Conference Day Two: Friday 28 February 2020

8:00 am - 9:00 am Coffee and Registration

9:00 am - 9:15 am Day Two: Welcome address from the Chairperson

Simon Banks - Author, Artist and Innovation Expert, Simon Banks

Simon Banks

Author, Artist and Innovation Expert
Simon Banks

  • Understanding contact centre data: what data is available, what can be collected and how can it be used to provide a more value-led customer service
  • Omni-channel integration – will the contact centre become the pulse of customer insights and analytics?
  • The integration challenge: How do we merge our Knowledge Management Systems data into our existing chatbots for that sophisticated, conversational communication
  • What will the developments in AI mean for creating a future-ready workforce in the contact centre?


Bora Wiesmann

Regional Manager APAC


Paul Classens

Head of Contact Centres


Lawrence Mitchell

Sumo Salad

Simon Banks

Author, Artist and Innovation Expert
Simon Banks

9:45 am - 10:15 am Blending AI, Gamification and Millennial Recruitment Techniques to Drive Employee Experience and Customer Experience

Arthur Nowak - Senior Vice President, Asia Pacific, TTEC


Arthur Nowak

Senior Vice President, Asia Pacific

10:15 am - 10:45 am Breaking Down AI: Using Machine Learning and AI to Enhance the Customer Experience

Jimmy Wu - Insights, Advanced Analytics Manager, The Coffee Club

  • Integrating digital logon and contact centre data to highlight self-service gaps
  • Determining ways to link customer interactions with new technologies for that seamless customer service strategy
  • Discovering new methods of training new and rising agents to become more proactive, and how this is key to improving your CX


Jimmy Wu

Insights, Advanced Analytics Manager
The Coffee Club

10:45 am - 11:05 am Coffee and Networking Break

11:20 am - 11:50 am Scaling a Customer Centric Culture

Cameron Adams - Director, NICE

Cameron Adams



Introducing your Peer-to-Peer Brain Trust Knowledge Clinics: Tried and Tested

Back for the second day – you will you hear peer-to-peer led case studies and best practice; you will also receive focused thought leadership and insight into the future of CX and contact centres in Australia

Clinic One

11:05 am - 12:10 pm Providing Close Collaboration with Offshore Teams: Responding and Handling Complex Enquiries in the Wake of Digital Innovation
Matt Penman - General Manager Customer Service, Auto General Australia
  • Designing training workshops to ensure branding and customer service messaging is aligned throughout the organisation
  • Working with the right providers for your organisation to reflect brand value
  • Ensuring consistency in VOC and NPS across both offshore and in-house teams

Matt Penman

General Manager Customer Service
Auto General Australia

Clinic Three

11:05 am - 12:10 pm Building New and Existing Interfaces that Remain Useable for all Customers, and Every Demographic
Lara Atechian - Head of UX, Booktopia
  • Delivering on systems usability so that your websites and networks are easy to use, accessible and relatable to everyone
  • Driving unexpected sources of collaboration within your data, digital and CX team
  • Determining new analytics tactics to drive an effective customer experience strategy

Lara Atechian

Head of UX

Clinic Four

11:05 am - 12:10 pm Human Centred Design: Using Service Design Principles to Develop Business Models and Understand your Customer
Megan McDonald - Group Manager, Product, World Vision Australia
  • Using human centred design principles to recognise customer trends and redevelop your business structure
  • Understanding your audience by amalgamating the right data to improve customer retention
  • Implementing human centred design within the wider organisation through staff training and development

Megan McDonald

Group Manager, Product
World Vision Australia

Clinic Five

11:05 am - 12:10 pm Utilising Strategic Workforce Planning to Drive CX Initiatives within the Broader Organisation
Kerri McCaww - Head of Workforce Planning, NIB
  • Using the language of business process excellence to help organisations navigate scale, CX and cost challenges
  • Creating self-healing capabilities required for an organisation to embed operational excellence within the contact centre
  • Aligning people and strategy to optimise customer interactions and achieve higher results

Kerri McCaww

Head of Workforce Planning

Clinic Six

11:05 am - 12:10 pm Transforming customer service into a strategic CX framework: The steps involved for creating a holistic customer strategy
Catherine Drinkwater - Customer Experience Strategy Manager, City of Gold Coast
  • Reviewing existing metrics and targets to meet customer expectations
  • Using journey mapping to understand where your CX journey needs to go for improved ROI
  • Implementing new technologies and service strategies

