Strategy, Technology, and Innovation for Contact Centre Leadership and Transformation

Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously.

To make things even more challenging, customers want businesses to know them and their preferences so they can deliver services in a way that best fits customers’ personal needs. And the experience needs to be fast, efficient and easy.

To be successful, Contact Centre Leaders need to effectively balance the personalisation of service against the cost of delivery, all while staying ahead of rapidly changing customer expectations.

Brought to you by the organisers of Customer Contact Week, the 3rd annual Contact Centre Leader’s Exchange is an invite-only event, focused on only the most senior decision makers for contact centres.

It’s where contact centre decision makers from across multiple industries come to share best practice in an intimate peer-to-peer format - and learn about the latest contact centre solutions through brokered high level meetings and interactive discussions.

Request an Invitation

View Draft Program

View 2018 Post Show Report

2019 Speakers

Daniel Cooper

Channel Lead - Customer Solutions
Spark New Zealand

Mark Baylis

Vice President, Customer Service and Digital Customer Engagement

Claire Johnston

Contact Centre Domestic and Complaints Executive

John Merritt

Head of Customer Care

Rebecca Russel

Head of Contact Centres
Air New Zealand

Jessica Thompson

General Manager Service - Business and Government
Australia Post

Christopher Douglas

Director Member Services - Pacific
Accor Plus

Sarina Pratley

General Manager Contact Centres
ANZ New Zealand

Chris Barnes

Head of Service - Consumer Direct
National Australia Bank

Sandy McIntosh

General Manager Member Service Delivery

Annie Ferguson

Assistant Commissioner CAS Individuals Service Centre
Australian Taxation Office

Phillipa Dobbin

Head of Customer Operations
Pepper Financial

Kate Bullock

Contact Centre Director
DHL Australia

Jeff Hamele

Head of Business Operations and Member Services - Velocity Frequent Flyer
Virgin Australia

Why the Exchange is Different


Access exclusively limited to Head/Director/General Manager of Contact Centre only from ASX 200, multi–nationals and the largest government agencies, so you can forge relationships with executives of the highest credentials.


Conference and discussion sessions led by absolute thought leaders sharing case studies, best practices and updates most relevant to your current priorities.


Access exclusively limited to Head/Director/General Manager of Contact Centre only from ASX 200, multi–nationals and the largest government agencies, so you can forge relationships with executives of the highest credentials.


Meet and compare all the industry leading solution providers relevant to your business needs in only three days in a productive format.


Your chance to discuss your organisational requirements, ask questions, and tailor solutions to your business needs.


Focused collaborative meetings with market leading solution providers and top-tier executives.


Each attendee is expected to be available for the full two-and-a-half days at the Exchange’s exclusive hotel setting, accompanied by two nights complimentary accommodation and meals. This guarantees almost 72 hours of valuable social engagement.


Every attendee will be profiled to ensure a personalised itinerary and customised experience.

Why Sponsor?

Speak to the Right People at the Right Time

Every attendee has to go through a 30 minute interview where they have to explain their planned investments over the next 6-12 months. This information is made available to you in advance to allow to prepare effectively. This ensures that your top sales people are speaking to the right people, at the right time.

Exclusive Senior Audience Only

  • Executive attendance from ASX 200, multi–nationals and largest government agencies only
  • Industry Leading Solution providers
  • Inspiring Speakers and Thought Leaders

Pre-arranged Business Meetings with Qualified Prospects

  • Sponsors identify and are matched with the clients they want to meet
  • Sponsors select 6-8 Attendees with whom to have private one-on-one meetings during the Exchange
  • Sponsors will get the opportunity to offer relevant solutions to top prospects
  • Build relationships with industry leaders who can make critical decisions on the future of their contact centre transformation

Delegate Profiling

  • Every attendee will have a personalised itinerary for the full two days tailored to their business needs
  • To make this happen, all delegates will be profiled beforehand by our expert Delegate Acquisition Director

Exclusive Retreat-style Format

  • Each attendee is expected to be available for the full two-and-a-half days
  • Attendees will receive complimentary accommodation and meals at the Exchange’s exclusive hotel setting
  • This guarantees almost 72 hours of valuable social engagement

The Exchange Format


Pioneering industry speakers, capable of ifiluminating opportunities for business transformation address the whole audience at the open and close of each day.


Delegates often tell us that the new network of contacts they form is one of the most valuable ongoing benefits of their participation. Because of the unique structure of the event the networking is not accidental and the shared problem solving results in a depth of contacts impossible to achieve at other events. With the combination of solution providers, speakers and delegates sharing their information and services, the exchange of contacts and ideas continues long after the event.


Each 30 minute meeting is set with the goal of exploring solutions to current challenges and examining the potential for future business partnerships. Consultative meetings are scheduled at the request of delegates and solution providers subject to business requirements and are the perfect opportunity to meet in a relaxed environment.


Exchange discussions move beyond the talk... by combining innovative experience, positive trends are kicked into action, failing trends are terminated and visions are created along with plans for implementation. Your particular issues are put under the spotlight and with an open mind you can embrace the potential solutions that will emerge through group discussions.

Attendee Qualification Criteria

We qualify all attendees on job function, strategic responsibility, and budgeting authority to ensure you’re guaranteed to meet and engage with an elite group within the contact centre industry.

To learn more about our Attendee Qualification Criteria, please get in touch with us below!

Enquire as a Delegate

Mary-Sorrel Avenoso

Advisory Services Manager
02 9229 2541


Enquire as a Sponsor

Collin Lawrence

Partnerships Director 
+61 452 642 426


Sponsor Testimonials

We have been successfully running exchange events internationally for several years. The video below will give you an insight into why the format is so highly regarded by both solution providers and end users.

Sponsors & Exhibitors
Media Partners