At InMoment, we believe the future of CX lies in integration, where AI goes beyond data collection. In this new era, your data should talk to you—delivering powerful, actionable insights that drive strategic decisions and measurable outcomes. Join us as InMoment’s VP of Product Strategy & Growth, Katherine Swintek, showcases how our AI-powered solutions are transforming how CX leaders capture and respond to customer signals. Learn how generative AI can help you elevate your CX program, stay ahead of industry shifts, and unlock the full potential of your customer experience strategy.

As the insurance industry grows more complex and customer expectations continue to evolve, CX has become more important than ever. QBE’s decade-old CX program needed a revamp to stay ahead of this ever-changing landscape and keep the organisation at the forefront of customer experience. Andy Kan led a game-changing transformation, going beyond traditional surveys for a multi-signal, real-time approach that captures what customers really think—before it’s too late. From consumer and broker insights to social sentiment, learn how QBE is turning richer feedback into meaningful action and redefining CX in an industry that can’t afford to stand still.

Last year, we introduced the what of Integrated CX—this year, we're unpacking the how. Join Gillian Mackay and Justin Rehayem from InMoment for a behind-the-scenes look at the technical engine that powers Integrated CX. From mapping diverse signals across the customer journey to applying best-in-class Natural Language Understanding (NLU), this session breaks down the AI logistics and platform design that turn raw feedback into real-time, unified insights. If you're ready to move from vision to execution, this is where it gets real.

In this interactive session, NZ Post's VoC & Insights Lead, Terence Priggen, will discuss how his team helped translate insights into an impactful business strategy. Hear about NZ Post's transformative journey as they navigate the complexities of B2C and C2C dynamics, turning CX investments into tangible business growth for their customers (and themselves).

Supporting 25+ national sporting organisations, Sport NZ faces a complex challenge: ensuring its Voice of Participant (VoP) drives positive impact at all levels—from local clubs to broad, national, sport-agnostic initiatives. This session dives into real-world examples of how Sport NZ is helping these sporting bodies with unique and varied challenges. With learnings from netball, cricket, bowls, and more, this presentation will showcase how feedback is driving change and helping Sport NZ and its partners deliver on their strategic intent—providing quality experiences to grow and sustain sport participation in New Zealand.

Transforming CX and using simple insights to drive meaningful outcomes. Jason Katsambiris, Global Program Manager at Aesop, will unpack this opportunity and share how his team is bridging the gap between customer experience and measurable business impact. In this session, Jason will showcase Aesop’s approach to building a compelling CX business case, engaging the organisation around data, and driving lasting change.

Executive sponsorship and buy-in are essential for the success of any CX program, playing a crucial role in fostering a strong customer-centric culture. In this session, Shannon McKay, General Manager, Customer Experience and Marketing at MLC, will share her extensive expertise in securing and sustaining executive engagement to embed CX at the heart of business strategy. With deep experience in both the financial industry and customer experience, Shannon will outline key strategies for aligning senior leadership with customer-focused goals, ensuring CX remains a top priority across the organisation. This session will provide practical steps to cultivate a customer-first mindset at all levels, leveraging executive sponsorship to drive CX maturity and long-term success. Through real-world examples, attendees will gain actionable insights on championing CX within their organisations and creating lasting cultural change.

What does it take to convince a CFO that CX isn’t just a “nice to have” but a revenue-driving powerhouse? Join Tony Skallias (Group Marketing Manager) and Reiner Low (Chief Financial Officer) from Storage King as they reveal how they built a business case for CX investment, secured executive buy-in, and proved the direct link between NPS, customer satisfaction, and revenue growth. From journey mapping to pricing strategy, they’ll break down how Storage King is shifting from competing on price to winning on experience—and how you can do the same.

What happens when a family-run brand steps into a portfolio of 600+ restaurants and doubles its size? For Chargrill Charlie’s, it meant learning to listen differently — catching rich, detailed feedback from customers they’d never met face-to-face and using it to predict what’s next. In a world where more orders come through apps than in person, Nathan Kelk, CEO, will share how Chargrill Charlie’s is embracing a 360-degree view, shifting mindsets, and turning everyday insights into future-proof strategies — all while staying true to the brand’s humble roots.