Catherine Drinkwater

Customer Experience Strategy Manager
City of Gold Coast

Clinic Seven

11:05 am - 12:10 pm Contact Centres 101: Developing and Reimagining the Contact Centre from Scratch to Build a Culture and Business of Innovation
Malcolm Angell - Head of Contact Centre, LGIA Super
  • Bringing structure and direction to the contact centre 
  • Understanding your end-to-end customer journey through VOC and key metrics
  • Determining the key solutions that need to be employed to grow your contact centre

Malcolm Angell

Head of Contact Centre
LGIA Super

Clinic Nine

11:05 am - 12:10 pm Reimagining the Customer Experience within Quality Assurance: How Can QA Teams Leverage Design Thinking for a Holistic CX Strategy
Carl Gribble - Member Experience Design Manager, RACQ
  • How do we utilize quality assurance for more than just compliance purposes to train and develop internal teams
  • Providing a holistic customer strategy through the implementation of design thinking principles 
  • Leveraging internal stakeholders and departments within the wider business to provide an effective customer delivery strategy 

Carl Gribble

Member Experience Design Manager

Clinic Ten

11:05 am - 12:10 pm Virtual Agents: How Do We Seamlessly Integrate This Into Our Contact Centre?
Lucas Karchinsky - Executive Manager, Call Centre Operations and Business Solutions, Life Flight Foundation
  • Utilising virtual agents within the contact centre to streamline processes
  • Training teams to utilise new technology platforms to assist in consumer interactions
  • Investing in new interactive channels to improve the customer experience

Lucas Karchinsky

Executive Manager, Call Centre Operations and Business Solutions
Life Flight Foundation

12:10 pm - 1:10 pm Lunch and Networking Break


1:10 pm - 1:45 pm Flexible Working: Building Resilience Capabilities and Emotional Fitness Testing for New Starters
Tim Buzza - Innovation Lead, IAG
With 65,000 employees all handing customer enquiries at different stages of the logistics process, Jessica Thompson will present how Australia Post is redefining the way they operate their contact centres.

With increasing competition and demand to ensure each customer interaction has value, recruiting the right person is critical for the future of your contact centre. 

Building resilience capabilities and emotional fitness testing is one way Australia Post is improving the hiring process. They’re doing this through identifying the social and risk factors behind each new starter, as well as determining the operational output behind training teams.

  • Employing new strategies within your contact centre to hire and retain the right agents
  • Improving attrition rates through effective cost and business planning
  • Determining new hiring and cultural strategies to attract millennials


Tim Buzza

Innovation Lead


1:45 pm - 2:20 pm Going from EX to CX at the ATO: The Steps for Engaged, Authentic Contact Centre Agents that Hits the X Factor for Employees and Customers
Kate Fowler - Assistant Commissioner, Australian Taxation Office
In a market driven by consumer choice and the need to resolve enquiries in a timely manner, contact centre leaders today must adapt when it comes to communicating with their clients.

The first step? Agent engagement. 

With the implementation of Single Touch Payroll in 2019, Assistant Commissioner of the ATO Kate Fowler, will present on the journey and challenges behind having more complex customer interactions in a company that has always been transactional.

It is here we will discuss ways to maintain brand connection for your customers, and how an effective CX strategy lies in your contact centre workforce.

  • Training teams to bond with customers over the phone
  • Going from transactional to relationship with new and existing customers
  • Working with the right outsourcing partners that can reflect a strong brand and customer values


Kate Fowler

Assistant Commissioner
Australian Taxation Office


2:20 pm - 2:55 pm Onstage Interview: The Dynamic Customer Connection: How Energy Queensland is Redefining Emotional Intelligence to Set their Leaders for Success
Carly Irving - General Manager Customer Market and Operations, Energy Queensland
At Energy Queensland the central factor that defines their contact centre and CX operations is the leadership team. Overseeing over 600 people in her department alone, Carly Irving, General Manager of Market and Customer Operations, will discuss the importance strong leadership plays within her business today.

The results of this? By driving effective leadership, they have managed to boost VOC results from 6 to 6.7 out of 10, seeing continuous increase year on end.

