The Zendesk Showcase is coming to Melbourne on 15 August, bringing together business leaders from all over Australia and New Zealand who want to build better customer experiences. We’ll share great conversations about what it takes to create seamless experiences for both customers and employees, explore the latest global and local trends, and hear stories from innovative brands that are putting customers at the center of their business.

Why attend?

This one-day conference will bring together and showcase amazing customer stories and CX insights from top brands and industry leaders. You’ll take away new insights, practical advice, and a better understanding of how to be the company your customers want you to be.  Most importantly, you will connect with people who care about customer experience as much as you do!

Who should attend? 

Your job title might say CCO, CTO, CIO, Head of Customer Experience, Customer Service Director,IT Director, HR Manager, Marketing Director, Customer Service Manager. You might be a Zendesk customer or an industry professional.

Whatever your title or knowledge of Zendesk is, if you are focused on customer experience we would love to see you there.


Riccardo Pasto

Head of CX Research, ANZ


Gus Balbontin

former Executive Director & CTO

Lonely Planet

Lauren Cavana

General Manager Operations & HR


Miles Lawler

Chief Technology Officer


Nadine Champion

TEDx Speaker & author of '10 Seconds of Courage'

Talei Wood

Vice President, Support


Orlando Gadea Ros

Innovation Lead

Stanley Black & Decker

Hadleigh Lynn

Head of Internal IT


Phillip Zammit

Head of Cognitive CX

Amazon Web Services

John Carroll

Author of Purposeful

Tom Keiser

Chief Operating Officer


Adrian McDermott

President of Products


Lucas Smith

Regional Customer Experience Manager


Colleen Berube

Chief Information Officer


Mike Gozzo

Senior Director, Product


James Slattery

Head of Sales


Sarah Reed

Senior Director of Events


Malcolm Koh

Customer Experience Strategist


Todd Lienart

Director of Corporate Social Responsibility


Mike Mortimer

Director of Product, AI & Machine Learning


Bandar El-Eita

Director, Product Marketing



8:00 am - 9:00 am

Registration & breakfast

9:00 am - 9:10 am

Opening and welcome

James Slattery, Head of Sales, Melbourne, Zendesk; and Sarah Reed, Senior Director Global Events, Zendesk

9:10 am - 9:40 am

How to focus on the customer and activate innovation

Gus Balbontin, Former Executive Director & CTO, Lonely Planet

Leaning on his experience as a founder, investor, and advisor, Gus Balbontin knows a thing or two about what makes great customer experience. Let Gus take you behind the scenes to understand what companies–like Lonely Planet— did right and wrong in their CX journey. The lessons he shares can be applied to all modern businesses needing to embrace humanity and innovation alongside the relentless pace of technology.

9:40 am - 10:40 am

Break free opening keynote

Tom Keiser, COO, Zendesk; Adrian McDermott, President of Products, Zendesk; and Mike Gozzo, Senior Director, Product, Smooch by Zendesk

Customer expectations are changing so rapidly that what is extraordinary today becomes ordinary tomorrow. Join Tom Keiser, Zendesk COO, as he explains how to break free from the old ways of doing things in order to change with your customers. He’ll also welcome some special guests along the way. 

Zendesk President of Products Adrian McDermott will also join Tom on stage to unveil Zendesk’s product vision and help you see how it will help you be the company your customers want you to be.

10:40 am - 11:00 am

Networking break, Zendesk demos, and refreshments

11:00 am - 11:30 am

The state of CX in Australia & New Zealand

Riccardo Pasto, Head of CX Research, ANZ, Forrester

As companies continue to undergo Digital Transformations, a lot of initiatives are still not impacting the customer experience (CX) or business growth in a meaningful way. In this session, Riccardo discusses the current state of CX in the region, what pain points continue to trouble organisations, how some companies are overcoming them, and what really improves long term CX. 

11:30 am - 12:00 pm

Building your customer experience from the inside out

Lauren Cavana, GM Operations & HR, Ticketek

Customers today are comparing you to the best experiences they’ve ever had, and building experiences that are truly memorable requires you to break free of traditional thinking and really look at your experiences from a customer’s perspective. In this session Lauren discusses the culture behind Ticketek reimagining the customer experience.

12:00 pm - 12:30 pm

The Monkey and The Strategic Art of Storytelling

John Carroll, author of Purposeful and CEO, Omnicare Alliance

John delivers an African animal fable experience to demonstrate how to blend storytelling techniques with customer intelligence to maximise the impact of your CX.

12:30 pm - 1:30 pm

Networking Break, Zendesk demos, and lunch

1:30 pm - 2:15 pm

Track 1

Creating the next wave of contact center culture

Todd Lienart, Director, Corporate Social Responsibility, Zendesk; and Jessica Macpherson, CEO, St Kilda Mums

“Culture trumps strategy,” say most leadership coaches. “Culture eats strategy for lunch.” As a CX leader, you may agree, but do your support agents feel the same?  Delivering a top-notch customer experience means support agents must be inspired by your company’s intended culture and get collaboration, empowerment, and meaning. In this session, Todd explains how to break free from the contact center of yesterday. 

Track 2

Get your business omnichannel-ready for the contact center of the future

Phillip Zammit, Head of Cognitive CX, Amazon Web Services; Cheryl Neoh, Senior Product Marketing Manager, Zendesk

Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt now. Join Zendesk and AWS as they showcase the latest in workflows, productivity and collaboration strategies your team can use for omnichannel success. .  Hear how Australian companies are innovating with Amazon Connect and Zendesk Omnichannel Solutions to create the ultimate customer experience.

