17 May 2019

7:30 am to 9:00 am


Level 31, 600 Bourke Street, Melbourne 3000

Event Details

The ability to deliver an exceptional customer experience is pivotal to every brand or company’s success. Yet very few companies have cracked the code in what it takes to really understand your customers, and deliver according to their needs an expectations.

At our panel breakfast in partnership with Michael Page, Understanding Customer Experience, our expert panelists will explore:

  • What is a customer experience, and how does design play a role in way a product or service is delivered?
  • Insights into what constitutes a great customer experience
  • Key challenges and themes many businesses face when trying to improve their customer experience
  • Tips and advice on how to deliver a great user experience
Frank Guzman

General Manager at Academy Xi

With a Masters degree in Design and Innovation Management and a background in architecture, Frank is passionate about Human-Centred design, collaboration, and new models of education. For the past two-and-a-half years, Frank has been the GM at Academy Xi, where his focus has been on creating and growing a community of interest around emerging fields of design, technology, innovation and entrepreneurship.

Lucy Broadbent

Assistant Director, Customer Experience & User Experience at RMIT

Lucy is a digital, customer experience, design and innovation leader with extensive experience working with large corporates, not for profits and start-ups across six industries. Lucy currently leads RMIT's Customer Experience & User Experience Teams and is tasked with driving customer centricity at scale. She has previously lead customer experience strategy for IAG and is also the Managing Director of Thrive, a start-up aimed at preparing people with the important life skills they need to thrive in life.

Brendan Donoghue

UniSuper Head of Customer Experience

Currently, Brendan is responsible for the design and execution of the physical and digital experiences delivered to both members and university partners at UniSuper. A key focus of his role is reshaping the way members engage with their superannuation throughout their lives. Brendan has 16 years’ experience in championing creative problem solving and customer-centred changed and joined UniSuper from NAB, where he was previously Head of Digital Design and User Experience.

Sarah Graham

Head of Customer Experience Initiatives at NAB

Sarah has over 20 years’ experience solving business problems across a variety of industries including financial services, utilities, government, education and health. Sarah has now shifted her focus from solving business problems to those encountered by customers and has spent the last five years at NAB leading a customer-obsessed team, identifying and removing customer frustrations and working to improve the overall experience customers have with NAB.

Hayden Peters

Lead UX Design instructor at Academy Xi

Hayden Peters is an Experience Designer and historian, with over 20 years of experience in digital design and innovation. He has mentored and grown teams both locally and internationally across a variety of services and technologies. He is also the Lead UX Design instructor at Academy Xi in Melbourne.

Dates and fees


17 May 2019

7:30 am ~ 9:00 am



Level 31,
600 Bourke Street,
Melbourne 3000

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