As organisations race to embrace artificial intelligence, one question has never been more important: Are we still designing for customers or simply for code?
At this year’s CX Retreat run by Ashton Media, Strativity Group is proud to be a sponsor of an event that brings together some of Australia’s most progressive CX leaders.
Our very own Director, Campbell (Cam) Packer, will deliver a session that goes straight to the heart of the conversation, redefining the future of customer experience: “How to Avoid the Risks of Becoming AI-Centric Instead of Customer-Centric.”
Drawing on his work with leading brands such as Miele, BlueScope, Nissan, Equifax, Pfizer and Bunnings, Cam will explore how to harness the power of AI without losing the empathy, ethics and human understanding that define exceptional experiences.
His session will unpack:
- Understanding the AI trap, when efficiency overshadows empathy.
- Putting customers before technology, keeping purpose at the centre of progress.
- Combining empathy, evidence and algorithms, balancing intuition with intelligence.
- Governance and guardrails, creating accountability in intelligent systems.
- Moving from intent to action, translating ideals into real change.
In a world increasingly driven by automation, Cam’s message is clear: innovation should never outpace understanding.
From Conversation to Capability
At Strativity, our purpose is to help organisations stay customer-centric, combining insight, design and activation to drive measurable impact.
Our participation at the CX Retreat 2025 reflects that mission. And it’s the same philosophy that underpins our Customer Experience Management (CXM) Certification Program, returning to Sydney on 10–11 November.
While Cam will be representing Strativity at the CX Retreat, his co-host George Bej will lead this upcoming CXM Certification. Across two immersive days, participants will learn how to:
- Build a sustainable culture of customer-centricity.
- Apply practical design and measurement frameworks.
- Translate customer insight into business results.
It’s where purpose meets practice, helping CX leaders move from intent to impact.
Leading the Change
As AI redefines the experience landscape, the real competitive advantage lies not in adopting the newest technology, but in using it to enhance human connection.
Whether you’ll be joining us at Ashton Media’s CX Retreat 2025 or stepping into the CXM Certification Program in November, the message is the same:
The future of customer experience will be led by those who know how to keep humanity at the centre of transformation.
