August 16, 2018 (Thursday)


Hosted by:


The Future of Customer Experience is Zendesk’s 2018 event series focused on product best practices and customer experience industry hot topics. This complimentary event offers inspiring keynotes, real-life customer case studies and Zendesk product sessions, plus onsite activities, and networking opportunities. Learn about the market trends in customer experience investment and find out which tools, technologies, and techniques make a real difference.



09.00 – 09.10: Opening and welcome address
Rodney Moynihan, Director ANZ, Zendesk and Sarah Reed, Dir Content Marketing, Zendesk

09.10 – 10.30: Stop distracting your customers
Mikkel Svane, CEO & Founder, Zendesk
Adrian McDermott, President of Products, Zendesk
David Hancock, Group Head and Executive Director, Afterpay

10.30 – 10.45: Back from the brink, the Guzman y Gomez story
Steven Marks, Founder and Global CEO, Guzman y Gomez
Sarah Reed, Dir Content Marketing, Zendesk

10.45 – 11.20: Networking Break & Refreshments

11.20 – 11.50: Embrace your CX mandate: Be the engine of growth
Michael Barnes, VP Research Director, Forrester

11.50 – 12.20: What’s your C(X) factor?
Lucas Smith, Regional Customer Experience Manager APAC, Slack
Moderated by Brad Howarth, Freelance Journalist, Moderator & CX Commentator

12.20 – 12.50: Consumers of the future
Acacia Leroy, Asia Head of Trends & Insights, Trendwatching

12.50 – 13.45: Networking Break & Lunch

13.45 – 15.35: BREAKOUT SESSIONS

15.35 – 16.10: Table Talks + Refreshments


16.10 – 16.40: Welcome to the empathy economy
Tiffany Apczynski, Vice President, Public Policy and Social Impact, Zendesk, with Bec Scott, CEO & Founder, STREAT

16.40 – 17.10: The story of telling
Bernadette Jiwa, Author & Amazon Bestseller

17.10 – 17.20: Closing Remarks

17.20 – 19.30: Zendesk Happy Hour

Why attend?

Gain access to best practices in customer experience, and Zendesk’s latest product and feature releases. Attend The Future of Customer Experience for practical advice on trends in our industry, plus product-focused sessions, and in-person access to Zendesk experts.

Who attended?

Common titles are CTO, CIO, Head of Customer Experience, Customer Service Director, Marketing Director, Customer Service Manager, and of course many more. You might be a Zendesk customer or an industry professional – all are welcome and will find relevant content.

Applications are now closed.

Listed below are only a few of the many guests that have registered and will be attending the event:

  • CIO at Shiavello Group
  • CDMO at IDP Education
  • CDO at Sendle
  • CMO at Carpet Court
  • CMO at National Tiles
  • CMO at William Angliss
  • CCO at Exceed Global
  • Founder at Gift 631
  • Co-Founder at inGenious Ai
  • Co-Founder at Winery Lane
  • Partner at Hall & Partners
  • Head of Receva Australia Post
  • Head of Marketing & Digital at Roger David
  • Head of Consumer Marketing at Reynolds
  • Head of APAC at GO Markets
  • Head of Bids and Service Solutions at TSA Group
  • Head of Client Services at Adslot
  • Head of Client Services at FCB Group
  • Head of Client Services at MoneyPlace
  • Head of Customer Care at Temple & Webster
  • Head of Customer Experience at Bambora
  • Head of Customer Experience at Car Next Door
  • Head of Customer Interactions at Sunsuper
  • Head of Customer Service at Make It Mine
  • Head of Customer Service at Shippit
  • Head of Customer Success at Assembly Payments
  • Head of Customers at Vinomofo
  • Head of CX at Catch Group
  • Head of CX at RateMyAgent
  • Head of CX at Yarris
  • Head of Digital at Reece Group
  • Head of Digital & Customer Engagement at Taking Shape
  • Head of IT at Readify
  • Head of IT at Undo Citywide Service Solutions Pty Ltd
  • Head of Lottery Operations at Jumbo Interactive
  • Head of Marketing at Make It Mine
  • Head of Memeber Experience at Car Next Door
  • Head of Online at Selby Acoustics
  • Head of Operations at EATmusic
  • Head of Operations at Geeks2U
  • Head of Operations Management & Support at Latitude Financial Services
  • Head of Partner Experience at Rhipe Australia
  • Head of Sales at Resonate Solutions
  • Head of Support at Edalex
  • Head of Support & Communications at ROLLER
  • Head of Tech innovation at Oxfam


Arts Centre Melbourne
100 St Kilda Rd, Melbourne VIC 3004, Australia

The Speakers

Mikkel Svane
Founder and CEO

Michael Barnes
VP Research Director

Steven Marks
Founder and Global CEO
Guzman y Gomez

Bernadette Jiwa
Author and Brand
Story Specialist
The Story of Telling

Melissa Dorey
Technology and Innovation,
Human Resources

Adrian McDermott
President of Products

Shaun Wilton
Group Manager,
Customer Service

Thomas Heib
Customer Experience and
Solutions Manager

Acacia Leroy
Asia Heads of Trends
and Insights

David Hancock
Group Head & Executive Director

Bec Scott
CEO and Founder

Tiffany Apczynski
VP of Public Policy and Social Impact/Executive Director
Zendesk/Zendesk Neighbourhood Foundation

Aaron Cottrell
Group Product Manager, Connect

James Chin-Moody
Founder & CEO

Lucas Smith
Regional Customer Experience Manager APAC

Myles Lawlor
Head of Technology

Robert Glennon
Group Director Customer Experience

Amy Foo
Vice President, Finance and Operations APAC

Lauren Hyman
Head of Operations & HR
TEG (Ticketek)

Chris Hall
Managing Partner
BAC Partners

Jess CirciThe Future of CX – Melbourne