CELEBRATING 10 YEARS
OF INDUSTRY CONNECTION, CONVERSATION, TRANSFORMATION
& EXCELLENCE
4-6 March 2025 | The STAR, Gold Coast
Conference Day One: Thursday 29th February
8:30 am - 8:35 am
IQPC Welcome |
Alexandra Craggs -
CX Portfolio Director,
IQPC
8:35 am - 8:40 am
Chair’s Opening Remarks
Emily Bayford -
Senior Manager, Contact Centres,
Australian Super
8:40 am - 9:10 am
International Case Study | Giving Customers a Voice
Alex Genov -
Head of Customer Experience Research,
Zappos
9:10 am - 9:40 am
Partner Case Study | Go Beyond AI - Go AI+
Sponsored by: Sprinklr
9:40 am - 10:20 am
Panel Discussion | Customer Contact Centre Trends and Evolutions
Bart Taylor -
former-Chief Business Transformation Officer,
Gallagher Bassett
Lauren Reid - Chief Customer Officer, Navy Health
Jerome Muldoon - Chief Customer Officer, Compass Education
Elisa Iurato - Chief of Community, Retail & Supporter Experience, World Vision Australia
Emily Bayford - Senior Manager, Contact Centres, Australian Super
10:20 am - 10:50 am
Partner Case Study | Journey Beyond Use RingCentral MVP for Improving Customer Service
Peter Hughes -
Regional Vice President Sales,
RingCentral
Madhu Mazumdar - General Manager, Technology, Journey Beyond
10:50 am - 11:20 am
Morning Networking Break
11:20 am - 12:50 pm
IDGs
Over 90 minutes our interactive discussion groups will give you a chance to explore the challenges and themes closest to your heart and deep dive into shared experiences from the contact centre ecosystem. Each discussion will run for 30 minutes – with three rotations – giving everyone a chance to explore multiple sessions.
Sponsored by: Auraya
Sponsored by: NICE
Sponsored by: Zoom
Sponsored by: Contact Centre Solutions International
11:20 am - 12:50 pm
IDG A | Voice Biometrics Best Practices – How to Provide Secure and Frictionless Identification and Fraud Detection
Paul Magee -
Director & President,
Auraya Systems
11:20 am - 12:50 pm
IDG B | Why the Total Experience Design (CX + EX) is Important and How to Get There
Mark Atalla -
Head of Zoom CX ANZ,
Zoom
Customer of today are already demanding frictionless and personalised experiences for their products and services. As engagement channels continue to evolve, the customer experience of tomorrow will inevitably become channel-less. This means that your employees will need to catch customers of tomorrow of any channels your customer chooses, and seamlessly switch from one to another during one single interaction to better serve and support the customers.
Hence CX design today can no longer be developed on its own - CX leaders must adopt the Total Experience design mindset in order to enable their teams to deliver the CX customers desire today. Join this roundtable discussion gain insights and be inspired for your Total Experience blueprint design that will enable your employees and delight your customers.
