CX Symposium


Enterprise CX Leaders

"A brilliant opportunity to network with the best in the industry and hear insightful case studies to enrich your own CX practice."

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


delegates would recommend the Symposium

The CX Symposium

The art of CX is a rapidly evolving discipline. As an industry, we’re used to change as we transform our businesses to meet the needs of the modern customer. But change has never been more pertinent than in the last 12 months; everything has shifted, from the way we operate and function as a business, to the way that we connect with our customers. It’s our job as CX leaders to continue to evolve in line with that shift, ensuring the customer is front and centre.

In a year of radical change, there is no better time to come together as an industry to learn from the shared experiences and challenges of fellow CX leaders. Through a series of virtual international keynotes and inspiring local case studies, this year’s event will explore what customer-centricity looks like is this post-Covid world.

The programme will explore critical themes and challenges, such as:

– In an increasingly digital world, how can we better use technology to deliver exceptional experiences?

– With the way we work changing overnight in 2021, how can we continue to engage employees and prioritise the employee experience in our quest for customer-centricity?

– What do our customers truly want from us our customer-centric businesses?

– The human element of CX – what role do trust, purpose and empathy play?


CX Symposium 2022

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


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 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




rightsmartestBest Looking


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.

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!”

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! ”

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.

Jason Bradshaw

CONNECTING LEADERS The Customer 360 Symposium is Australia's leading customer experience & customer insights event. For over 8 years it has been educating, inspiring and connecting leaders and to help them move forward.


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