CCWinter Day Two Conference Agenda

9:00 am - 9:05 am Chair’s Opening Remarks |

Laurence Fonsdituri - Former - Head of Customer Care, QuiteLike & Swaggle, Coles Group

Laurence Fonsdituri

Former - Head of Customer Care
QuiteLike & Swaggle, Coles Group

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9:05 am - 9:45 am Panel Discussion | Employee Experience & Customer Experience: Balancing the Two for Excellence

Eleni Miller - General Manager, Customer Sales & Service, APT Travel Group
Craig Mendel - Senior Manager - IT Customer Experience, Uniting
Netna Johnstone - Operations Program Manager, Chemist Warehouse
Damian Purvis - Customer Service Team Lead, Meridian Energy

Achieving excellence requires a harmonious balance between employee experience and customer experience. This panel will explore strategies for fostering a positive workplace environment that empowers employees while simultaneously enhancing customer satisfaction. Attendees will gain insights into aligning employee engagement initiatives with customer-centric goals, with key takeaways including practical approaches to creating a supportive culture, boosting productivity, and driving superior business outcomes.

Eleni Miller

General Manager, Customer Sales & Service
APT Travel Group

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Craig Mendel

Senior Manager - IT Customer Experience
Uniting

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Netna Johnstone

Operations Program Manager
Chemist Warehouse

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Damian Purvis

Customer Service Team Lead
Meridian Energy

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9:45 am - 10:15 am Flybuy Case Study | Tech Transformation Tales: Enhancing Experiences and Cutting Costs in the Contact Centre

Claudia Grinzi - Head of Member Services, Flybuys

Claudia Grinzi

Head of Member Services
Flybuys

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10:15 am - 10:55 am Panel Discussion | Balancing Tech and Human in Customer Operations

Laurence Fonsdituri - Former - Head of Customer Care, QuiteLike & Swaggle, Coles Group
Greg Hodge - General Manager Strategic Initiatives, Johns Lyng Group
Craig Mendel - Senior Manager - IT Customer Experience, Uniting

Integrating technology with human touch is crucial for effective customer operations. This panel will examine strategies for achieving the optimal balance between automation and human interaction to enhance customer service. Attendees will gain insights into leveraging technology to streamline processes while maintaining personalised and empathetic customer interactions, with key takeaways including best practices for blending tech-driven efficiencies with human-centric approaches to deliver exceptional customer experiences.

Laurence Fonsdituri

Former - Head of Customer Care
QuiteLike & Swaggle, Coles Group

See Bio

Greg Hodge

General Manager Strategic Initiatives
Johns Lyng Group

See Bio

Craig Mendel

Senior Manager - IT Customer Experience
Uniting

See Bio

10:55 am - 11:30 am Morning Networking Break |

11:30 am - 11:50 am Bendigo & Adelaide Bank Quickfire | From Headsets to Headspace: Contact Centre Leadership in the age of AI

Megan Papadopoulos - General Manager of Customer Contact, Bendigo & Adelaide Bank

Forget headsets and canned responses, the modern contact centre leader needs a potent mix of hard skills and soft magic! This session dives deep into the evolving skill set required to navigate the wild frontier of digital transformation. We'll explore how to balance the operational excellence demanded by day-to-day operations, with the strategic foresight needed to successfully implement AI-powered solutions.

Leave with the inspiration to transform your contact centre from a reactive department into a proactive powerhouse, where innovation meets empathy, and data drives strategic decision making.

Megan Papadopoulos

General Manager of Customer Contact
Bendigo & Adelaide Bank

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11:50 am - 12:30 pm Panel Discussion | Enhancing Employee Success with Technology Integration

Eleni Miller - General Manager, Customer Sales & Service, APT Travel Group
Sue Coe - Head of Operations, RedHealth Independent Medical Assessments
Damian Purvis - Customer Service Team Lead, Meridian Energy
Song Yeap - Customer Channels Lead, Barwon Water
Kate Small - Senior Lead for Global Program Health & Development, Cash App

Achieving employee success in the modern workplace requires a careful balance of technological tools and human resources. This panel will explore strategies for integrating technology to support and enhance employee performance, productivity, and satisfaction. Attendees will learn about the latest tech trends and tools that can empower employees, along with methods for ensuring that human skills and relationships remain central, with key takeaways including actionable steps for fostering a supportive and efficient work environment.