Dr Violet Lazarevic-Sittrop is the Head of Customer Experience for the Commercial Bank at ANZ. She was previously Group Head of CX, Customer and Market Insights at Telstra and Head of Customer, Category, Insights and Data Analytics at Endeavour Drinks Group as well as numerous other senior roles in retail, research and tourism.

Violet is incredibly passionate about customers, customer strategy and optimising customer experience as a means to retain and acquire customers. She is an expert in customer research and insights, data analytics and building customer empathy. Her research began during her PhD in consumer behaviour and marketing at Monash. She has presented thought leadership internationally and in Australia and is a passionate member of the CX industry.

NAB has set its sights on becoming the most customer-obsessed company in Australia and New Zealand; a bold ambition that requires more than words on a page. It means rewiring how the business listens, learns, and acts on customer feedback at speed, while keeping the organisation accountable to what really drives advocacy and value for customers.

NAB has set its sights on becoming the most customer-obsessed company in Australia and New Zealand; a bold ambition that requires more than words on a page. It means rewiring how the business listens, learns, and acts on customer feedback at speed, while keeping the organisation accountable to what really drives advocacy and value for customers.

As customer experience becomes everyone’s job, clarity around roles and responsibilities has never been more critical.

This Think Tank session explores the evolving identity of the CX function: from strategist to ops to analyst — and everything in between. We’ll tackle big questions: Where should CX sit? How should it intersect with product, UX, and insights teams? And how do you build, scale and empower CX roles in a landscape where everyone’s involved — but not everyone is aligned?

With so much data at our fingertips, the developments in AI have had a profound impact on our ability to analyse both our structured and unstructured data to get a better understanding of our customers’ behaviour and sentiment. But while many of us are already experimenting with applications such as text analytics and sentiment analysis, what is the next frontier of AI and how we can be using it to supercharge our use of customer insights and research?

In this session, we’ll hear from one research leader about the work they’re doing to experiment with newer applications of AI. We’ll explore the potential that synthetic data poses in our ability to better predict customers’ sentiment and help us prioritise new innovations in our customer journey, and how we can be using AI to transform our approach to survey design for richer insights. We’ll also examine the ethical considerations needed when leveraging AI to power our customer insights strategies.

Organisations are drowning in data, yet still lack the intelligence needed to build trust, loyalty, and long-term customer value. Data tells you what is happening — not why or what to do next. In this session, Dannielle Pearson, Head of Customer Strategy & Insights at Concentrix Catalyst, reveals how advanced analytics, AI, and behavioural segmentation are transforming fragmented data into precise, actionable intelligence. Learn how leading organisations predict behaviour, identify churn risk, and deploy intelligence across functions to deliver sharper, more impactful CX strategies that win customer trust, loyalty and drive greater customer lifetime value. Discover why the future of CX leadership depends not on more data, but on smarter insights.

We know how important the employee experience is in creating exceptional experiences for our customers; when employees feel seen and heard, they’re likely to be more engaged and go above and beyond in order to create the best outcomes for both the customer and the organisation.

So, good leadership and creating the desired results isn’t just about getting things done; it’s about how you make people feel when they work with you.

In this 90 minute workshop, you’ll explore the emotions you create in others and how to be more intention about the emotional experience you create for your team. It’s a practice way to become more aware of your leadership style and build better relationships with the people you lead.

This workshop is great for leaders who want to improve how they come across to others in a straightforward and useful way.

Dr Violet Lazarevic-Sittrop is the Head of Customer Experience for the Commercial Bank at ANZ. She was previously Group Head of CX, Customer and Market Insights at Telstra and Head of Customer, Category, Insights and Data Analytics at Endeavour Drinks Group as well as numerous other senior roles in retail, research and tourism.

Violet is incredibly passionate about customers, customer strategy and optimising customer experience as a means to retain and acquire customers. She is an expert in customer research and insights, data analytics and building customer empathy. Her research began during her PhD in consumer behaviour and marketing at Monash. She has presented thought leadership internationally and in Australia and is a passionate member of the CX industry.

NAB has set its sights on becoming the most customer-obsessed company in Australia and New Zealand; a bold ambition that requires more than words on a page. It means rewiring how the business listens, learns, and acts on customer feedback at speed, while keeping the organisation accountable to what really drives advocacy and value for customers.

NAB has set its sights on becoming the most customer-obsessed company in Australia and New Zealand; a bold ambition that requires more than words on a page. It means rewiring how the business listens, learns, and acts on customer feedback at speed, while keeping the organisation accountable to what really drives advocacy and value for customers.

The last piece of the personalisation puzzle; the opportunities transformative and the challenges complex.

Join to discuss:

What strategies are working to solve email deliverability challenges in a complex consent and privacy landscapes?
How should we approach agentic AI for marketing applications beyond customer service?
What shifts are needed in web design and development to optimise for both AI uptake and evolving customer behaviour patterns?
How can marketing and CX collaborate to create unified journeys that delight customers?
What’s the right balance between automation and human interaction in loyalty programmes that bridge online and offline experiences?

In a world where technology evolves at lightning speed, the real game-changer in customer experience is often culture; you can have all the tech in the world, but without the buy-in from the people, a CX-focus is a non-starter.

At Origin Energy, the journey began with a major transformation — and now, the focus is on the “fun bit”: building loyalty, delivering rewards, and creating moments of genuine surprise and delight for their 4.7 million customers.

From shifting mindsets in a traditionally low-engagement category to launching a fresh brand campaign that redefines what it means to be a useful utility, this session explores how aligning people, processes, and purpose drives real CX impact. Discover how Origin is empowering its energy specialists with the right tools, fostering cross-functional collaboration, and putting customer needs at the heart of every interaction.

Being able to leverage the data that have on our customers is fundamental in creating experiences that are connected, meaningful and relevant. But being able to leverage that data effectively and in a way that influences both business and CX strategy, means equipping the organisation with the tools and mindset to be both data-led and commercially driven in how our people tackle problems, innovate, and make decisions in their day to day.

In this Keynote, we’ll explore what it takes to create a data-driven organisation where its people live and breathe that data-led mindset, the importance of honing our commercial acumen as a skill, and the impact that that can have on the experiences we create for our customers and outcomes for the organisation.