senior CX and Customer Insights leaders

The region's leading CX and Customer Insights conference

Dr Nicola J. Millard
Principal Innovation Partner , BT



Understand, Reach, and Delight your Customers.

There is no doubt that customer experience as a discipline is increasingly seen as a core business function, and one that is necessary to compete and thrive in a saturated market. But how we understand and connect with our customers in a way that meets their needs,niol while delivering a commercial outcome for the business is rapidly changing. Shaped by the uncertainty and disruption of today, and evolving in line with ever-changing needs and expectations of our customers, businesses need to seek continuous improvement to consistently deliver meaningful and relevant customer experiences.

Customer Connect 2022 will bring together the region’s CX and customer insights leaders to examine this new era of how we must understand and connect with our customers to deliver an experience that sets us apart from the competition. Featuring inspiring international keynotes and the best local case studies and across both a CX and a Customer Insights track, the programme will explore key themes such as:

– What has the acceleration of digital meant for how we engage with our customers?
– How can we connect with customers in a more meaningful way through empathy and compassion?
– How can we assess the impact and ROI of CX transformation?
– The alignment of business units and restructuring to become truly customer-centric
– How we can better create a holistic view of our customers in our quest to better understand their needs and motivations?
– What does the customer-centric CX growth and innovation agenda look like in a post-COVID world?
– How can we better leverage customer insights to instigate, customer-focused real change?

Join us in October for Customer Connect, the region’s leading customer experience and customer insights conference, where both the content and experience are unparalleled.


Customer Connect 2022

Royal Randwick, Australian Turf Club
Alison Rd, Randwick, NSW, 2031


Thursday, 27 October 2022


Chief Customer Officers
Heads of Customer Insights and Research
Heads and Directors of Customer Experience
Heads of Marketing
Heads of Customer Behaviours
Heads of Digital


Ticket sales TBA


Become a partner

Nicola Millard

International Keynote:
Dr Nicola J. Millard

Principal Innovation Partner, BT

Once described as “human caffeine” on Twitter, Dr Nicola Millard injects a positive, people-centred expresso shot to innovation and future strategy. Half social scientist, half technologist, all academic, she uses techniques from disciplines such as design thinking, psychology, anthropology, computing, and business consulting to generate data, provocations and stories which can engage and create conversations from the board room, to the front line. No frothy coffee; just solid research.

In her long and varied career at BT – mostly based at Adastral Park in the East of England – Nicola has done many jobs, including futurology, research, usability, customer service, marketing, and business consulting. She was involved with some BT firsts, including the first application of artificial intelligence into BT’s call centres, BT’s initial experiments with home working, and helping to develop BT’s “net easy” score, a new way of measuring customer experience. She currently looks at innovation in both employee and customer experience.

Nicola got her PhD in Human-Computer Interaction from Lancaster University in 2005 and has authored over 50 publications – including 1 book and numerous book chapters.

Nicola is an award-winning presenter, with 2 TED talks and hundreds of conference panel, chair and keynote sessions under her belt. She occasionally pops up on radio and TV around the world, including appearances on ‘Woman’s Hour’, ‘Tech Tent’, ‘The Media Show’, ‘The Genius of Invention’ and ‘Back in Time for the Weekend’ for the BBC.

In both 2019 and 2020 she was listed as one of the top 20 UK CX Influencers by Customer Experience Magazine.

Here’s what you can expect


International and local speakers have been hand selected by an experienced Advisory Board of your peers


THE CX and Customer Insights conference attracting the most influential minds


Find out the latest in CX and customer insights, get an idea of what the future holds


Create the spark that only comes from great content meeting amazing networking

Steve Grossrieder

CALIBER OF THE SPEAKERS Great conference and the caliber of the speakers was excellent.

Katrina Harrison

REAL CASE STUDIES A fantastic day hearing insights and real case studies from a diverse range of experienced practitioners and leaders in CX. A great opportunity to meet people or reconnect who are just as passionate about CX as you are, and always take away plenty of great ideas and stories.

Chris Nilsson

HIGHLY RECOMMEND Ashton Media organized an amazing event at a stunning location. Great speakers, engaging moderators and excellent facilities. Highly recommend!



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The power of the conference 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.

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