2:25 pm - 2:55 pm

Track 1

How to build a business case for your CX initiatives

Colleen Berube, CIO, Zendesk; and Sarah Edwards, Head of Client Operations ANZ, CoreLogic Australia; and Myles Lawlor, Chief Technology Officer, Youfoodz

As a CX leader, you know exactly what kind of technology you need. You’ve done your homework, you’ve attended the right events, and now you’re ready to pull the trigger. Except, you can’t get it funded.

Join Zendesk’s CIO and CoreLogic’s Head of Client Operations as they hash things out. You’ll hear what a technology leader expects from a business case, and what a CX leader plans to do with the investment. We can’t make any guarantees, but you’ll walk into your next conversation better prepared for a positive outcome.

Track 2

Guide: Take a team-centric approach to smarter self-service

Talei Wood, VP of Support, Vend; Mike Mortimer, Director of Product, AI & Machine Learning, Zendesk

It’s no secret that self-service has become the preferred support channel by customers and businesses. Hear from Vend on how they have used knowledge management and self-service technologies to transform their support organisation – arming their agents with the key insights and the right context to have more meaningful customer engagements.

3:05 pm - 3:35 pm

Track 1

The impact of conversations and collaboration on CX and EX

Hadleigh Lynn, Head of Internal IT, Xero; Mike Gozzo, Senior Director of Product, Smooch by Zendesk; and Lucas Smith, Regional Customer Experience Manager, Slack

Our CX days are often filled with the burden of balancing multiple conversations while trying to improve collaboration. Join our panel of conversational experience experts as they talk about deploying modern solutions to have your internal teams move faster and be more connected to your customers.

Track 2

Bring on the Sunshine: Break free from legacy CRM and deliver the experience your customers deserve

Orlando Gadea Ros, Innovation Lead, Stanley Black & Decker; and Bandar El-Eita, Director of Platform Product Marketing  

It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join our platform team and Orlando from Stanley Black & Decker to hear how brands are taking advantage of the Sunshine Platform to create new and exciting ways to connect and understand all your customer data.

3:35 pm - 4:00 pm

Networking break, Zendesk demos, and refreshments

4:00 pm - 4:15 pm

The CX Summary

Sarah Reed, Senior Director Global Events, Zendesk

For over nineteen years Sarah ran contact centers across the Philippines, Central America, and the United States. She knows what CX leaders need to hear and what team members want to learn. In this quick summary, she’ll highlight the big themes and the key stats you can take back to your organization.

4:15 pm - 5:00 pm

10 Seconds of Courage: Life lessons from a fighter and how to change your thinking

Nadine Champion, Tedx Speaker & author of “10 Seconds of Courage”

Being a better CX leader is about more than equipping your teams with better technology and processes. It’s about being a better leader. We’re honored to end the day with Nadine Champion, who will challenge us all with a call to action–to “change our thinking.” Nadine teaches us how to embrace our little moments of bravery, create a culture of courage, and empower our teams to be more courageous in their roles. 

5:00 pm - 5:05 pm

Closing Remarks

James Slattery, Head of Sales, Melbourne, Zendesk; and Sarah Reed, Senior Director Global Events

5:00 pm - 7:00 pm

Zendesk Happy Hour and canapés with special guest stars

Zendesk Customer Education

Training for Admins

Join our team of Zendesk experts for a live, classroom style event prior to Showcase in Melbourne on August 14. These deep-dive product trainings and hands-on exercises will enhance your Zendesk Admin skills.

Register now for Training

The Glasshouse






“I loved the variety of speakers on so many different topics – I felt like it was a tech conference, a leadership conference, and a customer service conference all rolled into one!”

“The Showcase events have allowed us to connect with hundreds of like-minded leaders that are all focused, in some way, on creating better customer experiences for their organizations.” – Lessonly


The Zendesk Showcase and Training Day will appeal to different roles.

The Zendesk Showcase has a broad appeal, though 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.

Zendesk Training Day is a full day of in depth Admin training that will give you the knowledge you need to make your support strategy a reality. Whether you’re just getting started, need a refresher and want to broaden your knowledge of our products, we have a learning track for you. Our team of expert trainers will guide you throughout the day, ready to help answer questions and troubleshoot with you. We will be offering 2 Admin training tracks: Advanced Topics in Support, I and II and Guide, I and II.

Register here for training day only

Registration to the Zendesk Showcase is free of charge. The optional training day comes with a charge of AU$849 (AU$699 if booked before 3 May).

Yes, we will be providing breakfast, lunch, snacks, and small bites at the reception. There will also be networking drinks at the Zendesk Happy Hour at the end of the day.


Yes, when you register you will have the option to mark down any special dietary requirements you may have. We will make sure to accommodate for these.

Interested in sponsoring? Email our team at globalevents@zendesk.com for more info.

We recommend staying at the Grand Hyatt Melbourne, which is only 10 minutes from the Glasshouse. Other options nearby are the Pullman on the Park Melbourne or the Sofitel Melbourne on Collins.

If taking a tram from the city, stop 7C (MCG – Hisense Arena) on the tram 70 route is the best option, only a short walk from the venue.

If taking the train, Richmond station is a 10 minute walk from the Glasshouse. Alternatively, it is about a 15 minute walk from Flinders Street Station. Both train stations do also connect to the tram 70 route.

The Eastern Plaza Carpark via entrance D on Olympic Boulevard (which is across the road from Glasshouse) is open for Public Parking. Parking is subject to space availability and subject to the fee set by Melbourne & Olympic Parks, which is normally $7.50. The venue strongly recommends pre-booking parking to ensure you secure your spot. https://prebook.mopt.vic.gov.au/

Alternatively, you may prefer to use the very reasonably priced metered parking on Alexandra Avenue and make the short walk over Swan Street bridge.

Business casual attire is always a good look. We recommend a jacket for air conditioned rooms.