About The Event

How do organisations such as NeCTAR (Melbourne University), ABC Bullion, 8common, and Pooled Energy deliver a consistent, meaningful and relevant experience for their customers?

Today’s customers have higher expectations than ever, especially when it comes to customer service. They expect courteous, quick, relevant responses. Every interaction has the potential to further build trust and loyalty with your customers, or erode it. Companies must deliver exceptional experiences consistently to retain their customers. But how?

Hear Nick Golovachenko, National Support Manager at NeCTAR (an online infrastructure support initiative of the Australian government led by The University of Melbourne), talk about how their support teams deliver a consistent, responsive and delightful support experience to over 5000 researchers and academics across the country. Also hear from Nick Gonios, CEO, 8common, Andrew Rogers, CIO, Pooled Energy, Camilla Baker, Account Executive, ABC Bullion and Wilfred Brimblecombe, ICT Manager, NeCTAR - The University of Melbourne, discuss on how successful, customer-centric organisations are aligning to the demanding needs of today’s digital-savvy, mobile customer.

At the event, you will also have the opportunity to hear directly from Girish Mathrubootham, Founder and CEO, Freshdesk, on how he saw the need for a more contextual, real-time messaging support service for mobile-first businesses like Uber. This led to the launch of Hotline.io, used by over 200 leading mobile apps like Zomato to support and chat in real-time with their mobile users, right from within the apps.

Don’t miss your opportunity to meet and network with other CX leaders at this exclusive event tailored around just one goal, that of making today’s customers happy.

Let’s meet at The Customer Happiness Tour: Sydney!

Why Attend

Get inspired, gain fresh insights and challenge assumptions at this unique solution focused event.

Learn about innovative ways to improve and grow your customer service and support organisations

Network and mingle with leaders in the customer experience space from other leading companies

Hear practical, actionable advice and tips from the front lines of customer experience

Who Should Attend

If you lead a Customer Success, Customer Experience, or Customer Support organisation or you run a company that puts a premium on exceptional customer experience, this event is for you.

Key Themes

Hear about strategies for managing the customer experience in an increasingly challenging business environment

Learn how to scale your customer service organisation as your business grows and changes

Gain tips for delivering immediate, relevant and personal responses to customers


Nick Golovachenko

National Support Manager, NeCTAR (The University of Melbourne)

Nick is a senior IT professional with extensive experience within the higher education and research sectors in managing and leading teams, and delivering projects. Nick currently works as the NeCTAR National Cloud User Support Manager and is also project lead for the development of a National Distributed Help Desk, which is also part of the national initiative to provide world-class user support for the Nectar Research Cloud. NeCTAR is an online infrastructure support initiative of the Australian government led by The University of Melbourne.

Nick has also worked as a Project Manager for a number of other initiatives within The University of Melbourne (UoM), in particular on National Infrastructure programs such as NeCTAR National Server Program, NeCTAR Research Cloud, Research Data Storage Initiative (RDSI), UoM Web Enhancement Program and UoM High Performance Computer (HPC) Renewals. Prior to these major projects, Nick played key roles in IT Management within the Higher Education sector as well as the Medical and Health Research sectors.

Nick Gonios

CEO, 8common Ltd (8CO:ASX)

Prior to becoming Group COO at 8common, a global enterprise software company, Nick spent over a decade successfully running growth marketing services firm to both early stage growth ventures and large corporates. Earlier in his career, he held senior roles with large multinational software companies including Microsoft, OpenText and Fujistu. He is also a co-founder, investor, executive and Board member of various early stage technology companies over the last 15 years including Peakhour, 3eep, ecal, Kent & Lime, and mentor at startup accelerators muru-D, Pollenizer and H2 Ventures.

Has been a Board member of non profit organisations including the Australia Interactive Media Industry Association (AIMIA) NSW and Women Sport NSW.

Wilfred Brimblecombe

ICT Manager, NeCTAR (The University of Melbourne)

Wilfred, ICT Manager at NeCTAR’s Research Cloud Operations, is an IT Management veteran with over 20 years of leadership experience across various organisations including 10 years as Associate Director Customer Services (ITS) at The University of Queensland. At NeCTAR, he liaises with Research Cloud partner operators and manages the Core Services team that is involved in the support, technical lead and architecture of federation cloud development and core operations. NeCTAR Research Cloud is an online infrastructure support initiative of the Australian government led by The University of Melbourne.

Camilla Baker

Account Executive, ABC Bullion (a Pallion company)

Camilla is a senior account executive at ABC Bullion, Australia's largest independent bullion dealer. She's had over 20 years of experience in various service management roles in the most customer centric brands in the country: Lexus, Esprit, Sportsgirl, David Lawrence and Country Road. She has a particular interest in winning over challenging clients and her simple yet powerful observation to success in relationships and service excellence: Regardless of how full or difficult one's life may be, you can always do something to help!

Nishant Rao

COO at Freshdesk

As COO, Nishant is responsible for scaling and transforming Freshdesk into a global SaaS powerhouse. He oversees all non-R&D aspects of Freshdesk's operations, which includes channel sales, customer success, facilities, finance, HR, legal, presales and sales. Before joining Freshdesk, Nishant was Managing Director, LinkedIn India & South Asia, where he played a pivotal role in scaling their team in India. Nishant energizes himself by spending time with his family and his work family (the Freshdesk team) and is an avid sports and movie buff.

Andrew Rogers

CIO at Pooled Energy

After studying Civil Engineering at UNSW Andrew co-founded web hosting provider Anchor and grew it to 50+ team that now supports some of Australia’s major online retailers. He went on to co-found BuiltWith.com, a big data company that tracks the technology used to construct websites globally and counts many of the worlds biggest technology firms as clients. He is currently the CIO of Pooled Energy, an IoT startup and electricity retailer that connects swimming pools to the Internet to deliver improved management and reduced energy consumption. Andrew is an active supporter of the startup community through involvement in Startmate, Blackbird VC and MuruD.


Registration for The Customer Happiness Tour 2016: Sydney has ended.

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  • Sofitel Sydney Wentworth
  • Brisbane Room
  • 61-101 Phillip Street
  • Sydney NSW 2000
  • Australia