Customer 360 Symposium 2022


Enterprise CX and Customer Insights Leaders

The region’s most renowned CX and Customer Insights event

Hon. Victor Dominello MP
Minister for Customer Service and Digital Government , NSW Government
Peter Cross
Former CX Director , John Lewis (UK)
Alena Croucher
Head of Customer Experience , HSBC
Karen Sheppard
Head of Customer Insights , Endeavour Drinks Group


hours of networking

The region’s most renowned CX event

The 9th annual Customer 360 Symposium will safely bring together 150 of the leading minds in creating customer-obsessed strategy across CX, marketing and customer insights within ANZ’s enterprise organisations. Encompassing both the CX Symposium and the Customer Insights Symposium, the event takes place in the beautiful Hunter Valley, where for two days delegates can escape the daily distractions of their office environment, overcome the Zoom fatigue by reconnecting with their peers face-to-face in the beautiful open spaces of the countryside, and spend time focusing on the ever-changing world of customer experience and insights strategy that we find ourselves in today.

Customer experience and insights are ordinarily fast-changing disciplines, evolving in line with customer needs, behaviours and expectations as well as the technological shifts allowing us to connect with our customers in new and more meaningful ways. But this has never been more true than in the last 12 months. With the world changing almost overnight, we’ve been forced to rethink how we connect with our customers and what’s important to them.

This year’s event will delve deeper into customer strategy than ever before, exploring what the road ahead looks like for us as CX and customer insights leaders, through a series of virtual international keynotes and inspiring local case studies. There’s no better way to be inspired, regain focus, and set your priorities for the next 6-12 months.

The CX Symposium

The programme will explore critical themes and challenges, such as how we better use technology to deliver exceptional experiences as customer expectations continue to evolve; the impact of culture and the employee experience in driving CX strategy; and what our customers really want from us as customer-centric businesses.

The Customer Insights Symposium

The Customer Insights Symposium, part of the wider Customer 360 Symposium, creates a dedicated hub for customer insights leaders from ANZ’s enterprise brands to come together to explore the role of customer insights as businesses transform to be customer-led, while exploring the challenges and trends unique to client-side insights and research leads.

Keeping our finger on the pulse with regard to customer behaviours and attitudes is instrumental in ensuring we’re evolving our strategies in line with the changing needs of customers, and those needs and behaviours have never evolved more quickly than in the past 12 months. Underpinned by an expert advisory board, some of the key themes we’ll be exploring include how we can better champion the voice of customer in decision making and strategy, becoming a change-maker in the business as an insights lead, and what lessons we’ve learnt during the pandemic as we’ve grappled to stay connected to our customers in a rapidly evolving world.


Customer 360 Symposium 2022

Crowne Plaza, Hunter Valley


Tue 29- Wed 30 March 2022


Chief Customer Officers
GM Customer Experience
Heads of CX
GM Digital Experience
Heads of Experience Design
Heads of UX
Heads of NPS
Directors of Customer Insight
Heads of Customer Intelligence
Heads of Research
Heads of Insights & Analytics
GM CX and Insights
Directors of Voice of Customer


Apply for your place.

Victor Dominello

Hon. Victor Dominello MP

Minister for Customer Service and Digital Government
NSW Government

Victor Dominello is a senior Minister in the New South Wales Government and has held various portfolios over the last decade including Aboriginal Affairs, Innovation and Finance.

In 2019 he was appointed the inaugural Minister for Customer Service and in 2021 was also appointed the inaugural Minister for Digital Government.

Victor firmly believes the use of real-time data and technology are the most powerful ways to improve quality of life and reduce suffering.

Victor was a member of the original Crisis Cabinet which led the NSW response to Covid-19 and now sits on the Covid-19 and Economic Recovery Committee.

His particular focus has been on delivering digital solutions such as the Service NSW QR code check-in feature and the real-time data analysis which has informed the state’s decision making. 

Victor has been the driving force behind the roll out of the Digital Driver Licence, the establishment of the $2.1b Digital Restart Fund and the rapid expansion of the Service NSW app to include QR code check-ins, the voucher programs, such as Dine and Discover, Covid-19 test alert notifications and the registration of positive rapid antigen tests.

Peter Cross

Peter Cross

Former CX Director
John Lewis (UK)

Eight years in charge of the customer experience at John Lewis and Waitrose and ten more as Mary Portas’ business partner, mean there are few who can match Peter’s unique blend of consulting and practical experience and step so confidently into the future of shopping, helping brands and organisations remain irresistible to their target consumers.

Known for his charismatic, inspiring and straight talking style, Peter draws on his experience with some of the world’s most iconic brands and shares trusted techniques of deepening relationships with both consumers and employees through brand purpose and authentic human connection.

