Small Business Month '26 | Seeing Through Your Customer's Eyes | 29 Oct
Welcome to Small Business Month: Seeing Through Your Customer's Eyes
Customer service is more important than ever as a way to keep and win customers.
Some staggering facts emerge from Australian customer research undertaken by hello22.ai:
- consumers spent more than 123 million hours on hold in 2024-2025
- 79% say they'll take their business elsewhere after a poor /slow service experience
- 82% expect phone support to respond in under 2 to 3 minutes
- In small business: AI adoption is real - but uneven
Seeing Through Your Customer's Eyes
This session presents an opportunity to explore how culture, context and lived experience shape service needs - and how small, well-placed interventions can improve outcomes.
The evening will include a facilitated panel discussion around:
- Customer Context — understanding who your customers are.
- Service Trajectories — understanding their experience over time.
- Customer Needs — recognising the help, service, support or care required.
- Critical Moments — identifying where small interventions matter most.
- Practical Innovation — improving services without major investment.
- Insight Activation — turning customer understanding into action.
Dr Moira Scerri
Dr Moira Scerri is a Senior Lecturer at UTS Business School, specialising in service innovation and complex sociotechnical systems. Her research explores how culture, context and lived experience shape customer needs. Drawing on extensive industry experience, she helps businesses translate customer insights into practical improvements that strengthen services and outcomes.
Andrew Wilson who has recently joined the Global Council for Responsible AI as a Responsible AI Advisor.
Key event sponsors
Agenda
5.30 - 5.45 Welcome and Introduction
5.45 - 6.15 Keynote Presentation
6.15 - 6.30 Interactive Q & A
6.30 - 7.30 Networking/ Close
Here are some images from our recent networking events
Remember Members and Guests are welcome to attend.
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This Chamber of Commerce is actively involved in advocating for businesses, providing access to training opportunities, identifying collaboration opportunities and supporting businesses by providing access to information and local and government support.
Membership Counts
Members and Non-Members can participate in our events and programs.
A strong Chamber needs strong Membership.
If you are not yet a Member join online and start taking advantage of our Member Growth and Concierge services to grow your network & business even faster.
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Add to this:
* Subject to application & availability |
Other Coming Events
Sponsor Members
aEX Institute | ANZ Business Banking | Bank of Sydney | BIDLOGIQ | Corporality Global | De Lorenzo Haircare | Forvis Mazars, Sydney | Juris Techne | Realise Business | Resly
Corporate Members
Castlereagh Boutique Hotel | The Langham Sydney | Optus Enterprise & Business | Volt Edge Sydney
Images
Date and Time
Thursday Oct 29, 2026
5:00 PM - 7:30 PM EST
Thurs 29 Oct 2026
5.30 pm - 7.30 pm
Location
Dr Chau Chak Wing Building
The Oval Room
UTS Business School (Building 8)
Level 2, 14-28 Ultimo Road, Haymarket
Fees/Admission
Printed courtesy of www.cbdsydneychamber.com.au/ – Contact the CBD Sydney Chamber of Commerce Limited for more information.
8 Chifley Square (corner Phillip St & Hunter St), Sydney, NSW 2000 – 02 9350 8103 – membership@cbdsydneychamber.com.au