August 16, 2018 (Thursday)


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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.

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