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CX LEADERS FORUM EVENT WRAP UP: INSIGHTS FROM EVENT CHAIR ALEXANDER CHRUSZCZ

What a great day! It’s been a couple of weeks now, but I’m still working through the list of notes and ideas I scribbled down on the trip home. It wasn’t just our speakers and panellists but also the attendee list. Representation across every sector, public and private, made for fantastic conversations and connections. Well done to the Connected Media team for getting the word out and creating such a rich mix. It’s not an easy thing, and as attendees, we often take it for granted!
 
You can never tell how well the agenda is going to translate on the day, but the flow of topics worked really well and every moment of conversation was valuable. Grounded in CX strategies and practical case studies, we got into some genuinely meaningful and often profound topics. On a personal level, this has really moved my own understanding and perspective forward. I’m taking this into my work and am excited about what’s ahead.
 
It’s hard to pick highlights, but sharing the most underlined parts of my notes…
Insights

Outlook: Customer Trust in Fast-Changing Environment 

We started the day looking at the current state of play and the outlook for Customer and CX. In earlier years, this would have been dominated by talk of emerging data, technology and platforms. This year, the conversation moved forward – thinking about the implications of changing politics, tech and economics on the customer. In particular, the importance of Trust was called out and the risk that politics, tech and economics increase the chance of customers losing Trust in brands that don’t support them the right way. This has real implications for how we think about the balance between serving customers and supporting business priorities – especially as we start implementing autonomous AI and data-driven tech into CX operations at scale.

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Insights: Digital, Data, and AI unlock new capability

With this theme in mind, it was genuinely exciting to then hear great case studies from teams blending mature insight and feedback programs with new approaches and tools. In particular, our access to agile and adaptive AI capabilities is making powerful, actionable insights available at dramatically lower costs and complexity. This also means we’re closer to genuine 1:1 closed-loop feedback so we can understand and respond to individual needs and opportunities. This is a game changer for customer insights and CX – less time needed on tech and process means more focus on turning insight into action and making a difference for customers. 

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CX in Action: Organisation Culture is the cornerstone 

The technology is here, delivering more data and richer insights and making it easier than ever to automate and optimise processes and interactions. The challenge now is for us to make sure this works for the customer. Our experts talked about the fundamental importance of an organisational culture that understands CX and has a customer-first mindset. On a practical level, this means CX strategies need to have the employee at their heart, with training, time and tools to help teams deliver brilliant CX. We need to celebrate success and bring customer stories to life. On a more fundamental level, it means CX leaders have to build deep trust with executive and operational teams that CX is right for them and the organisation. The customer has to always be at the table, and this means continual effort in guiding, stimulating, influencing and challenging – a real blend of leadership skill and art.

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Personal takeouts

I’ve learned to take the opportunities when they come. I’ve got three personal takeouts:
  • Talent! The quality of conversation, the shared experiences, and the innovative thinking were on another level. On the stage, at the tables and in the breakouts, it was inspiring and energising. I felt privileged to be working in this space at this time. I need to stay connected with CX leaders and keep learning. 
  • Customer Experience is implicitly becoming the engine of brand and commercial growth. Organisations are still adapting, but as data and AI technologies become embedded in consumer and business lives, delivering on CX is becoming the strategic imperative. I’m thinking about the implications of this for organisational design and strategy. Decisions need to be made now so organisations are fit for the future. 
  • We don’t understand the dynamics of digital, data and AI tech on customer trust. Getting on top of this and having a clear strategy for the brilliant use of new tools in CX is going to be the biggest practical challenge for CX teams. This question resonates. I’ve taken action to work with my team to explore this area in depth – I’m excited about what we’re going to learn.
Studio 2, 21 Mary Street,
Surry Hills,
NSW 2010, Australia
Phone: +61 2 8004 8590
Email: team@connectmedia.com
Connect Media is committed to improving the ongoing sustainability of our events. We aim to minimise our environmental footprint and seek to ensure a continued focus on both the short- and longer-term impacts that may affect our people, clients and community. We are committed to reflecting the diversity, both visible and invisible, of our society across all our events, and always seek to do so to the best of our ability.
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Arti Oza

As Connect Media’s sole Designer, Arti is responsible for the creative visual direction and design of our entire suite of multimedia commercial and promotional material. She holds a Bachelor’s Degree of Design in Animation from the University of Technology Sydney. Arti’s artistic skill extends beyond her diverse corporate portfolio, and she has been known to draw incredibly realistic and stylised portraits of people.