Peppering his presentations with tangible examples from across the commercial and third sectors, Peter isn’t afraid to challenge current thinking, offering new perspectives around disruptive innovation, internal culture and remaining what Peter calls sticky.

In his time at John Lewis customers slept in shops, staff were sent to theatre school, the organisation’s customer service agenda, values and purpose were reset, a Christmas ad campaign became the global benchmark and Waitrose played a front line role in feeding the nation. During his time as a Consultant, charity shops were reinvented, a professional cosmetic line opened Institutes in multiple territories, a report for the Government predicted the future of the high street, one of the world’s biggest shopping malls opened during a global recession and some of the greatest luxury brands redefined the meaning of physical retail.

Peter ensures his audiences leave with a clear sense of what the future of commerce might have in store, actionable insights and a passion and determination to stand out and play their part.

Here’s what you can expect


Speakers have been hand selected by an experienced Advisory Board of your peers


An invitation-only event attracting most influential CX and Customer Insights Leaders


A rare opportunity to share ideas and challenges openly with peers, far away from the office


Qualifying client-side leaders may have the opportunity to attend as our guest


What better way have deep conversations in a relaxed environment


Set in the beautiful Hunter Valley, far from the distractions of the office


Gain a new perspective on how to keep winning in our changing landscape



Customer 360 Symposium 2021 Highlights




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The power of the symposium will be enhanced by the quality, energy and diversity of the people you meet, who will bring their ideas to the gathering while enriching our many conversations. Our way to ensure the quality of the experience is to handpick the most exciting and imaginative group of people and bring them together.

Benjamin Warren

AN ABSOLUTE GAME CHANGER The Customer Insights Symposium this year was an absolute game changer. Hearing from thought leaders in the industry, sharing their stories and learning what works has put me in a fantastic position to lead and influence effectively in my own organisation. In particular, hearing how the customer voice influenced rapid and far reaching change for many organisations (and the speed with which they responded), has set an incredible standard for what it means to truly be customer centric. Thanks for a great symposium!

Christopher Cramond

CALIBER OF DELEGATES IS DEFINITELY THE HIGHEST The caliber of delegates at the Customer 360 Symposium is definitely the highest of any conference that I attend. I think the seniority comes from the fact that you do get to be away from the office and it’s just an incredible opportunity.

Liz Fowler

COLLABORATION AND LEARNING WITH LIKE-MINDED, CUSTOMER-FOCUSED ATTENDEES “Fantastic conference which creates an environment of openly sharing real case studies with deliverables and results from a variety of businesses. Lovely collaboration and spirit of learning throughout all sessions with like-minded, customer-focused attendees. So many take-aways to implement in our business!”

Lyndall Spooner

NUMBER ONE EVENT The Customer 360 Symposium is the number one event for bringing together leaders in insights and CX and a fantastic forum for sharing ideas and networking. Unlike other events there is a greater sense of building a community of people who are passionate in driving better outcomes for customers and to celebrate each others successes.

Alex Huntley

PRE-EMINENT CX EVENT IN AUSTRALIA The Customer 360 Symposium is the pre-eminent CX event in Australia. It’s a brilliant opportunity to network with the best in the industry and hear insightful case studies to enrich your own CX practice.

SUPERB OPPORTUNITY TO DO BUSINESS WHILE RELAXING AND ENJOYING WINE AND GOLF “The Customer 360 Symposium is at the top of my list for must attend conferences of 2021. This is a superb opportunity to do business while relaxing and enjoying wine and golf. The speakers were a mix of industry celebrities and best in class CX professionals. Fantastic one stop shop to get exposed to the thought provoking and intriguing content and the CX best practices. Alongside the great sessions, invaluable time was spent with my fellows to network, discuss our challenges and build strong relationships. A must do event! ”

Virginia Meikle

INVALUABLE 2 DAYS I love attending the Customer 360 Symposium. It always has such a great range of speakers, really relevant and thought provoking content, and a fantastic calibre of attendees. Then there's the fabulous Hunter Valley location! An invaluable 2 days in the diary each year.

Jodie Campbell

DRAWING TOGETHER TOP CX LEADERS The Customer 360 Symposium is a welcome event drawing together the top CX Leaders in AU and beyond to reflect, collaborate and learn from shared experience. An incredibly valuable initiative which has you pausing and reflecting on the work your organisation is carrying out. I'll take a number of learnings back to my organisation that I know will gain traction and ultimately help to shape the CX Transformation that is currently underway.


We bring people and ideas together,
the connection just happens.


Tim Stuart-Harris
Tim Stuart-Harris

Commercial Director, Ashton Media

Ph: +61 402 567 117