Welcome to the 12th Annual Customer Experience Management Summit 2019
Forrester has predicted that by 2020 CX will overtake price and product as the key brand differentiator. Satisfying the customer is no longer enough. Regardless of your industry your customer experience is now being compared to those provided by the likes of Uber, Amazon and Netflix.
Technology is constantly changing the playing field that is customer experience and traditional businesses now need to ‘show up to the game’ or face losing market share to more innovative and nimble organisations.
As the longest running CX summit, we’ve spent 12 years understanding the ‘at the moment’ trends in customer experience and how these impact the market. We understand the challenges you face in understanding and delighting the customer and have collated the content of this summit to help answer your biggest 2019 challenges.
Meet Our Expert CX Leaders
Chief Customer Officer
Head of Customer Operations
Director of Guest Experience
Chief Strategy & Customer Officer
Head of End to End Experience
InfraCo- Telstra Wholesale
Executive Director, Member and Market Insights
Customer Experience Director
Carlton and United Breweries
Director of Audiences
Australian Broadcasting Corporation
Why You Need to Attend CEM 2019?
50+ SPEAKERS FROM ALL INDUSTRIES
enabling you to benchmark against the trail blazers
3 INTERACTIVE PRACTICAL WORKSHOPS
your opportunity to learn 1 on 1 from industry leading CX expers.
OVER 40 CASE STUDIES
hear real life examples of how the market is redefining their customer experience.
12 YEARS OF LEADERSHIP IN CX
because we’re the best!
8 NEW STREAMS BY JOB FUNCTION AND INDUSTRY
making your conference agenda relevant and personalized for you.
NETWORK WITH CX LEADERS
expand your professional and personal circles by interacting with likeminded CX professionals.
BIGEST RANGE OF ORGANISATIONS-FROM SMALL TO LARGE ENTERPRISE
to understand successful approaches take at different ends of the spectrum.
See what our past attendees thought!
"Interesting presenters and attendees. Lots of knowledge in the room. Great networking opportunities."Lauren Trethowan, Lauren Trethowan - Australia Post
"Great content from a variety of speakers. I gained a lot of valuable insights to take back to my business."Anna McMillan, Customer and Consumer - Business Transformation - Lion
"The conference was comprehensive and valuable from both a content subject matter perspective as well as meeting like minded professionals."John Cowen, Program Director - Department of Transport and Main Roads – Queensland
"A valuable opportunity to share information and best practices with some of the best in business."Peter Johns, Customer Satisfaction Program Lead,AGL Energy
"Very valuable. Plenty of networking opportunities, very relevant and targeted seminar."Becky Cooke, Manager Sales ANZ - SAP
"Networking opportunities were good and I had takeaways from most presentations."Warren Dunne, Head of Customer Experience and Enablement- BT Financial Group
"Really interesting and valuable to where we are in our journey and future direction."Matthew Dundules, Experience Manager - Officeworks
"Good barometer of where the CX industry sits at the moment in terms of how they approach CEM and how sophisticated their systems are."Jon O'Loughlin, Executive Director - TNS Australia
"The conference was excellent with some really good speakers."Annette van Dommelen, Account Director - Oracle
"Engaging, thought provoking and exciting initiatives."Samantha Park, National Shared Services Manager - Vittoria Food & Beverage
"It was a great conference, great conversations and lots of learning. "Julie Fedele, Head of Customer Strategy - Bupa
Who Will You Network With?
- Customer Experience
- User Experience
- Customer Analytics
- Contact Centre
- Customer Operations
- Customer Relations
- Customer Support and Care
- Customer Experience Technology
- Customer Service
- Service Delivery
- Innovation & Technology
- Digital Channels
From the following industries:
- Finance, Banking, Insurance,
- Federal and Local Government
- Energy Retailers
- Gambling Industry
- Airlines and Hotel Groups
- Mortgage Lenders & Brokers