Customer Experience and Brand Loyalty

March 6, 2019, 8 a.m.

Event Details

Customer Experience and Brand Loyalty - 6th March, Brisbane 

Customers expect a seamless customer experience, but how does it get delivered across the customer lifecycle and what does it look like from one transaction to the next? Can we leverage customer experience to influence loyalty and drive repeat purchase?

In March we explore how marketers are leveraging digital customer experiences to drive up the lifetime value of their customers. Is it all about data and personalisation or are there other key factors to implement that bring customers sustained joy?

Our speakers will share:

  • The focused work they do on improving customer experience
  • The relationship between customer experience and loyalty
  • Who takes responsibility for customer experience and how is it measured
  • The tech and strategies that work

Get your ticket now or save on an annual pass (available for a limited time). 


  • The opportunity to network with attendees (8:00 - 8:30am)
  • Tea, coffee and a light snack will be served during the networking time
  • The audience will sit (theatre style) to listen to the presentations
  • We will have two speakers each presenting for 20 minutes
  • We will hold a panel Q&A (including audience questions) at the end
  • All attendees will automatically enter our business card draw on the day to have a chance to win great prizes!

Our Speakers

Michael Barnard, General Manager at Customology
Michael will share his perspective on what customer experience and loyalty really are. He’ll take us through the customer journey from after the transaction to re-purchase and present his tips for keeping customers coming back, spending more and referring others. Plus, see lots of examples of how you can improve the customer’s experience each step of the way.

Christian Bowman, General Manager of CX & Engagement at Australia's Newest Betting App, Neds
Christian will discuss the relationship between customer experience and growth. Through examples, he'll explore the moments that our customers value between sales and how we as marketers can better understand the voice of the customer. Plus, how customer experience and growth interplay with brand loyalty.

Our Panellists

Following the two presentations, we'll be having a panel discussion on this topic with our speakers and:

Naina D'Souza, Group Digital Manager at Michael Hill
Naina has delivered digital solutions for a range of organisations in Australia and the UK and she has a passion for shaping the customer experience. Her career has included extensive experience in retail banking, as well as experience working in-house and for leading consultancies where she’s advised clients across a diverse range of industries including entertainment, public sector, B2B, and not for profit. Naina is currently leading the digital agenda at Michael Hill International. 


Christian Bowman

Christian Bowman

Australia's Newest Betting App, Neds

General Manager of CX & Engagement
Michael Barnard

Michael Barnard


General Manager
See Bio
Naina DSouza

Naina DSouza

Michael Hill

Group Digital Manager
See Bio


March 6, 2019
8 a.m. - 10:30 a.m.


The Grove
480 Queen Street Brisbane4000

The Team

Samantha Horton

Samantha Horton

Event Manager
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Louisa Dahl

Louisa Dahl

Interactive Minds

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Join Us!

Don't miss out on the opportunity to network with the industry and learn from your peers at this event.