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.

With over 2.5 million pieces of feedback coming in every month across 63 markets and 50 languages, IKEA’s CX market research studies is one of the biggest worldwide. But just listening to that feedback alone isn’t enough; their goal is to truly understand why their customers are satisfied or not, and act on what their customers tell them.

In this keynote, you’ll hear from Tim Stierman, Digital Product Leader for the Global CX Platform at IKEA, on their journey to bring the customers’ voice into every decision as a business, and what that looks like into the future as they connect behavioural, operational and business performance data.

From moving beyond customer satisfaction scores to empowering 220,000 of their employees with access to investigate, analyse and act upon customer data, this is IKEA’s journey to assembling a stronger, smarter, and more responsive CX strategy, no allen key required.

Bupa is on a mission to become the world’s most customer-centric healthcare company, but with a vast portfolio of services helping to drive that mission, creating consistency and a connectedness across those channels and business-units is no easy task.

In this Keynote, we’ll hear from Lachlan Davidson, General Manager, Customer Strategy & Performance at Bupa Health Insurance as he shares how he is shifting the thinking of the organisation away from a business-centric view of experience, to thinking about enterprise-wide customer journeys. He’ll touch on how they approach the economics of their NPS and the work they’re doing to map the differences in experiences to the financial outcomes of the business and the health outcomes of the customer.

Join Lachlan for this inspiring Keynote as he shares his vision for connected experiences driving the future of healthcare; how they build customer trust when expanding the reach of their business; and the commercial value of customer advocacy.

Dashboards, self-serve platforms, and AI overlays promised to democratise data and deliver performance improvements. Despite billions invested in data and AI, most organisations still only scratch the surface of customer understanding. In this provocative talk, Lyndall Spooner explores why customer experience growth has stalled and what needs to change.

She will introduce the Nexus Market Intelligence Solution, a curated ecosystem that unites siloed insights into a living knowledge base.

Attendees will learn how to move beyond being “customer-centric” to becoming customer-intelligent—driving smarter innovation, more sophisticated research, and building stronger, more enduring customer relationships.

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?

GenAI and LLMs have changed the way we connect, and how businesses can solve enquiries, grow revenue and create memorable experiences at-scale and in production. But many organisations aren’t yet using them to their full potential.

In this session, you’ll hear from Ben and Ben from NiCE who will share how to build a next generation AI agent that will transform the way customers connect, buy and solve problems with your businesses using Agentic AI from intent to fulfilment.

They will take the audience through, step-by-step, how to build your AI Agent – including persona, job description, tools for the job, and how to prompt your Agent to delight your customers and resolve queries in a way that feels human.

Attendees to this session will actually be able to interact with the Cognigy AI Agent, and test it for themselves! Don’t miss this session for a real and live demonstration of the power of an AI agent with NiCE Cognigy, a leader in Conversational AI Agents, with customers such as Qantas, Mercedes Benz, Lufthansa, Allianz, Adidas, e-on, DHL, Toyota, T-Mobile, Hilton and more.

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.

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.

As a CX professional, your expertise is unquestioned. But true enterprise leadership requires a shift: from focusing on your function to thinking and acting as a strategic leader for the whole organisation.​

In this interactive 90-minute workshop, you’ll explore how to make that mindset shift—springboarding from technical expertise into a more strategic space where your influence extends across the enterprise. Guided by one of the Rachel McIver Group’s proprietary change models, you’ll gain fresh perspective on what it means to operate with enterprise impact, and why this transition is essential to your leadership journey.​

This session is designed to challenge your thinking, expand your perspective, and help you reimagine your role as an enterprise leader.

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.

Generative AI has been changing how businesses support their customers and employees. We’ll share real examples from local companies like Freedom and Xero, showing how they’re using GenAI to improve experiences, and what results they’ve seen since implementing AI at key moments in the customer and employee journey.

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?

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.

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.

We’ll also dive into the challenge of overlaying CX and digital across the end-to-end operational workflow, and how to build the culture, tools and accountability that enable teams to bring it all together.