Supercharge your customer experience game, where we'll dive into the cutting-edge innovations redefining CX and explore how AI can be your secret weapon in this new era.
Connect with visionary thought leaders, uncover the latest Zendesk product breakthroughs, soak up fresh insights from industry trailblazers, and network with the brightest minds in CX!
Zendesk AI Innovations [Main Room]
Join Zendesk executives and product experts as we unveil the latest advancements in AI and show how they transform how businesses approach customer and employee interactions. In this session, you’ll get an exclusive look at Zendesk's vision to reinvent service, combining human-centred design with cutting-edge AI. Learn how AI innovation can empower businesses to elevate interactions, enhance efficiency, and drive meaningful engagement. You'll also hear from Joanna Robinson, Chief Marketing Officer of THE ICONIC on how they're innovating their customer experience.
CX breakout - Drive real resolutions with Zendesk AI Agents [Main Room]
Break down the road to 80% automation and see how next-generation AI Agents and Copilot deliver real resolutions. Explore product walkthroughs of our latest AI innovations, hear best practices, and learn from local leaders who are embracing the change.
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This will be followed by a panel discussion featuring leaders from some of Asia Pacific's most iconic brands, CASETiFY, Luxury Escapes, and Sealy Posturepedic who are successfully adopting AI and driving meaningful impact. Hear firsthand about their journeys, the challenges they've navigated, and the results they’re seeing.
Employee experience breakout - Reimagining employee service for the AI era [Marion Hall]
Learn how the new Zendesk Employee Service Suite empowers teams like IT and HR to reimagine employee service for the AI era. We’ll cover new product innovations and what's on our roadmap.
Following the presentation, we’ll host a fireside chat with Dylan Rose from The Smith Family, who will share their approach to innovating the employee experience and building a more engaged, satisfied workforce.
Contact centre breakout - Simplify and scale your contact centre operations with Zendesk [Chifley Room]
See how Zendesk for Contact Centre, powered by Amazon Connect, combines AI-first CX with award-winning CCaaS functionality to support global contact centres, regardless of call volume or complexity. Key features include customisable IVR, real-time AI, outbound dialling, and security controls—all seamlessly integrated into Zendesk.
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Following the presentation, hear from a panel of industry leaders from TELUS Digital, and AWS as they share how they’re leveraging this technology to modernize their contact centres and stay ahead in a rapidly evolving CX landscape.
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In this high-energy closing keynote, Holly tackles one of the greatest challenges facing customer experience professionals today: how to champion change by building genuine followership across your organisation. Drawing from hundreds of conversations with global change-makers and her own experience leading transformation initiatives, Holly will share a practical toolkit for creating compelling visions, building unstoppable momentum, and transforming resistance into advocacy.