Caprice Jee 

As the Event Producer, Caprice is responsible for acquiring the speakers to perform keynotes and participate in panel discussion. She liaises with C-suite and senior level executives to ensure that they are well-prepared for their speaking arrangement. She also supports sponsor needs through roundtable offerings.
 
Caprice holds a Bachelors in Psychological Science from UNSW, a background in Recruitment, and thus extensive corporate background knowledge. In her spare time, Caprice loves to cosy down with a good book and hot cup of peppermint tea. 

Mitch Cohen

As Head of Content & Strategy, Mitch is responsible for developing  the strategic-agendas for our entire portfolio of industry and bespoke events, as well as the design, execution and editorial oversight of B2B content marketing services for our clients. 

In his free time Mitch enjoys exploring Sydney’s music scene, surfing and a good cup of coffee. 

Lachlan Watts

Lachlan is responsible for driving strategy and partnerships across Connect Media’s portfolio of events and digital services. With a background in marketing, communications, and stakeholder engagement, he’s passionate about delivering value for clients and building strong, long-term relationships. Outside the office, Lachlan keeps busy as a drummer, and is heavily involved in community service & volunteering.

Lisa Eam

As Client Event Manager, Lisa is responsible for the seamless, back-end management of our event operations. She also charges the management of client, speaker and sponsor needs across both our event and bespoke roundtable offerings. Lisa holds a Bachelor’s Degree in Management in Events and Leisure from the University of Technology Sydney and has an extensive background in venue management and hospitality.

She currently holds the office title of ‘In-House Expert’ when it comes to the Sydney culinary scene, and is often the envy of all our office lunches.

Jack Martin

Jack leads sponsorship, business development, and client relationship management for our leading organisations. With a background in supply chain, he brings a strategic approach to creating meaningful impact for clients and building long-term, trusted partnerships. Outside of work, Jack is passionate about meditation, golf, and travel.

Malin Haug

As Event Manager, Malin is responsible for the seamless back-end management of our event operations. She also leads the management of client, speaker, and sponsor needs across our events and bespoke roundtable offerings. Malin holds a Bachelor’s Degree in Event Management from the University of Technology Sydney and brings extensive experience from the event space and customer service to her role.

Malin is an eager hobby sewist and creates her own clothes. Whether it’s a carefully crafted blouse or a tailored vest, chances are she’s sporting one of her designs whilst on-site

Jane Forbes

As Marketing Director, Jane plays a pivotal role in realising our long-term marketing agenda. Before assuming her current role, Jane served as Connect Media’s Data Manager for over two years. Jane holds an Advanced Diploma in Hospitality Management, and has over a decade’s dedicated senior experience in the events space. Jane enjoys escaping the hustle and bustle of the city to spend quality time at the beach with her young family.

Bridee Arrighi

As Operations Director, Bridee has operational oversight of our entire event portfolio, including stakeholder relations and end-to-end event management. Bridee graduated from Macleay College with a Bachelor of Business specialising in Event Management, and has over five years’ dedicated experience in the events space.

Bridee has a passion for the outdoors, and was quick to commandeer the best window seat in our office.

Dominic Patterson

Since founding the company in 2009, Dominic has fostered a culture of innovation and creativity, producing world-class conferences and pioneering advancements within the industry.

A media entrepreneur with over 20 years’ experience in B2B communications and events, Dominic has led Connect Media to be twice recognised as a BRW Fast Starter, a BRW Fast 100 Company, and a SmartCompanySmart50.

A keen sportsman and a supporter of the performing arts, Dominic maintains an active interest in public policy and has hosted a radio show with several listeners.

He has a Bachelor of Arts in Management (Economics) from the University of Westminster in London, certificates from AFTRS, NIDA and is a member of the Australian Institute of Company Directors.