The #1 Customer Experience Event in Australia and New Zealand

With heightened expectations from customers, falling barriers to entry and 86% of buyers willing to pay more for better customer experience, it’s time for Australian companies to up their Customer Experience game!

Celebrating its 10th year, Customer Experience Management will be bigger than ever with over 150 Customer Experience leaders, 70 organisations, 50 speakers, thrilling masterclasses, awards ceremony, 10th anniversary birthday bash and more.

 Learn from and network with national and international Customer Experience leaders from all tiers of private & public sector to identify opportunities, take away key strategies and gain insights for successful customer experience management!

Themes for 2017

Customer Experience Metrics: Beyond the NPS of Measuring your Customer Experience Success

Implementing Employee Engagement Strategies

Customer Insights & Analytics: Emotional Touchpoints & the New Journey Mapping

Embracing the Evolving Digital Revolution

Driving Change & Customer Experience Transformation: People & Culture

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






Expert Speakers



Brand New Case Studies



CEM Awards






Customer Experience Event in Australia

Be inspired by our Expert Speakers


Neil Hoyne

Head of Customer Analytics,
Google USA


Lisa Pogonoski

Chief Customer Officer,
BT Financial Group


Stuart Freer

General Manager, Digital IT, Big Data and Experience,


Agnieszka Hatton

Head of Customer Experience,


Cindy Cash

Head of Customer Experience Improvement,
Australia Post


Julie Fedele

General Manager, Customer Experience Strategy & Design- Retail Innovation Lab,


Chris Kenny

Head of Customer Experience
ING Direct Australia


Catherine Thomas

Customer & Partner Experience Director,

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.

What's New for 2017!

US and UK Keynotes

50 New Speakers

Fireside Chats

TED Style Talks

Champagne Sessions

5 Hours Networking

Interactive App

Speaker Corner Interviews

Who will you meet at CEM 2017?

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

See what our past attendees thought!

2nd Annual Customer Experience Awards

Get your Company the recognition it deserves! Applications are now open for the below categories:

  • Best Customer Centric Progression Project
  • Most Engaging Speaker Presentation
  • Overall Best Customer Experience Organisation Winner 2017

Applications close Friday 5 May 2017.

Apply for award

You’re Invited to our 10th Anniversary Birthday Bash!

Complimentary attendance to the Awards Night and
10th Anniversary Birthday Bash with ticket!

Join the Customer Experience Management LinkedIn Community

Be part of the conversation and join this exclusive forum where CEM professionals can come together to discuss industry innovations and strategies for customers in Australia and New Zealand – and ultimately learn from experts in the industry.

join us in linkedin

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