Sponsored by: Zoom
11:20 am - 12:50 pm
IDG C | How Great Southern Bank leveraged NICE CXone to create a scalable enterprise platform that provides frictionless customer experiences
Mike Johnson -
Sales Director ANZ,
NICE
Anthony Nguyen - Platform and Workforce Manager, Great Southern Bank
11:20 am - 12:50 pm
IDG D | Harnessing Omnichannel to Elevate Customer Experience
Sara Elmstrom -
Chief Executive Officer,
Contact Centre Solutions International
Sponsored by: Contact Centre Solutions International
11:20 am - 12:50 pm
IDG E | How to Enhance Self-Service to Boost Customer Satisfaction
Lucus West -
Head of Customer Operations,
AutoGuru
11:20 am - 12:50 pm
IDG F | Techniques to Unlock the Power of your Team to Deliver Customer Excellence
Jay Norman -
Automotive Operations Manager,
Century Yuasa Batteries
11:20 am - 12:50 pm
IDG G | How will Changing Customer Expectations Impact Contact Centre Activities
Taryn Paddle -
Customer Experience Manager,
Pacific Blue
11:20 am - 12:50 pm
IDG H | Enhancing Contact Centre Capabilities – Without Breaking the Bank
Joshua Curtis -
Centre Manager – Customer Care,
Super Retail Group
12:55 pm - 2:00 pm
Lunch Break
2:00 pm - 2:30 pm
Fireside Chat | How AFL & Webex Connect the Dots to Delight Fans
Rob Pickering -
Chief Technology Officer,
AFL
Cameron Adams - Head of Go to Market & Strategy, Webex CX APJC
2:30 pm - 3:10 pm
Panel Discussion | Understanding Customer Expectations and the Future of Customer Service
Lucus West -
Head of Customer Operations,
AutoGuru
Taryn Paddle - Customer Experience Manager, Pacific Blue
Emily Bayford - Senior Manager, Contact Centres, Australian Super
3:10 pm - 3:50 pm
Bubbles & Banter: Solutions Demonstration Drive
Digital Transformation & Operations Hub
3:50 pm - 4:20 pm End User Case Study | Redefining Channel Strategy Peter Hiransi - Group Manager Customer Strategy, Insights and Experience, South East WaterHannah Ellingford - CX Specialist and Project Manager for Channel Strategy, South East Water
Digital Transformation & Operations Hub
4:20 pm - 5:00 pm Panel Discussion | Creating an Omnichannel Customer Experience Tilly Brown - Senior Manager CX Design, TabcorpChristopher Douglas - Director of Member Services, Pacific, Accor Plus
Emily Bayford - Senior Manager, Contact Centres, Australian Super
Peter Hiransi - Group Manager Customer Strategy, Insights and Experience, South East Water
Digital Transformation & Operations Hub
5:00 pm - 5:05 pm Chair’s Closing Remarks |Learning & Knowledge Hub
3:50 pm - 4:20 pm End User Case Study | It’s Just Brown Bubbly Water – Connecting Purpose with Performance Darren Sutton - Associate Director, HealthShare NSW
Learning & Knowledge Hub
4:20 pm - 5:00 pm Panel Discussion | Motivating Teams to Drive Success Gregory Chong - Head of Contact Centres, BooktopiaJay Norman - Automotive Operations Manager, Century Yuasa Batteries
Peter Perla - Executive General Manager Customer Experience and Growth, Sumo
Melissa van der Burgt - Head of Customer Experience Centres - Direct & Specialist Skills, Allianz Australia
Melissa van der Burgt
Head of Customer Experience Centres - Direct & Specialist SkillsAllianz Australia
Learning & Knowledge Hub
5:00 pm - 5:05 pm Chair’s Closing Remarks |Beyond the BS Stage
3:50 pm - 4:05 pm Quickfire Case Study| Feiselia Tan - General Manager - AI, Telstra
Beyond the BS Stage
4:05 pm - 4:20 pm Quickfire Case Study | Identifying Optimisation and Efficiency Opportunities with AIBeyond the BS Stage
4:20 pm - 4:35 pm Quickfire Case Study | What are the Real Opportunities of Generative AI? Darren Randall - Product Owner, Health Insurance, Bupa Australia & New Zealand
Beyond the BS Stage
4:35 pm - 5:00 pm Speaker Q&A | Feiselia Tan - General Manager - AI, TelstraDarren Randall - Product Owner, Health Insurance, Bupa Australia & New Zealand
Beyond the BS Stage
5:00 pm - 5:05 pm Chair's Opening Remarks
6:15 pm - 8:15 pm
CCW Awards Gala Cocktail Party |
Dress to impress for the CCW 2024 Awards Ceremony. Enjoy canapes and a drink (or three) at our evening session where we will celebrate YOU – the contact centre ecosystem.
