🔔 UPCOMING ROUNDTABLE

November 2026 CX Roundtable

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Join us live for an unscripted discussion with CX leaders on the issues shaping customer experience right now. Members get exclusive access to the full Roundtable library, searchable transcripts, executive summaries, and the full CX Hub resource library—plus all our professional tools and calculators.

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📋 Session agenda

🗓️ November 2026 Agenda & Panel

When: Wednesday 4 November (2:00pm Melbourne/Sydney, Australia)
Theme: Peak Season Promises: Can You Keep Them When Everyone's Stretched?

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Customers are heading into Christmas stretched, cautious and comparing harder. Can brands keep the promises they make this peak?

The day after the RBA lifted rates to an 18-year high of 4.85%, we look at what CX teams can do in the next eight weeks to lead the peak, where AI at the front door helps and where a stretched customer needs a human, and how brands recover when the Christmas delivery promise breaks. We finish with members' questions in Open House.

Agenda

  • 🔥 Hot CX Topic of the Month — CX's chance to lead the peak: With rates at an 18-year high, what can CX teams actually do in the next eight weeks to help customers and the business, and how do they earn a seat at the table when peak plans are made?
  • 🚩 Red Flags and Real Talk — AI at the front door: For many brands this is the first Christmas where chatbots and AI shopping assistants carry the peak, so what should worry us, and where does a stretched customer need a human?
  • 💥 The Moments of Truth — "Arrives before Christmas": The delivery cut-off, the parcel that doesn't turn up, the promise that gets broken: how does a brand recover when it matters most?
  • 🎤 Open House — Members' questions: Members' questions for the panel, on anything covered in the earlier segments or on your own peak season plans.

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