01 / Review
Separate progress from wishful thinking
Hear what actually worked in 2026 and what did not.
Online panel discussion
2026 Year In Review, Forecasts, Predictions, Expectations and Reality
Join David Stone from Omilia, Ben Sochan from SS&C Blue Prism and Stacey Tomasoni, a COO-level executive and former Managing Director, Managed Operations at Datacom, facilitated by Chris Borg from Customer Science, to compare 2026 forecasts and predictions with what actually happened.
Thursday 10 December 202612:00–1:00 pm AEDTOnline via Microsoft Teams
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The challenge
Look back before you look forward.
Come and listen to a panel of industry practitioners compare their forecasts and predictions for 2026 with what actually happened.
Join David Stone from Omilia, Ben Sochan from SS&C Blue Prism and Stacey Tomasoni, a COO-level executive and former Managing Director, Managed Operations at Datacom, facilitated by Chris Borg from Customer Science, for an honest, interactive conversation about the year that was.
Does this sound familiar?
- Your 2026 plans relied on forecasts that did not all land.
- Some initiatives moved faster than expected. Others stalled.
- Gaps in data, process, people or investment only became clear in hindsight.
- Some expectations now look like wishful thinking.
- 2027 planning is starting with the same assumptions.
Join us on 10 December for an honest review of what 2026 delivered.
Register for the panelWhat you’ll learn
Take an evidence-based view into 2027.
Hear what worked, what did not, and what the year’s experience means for next year’s decisions.
02 / Learn
Learn what caught others out
Listen to real customer stories from the front, middle and back office.
03 / Plan
Plan 2027 on evidence
Take an honest view of 2026 into next year’s decisions.
Who should attend
For leaders responsible for service delivery, operations and transformation.
No technical background is required.
- Executives and Heads of Service
- Customer service, CX and contact centre leaders
- Operations, shared services, automation and transformation leaders
Look back before you look forward
Start 2027 with an honest view of the year behind you.
Leave with a clearer view of what 2026 delivered and what to take into your 2027 planning.
Look back before you plan ahead.
Join the Customer Science panel on Thursday 10 December 2026, 12:00–1:00 pm AEDT.
Thursday 10 December, 12:00–1:00 pm AEDT. Online panel discussion.
Register