Start the day with a barista-made coffee and breakfast while networking with over 500 of your industry peers. 

The High-Speed Blueprint for Relentless Innovation and Performance

Daniel Ricciardo, 8X F1 Grand Prix Winner, Entrepreneur & Global Ambassador

In his keynote, "The High-Speed Blueprint for Relentless Innovation and Performance", Daniel will share the mindset required to compete at the highest level. He’ll break down how to thrive under pressure, pivot at 200mph, and build a culture of relentless improvement.

Setting CX up for success in the AI era

Adrian McDermott, Chief Technology Officer, Zendesk

Most service interactions are failure demand or low-value work. AI's job is to clear that noise so teams can focus on interactions that grow revenue, drive loyalty, and build trust. Learn what that shift looks like in practice: how service roles are evolving, what it takes to build an AI-ready knowledge foundation, and why the organisations seeing the greatest return from AI are the ones chasing growth, not just efficiency.

The Future of Enterprise AI

Satya Tammareddy, Head of Go-To-Market, Australia & New Zealand, OpenAI

Lucinda Longcroft, Interim CEO, Tech Council of Australia

Mark Lewis, Director, GTM Specialist APJ, AWS

What is the true state of AI in Australian organisations? Few people have a clearer view than the leaders currently building it out, deploying it at scale, and shaping the policies that govern it. In this session, voices from OpenAI, AWS, and the Tech Council of Australia go beyond the headlines to share what they're actually seeing: where Australian enterprises are gaining ground, where they're still stuck, and what it takes to turn AI potential into real productivity. If you want an unfiltered read on the state and future of AI in Australia, this is it.

Future of Service: An Executive's Perspective

Richard Exton, Group Executive, Chief Technology and Data Officer, Aware Super

Bryce Maybury, Chief Technology Officer, Guzman y Gomez

Kellie Hackney, VP ANZ, Zendesk

Leaders who are setting new standards in service aren't waiting. They're making bold decisions, embedding AI thoughtfully, and bringing their entire organisations with them on the journey. Get the inside view on how executives from Aware Super and Guzman y Gomez are turning their visions into reality: the foundations they've built to enable omni-channel AI, how they've built momentum alongside governance, and their perspectives on where service is heading next to deliver even more value for customers.

Refuel and reconnect: enjoy a buffet lunch while you tour the Ask the Experts Hall at your leisure, featuring live demo stands, the partner marketplace, and collaborative community spaces.

With over 10 sessions to choose from, join a lightning talk or speak to our experts on site. 

Breakout Sessions include:

Transforming the contact center: Our Vacation Centre

Ric Duchateau, Executive Manager, Projects & Compliance, Our Vacation Centre (Arrivia)

 
Running a high-volume travel contact centre across Asia, Australasia, the Middle East, and South Africa means complexity is the default. In this session, learn how the OVC team modernised their contact centre with Zendesk - rolling out regional messaging platforms market-by-market, and building the operational foundation needed to scale. Hear how they're now using AI to move agents away from low-value transactions and toward work that actually drives revenue.

High growth, high touch: Scaling exceptional customer service in B2B

Shane Dwyer, Head of Service Delivery, Netwealth

Netwealth manages over $118b for 162,000+ account holders. And in a B2B2C model, every service interaction carries weight. Scaling in that environment means being deliberate: knowing what to automate, what to protect, and how to keep the experience seamless across every touchpoint. Hear how a unified platform foundation made agentic AI possible and how Netwealth is using it to alleviate pressure on their team while raising the bar on service quality.

Care at scale: How Petbarn is building an app-led, AI-first pet care experience

Rory, Watt, General Manager, Enterprise Product & Program, Greencross Pet Wellness Company

Greencross Pet Wellness Company operates 140+ vet clinics, 260+ retail stores (Petbarn), and 24+ emergency hospitals. In this session, learn how Greencross moved early on AI, building a Pet AI chatbot that brings together advice and commerce in a single experience. Hear how they're thinking about post-purchase loyalty in an agentic world, how they're driving AI adoption across a complex, multi-channel organisation, and why the cost of waiting is higher than the cost of getting started.

