4-5 March, 2026 | Sydney, Australia
Where Real Engagement Meets Real Opportunity
CCWinter Day One: Wednesday, August 13
9:00 am - 9:05 am
IQPC Opening Address |
Alexandra Craggs -
CX Portfolio Director,
IQPC
9:05 am - 9:10 am
Chair’s Opening Remarks |
Laurence Fonsdituri -
Former - Head of Customer Care,
QuiteLike & Swaggle, Coles Group
9:10 am - 9:50 am
Panel Discussion | Driving Innovation in Contact Centres: Strategies for Success
Jen Harding -
General Manager Engagement Education and Advice,
HESTA
Toby Ellis - Head of Customer Success, AMP
Christopher Douglas - Regional Director – Member Experience, Asia Pacific, Accor Plus
Christine Inkster - Manager Student Engagement and Customer Service, TAFE SA
Innovation is key to the evolution and success of modern contact centres. This panel will discuss cutting-edge strategies for driving innovation in contact centres, from leveraging new technologies to enhancing agent performance and customer experience. Attendees will learn about the latest trends, tools, and techniques to optimize contact centre operations, with key takeaways including actionable insights for improving efficiency, customer satisfaction, and overall business performance.
9:50 am - 10:20 am
Behind the Scenes: Building AI That Delivers — The Dialpad Story
AI development is rarely a straight path, and Dialpad’s journey has been no exception. In this session, we’ll take you behind the scenes of Dialpad Ai’s evolution—unpacking surprising twists, unexpected challenges, and the insights that reshaped our roadmap. Through real development stories, data-driven learnings, and key breakthroughs, you’ll gain a deeper understanding of what makes Dialpad Ai unique and why true innovation happens when assumptions are challenged.
Sponsored by: Dialpad
10:20 am - 10:40 am
Great Southern Bank Quickfire | Delivering Operational Excellence
Anthony Nguyen -
Senior Manager: Platform & Enablement,
Great Southern Bank
In this session Great Sothern Bank will share how they have focused on operational excellence to transform the customer experience.
10:40 am - 11:10 am
Powering Voice of the Customer
Sponsored by: Sprinklr
11:10 am - 11:40 am
Morning Networking Break |
11:40 am - 1:10 pm
IDG A | Rethinking Contact Centre KPIs: The Process Mining Advantage
Kunal Rahalkar -
CEO,
Data GMZ
Sarvesh Jerath - COO, Data GMZ
In a world where traditional dashboards only tell part of the story, contact centres are reimagining how they measure success. Process mining offers a deeper, data driven view of actual workflows revealing the hidden inefficiencies, broken journeys, and performance gaps that traditional metrics often miss. By mapping every interaction as it truly happens, contact centres can go beyond surface level KPIs to drive smarter decisions, boost operational efficiency, provide personalised learning to agents and deliver better customer experiences.
Sponsored by: Datagamz
11:40 am - 1:10 pm
IDG B | The Contact Centre of 2030: The Voice of the Future?
In an increasingly digital world, the human touch remains essential—especially when dealing with complex, emotional, or high-stakes customer concerns or sales and revenue opportunities. While automated experiences offer convenience, many customers still seek the empathy, clarity, and reassurance that a human voice can provide.
Voice AI technology is transforming the contact centre landscape. In this roundtable discussion, we'll explore the evolving expectations of customers, the changing role of the contact centre, as well as the growing adoption of Voice AI. The session will cover strategies to balance automation with authenticity in building the Contact Centre of the Future. Join us as we unpack the trends, technologies, and strategies reshaping voice experiences in customer service.
Sponsored by: Zendesk
11:40 am - 1:10 pm
IDG C | Falling in ❤… With The Problem (Before You Start Solving For It)
Sara Elmstrom -
Chief Executive Officer,
CXO2
David Vincent - Partner, CXO2
We know that where the experience happens isn’t where it starts. So often, we end up treating the symptom rather than the cause – but CX isn’t just a contact centre challenge; it’s a whole of organisation challenge. In this interactive session CXO2 will facilitate a discussion on how to slow down to speed up and make sure you’re working on the things that truly matter to your customers. Join us for great conversations about real life experiences and how our CX blueprint can help diagnose where the true causes are (and what you can do about it).
Sponsored by: CXO2
11:40 am - 1:10 pm
IDG D | Unlocking Insights to Transform Customer Service
Harold Rey P. Ladaran -
Chief Executive Officer,
Splace BPO
1:10 pm - 2:10 pm
Lunch Networking Break |
2:10 pm - 2:30 pm
Medibank Quickfire | Reinventing Customer Service – Locals Serving Locals
2:30 pm - 2:50 pm
Holmesglen Quickfire | From Customer Service to Customer Experience
Titus Peter -
Head of Student Recruitment,
Holmesglen
2:50 pm - 3:30 pm
Panel Discussion | Enhancing Workforce Utilisation: Balancing Remote and Office Workforces
Scott Cumming -
Senior Manager: Workforce Planning AU,,
AIA Australia
Kahlil Gray - Workforce Planning & Analytics Manager, Customer Engagement, Retail Markets, Alinta Energy
Sue Coe - Head of Operations, RedHealth Independent Medical Assessments
In today's dynamic work environment, balancing remote and office workforces is crucial for optimizing contact centre operations and effective workforce planning. This panel will explore the benefits, challenges, and best practices for integrating remote and in-office teams seamlessly, ensuring high productivity and employee satisfaction while aligning with strategic workforce planning goals. Attendees will gain insights into strategies for seamless communication and collaboration, leveraging technology to support hybrid work models, and managing performance and engagement across diverse work settings.
Kahlil Gray
Workforce Planning & Analytics Manager, Customer Engagement, Retail MarketsAlinta Energy
3:30 pm - 4:00 pm
Afternoon Networking Break |
4:00 pm - 4:40 pm
Panel Discussion | Diversity & Inclusion: Building Stronger Teams and Cultures
Renee Moore -
Customer Contact Director,
Bega Cheese Limited
Aneta Field - Senior Manager: Customer Support, honey insurance
Sean Richards - Head of Customer Care and Contact Centre, Meridian Energy
Creating diverse and inclusive workplaces is essential for fostering innovation and resilience. This panel will explore strategies for building stronger teams and cultures through effective diversity and inclusion initiatives. Attendees will learn best practices for promoting inclusivity, overcoming challenges, and leveraging diverse perspectives to enhance team performance and organizational success, with key takeaways including actionable steps for cultivating a more inclusive and dynamic work environment.
