CX Symposium


Hear and learn from leaders in customer experience (CX) including SEEK, Expedia, AMP, ADP, Australia Post and more.

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Jim Bass

International Keynote:
Jim Bass

Director, Client Experience

Jim Bass is a Customer Engagement Strategist in Alpharetta, GA with over 15 years’ experience designing customer experience at key moments of truth and critical touchpoints along the customer journey map. The bulk of his experience comes from 14 years at McKesson Corporation where he led customer support and advocacy, and 5 years at ADP where he currently manages survey operations and insight analysis for National Accounts. During his tenure at both companies, he envisioned, implemented and led many proactive programs, projects and initiatives designed to increase customer satisfaction, engagement and loyalty while containing/reducing costs and minimizing churn.  His CX perspective is that improving Customer Experience does not always have to be a daunting or expensive venture. Businesses can improve revenues and profitability by making a few simple changes in behavior, communication, listening and taking action.  Follow him on social media and on his website at

The Great Debate:
Is NPS Still Fit for Purpose?

In the Customer 360 Symposium’s first ever live-debate, two teams will go head to head to try to persuade you as to whether or not NPS is still fit for purpose, and the merits of NPS versus other CX measurement tools and techniques. No Powerpoint slides allowed, it’s just the time-honoured art of debating and persuasion.


2020 CX Symposium Speakers…Aren’t they awesome…

Vicky Katsabaris


Head of Customer Experience Solutions & Strategy, APJ

Darren Bowman


Experience Management Advisor

Elyssia Clark


Head of Customer Insights and Strategy

Andy Dorey

EML (Employers Mutual Limited)

National Manager - Customer Experience

Adam Novak


Group Head of Customer Experience

Amanda O’Donnell

Hollard Insurance

Head of Customer Experience and Marketing

Amanda Rasch


Customer Experience Manager

Belinda Dimovski
Belinda Dimovski

Australian Red Cross

Director Engagement & Support

Anthony Dureau


Chief Client Officer

Ben Sharp


Regional Sales Director, Data and Personalisation

Fernando Samaha

Australia Post

Head of Customer Experience

Michael Henderson

Cultures at Work

Corporate Anthropologist

Tina Morrell


GM Customer Value Proposition

Jim Bass


Director, Client Experience

Lyndall Spooner

Fifth Dimension Research and Consulting

Managing Director

Nigel Roberts

Yell Creative

Managing Director

Philip Bland

Service NSW

Customer Insights Manager

Richard Spencer

Business Australia

Chief Customer Experience Officer

Steve Nuttall

Fifth Quadrant CX


Simon Bowker


Digital Transformation, Customer & Employee Experience, Business Leader

Trevor Doornbos

Country Manager (Australia & New Zealand)

Sean Hall


Founder and Chief Energist