With over 21 million customers operating in 180 destinations globally, TUI are one of the largest travel companies in the world. But when operating at such scale and with a limited span of control as a CX team, how do they ensure that each and every person in the organisation contributes to their customer-centricity programme, Makers of Happy?

In this Keynote, we’ll hear from TUI’s Director of Customer Experience and Insights, Fabian Kortekaas as he shares their efforts to combine strategy, design, insights and culture in order to empower their business-wide customer-centricity efforts. He’ll touch on the strategic pillars of their efforts, including solving problems as soon as they arise and creating moments that matter for their customers; the guiding principles in their culture programme to define and deliver value for the customer; and how the team communicates and demonstrates the financial impacts of their customer experience efforts.

The CX industry has long-established methodologies, measurements, and tools to deliver a best-in-class customer experience program. As professionals, we strive to implement these to the best of our ability in our respective organisations.

But, does this mean we’re ultimately all just striving to achieve the same thing? Where’s the differentiation, and what’s next? Are we stuck in a ‘sea of sameness experience loop’?
In this session, we will explore the effectiveness of current CX programs, introduce the next frontier of experience, and level-set on the much-hyped topics: AI and Personalisation.

7-Eleven is one of the few businesses in Australia having undergone a full agile transformation. This session introduces attendees to the world of agile ways of working through the lens of Vlad Radosavac, Head of Customer & Category Insights at 7-Eleven. Vlad will delve into the successes, learnings and opportunities of running a customer insights team within an agile organisation.

Attendees will gain insight into the unique dynamics of cross-functional team collaboration and how the 7-Eleven insights team synergises with organisational tribes and squads to maintain a unified vision. Key takeaways include strategies for integrating speed and agility into insight functions, balancing immediate adaptability with long-term strategic planning, and fostering personal and professional development of teams, even for those organisations operating outside of the agile framework.

Join us in this enlightening journey at 7-Eleven, where agile isn’t just a methodology but a catalyst for insightful business transformation and commercial impact. This session is an invaluable resource for anyone looking to infuse more agility and effectiveness into their business and insights strategies.

Join Emma Wu, Head of Customer Insights & Engagement at PEXA, to explore how AI has significantly enhanced PEXA’s customer insights and elevated the strategic role of its insights team. Learn how AI has streamlined processes, enabling teams to focus on high-value work and influencing better outcomes across the business.

Emma will discuss the key strategies for successful AI integration—laying robust foundations, achieving organisational alignment, and elevating the insights function from a support role to a strategic powerhouse.

Most importantly, you’ll discover how this transformation has increased the insights team’s influence within PEXA, making them a crucial part of strategic decision-making and improving business outcomes through faster, more informed decisions.

As the impact and influence of customer insights teams continues to grow within organisations, coupled with the ever-changing nature of consumer sentiment and the economic landscape, there has never been a greater appetite for insights. We’re having to reprioritise projects, keep our finger on the pulse with how our customers are thinking and feeling, and assess our investment decisions with more scrutiny. But with tighter budgets and more limited resource, we need to think creatively about how we can meet that demand for insights.

This panel discussion will bring together some of the region’s best customer insights leaders to share and discuss some of the ways that we can continue to deliver best-in-class customer insights under the budget and resource pressures we’re currently facing. They’ll discuss team structure and how we ensure our teams are running as effectively and efficiently as possible; creative ways to deliver strategic customer insights on a shoestring budget; and managing stakeholders and their expectations as demand for customer insights continues to increase.

In 2019—after running a mystery shopping-based program across its various stores for several years—ASICS recognised the need for a more organic and actionable approach to customer experience. But launching a CX program that purposely drives positive change is no easy task, especially when your internal audiences span digital teams, store managers, franchise partners, senior executives and more. In this session, ASICS’ Tabia Chui will talk us through the ASICS Customer Experience program’s launch—illustrating how to identify and win the hearts of internal champions, leverage the support from the wider business to boost internal engagement and scale the impact of your experience improvement initiatives across audiences and geographies. She’ll touch on the impact that this programme has had on the organisation and the customer experience thus far, and the changes they’ve made as an organisation as a result.

Join this workshop for the double whammy experience. Your workshop leader is both a published author on the topic of AI in CX and holds a Masters Degree in Wine! Experience both AI and Wine together.

AI, like wine, is experiential and this session will deliver both the theory and practice of using AI and of wine tasting. This workshop is for beginner to novice users of AI, as well as beginner to novice wine snobs.

In the workshop you will discover:
• The basics of Artificial Intelligence both traditional and generative
• The basics of wine tasting
• Use cases for AI that you can immediately take back to your workplace and experiment with
• Practical use of generative AI – you will build you own bot and manage it’s persona
• Practically drink and evaluate wines!