This spotlight interview will see Carly discuss how they’re spending the next 12 months shifting the mindset and behaviours for their leaders to develop effective customer solutions 

  • Improving team culture and motivation through a positive physical environment
  • Setting up resilience and mentorship programs to have the right leaders training teams
  • Going from relationship to transactional: Merging CX with leadership capabilities to drive customer loyalty


Carly Irving

General Manager Customer Market and Operations
Energy Queensland


1:10 pm - 1:45 pm Best practices for contact center design and operation
Mark Hannan - Senior Account Executive - Contact Centre Specialist, Twilio
With the latest advances in software development that are making the build process easier than ever, we are observing customers succeed with new approaches to contact center design and operation. From ideation of the customer journey through to report designs, we are seeing increased collaboration between contact center managers and software engineers as they craft differentiated customer experiences. We are observing more agent engagement and empowerment as they weigh in on user interface design. And we are seeing a greater appetite for experimentation as customers constantly adjust to stay ahead of changing customer expectations. Join us to learn more about these exciting new practices in contact center management.

Mark Hannan

Senior Account Executive - Contact Centre Specialist


1:45 pm - 2:20 pm Cyber Security and its Threats: Delving into the Conversation of Personalisation and Technology Versus Privacy
Tim Powell - National Contact Centre and Operations Manager, Teachers Mutual Bank
The foundation of most CX strategies has been the power of personalization and tailoring products and experiences to the needs of the customer. But two issues threaten this: increasing regulatory and legal restrictions on customer data, as well as the rising concerns of security breaches for consumers.

This session will delve into the changing nature of data privacy and the key techniques contact centres can employ to secure their systems and improve their centres from a cyber-security standpoint

  • Understanding how to monitor customer patterns and interactions without breaching data
  • Training teams and customers in security breaches to ensure their information always remain secure
  • Creating clear trust and transparency with customers to ensure a positive customer experience


Tim Powell

National Contact Centre and Operations Manager
Teachers Mutual Bank


8:00 am - 8:30 am Onstage Interview: Building Emotionally Engaged Digital Assistants to Drive Customer Experience and Grow Service Centres
Chris Barnes - Head of Consumer Service, National Australia Bank
Shyamala Prayaga’s job is a little different to your own. Working with Ford Motor Company to implement autonomous vehicles, she’s currently working hand in hand with the chatbot, voicebot and customer service team to improve the customer experience.

Focusing on customer happiness, Shyamala will discuss the tricks of the chatbot trade. 

First example? 

How she’s developing emotionally engaged digital assistants through the use of effective copy writing, conversational commerce and omni channel voice assistants.

  • Designing a flexible and collaborative business structure where teams can bring collaboration to the forefront
  • Understanding the key pillars that define business agility to improve operating processes
  • Designing a conversational interface to meet customer expectations
  • Exploring voice recognition capabilities from command based, natural language processing and emotional capabilities


Chris Barnes

Head of Consumer Service
National Australia Bank


1:10 pm - 1:45 pm Finding the Right Operating Model: How NBN Use Design Thinking to Decrease AHT by 22% in their Customer Contact Hub
Michael Dyson - Head of Solution Design, nbn co Australia
Developing Project JIGSAW to improve their operational structure, Michael Dyson, Head of Solution Design, will reveal how design thinking has helped NBN renew their operational experience and in turn drive employee engagement. 

Using voice of the agent, learn the methods behind problem framing and the importance of having a step-by-step guide to reinvent your contact centre and drive internal operations

  • Understand the different levels and processes of implementing automation within the contact centre
  • Focusing on critical shifts in behaviours and reinforcement techniques for team members
  • Having a balance between data and outcomes to create a more effectively carved out operational structure


Michael Dyson

Head of Solution Design
nbn co Australia


1:45 pm - 2:20 pm Contact Centres are Just the First Step: Driving CX to interact with all levels of the business through a human centered approach
Clare Toufexis - General Manager Services and Access, Department of Internal Affairs, NZ
Clare Toufexis from the Department of Internal Affairs, NZ will discuss the benefits of employing a human centred approach to the design of new and existing services. Aligning design thinking principles to everyday activities, she will discuss how her department is focused on aligning people and strategy in order to optimise the customer experience and drive operational advancements within the existing contact centre.

  • Employing a human centred approach to drive CX capabilities within the overall business
  • Understanding the key challenges involved with improving existing services in order to address its impact within the contact centre
  • Improving team capabilities and bridging siloes within overall government departments to create the a CX Hub of the future


Clare Toufexis

General Manager Services and Access
Department of Internal Affairs, NZ


2:55 pm - 3:25 pm Revealing the New, Key KPIs For Retaining Customers and Driving Overall Profit at Ebay
Naved Khan - Formerly Head Customer Experience & Operations – Global Service Delivery, eBay A/NZ
This case study will look at the key ways your business can improve customer advocacy and loyalty. With customer experience and insights remaining the overarching vision for the company, it is here you will learn how to future proof your customer journey and contact centre.

