Reclaim Your Customer — Melbourne, June 2026

Customer loyalty isn't eroding by accident. It's eroding by neglect.

That was the provocation that brought together brand founders, industry leaders and tech partners in Melbourne for an afternoon of honest conversation about one of the defining challenges facing e-commerce brands right now.

Nearly 90 people filled the room. The conversations were practical, energising and — at times — refreshingly candid.

What the room explored

Brand affinity has never been harder to earn, or easier to lose. Across three panel discussions and an evening of networking, attendees explored the forces reshaping how brands build and sustain meaningful relationships with their customers — from shifting consumer expectations and digital saturation, to the growing role of AI, automation and personalisation.

A key theme throughout the afternoon was the tension between scale and connection. Technology offers more tools than ever to reach customers efficiently — but the brands that win loyalty will be those who use them to deepen, not dilute, the human experiences that matter most.

A few moments that stayed with us

"Most retention strategies assume the customer is already yours. But for first-timers and lapsed customers, the relationship never properly formed in the first place. Customer reclamation is a prerequisite to retention."

— Prav de Silva, The Thoughtful Agency

Christopher Fennell on agentic AI — use it to do the grunt work, so you can get back to the work that actually lights you up.

Phil de Winter on building Nala — loyalty isn't a program. It's what happens when you do right by your customer and actually listen. The community built itself from there.

Effie Katsaounis on building a brand — your greatest life is on the other side of your greatest fear.

Thank you

To everyone who came, shared and stayed for a glass of wine — thank you. This series only works because of the people in the room.

A huge thank you to our partners who helped make the day possible — Klaviyo · Yotpo · TikTok · Global-e · impact.com