About this event

The Future of Customer Experience is Zendesk’s 2018 event series focused on product best practices and customer experience industry hot topics. This complementary 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.

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 should attend?

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.


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Mikkel Svane

Founder & CEO


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Michael Barnes

VP Research Director


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Steven Marks

Founder & Global CEO

Guzman y Gomez

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Bernadette Jiwa

Author and Brand Story Strategist

The Story of Telling

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Melissa Dorey

Technology & Innovation, Human Resources


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Adrian McDermott

President of Products


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Shaun Wilton

Group Manager Customer Service


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Thomas Heib

Customer Experience and Solutions Manager


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Acacia Leroy

Asia Head of Trends & Insights


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David Hancock

Group Head & Executive Director


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Bec Scott

CEO and Founder


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Tiffany Apczynski

VP of Public Policy and Social Impact/Executive Director

Zendesk/Zendesk Neighbourhood Foundation

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Aaron Cottrell

Group Product Manager, Connect


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James Chin-Moody

Founder & CEO


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Lucas Smith

Regional Customer Experience Manager APAC


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Myles Lawlor

Head of Technology


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Robert Glennon

Group Director Customer Experience


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Amy Foo

Vice President, Finance and Operations APAC


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Lauren Hyman

Head of Operations & HR

TEG (Ticketek)

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Chris Hall

Managing Partner

BAC Partners

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Malcolm Koh

Customer Experience Strategist, APAC


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Betsy Westcott

Head of Retail Banking



08.00 - 09.00
09.00 - 09.10
Opening & welcome address
Rodney Moynihan, Director ANZ, Zendesk and Sarah Reed, Senior Director Content and Event 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 & Executive Director, Afterpay

You are constantly distracted, and your customers are no different. Phones are beeping, emails are arriving, and friends are texting. In their struggle to stay focused, customers want an experience that is so easy it removes distraction from their lives. No matter the industry, the product, or the service, customers want you to simply deliver.
10.30 - 10.50

Back from the brink, the Guzman y Gomez story
Steven Marks, Founder and Global CEO, Guzman y Gomez
Sarah Reed, Senior Director Content and Event Marketing, Zendesk

How Steven Marks transformed Guzman y Gomez from a loss-making fast food chain to a $150 million empire
10.50 - 11.20
Networking Break & Refreshments
11.20 - 11.50

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

In the Age of the Customer, companies are awakening to the need to be customer-centric. This is fueling transformation campaigns, technology innovations, culture development, and countless CX and EX improvement initiatives. However, the ultimate goal is the same – create tangible benefits and improve business performance. Join this session to learn how CX leaders are stepping up to become a primary driver of growth for their brands and companies.
11.50 - 12.20

What’s your C(X) factor?
Lucas Smith, Regional Customer Experience Manager APAC, Slack
Betsy Westcott, Head of Retail Banking, Xinja
Robert Glennon, Group Director Customer Experience, MyRepublic
Moderated by Brad Howarth, Freelance Journalist, Moderator & CX Commentator

What is that special something that enables some organisations to continually deliver great customer experiences? In this session hear from both enterprises & start-ups on what they can learn from each other when it comes to delivering revolutionary CX.
12.20 - 12.50

Consumers of the future
Acacia Leroy, Asia Head of Trends & Insights, Trendwatching

Our customers are changing, their expectations are changing, and therefore, so must our customer experience. In order to give customers the experiences they need, we have to understand the future of consumerism.
12.50 - 13.45
Networking Break & Lunch
hosted by Brett Adam, MD Australia, Zendesk
hosted by Malcolm Koh, Customer Experience Strategist, Zendesk
13.45 - 14.15
Using self-service and AI to scale in a direct-to-consumer world
Thomas Heib, Customer Experience & Solutions Manager, Bingle
Shaun Wilton, Group Manager Customer Service, Carsales.com.au
Hosted by Brett Adam, MD Australia, Zendesk

Self-service, AI and proactive engagement are helping companies scale consistent, beautiful customer experiences.
Omnichannel customer experience: From strategy to delivery
Robert Glennon, Group Director Customer Experience, MyRepublic
Hosted by Malcolm Koh, Customer Experience Strategist, Zendesk

Your customers are defining the terms of engagement and you must respond. Join us in this discussion on how to create a seamless customer experience. Whether you’re just getting started or already on the omnichannel path, this session will help you build an agile, long-term engagement strategy.
14.15 - 14.25
14.25 - 14.55
Embracing a growth mindset: Are you ready for the changing role of support?
Aaron Cottrell, Group Product Manager - Connect, Zendesk

The best customer support teams no longer just react - they anticipate customer needs. Learn how growth and support teams orchestrate the customer journey, create proactive experiences, and enable companies to serve new markets and customers.
Game changing customer experience starts with superior employee experience
Melissa Dorey, Technology & Innovation, Human Resources, Telstra
Hosted by Amy Foo, Vice President, Finance and Operations APAC, Zendesk

Human interaction matters more than ever before. And your customers want more of it. Therefore, it’s crucial for today’s technology to support human interaction, be unobtrusive and work seamlessly. Furthermore, there’s a mismatch between customer expectations and how employees deliver. How are you empowering your employees to execute your company’s customer experience vision?
14.55 - 15.05
15.05 - 15.35
Smart CX design to improve technology outcomes
Chris Hall, Managing Partner, BAC Partners
Hosted by Malcolm Koh, CX Strategist, Zendesk

Technology is a vital component in providing great customer experiences - but it’s only part of the puzzle. Join Malcolm and Chris as they explore how human centred design and journey mapping can help organisations to take a step back and put the technology decisions you make in context of what you’re trying to achieve.
Meet the innovative brands who are changing how we live, work, and play
James Chin-Moody, Founder & CEO, Sendle
Lauren Hyman, Head of Operations & HR, TEG (Ticketek)
Myles Lawlor, Head of Technology, Youfoodz
Hosted by Rodney Moynihan, Director ANZ, Zendesk

Join Rod as he hosts a discussion with some of today’s most revolutionary organisations. Get insights and perspectives from a CEO, Operations and Technology on the importance they place on great customer experience and how it has helped them thrive against their competition.
15.35 - 16.10
Networking Break & 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

By 2030, over 400 million jobs around the world will be displaced by automation. But instead of a bleak dystopia of robots, this new Age of Automation is a unique opportunity to capitalize on the power of the human touch. So how do you successfully operationalize this across your customer-facing teams? By tying Corporate Social Responsibility - the connective tissue - to your business strategies. It will maintain your humanity, help drive both employee engagement and revenue, and is the key to succeeding in the future Empathy Economy.
16.40 - 17.10
The story of telling
Bernadette Jiwa, Author & Amazon Bestseller

Every year we’re spending more money to interrupt more people more often, with messages they don’t care about and don’t pay attention to. We’ve come to believe that the way to succeed is to have an advantage - by being different or better, more visible, or just plain louder. What if instead of finding ways to be one step ahead of your competition you could give people reasons to choose you?
17.10 - 17.20
Closing Remarks
Rodney Moynihan, Director ANZ, Zendesk and Sarah Reed, Senior Director Content and Event Marketing, Zendesk
17.20 - 19.30
Zendesk Happy Hour

Zendesk Admin Training Day

Join our team of Zendesk experts for a live, classroom-style event on Friday 17 August, following The Future of Customer Experience. This will be a full day of deep-dive product training and hands-on exercises to enhance your Zendesk Admin skills.

This session is specifically designed for existing Zendesk customers. You can check out the agenda and register here.


The Future of Customer Experience

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