Enhancing Customer Experience Through VOC, Analytics, Culture, Digitization, Brand Management and User Experience

Rethink. Innovate. Deliver.

Highlights from 2017

It’s time to embrace and innovate, as the age of the customer is upon us. Are we adapting and matching the heightened expectations of our digital-savvy customers?

Delivering great customer-experience is and will never be an easy task. Our customers are changing and it is imperative to stay ahead of the game. Transitioning into a customer-centric organisation is the key to increasing market share and competitiveness.

With that in mind, the summit next year will feature 50+ industry leaders taking the stage to share best-in-class strategies for demonstrating ROI, building a customer-first digital ecosystem, unifying customer experience across the organisation, enhancing the brand experience, structuring your VOC programs and more!

Our 2018 program will be our best yet - but until it's released, check out our 2017 agenda to get a feel for what's in store at Australia's #1 Customer Experience event!

Themes for 2018

Culture & Employee Engagement

Voice of the Customer, Loyalty & Brand Management

Data Analytics, Customer Insights and Measuring ROI

Digital Technology, Digitalisation & User Experience

B2B Customer Experience and
Innovation Across all Fronts: Brand, Marketing, Functions

Omni–Channel and Multi–Channel Strategies






Expert Speakers



Brand New Case Studies



CEM Awards






Customer Experience Event in Australia


Spanning 4 days with a series of impactful discussions lined-up, attend the 11th Annual Customer Experience Management Summit 2018 for inspirations on strategising the next step of your digital-enabled, customer-centric journey. We will be expanding the vent into 5 targeted streams, enabling people to attend sessions directly related to their industry and job title. The streams for next year will be:

Day 1 Streams – By Industry

Stream 1:   Finance
Stream 2:   Government
Stream 3:   Utilities
Stream 4:   Retail
Stream 5:   Education

Day 2 Streams – By Interest Area

Stream 1:   Digital Customer Experience
Stream 2:   Insights and Analytics
Stream 3:   Loyalty and Retention
Stream 4:   Staff Experience
Stream 5:   Customer Journey Mapping

See what our past attendees thought!

Why Attend?

Inspiring Leadership

With four international renowned speakers and one Big Ideas Speaker plus over 75% new speakers from Customer Experience Leaders across the APAC region and beyond this truly is the place to find out what’s cutting-edge within the Customer Experience space.

Network like Crazy

With over 250 attendees from local and multi-national blue chip companies our drinks receptions, awards night, focused discussion groups and café zones in the networking hall are the perfect place for you to connect with colleagues old and new.

100% Tailored Advice

There are 10 focused breakout discussions, multiple small group or one-to-one sessions plus the consultation zones sprinkled throughout the Summit meaning that you can get expert advice on the exact problems you face as part of your conference package.

Celebrate Success

There's a lot to be proud of and the 2017 CEM Summit Excellence Awards is your chance to celebrate yours and your team achievements, which translated into benefits across the business!

Grow Your Business

CEM Summit showcases some the most cutting edge technology and service providers in the Customer Experience community. With live demonstrations and interactive exhibits it is THE place to view and select investments.

Benchmark Results

Online benchmarking sessions, live polling, crowd-sourced Q&A, interactive discussion groups, closed door fire side chats and QR Code facilitated networking all focused on giving our customer a voice at the event.

Who will you meet at CEM 2018?

Heads/Directors/Managers/Professionals in:

  •  Customer Experience
  •  Customer Analytics
  •  Contact Centre
  •  Customer Operations
  •  Customer Relations
  •  Customer Support
  •  Customer Care
  •  Customer Experience Technology
  •  Customer Service
  •  Service Delivery
  •  Innovation & Technology
  •  Digital Channels

From the following industries:

  •  Finance, Banking, Insurance,
  •  Superannuation
  •  Federal and Local Government
  •  Energy Retailers
  •  Telecommunications
  •  Gambling Industry
  •  Transport
  •  Airlines and Hotel Groups
  •  Retail
  •  Mortgage Lenders & Brokers
Associate Partners
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Event Partner
Event Chair
Networking Partner
Session Partner
Media Partners
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