CI symposium 2023


Enterprise Customer Insights Leaders

"...brought together like minded insights professionals to talk through the critical issues..."

Nick Clarke
Head of Customer Insights , Cathay Pacific Airways (HK)
Raj Sivasubramanian
Voice of Customer Program Manager , Airbnb (US)
Aarthi Murali
Chief Customer Experience Officer , M&T Bank (US)


delegates would recommend the Symposium

The Customer Insights ConferenceFor Enterprise Brands.

With the acceleration of the digital landscape comes a plethora of channels and touchpoints for customers to interact with their chosen brands on, creating an unthinkable amount of data, and this has never been more true than in the last 12 months. We now have more information than ever before on how our customers interact with us and their expectations, and as the world rapidly evolves as a result of the pandemic, we’re having to keep you finger on the pulse as attitudes, behaviours and expectations shift at a rapid rate. It’s up to the insights teams to keep tabs on customer sentiment and to triangulate these data sources, combining this with customer-led research, to create truly meaningful and actionable customer insights that help define both our CX and business strategy as we navigate the road to recovery.

The Customer Insights Symposium, now in its third year, will once again bring together 50 of the leading minds in customer insights and research from ANZ’s enterprise brands. Underpinned by an expert advisory board, this year’s event will examine such as the impact COVID has had on our ability to deliver and collaborate on customer insights; mastering the art of storytelling in democratising insights across the business; and navigating cost and time pressures in customer research.


Customer Insights Symposium 2023

Crowne Plaza, Hunter Valley


Tue 28 – Wed 29 March 2023


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.

Nick Clarke

International Keynote:
Nick Clarke

Head of Customer Insights
Cathay Pacific (HK)

A results-focused strategic thinker, passionate about understanding behaviour for customer and commercial benefit.

Started career working on a DFAT project in Shanghai at the World Expo, after studying Mandarin, Economics and doing a Masters in International Relations.

Thereafter, fell into a market research Graduate program with a focus on Jetstar and range of tourism clients, analysing quantitative and qualitative information to identify opportunities while reconciling competing considerations. Before long, switched to client side – Qantas and more recently Cathay Pacific, across customer insights, experience and strategy for Travel and Loyalty programs. This coincided with an MBA, and have since enjoyed mentoring MBA teams doing their capstone unit (6 week design-strategy sprint for a corporate client).

Collectively, this has involved a mix of Agile-HCD environments, managing teams and projects across international environments, with strong cross-cultural engagement and negotiation.

Passionate about helping people grow, innovate and improve to better understand different perspectives, cultures and ways of life. .

Victor Dominello

International Keynote:
Raj Sivasubramanian

Voice of Customer Program Manager
Airbnb (US)

Raj is a seasoned Customer Experience leader and CCXP with a diverse set of experiences as both a CX practitioner and a consultant. At Airbnb, Raj is focused on developing new approaches to capture and socialize the voice of the customer and to build processes that enable teams to act on customer feedback.  

Prior to Airbnb, Raj was at Verint where he drove go to market strategy for CX consulting offerings and helped Verint’s clients optimize the business impact of their Voice of Customer programs. Prior to Verint, Raj was at eBay leading efforts to shift the NPS program’s focus from simply trending metrics to delivering actionable insights. Prior to eBay, Raj was a consultant advising clients on various aspects of developing customer insights capabilities.

Raj is a frequent conference speaker and advisor on the topic of customer-centricity, metrics, and customer feedback. Raj holds an MBA from the Haas School of Business at the University of California, Berkeley and a BS in Electrical Engineering from the Georgia Institute of Technology.

Customer Insights Symposium 2022 Advisory Board…Driving the Customer Insights agenda…

Elyssia Clark


GM, Customer, Insights and Marketing

Sam Harris


General Manager - Insights & Customer Experience

Dr. Violet Lazarevic


Head of Enterprise-Wide Customer and Market Insights Centre of Excellence

Christopher Cramond


Chief Strategy and Corporate Affairs (acting)

Karen Sheppard

Endeavour Drinks Group

Head of Customer Insights

Steve Scholtz

NSW Department of Education

Director, Insights & VoC

Sonny Sethi


Director of Global Research

Adam Innocenzi


Customer Insights & Initiatives Manager

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 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 2022 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.

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.

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!

Karen Sheppard

THOUGHT PROVOKING CONTENT Amazing 2 days - a good mix of presentation style thought provoking content, smaller group discussion, networking and fun - and in such a beautiful and relaxing setting!

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.

Sonny Sethi

LEARN FROM THE BEST The Customer 360 Symposium event is an amazing event for Senior CX and insights leaders to learn from the best!!

Adam Innocenzi

INTERACT WITH THE LEADING MINDS The Customer 360 Symposium is the best conference for any CX and insights professionals. It combines great speakers and think tank sessions to help you learn from and interact with the leading minds in this space.

Violet Lazarevic

BROUGHT TOGETHER INSIGHTS PROFESSIONALS The Customer Insights Symposium brought together like minded insights professionals to talk through the critical issues impacting the insights industry in Australia. A thoroughly enjoyable event!


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