This session will be insightful, pragmatic and FUN.

Your workshop leader is Simon Kriss. Simon is Australia’s leading voice on the use of AI in CX and author of “The AI Empowered Customer Experience” (which each participant will receive a free copy of). His hobby is wine judging and he holds a Masters Degree in Viticulture and Wine Tech from Melbourne University.

Foxtel Group is one of Australia’s leading media companies providing over 4 million subscribers with premium local and global entertainment and more than 50 of Australia’s most popular sports. The Group has transformed from its Pay TV beginnings to become a technology led streaming company with five retail brands and with this growth needs a holistic view of the customer experience across all products.

In this session, Foxtel’s Director, Group Research, Simon Stevens, will run us through the organisation’s insight transformation consolidating customer signals from multiple brands and channels to deliver rich insights. Simon will showcase how Foxtel moved to a journey-based CX insight program and how this has been combined with customer and consumer insights more broadly, all of which enabling the business to make more informed decisions, drive appropriate actions and ultimately customer growth and retention across the group.

Since 2019, Zurich Insurance have been on a mission to activate and transform the organisation around their customer-centric strategy and brand purpose. Since then, Zurich have developed strategies and frameworks and implemented ways to better understand customers, have instilled accountability and a single source of truth for customer KPIs, and have established methodologies of measuring against their customer experience strategy. They have thus managed to activate the whole organization to build meaningful relationships with customers and increase loyalty as well attract new customers.

In this exclusive international keynote, Clairy Moraitou, Group Head of Customer, Market and Brand Insights, Zurich Insurance will join us to share Zurich’s CX transformation journey and the impact it’s had on all customer KPIs as well as business performance. She’ll also share how one of the large programs in their global transformation journey – customer understanding based on segmentation and analytics –allows them to create much more personalised propositions and to activate the sales and distribution teams to increase loyalty.

The online and digital experiences we offer our customers are an integral part of their experience with us as an organisation, but in an over-crowded digital landscape, it’s more important than ever that we break through the noise to make that experience remarkable and more accessible. But as the digital landscape expands, so too do our vulnerabilities, so it’s pivotal that those digital experiences are also safe and secure.

In this session, we’ll hear from Paul Thompson at Acquia, as he shares the four key areas we need to focus on to create faster, better experiences that are more responsible, secure and accessible – Thinking about Gen AI as the new UI; content and data; accessibility guidelines and practices; and cyber-security considerations. He’ll explore the idea of an Open DXP, and how that approach can help to address those four key areas and create optimal experiences for our customers.

Businesses are operating in a fast moving climate, with evolving customer expectations and a rapidly changing tech landscape affording us new opportunities to drive efficiencies and better understand and connect with our customers. But we need to ensure we have the right teams and the relevant skillsets in the organisation to be able to keep up, and with many businesses experiences recruitment freezes, that’s sometimes easier said than done.

In this Think Tank, we’ll discuss what skills we need as customer insights leaders, and how we can better retain and upskill the talent in our organisations to ensure we’re setting our insights teams up for success on the road ahead. We’ll explore what skillsets we should be prioritising in our teams, such as storytelling, commercial acumen, data analysis and utilising AI, how we can cultivate that talent moving forward, and when we should be looking to hire generalists versus specialists.

Insights teams play a pivotal role in proactively recommending change and driving both business and customer strategy, but as commercial pressures increase and every dollar spent faces increased scrutiny, how can we better leverage the insights we have to ensure we’re investing both time and money into the projects and initiatives that will make the biggest impact? And how can we better identify the friction points in the customer journey and the impact they have on margin and the value of the customer.

In this session, we’ll hear from Candice Liew, Head of Customer Strategy and Experience at Flybuys, who will share how they are driving growth and change across the organisation by leveraging customer insights across listening channels including social media and from service channels to redesign their experiences and minimise efficiencies to unlock more and more value. She’ll share how they’re looking beyond the insights function to change the whole strategic vision across the organisation.

Over the past few years, legalsuper has been on an enormous transformation to create a customer-centric organisation, with every decision across every level of the business informed by customer data and insights. And this incredible transformation is one that’s been fuelled by AI and a mindset of continuous improvement.

For our final keynote, we’ll be joined by Dr Eslam Afifi who leads the Data, Insights and CX team at legalsuper, as he shares the integral role that AI has had in their CX transformation to date, and the measurable impact this has had on the organisation. He’ll shed light on how they’ve implemented AI tools to understand and enhance the customer journey through the use of chatbots and ChatGPT; their innovative use of cognitive search, powered by AI, to drive greater efficiency and effectiveness internally, transforming how the organisation distils and democratises insights business-wide; and their plans to continue to evolve their AI strategy in the years to come.