And, in turn, drive profit.

  • Future proofing your customer strategy while reducing operational costs through effective process improvement capabilities
  • Understanding the new techniques to improving customer insights: Identifying the opportunities to improve the overall contact centre performance and delivery strategy
  • Maintaining effective governance of the contact centre costs, ensuring staff incentives are in line with new reward policies 


Naved Khan

Formerly Head Customer Experience & Operations – Global Service Delivery
eBay A/NZ


2:00 pm - 2:30 pm Digital Transformation and Digital Services: On-Stage Interview with Mark Bayliss
Mark Baylis - Vice President Customer Service and Digital Customer Engagement, Optus
Booth Fellars - GM Asia Pacific, Khoros
Opti-channel engagement marries two of today's topics in customer engagement: journey mapping and big data. In an omni channel experience, customers are able to seamlessly engage with agents on their preferred channel. However, opti-channel takes this one step further, allowing you to determine the optimal channel for every customer at each touchpoint based upon their information, history, and your overall journey map.

This on-stage interview will have Chris Barnes, CCW Alumni and NAB’s Head of Consumer Service, discuss how the personalisation of opti-channel allows businesses to intervene at the optimal time in a customer's interaction. This in turn influences the customer's behaviour and existing patterns, and their relationship with the organisation.

  • Being able to predict a customer's pattern and preferred method of contact before they contact you
  • Utilising data and new journey mapping techniques to amalgamate the right information and process it correctly
  • Having that seamless integration of an omni-channel approach to reach opti-channel standards


Mark Baylis

Vice President Customer Service and Digital Customer Engagement

Booth Fellars

GM Asia Pacific


1:45 pm - 2:20 pm Revealing Ways Transurban Uses Voice Of The Customer To Drive The Overall CX Strategy
Louise James - Head of Customer Service, Transurban
With businesses utilising new strategies to gain feedback from their customer base, finding the right way to utilise VOC will allow your business generate a goldmine of customer feedback. This will in turn shape your department for an improved CX strategy.

With thousands for feedbacks coming in daily, Transurban has specifically designed a team within their CX function to consistently review their data. This case study will look at how to utilise VOC data to create a strategic customer service strategy and drive positive customer interactions.

  • Enhancing agent conversations to demonstrate your long-term brand values
  • Maintaining high VOC benchmarks that focus on the customer experience
  • Understanding the new KPIs that are becoming central to contact centre operations for improved service


Louise James

Head of Customer Service


2:20 pm - 2:55 pm Transforming customer service into a strategic CX framework: The steps involved for creating a holistic customer strategy
Catherine Drinkwater - Customer Experience Strategy Manager, City of Gold Coast
Translating customer engagement, VoC and CX maturity into business results is a challenge for most organisations. 

But the key behind doing any of this lay in understanding your customer data and being able to successfully integrate ML models to resolve customer issues.

From there the integration of a successful omni channel platform would be integrated within your organisation to improve the customer journey and experience.

Mai Le, Uber’s Head of Customer Obsession, will discuss ways to build and communicate a CX Value Story so your organisation, and each key stakeholder, understands the value of delivering a great customer and employee experience. 

In this session hear how to:

  • Define the best CX measures, metrics and business value for your organisation
  • “Connect-the-dots” from CX program, to metrics improvement and business results
  • Build your communication message to the C-Suite to secure funding  for your CX program
  • Think differently about business results and ROI 


Catherine Drinkwater

Customer Experience Strategy Manager
City of Gold Coast

3:25 pm - 3:55 pm Afternoon tea

3:55 pm - 4:25 pm SPONSORSHIP SESSION

4:25 pm - 4:55 pm Interactive Closing Keynote: Creating a Culture of Innovation by Keeping Your People Front and Centre

Simon Banks - Author, Artist and Innovation Expert, Simon Banks
Closing CCW 2020, our MC Simon Banks will host an interactive closing keynote, talking on the ultimate customer experience and how your people are the true key to delivering a holistic customer service strategy within the contact centre. Take your thinking to the next level and go back to your teams inspired for change!


Simon Banks

Author, Artist and Innovation Expert
Simon Banks

4:55 pm - 5:00 pm End of Conference