“I knew we had hit the jackpot. As soon as I saw Monique facilitate her first training session.”

MONIQUE’S RESOURCES

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Foundation

COMING EVENTS

NOW IN IT’S THIRD SUCCESSFUL YEAR!

A day dedicated to celebrating, inspiring, and empowering those who serve others.

In a world where service excellence makes all the difference, this event honours the people who make it happen - from frontline and support teams to organisational leaders.

Join us for a day where YOU are the special guest.

Our theme for this year:

CUSTOMERS AT THE HEART - HOW TO BUILD A CUSTOMER-CENTRIC CULTURE’

Friday, November 14, 2025

Ritz-Carlton Melbourne

9:00am - 5:00pm

SPACES ARE STRICTLY LIMITED

The intimate setting that makes this event so valuable also means seats will fill quickly.

We can't wait to continue this journey of growth and connection.

EARLY BIRD SPECIAL – BOOK BEFORE JUNE 30 Book now and enter to win a $1,000 Ritz-Carlton accommodation voucher!

Book your tickets here

Download Brochure

Monique’s conference was such a joyous and beneficial experience. What an inspiring day full of helpful takeaways and motivation to continue to strive for customer service excellence.

Katharine Mullins, Customer Experience Lead, Melbourne Cricket Club (MCC)

This was a valuable day of learning and connection. So much fun too!

Rachel Krunic, Head of Customer Connect, Boroondara City Council

A well organised day at the perfect venue. Wonderful recognition for our team and helping their personal and professional growth.

Marina Condic, Head of Sales, JAS Stephens

Monique lives and breaths customer service - her enthusiasm is contagious and you can't help but take on her passion when you walk away to improve on the experiences of your guests and staff.

Rebecca Marino, Learning and Development Partner, Adelaide Oval

SOME FEEDBACK FROM 2024 DELEGATES

Join us for an UNFORGETTABLE day

Customer service isn't just a department—it's the foundation of organisational excellence.

Do you struggle with:

Getting everyone in your organisation to genuinely care about customers?
Breaking down silos that create fragmented customer experiences?
Maintaining consistency in your service across different departments?
Helping internal teams understand their role in the customer journey?
Engaging employees who believe "customer service isn't my job"?

Join leaders and professionals from across sectors for an immersive day that will fundamentally transform how your organisation builds a customer-centric culture to drive tangible results.

WHO NEEDS to be here?

Everyone who impacts your customer experience:

Leaders looking to drive organisational change
Frontline teams who represent your organisation
Internal teams who support customer-facing operations

When your entire organisation puts the customer at the heart of what they do, the results are extraordinary.

EXPERIENCE EXCELLENCE while learning to create it

The venue itself is part of your education. As you experience The Ritz-Carlton’s legendary service culture, you’ll be simultaneously learning how to replicate this level of excellence in your own organisation.

WHAT YOUR DAY INCLUDES - a personalised experience

A full day of inspiring and engaging speakers
Carefully curated moments of connection, inspiration, and delight
Gourmet lunch and refreshment breaks throughout the day
Exclusive prizes and giveaways
Practical toolkits and frameworks you can implement immediately

This day is customer experience in action - an event that practices what it preaches!

BOOK YOUR TICKETS HERE

LEARN from industry experts

Monique Richardson

Your host and global keynote speaker

Monique is a renowned author and service leadership expert who has transformed service cultures in organisations worldwide. She provides the practical blueprint in her keynote "How to Build a Customer-Centric Culture" with specific strategies you can implement immediately.

Peter Baines OAM

Guest keynote speaker

Drawing from 22 years in the NSW Police leading teams through terrorism responses and natural disasters, Peter has mastered the art of service-focused leadership. After heading international teams following the 2004 Boxing Day Tsunami, he founded Hands Across the Water, which has raised over $30 million for Thai children. His approach to leadership—tested in the most challenging environments—centres on creating meaningful connections and serving otherss.

Expert Panel

Our expert panel features leaders and professionals who've successfully built and contributed to customer-centric cultures across commercial businesses and local government—authentic stories with proven results and practical challenges overcome.

BOOKS

World Class Service

101 Ways to deliver exceptional customer experiences
$34.95
"This is so much more than a book, it’s Monique’s highly sought after recipe for customer success."
– Asher Nowlan, Diversity and Inclusion Lead, MCC (Melbourne Cricket Club)

Buy Now
They Serve Like We Lead

How to take care of your people so they take care of your customers.
$29.95
Leadership has the single biggest impact on customer experience.
“A great customer service strategy starts on the inside with your employees. This book is a must read for every leader in customer service.”
- Shep Hyken, New York Times bestselling author of The Amazement Revolution

Buy Now
Managing Difficult Customer Behaviour

A Practical Guide for Confident Conversations.
$15.95
“During these unprecedented times and as customer expectations continue to rise, unfortunately so does customer aggression. Monique has captured a practical guide to build confidence at the frontline level, to see every customer as an opportunity to build resilience. A necessary handbook for any retail worker or leader. ”
- Paul Zahra, CEO Australian Retailers Association

Buy Now