Expert-Led Discussions. Local Networks. Actionable Insights.

Relationships are at the heart of every business. Our companies are no longer in the business of software, retail or travel; we’re in the business of experience. Discover what you need to thrive in the experience economy at our workshop-on-wheels! We’ll teach you how to build experience-driven companies and share strategies on how your customer-facing and IT teams can drive better engagement for both customers and employees.

Join us for a free half-day event to enhance your CX, accelerate your sales and take your IT into the future! Drop in for knowledge, community and conversations on all things experience. 

Drive Away With Great Value

CX Leaders

Build delightful customer experiences at scale with consistent, contextual and predictive customer experiences across channels. Move from siloed support to a unified customer engagement strategy

IT Leaders

Deliver modern IT services that match the scale of your digital business. Use an optimal mix of people, process and technology to build an ITSM strategy that lies at the heart of digital transformation. 

Sales & Operations Leaders

Smash your targets with the power of relationships. Learn how businesses are unlocking growth using contextual conversations, AI-driven personalization and cross-channel communications

 Agenda-CX

Thursday, March 19th


9:00 AM - 9:15 AM

Opening address

Convenience is the new currency. Whether it's customers or employees, experiences have to be crafted for delight. Learn about democratic design and how it can drive better engagement with your teams and your customers.

9:15 AM - 9:45 AM

Fireside Chat

A panel discussion with a few key speakers of the day covering how CX, IT and Sales can be combined.

9:45 AM - 10:15 AM

Morning Tea

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10:15 AM - 10:45 AM

Customer 360 and the future of engagement

Customer experience is more than just customer support. The customer journey are broken due to silos across marketing, sales and customer service. Discover the future of unified customer engagement and create customers-for-life. Learn how you can: - Build a 360-degree view of your customer - Deliver personalized experiences at scale across the customer journey

10:45 AM - 11:15 AM

Breakdown: The AI-powered contact center

Experience the future of AI-powered contact centers. We are breaking down the benefits and use cases of AI in customer service. Learn how you can: - Build AI-powered experiences that actually increase CSAT - Move from reactive to predictive service - Improve contact center productivity and create a better agent experience

11:15 AM - 11:45 AM

All hands on deck

Customer service is everyone's business. Whether it's product, sales, finance or operations, multiple teams work together to shape the customer experience. Join this session for practical lessons and real-world examples on how to build customer-centric companies.

11:45 AM - 12:30 PM

Customer Success

Transformation stories that provide actionable insights and best-practices.

12.30 PM - 1.30 PM

Lunch

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1:30 PM - 2:00 PM

Roadmap & best practice

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2:00 PM - 3:30 PM

Product Deep dives

Participate in panels and discussions around the Freshworks Customer Service Platform (Freshdesk, Freshcaller, Freshchat). Find out more about the product features, what is in the roadmap for the future and what apps you can integrate with seamlessly as a Freshworks customer.

3:30 PM - 5:00 PM

Networking Drinks

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 Agenda-IT

Thursday, March 19th


9:00 AM - 9:15 AM

Opening address

Convenience is the new currency. Whether it's customers or employees, experiences have to be crafted for delight. Learn about democratic design and how it can drive better engagement with your teams and your customers.

9:15 AM - 9:45 AM

Fireside Chat

A panel discussion with a few key speakers of the day covering how CX, IT and Sales can be combined.

9:45 AM - 10:15 AM

Morning Tea

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10:15 AM - 10:45 AM

Unified IT operations: The backbone of successful digital transformation

IT operations and IT services work better together. This session will address the need for agile, connected systems to win at digital transformation. Go from siloed to unified IT to operate with context, collaboration and speed.

10:45 AM - 11:15 AM

Next-gen IT service delivery in a digital workplace

The digital, always-on workforce calls for new and improved IT service delivery. This session will discuss strategies to improve the IT service experience and highlight emerging technologies that help you deliver IT support at scale.

11:15 AM - 11:45 AM

Balancing security and business speed in the era of IT consumerisation

Security and speed, you can have both. This session will discuss how you can navigate the era of IT consumerisation, avoid the pitfalls of shadow IT and help business teams move at speed without security risks.

11:45 AM - 12.30 PM

Customer Success

Transformation stories that provide actionable insights and best-practices.

12:30 PM - 1:30 PM

Lunch

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1:30 PM - 2:00 PM

Roadmap & best practice

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2:00 PM - 3:30 PM

Product Deep Dives

Participate in panels and discussions around the Freshworks IT Solutions Suite (Freshservice, Freshrelease). Find out more about the product features, what is in the roadmap for the future and what apps you can integrate with seamlessly as a Freshworks customer.

3:30 PM - 5:00 PM

Networking Drinks

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 Agenda-Sales

Thursday, March 19th


9:00 AM - 9:15 AM

Opening address

Convenience is the new currency. Whether it's customers or employees, experiences have to be crafted for delight. Learn about democratic design and how it can drive better engagement with your teams and your customers.

9:15 AM - 9:45 AM

Fireside Chat

A panel discussion with a few key speakers of the day covering how CX, IT and Sales can be combined.

9:45 AM - 10:15 AM

Morning Tea

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10:15 AM - 10:45 AM

Pivotal Factors Impacting CRM Success or Failure

This session will address the reasons for poor CRM adoption and recommend methods to improve adoption and increase your odds for success with your CRM system.

10:45 AM - 11:15 AM

Building an Integrated Sales Engagement Strategy

This session will address how your sales teams can contextually engage with prospects and customers through different channels to provide an enhanced buying experience.

11:15 AM - 11:45 PM

AI-driven Sales: The next frontier of innovation in sales

Artificial Intelligence is coming on strong and many progressive organizations are beginning to harness its power. This session will address - How AI is changing the game in sales (e.g. - lead scoring, deal forecasting, profile enrichments, etc.), Why engaging with your clients on a deeper level will create more personalized connections and faster sales

11:45 PM - 12:30 PM

Customer Success

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12:30 PM - 1:30 PM

Lunch

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1:30 PM - 2:00 PM

Roadmap & best practice

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2:00 PM - 3:30 PM

Product Deep dives

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3:30 PM - 5:00 PM

Networking drinks

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Venue

InterContinental

495 Collins St, Melbourne VIC 3000, Australia

View on Google maps

FAQs

Will there be opportunities to have one-on-one sessions with speakers and thought-leaders?

Absolutely! We have product training sessions, apart from which you can book a one-on-one deep learning session with our product experts.

Will the event be live-streamed?

Unfortunately, it will not be live-streamed, which is all the more reason to be there!

Is there a dress code for the event?

We suggest anything comfortable, on the lines of business casual.

Will there be on-the-spot registrations?

No, we do not have on-site registrations.

What time should I be there?

Registrations open at 8:30 AM, followed by coffee and networking. The event will officially begin at 9:00 AM.

Will food be provided at the event?

We will provide coffee and lunch at the event. We will also serve refreshments during breaks.

Is there anything I need to bring to the conference?

You can bring your laptop or mobile device if you would like to use them during the course of the conference. Our sessions are going to be interactive and fun, so gear up as you would prefer!

Is there a hashtag I can follow and use for everything related to The Experience Roadshow?

Yes, follow the #Freshworks #ExperienceAustralia for all our social media updates.