How AI-powered customer service helps Solo by MYOB win loyalty and accelerate growth

Sally Davies, General Manager, SOLO by MYOB

Solo by MYOB operates like a startup within one of Australia's most established business software companies - fast moving, high growth, and fiercely focused on customer loyalty from day one. When every interaction counts, learn how they use Zendesk AI to multiply the impact of a lean team, give their community agents the context and foresight they need to solve complex issues, and retain subscribers in the moments that matter most.

The 60-second pivot: How to turn sudden, large-scale crisis into long-term trust

Denae Brookstein, Principal Solutions Consultant, Zendesk

Brendan Judde, Solutions Consultant, Zendesk

When you get 10,000 enquiries on a Saturday morning, how fast can your team respond? In this practical session, learn how Zendesk’s Copilot and AI Agents can help your team power through the volume, helping them resolve accurately and protect customer relationships when the pressure is highest.

The 6-star paradox: How to make every complex service interaction feel more human

Tanusha Moodley, Principal Solutions Consultant, Zendesk

Ganesh Rajendran, Principal Solutions Consultant, Zendesk

There’s a time for automation, and a time for elevation. In this practical session, see how Zendesk Voice AI, Agent Copilot, and multimodal capabilities come together to add to your agents’ human touch - giving them context and tools to handle high-stakes moments with greater empathy, confidence and care.

88MPH: Your 18-month roadmap from reactive service to autonomous CX

Sofie Wetterbrandt, Principal Customer Success Manager, Zendesk

Richard Winston, Senior AI Specialist, Zendesk

From drowning in "Where is my order?" tickets to predicting customer needs before they arise - this session shows what a realistic AI adoption journey looks like with Zendesk. See the platform in action across three stages of maturity, and leave with a clear sense of what's possible and how to get there.

Building the agentic contact center: The future of AI-powered customer experience
Jonathan Barouch, Vice President, GM Contact Centre, Zendesk

Legacy technology is trapping contact centres in a viscous cycle: siloed data, rising costs, and agent burnout. The time is now to break the legacy lock-in. Join this session to explore how the six components of an agentic contact centre can meet rising customer expectations head-on. We discover, how to move from reactive volume management to proactive value generation, what the transition to an agentic contact centre actually requires and how to redesign your team and technology for what comes next.

The day humans stop talking to each other

Emily Freeland, Global Director, Value Consulting, Zendesk

This session takes us into a near-future scenario that feels uncomfortably plausible, and examines what’s actually happening in customer service right now as we ride the wave of AI. Together, we'll explore how AI is reshaping the agent role, what it changes about trust and expectations, and how service leaders can get it right - building work that stays human, creates new paths as roles evolve, and becomes more meaningful as people focus on judgment, nuance, and connection.

AI at scale: from high-growth digital to financial services, the parallels shaping the future of service

Rizvi Mridha, Co-Founder & CEO, Hampr

Yuana Leonardo, Head of Broker Operations, Thinktank

Scaling service with AI looks different in every organisation—but the challenges are often the same. Join Rizvi Mridha, Co-founder & CEO at HAMPR, and Yuana Leonardo, Head of Broker Operations at Thinktank, as they share how they’re using AI and Zendesk to reduce friction, support their teams, and deliver better customer outcomes. A practical conversation on what’s working, key lessons learned, and what’s next for AI-led service.

Beyond the bot: Keeping the human in AI-powered CX

Brendan Ward, Head of Customer Operations and Experience, Petstock

As AI reshapes customer experience, where does the human touch matter most? Join a candid conversation with Brendon Ward from Petstock as we explore how leading brands are blending automation with empathy to build trust, loyalty, and meaningful customer relationships.

AI Real Talk: Change Management, Real Lessons and How to Get Started

Kaan Tavli, Practice Director, optimate.me

The gap between AI ambition and AI adoption is where most service teams are stuck right now — and closing it takes more than the right platform. Drawing on real client implementations, optimate.me shares what it actually takes to embed Zendesk AI inside a service operation. The moves that drive adoption, the choices that worked and the ones that didn't, and the human outcomes no metric captures.

Leave inspired and with the tools you need to drive service transformation.