and Sustaining Brand Loyalty 

    • How are CX leaders mapping parameters of loyalty for the value-hungry, hyper-sceptic customer? 
    • How are leaders navigating the fragile trust ecosystem that trails customer data usage and storage? 
    • What does it take to meet the high standard customers hold for authenticity without coming across as tokenistic? 
  • 12:30 pm
    Keynote
  • 12:50 pm
    Lunch Welcome Remarks
  • 1:00 pm
    Lunch & Networking
  • 2:00 pm
    Platinum Keynote
  • 2:20 pm
    Culture Session

    Infectiously Bold: Aligning People and Customer Experience 

    • How do you effectively bring EX and CX closer together?  
    • What role does experimentation and autonomy play in delivering exceptional customer experiences? How can CX leaders foster this internally? 
    • What are the best ways to measure the impact of cultural alignment on CX outcomes?  
  • 3:00 pm
    Keynote
  • 3:25 pm
    Closing Remarks from the Chair
  • 5:30 pm
    Close of Forum
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SPONSORS

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2024 Event Partner | inmoment.com
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2024 Diamond Partner | chromeenterprise.google
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2024 Gold Partner | addverve.com
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2024 Gold Partner | zendesk.com
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2024 Gold Partner | qualtrics.com
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2024 Lunch Partner | creatio.com
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2024 Coffee Cart Partner | freshworks.com
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InMoment is the leader in improving experiences and is the highest recommended CX platform and services company in the world. It is renowned for helping clients collect and connect customer experience data from everywhere—from surveys and social reviews, to conversational chat logs and transcripts. As the pacesetters in AI and text analytics, its 3,000 clients activate and understand every byte of structured and unstructured data, breaking down data and team silos to take the smartest actions. This award-winning technology combined with in-house industry experts empowers brands to gain ROI from their CX programs in half the time as its competitors. Unlock the true potential of every piece of customer data with InMoment. To learn more, visit inmoment.com.au

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ChromeOS is a cloud-first operating system that provides
employees with a modern experience and devices that stay
fast, have built-in security, deploy quickly, and reduce the total
cost of ownership. Deliver amazing digital experiences with a
fully integrated signage and kiosk solution with ChromeOS

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Verve are experts in cultural, human and artificial intelligence. Taking a holistic approach to insight, we blend research specialisms to understand people and culture, helping clients react to global change.

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At Zendesk we’re on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. We provide a complete customer service solution that is easy to use and scales with your business. It’s everything you need, in one powerful package. Zendesk serves more than 100,000 customers across a multitude of industries in over 30 languages.

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Qualtrics, the leader and creator of the experience management category, is a cloud-native software provider that empowers organisations to deliver exceptional experiences and build deep relationships with their customers and employees – so they can understand their greatest friction points, retain and engage top talent, and deliver the right products and services. Nearly 20,000 organisations around the world use Qualtrics’ advanced AI to listen, understand, and take action. Qualtrics uses its vast universe of experience data to form the largest database of human sentiment in the world. To learn more, please visit qualtrics.com.

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Creatio is a global vendor of one platform to automate workflows and CRM with no-code and a maximum degree of freedom. Millions of workflows are launched on our platform daily in 100 countries by thousands of clients.

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Freshworks Inc., (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our AI-boosted products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 65,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and Twitter

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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

 

PARTNERSHIP OPPORTUNITIES

Zoe Baptist  – Commercial Manager
Tel: 61 403 967 480
Email: zoeb@connectmedia.com

 

GENERAL ENQUIRIES

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

Pricing and Discounts

Early Bird Registration
(until 15/11/2024)
$1595 + GST
$1995 + GST
$5985 + GST
Standard Registration
(from 16/11/2024)
$2195 + GST
$6585 + GST

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.

SUPER EARLY BIRD – EOFY SALE

Save $600 with our Super Early Bird EOFY Sale and register for only $1595 + GST. Offer ends June 30, 2024.

 

GENERAL ENQUIRIES

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

 

PARTNERSHIP OPPORTUNITIES

Zoe Baptist  – Account Manager
Tel: 0403 967 480
Email: zoeb@connectmedia.com

 

We look forward to delivering this event for you.

Register Now

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Save $600 with our Super Early Bird EOFY Sale and register for only $1495 + GST.
Offer ends June 30, 2024.