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 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.

This presentation will be followed by a panel discussion from some of Australia's biggest brands who are embracing AI and seeing huge benefits. You'll hear about their journey and some of the challenges they faced.  Customer speakers to be announced soon.

 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 whats on our roadmap.

We'll follow this presentation with a panel of customers to get their insights on how they're innovating their employee experience and creating a happier, more engaged workforce. Customer speakers to be announced soon.

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.

We'll follow this presentation with a panel of customers to get their insights on how they're adopting this new technology and navigating the ever-changing landscape of Contact Centres. Customer speakers to be announced soon.

See Zendesk products in action, chat with experts, network with peers and grab a coffee. 

Discover how to accelerate complex resolutions across systems by creating unique, integrated AI and human workflows with the new Action Builder and App Builder. Learn to not only automate interactions but optimise and protect them with AI-powered analytics and security.

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.

Networking over drinks and canapés with your peers, industry leaders and Zendesk experts.