In the fast-paced landscape of CX, where technological advancements and industry shifts redefine the game, we know that CX leaders need to keep their programs relevant and impactful. Gartner's bold prediction for 2025 sets the stage—traditional surveys alone won’t cut it, and analysing text interactions will be a common practice for 60% of organisations. CX is evolving at lightning speed, and we're here to show you how to ride the wave of change with confidence. Kicking off the day, we'll unveil the latest state of the CX industry, designed to catapult your CX program into the future. InMoment’s CEO, John Lewis, and VP, Product and Solutions Marketing, Sam Middleton, will showcase how our revolutionary approach to integrated CX empowers you to capture the strongest customer signals, unlock game-changing insights through generative AI, and take strategic actions that drive tangible results. Get ready to elevate your CX game, seize new opportunities, and unleash the full potential of your customer experiences. Join us as we embark on a journey of innovation, inspiration, and endless possibilities.

Get ready for an immersive journey into the heart of customer-centricity with Karen Bozic, the Group Chief Executive Officer at craveable brands. Building upon their CX initiatives in previous years, craveable brands is back to share their latest insights and strategies for threading the needle with customer experiences. We’ll dive into the cultural transformation underway at craveable brands as they tackle challenges head-on, from integrating a new brand into the portfolio—Chargrill Charlies—to exploring further ways to unlock CX excellence. Discover how a relentless focus on customer obsession is driving a cultural shift and shaping the strategic pillars of success. Don't miss this opportunity to gain invaluable insights and be inspired by craveable brands' journey from humble beginnings to customer-centric excellence.

You’ll be hearing a lot about integrated CX throughout the day—this means stronger signals, richer insights, and smarter actions. In this presentation, our InMoment consultants will take us through the framework underpinning the idea of integrated customer experience. Discover how integrated signals can break down silos, unlock untapped potential, and guide strategic priorities for action. Our consulting team will share best practice approaches for planning and implementing your integrated CX program, offering invaluable insights into optimal use cases and learnings from leading global programs.

Using customer insights, Honda Australia spearheaded a massive disruption in legacy dealership models, turning toward a brand new customer-centric method for selling its cars. Of course, with a transformational change, complexity follows— Karen Pennie, Insights & Retail Experience Manager will take delegates through Honda’s customer-centric roadmap, which uses integrated CX principles to drive the brand forward. Learn how stronger signals, richer insights, and smarter actions inform Honda's business strategy, ensuring a seamless journey from data to action.

As a market leader in the financial sector, Suncorp offers insurance products and services through some of Australia and New Zealand’s most recognised brands. But with the purpose of helping customers, people, shareholders, and communities prosper comes the great responsibility of ensuring CX takes center stage to drive company-wide initiatives and influence the executive agenda. Suncorp’s Head of Customer Insights, Stephen McNabb, will talk us through how customer insights can make CX a pivotal business function by building an understanding of “CX elasticity”. Through exploring the economics of CX and the role of CX initiatives in driving positive outcomes for all stakeholders, Stephen will illuminate the critical junctures where experience improvement begins to really matter and the impact CX can have on the organisation. Join us as we discuss strategies to elevate the CX function to the CFO level, unlock additional budget, and drive smarter, more informed actions based on evolving CX metrics. Discover how reshaping CX conversations can fundamentally transform business dynamics and pave the way for sustained success.

As the world's first digital settlement platform, PEXA connects people, businesses, and governments to revolutionise the way properties are exchanged. But when operating in such a disruptive industry, how do you ensure your CX program continues to evolve and scale with the business and its customers? In this session, PEXA's CX and Research Lead, Danielle Elmasri, will share her approach to taking a five year CX program to the next level. She will provide practical examples of how PEXA overcame the limitations of traditional feedback sources, embracing the power of complex verbatims and data-driven insights. She will provide practical examples of tried and tested methodologies and frameworks to overcome common challenges you might be facing in your own CX program, as well as the wins their team has had as they've learned to ask the right questions, harness feedback from diverse sources including voice-to-text in call centres, and drive the program towards the next stage of evolution.

Milwaukee Tools is more than just a name in the industry – they’re the market leader for professional-grade power tools, trusted by tradespeople worldwide. Discover how the ANZ business identified the imperative to enhance experiences along the entire value chain, leading to the inceptions of the Voice of Distribution Partner program. Milwaukee’s Head of Research & Insights, Jeanine Whalley, will guide us through her journey navigating diverse stakeholder relationships and competing business priorities. Learn how she spearheaded a CX transformation across 200+ distribution partners, embedding initiatives within the sales team and organisation at large. Uncover the link between customer advocacy and revenue growth in this insightful discussion on Milwaukee’s innovative approach to CX evolution.

Amongst the buzz surrounding artificial intelligence (AI) this year, it's time to go beyond the hype and uncover its practical application for your CX program. Join Eslam Afifi, Data, Insights & CX Manager at legalsuper, as he unveils practical use cases of AI that promise to revolutionise the way we approach customer experience. From leveraging member feedback to empowering teams with cutting-edge AI tools, Eslam will focus on actionable insights and closing the loop on customer feedback. Don't miss out on this opportunity to unlock the true potential of AI in driving integrated CX strategies.

With more than 4.7 million subscribers and a dynamic portfolio of streaming businesses, Foxtel is one of the largest media companies in Australia. But with a large customer base and an ever-expanding offering, the brand needed a way to gain a holistic view of the customer experience being delivered across all products and service channels to enable a more impactful CX program. In this session, Foxtel's Director, Group Research, Simon Stevens, will run us through the organisation's journey to consolidating customer signals from multiple streaming brands and channels under the Foxtel umbrella to deliver more consistent, reliable and actionable insights. Simon will also showcase how Foxtel moved to a journey-based CX program to identify the "moments of truth" across all touchpoints, translating into stronger customer signals, richer insights, smarter actions and ultimately delivering record customer retention across the group.

Gareth Dixon from Specsavers talks about the brand’s focus on delivering customer excellence. With customers at the very heart of the business and embedded in the core of Specsavers DNA, Gareth will share how Specsavers put a spotlight on continually innovating and enhancing the customer experience, highlighting tangible progress made and future aspirations. Attendees will gain insights into Specsavers' customer-centric strategies, practical implementation approaches, and the pivotal role of partnerships in their journey.