Customer experience event
CX Showcase 2027
Join Customer Science in Sydney for a practical conversation about the service decisions that improve customer outcomes and organisational performance.
Save the date
A day for people who improve services
Bring the questions you are working through and leave with practical ideas you can take back to your organisation.
- When
- Tuesday 4 May 2027
- Where
- Ivy Ballroom, George Street, Sydney
- Registration
- Register your interest now and we will contact you with event information when it is available.
What to expect
Practical lessons from the people doing the work
CX Showcase brings together customer experience and service leaders to explain the changes they made and the results they saw.
The 2026 programme explored how Metro Trains Sydney built a more authentic service culture, how AMP moved artificial intelligence into everyday operating work, and how Expression Australia designed services around people who are often excluded. Speakers from Teachers Health, Central Coast Council and Canstar also shared lessons on incremental improvement, resistance to change, employee ideas and the role of trust in high-performing teams.
In 2027, we will continue the conversation about the choices that shape customer experience. Expect practical ideas for turning insight into action while operations continue, with technology supporting better ways of working.
The conversation
Questions worth bringing to the room
Where is service friction costing customers and staff time?
Explore how leaders find the moments that create avoidable demand, weak handovers or unnecessary effort.
How can technology support better service?
Learn from the 2026 discussion about artificial intelligence, workflow integration, governance and practical adoption.
What helps people change how work gets done?
Hear how authenticity, listening, coaching and visible leadership can turn operational pressure into progress.
How do small improvements build momentum?
Take away ideas for testing changes, measuring what matters and building the next improvement on evidence.
From CX Showcase 2026
Selected contributors from last year
Metro Trains Sydney
Katarina Oliveri shared how authenticity and trust supported stronger frontline service.
AMP
Gary Anderson explained how an operating model helped move artificial intelligence beyond isolated pilots.
Expression Australia
Debbie Celenza showed how accessibility-led design can improve services for everyone.
Teachers Health
Reshma Joseph shared the small improvements that lifted service performance.
Central Coast Council
Teresa Sialepis described how listening to resistance helped build ownership of change.
Canstar, nib and Smokeball
Leaders shared how human connection, coaching and continuous optimisation support performance.
2026 programme
The 2026 programme brought the service community together
The 2026 CX Showcase was hosted by Customer Science with support from Auscontact and contributions from Cisco Webex, Vonage, NICE and Verint. Their sessions explored the role of technology, ecosystems and responsible adoption in improving customer and employee experiences.
The 2027 programme will build on these practical conversations about customer and employee experience.
Look back
Past CX Showcase events
Explore the highlights from earlier CX Showcase events and the lessons shared by customer experience leaders:
Register your interest
Leave your details and we will let you know when registration opens, including the final event information and booking link.