CX Innovation Roadshow 2023

Prioritising Frictionless CX while Advancing Digital Transformation

NSW: 14 March | WA: 15 March | ACT: 21 March
QLD: 22 March |
NZ: 28 March | SA: 29 March


registrations IN 2022


inspiring speakers


engaging partners



What’s In Store for 2023

Over the past two years we have witnessed an incredible shift in the operating behaviours of the public service as we grappled with formulating necessary stop gap responses to CX challenges. Now we can take stock of the consequences for CX and reflect on ways to ensure that services meet customer expectations.

The CX Innovation Roadshow 2023 will delve into how government departments can prioritise frictionless CX while advancing digital transformation in Australia and New Zealand.

Key People You’ll Meet

Digital Transformation

Customer Analytics

Citizen Engagement

Contact Centres

Service Delivery

Customer Insights

Customer Experience

Marketing Communications

Benefits of Attending

Discuss how to define ownership of CX in your organisation

Discover how to ensure a cohesive, optimised and frictionless customer experience that is data-driven and personalised across all touch points

Find out how to connect with customers in a more meaningful way through empathy and compassion

Understand how to assess the impact and ROI of CX transformation to improve future strategy

What Your Peers Had To Say

The speakers were amazing and shared a lot of useful information

Sustainability Victoria

A great opportunity to network and pick up new ideas and get inspired

Australian Financial Security Authority

I enjoyed the quality of the speakers and learning from their ideas

Australia Nuclear Science and Technology Organisation

Sneak Peek at Your State’s Speaker Panel

Mike Hill,
Chief Digital Information Officer,
UK Cabinet Office

Ruth Owen,
Deputy Secretary, Chief Operating Officer,
NSW Department of Education

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Mel Faeghy,
Director Personalised Services,
Service NSW

Belgin Tran,
Executive Director Customer Experience Unit,
NSW Department of Customer Service

Ben Xu,
Director Digital Accelerator NSW,

NSW Department of Customer Service

Simon Cooper,
Partner, Public Sector & Customer Strategy,


Katherine McDermott,
Executive Director Digital Services, Service NSW

Lisa Walton,

Deloitte Digital, Deloitte

Tim Morris,
Sales Director
– Government & Territories


Kevin Oliver,
Senior Account Executive
– Government & Territories (NSW)


Nicolle Oakford,
Account Executive


Jonas Peterson,
Chief Digital Officer,
Office of Digital Government WA

Henrietta Farrell,
Chief Customer Officer,
Department of Finance

Robyn Parker,
Director Customer Information Services Delivery Division,
Department of Mines, Industry Regulation and Safety WA

Sheila Pringle,
Partner, Ops Digital Transformation,

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Michael Scott,
Partner, Deloitte Digital,

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Clint Browning,
Executive Manager, State-wide Services,
Department of Communities

Luke Horan,
Senior Solutions Consultant, Digital Experience

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Damien Sackville,
Senior Account Executive

Monita Lal,
National Manager Digital Programs,
Services Australia

Holger Kaufmann,
Acting Chief Digital Officer, Digital Health

Thomas Ryan,
First Assistant Commissioner,
Australian Electoral Commission

Lisa Collett,
Chief Operating Officer,
Commonwealth Ombudsman

Josh Burns,
Program Manager,
IP Australia

Al Croston
Partner, Deloitte Digital,

Lisa Jansen,
Digital Service Performance Branch Manager,
Digital Transformation Agency

Millie Clary,
Director Deloitte Digital,


Paul Ricketts,
Digital Experience Director,

HCL Software ANZ

Gail Bennett,
Public Sector Regional Director,

HCLSoftware ANZ

Dr Jean Sandall,
Director Customer Research and Insights,
Department of Transport and Main Roads Queensland

Kate Retzki
Manager, Stakeholder Engagement and Get Ready Queensland
Queensland Reconstruction Authority

Kirsty Robinson,
Director of Customer Experience,
Tafe QLD

Wade Milne,
Director Digital and Creative,
Department of Resources QLD

Jelena Nikolic,
Director Digital Solutions,
Residential Tenancies Authority QLD

Michael Millard,
Partner, Deloitte Digital,

Dr Tafline Ramos
Practice Director – Quality Engineering & Assurance
Planit Testing

Edward Braddock
Chief Customer Officer

Toby Knight
Solutions Architect
New Relic

Prashant Bakshi,
Chief Customer Officer,
New Zealand Qualifications Authority

Milica Zivanovic,
Deputy Chief Digital Officer,
Public Service Commission

Scott Higham-Lee,
Group Lead Digital Enablement,
Callaghan Innovation

Angus Deacon,
Design Lead Digital Transformation Program,

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Koula Kutu,
Director Communications, Media and Marketing,
Ministry of Pacific Peoples

Scott King,
Industry Strategist, Digital Strategy Group,

Heather Wong, Senior Account Executive – NEw Zealand


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Conrad Henson, Senior Product Marketing – Digital Experience


Evelyn Johnston,
Head of Public Sector, DX New Zealand


Suhit Anantula,
Director of Policy and System Reform,
Department of Premier and Cabinet SA

Dr Sharma Shikah,
Director of Business Improvement Technology, Chief Digital Officer, Chief Information Officer,
Department of Human Services SA

Alexandra Pfieffer,
Manager Online Communications,
Department of Education SA

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Carlene Calvert,
Director Digital Programs,
Department of Premier and Cabinet

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Cecilia Hill,
Partner, Deloitte Digital,

Following the success of last year’s CX Innovation Roadshow stop in Melbourne and the amount of innovation happening in the digital space in the state, we’re thrilled to announce that this year we’ll be bringing a brand new, bigger, full-day, standalone in-person showcase & exhibition to Victoria.

The VIC CX Innovation Showcase 2023 will delve into key projects, best-practice and insights to demonstrate how Victorian government can prioritise frictionless CX while advancing digital transformation.

Check the full program here.

Discussing the Most Current Topics

#CX Transformation

#Omnichannel Experience

#Customer Journey

#Citizen Engagement



Hear from public sector leaders about the latest trends and explore how to instantly apply these insights and gain unique perspectives


An opportunity to engage with your peers from across the state in dedicated networking sessions, interactive roundtable discussions and meal breaks


Hear  from leading solutions providers in the government space as they explore key technologies to improve citizen services


Receive on-demand access to session content on the complimentary Public Sector Network social learning platform

Host Partner

Event Partners

The PSN roadshow was well-organised and executed, with topical content and interesting speakers, great communication, and discussions on the day. We made some meaningful connections and intend to continue working with PSN!

– Melbourne Polytechnic

Interested In Learning More?

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