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 4th 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.

Why the Exchange is Different

1:1 Business Meetings

Take part in one-to-one private business meetings with data and analytics solution providers that can help you navigate your biggest challenges.

5 Star Venue

Take 2.5 days out of the office to not only learn, but also to relax and brainstorm in luxury at a resort in Gold Coast. Bonus: Accommodation is waived for qualifying attendees.

Mix & Mingle

Because of the unique structure of the Exchange, networking is more productive with shared challenges, insights and goals during scheduled activities.


Customise your agenda by pre-selecting from over 25 crafted sessions reflecting the strategic issues senior data & analytics executives have identified as priorities.

Project Analysis

Your specific challenges are put under the spotlight and unpacked by peers and experts through outcome based group discussions.


The Exchange gathers only 50 top tier Head/Director/General Manager of Contact Centre from ASX 200, multi–nationals and the largest government agencies, so you can forge relationships with executives of the highest credentials.



Kristy Canning

Kristy Canning

Head of Contact Centre & Retail Network

nib Health Funds

Craig Mendel

Craig Mendel

Head of Customer Success and Support


Belinda Seedsman

Belinda Seedsman

Head of Service Operations


Tawanda Mundangepfupfu

Tawanda Mundangepfupfu

Head of Acquisition – Contact Centre Operations


Jen Rufati

Jen Rufati

General Manager – Operations Management Division

Service Australia

Ria Leason

Ria Leason

General Manager Contact Centres

Allianz Worldwide Partners

Kate Fowler

Kate Fowler

Assistant Commissioner – External Service Delivery and Strategy


Vince Santamaria

Vince Santamaria

Contact Centre Manager


Free Content

Creating Four Pillars of Strategy to Influence Cultural Excellence and Multi Skilled Agents

The REA Group have implemented four pillars of strategy into the core of the business to create an agile customer experience centre.

2019 Post Show Report 

How to speak to the right people at the right time (executives with active requirement to invest in solutions in the next 12 months)...

Post Show Report - Contact Centres Leaders Exchange 2018

With the workforce digitalising at an exponential rate, and customer expectations increasing alongside it, A/NZ’s Contact Centre leaders are being forced to rethink the way their organisations...

CCW Market Study: The Future of the Contact Center in 2019

New metrics, channels, technologies and ideas are forever changing how we run customer contact centers...

Secure Your Place at the Exchange

If you are interested in attending, contact our Audience Development Team!