Past engagements.

SCA (Vic) Symposium

Closing keynote · Marvel Stadium, Melbourne, 8 October 2026

The closing keynote for Victoria’s strata industry, to an audience of 600.

The Geelong Club business breakfast

Keynote · Geelong, 9 October 2026

Isabella’s keynote ‘Welcome to the Age of Empathy’ for directors and executives.

ACEM Day 2025

Keynote · Australasian College for Emergency Medicine

Isabella delivered the keynote ‘Transforming Member Experience’, translating customer experience thinking into member experience for a professional body.

Change Management Institute

Guest speaker, virtual event · South Australia chapter

Isabella guided members through embracing an enterprise-wide customer experience transformation.

LG Professionals SA Annual State Conference

Keynote · Adelaide Entertainment Centre

A keynote to 300 delegates from South Australian local government.

Local Government Professionals Australia, NSW

Conference keynote · Sydney

ARCA Credit Summit 2021

Virtual workshop · Australian Retail Credit Association

A 90-minute workshop for 200 members: ‘Hardship Implementation: Transforming Customer Experiences’.

LGPro Customer Experience Conference

Opening keynote and panel facilitator · August 2021

Isabella gave the opening keynote, ‘How to build Customer Centricity by Focusing on Employee Experience and Engagement’, a case study of the cultural transformation journey at the Department of Defence. She also facilitated a panel of the day’s speakers on the conference theme, ‘Outside In: How to build and scale customer centricity’.

Clariden ANZ Customer Advocacy and Complaints Resolutions Virtual Forum

Keynote · 19 to 21 May 2021

Her topic, ‘Transforming Customer Experience Through Driving Customer Advocacy and Complaint Resolution’, was presented to attendees across the Asia Pacific region.

LGPro Conference

Speaker · Future Ready: make the connection

Isabella gave an outsider’s perspective on what it will take for the sector to be future ready: ‘What’s next for councils?’

Acquia Engage Asia Pacific

Keynote · Asia Pacific conference

In ‘The Future of Customer Experience’, Isabella uncovered the drivers of customer expectations and the future direction of the CX industry, sharing real-life case studies, key market trends and technologies, and practical advice on applying data, analytics and operational changes.

Government Customer Service Summit

Presentation · The Future of CX

A deep dive into CX today, customer expectations and contact channels, employee experience in the workplace, and how new technologies are affecting CX.

Collins Booksellers Annual Conference

Presentation

Isabella covered understanding customers and customer segments, engaging customers across multiple channels, and strategic and tactical ways to grow a customer base, including the in-store experience.

YMCA CX Conference

Workshop

A four-hour workshop on the future of CX across contact channels, the technologies that augment it, and what YMCA’s customers want.

Genesys G-Summit

Roundtable facilitator and panel moderator · For Genesys’s Asia Pacific clients

Isabella facilitated three executive roundtables on CX strategy and how to align it to ROI, and moderated a panel on ‘Delivering Great CX Today and Into the Future’.

IT Service Management Forum CX Conference

Presentation · Love your customer: everything customer service

A presentation on the drivers of customer expectations and the future direction of the CX industry.

Verint annual conference

Panel chair · October 2017

Isabella chaired a CX panel in front of 900 delegates. Panel members included representatives from Optus and Westpac and a US thought leader.

ANZ Bank Marketing Strategy Day

Keynote · Sydney, September 2017

Keynote speaker at the strategy day for all of the bank’s 200 marketing staff.

LGPro Customer Service Conference

Keynote and panel member · For local councils

Isabella addressed the topic ‘Honing a customer experience strategy in your organisation’.

Clariden Digital Conference

Conference chair

Isabella chaired the conference and hosted speakers from organisations including Westpac, Telstra, the Office of Environment and Heritage, Intuit QuickBooks and Ansell.

Exceed Global CX Forums

Host · Quarterly

Panel discussions with CX professionals. In 2017, guest panellists included C-level clients from ANZ, Medibank, KPMG, EnergyAustralia, iSelect, ME Bank and NAB. Each of the four events was attended by 150 to 200 people.

Verint APAC Conference

Speaker · 2016

Two presentations: ‘Customer Experience Strategy’ and ‘Customer Journey Mapping’.

Interactive Intelligence Engage and Interactions conferences

Speaker and workshop facilitator · 2014 to 2016

‘Remote Working Strategies’ in 2014, a workshop on ‘Net Promoter Score: Beyond Scoring to Innovation and Best Practice’ in 2015, and ‘Technology Optimisation: Revolutionise your CX and Business’ in 2016.

Auscontact Annual Conference

Co-host · Sydney, 2015

Isabella co-hosted the two-day conference.

Aspect ACE conference

Speaker · Orlando

Isabella presented to more than 1,000 international delegates.

Marcus Evans International CX Conference

Conference chair

Isabella chaired the conference and hosted speakers from organisations including Zappos, Air New Zealand, the Department of Human Services, Telstra, iiNet and NAB.

TAFE NSW Staff Conference

Keynote

Keynote presenter for all TAFE NSW staff, about 500 people: ‘Transforming the Customer Experience from Good to Great’.

Quadient executive roundtable

Guest keynote · Sydney

A roundtable luncheon with senior leaders from AMP, CBA, Zurich, QBE, IAG, Suncorp, TAL, BT Financial and Citigroup.

Cummins

Keynote and workshop

‘Reimagine CX’ for the global power and engine manufacturer.