CELEBRATING 10 YEARS
OF INDUSTRY CONNECTION, CONVERSATION, TRANSFORMATION
& EXCELLENCE
4-5 March 2025 | The STAR, Gold Coast
Conference Day One: Wednesday 5th March
8:30 am - 8:35 am
IQPC Welcome |
Alexandra Craggs -
CX Portfolio Director,
IQPC
8:35 am - 8:45 am
Chair’s Opening Remarks
Laurence Fonsdituri -
Former - Head of Customer Care,
QuiteLike & Swaggle, Coles Group
8:45 am - 9:15 am
International Case Study | UK & Europe: The State of Customer Management in 2025
Doug Casterton -
Head of Operational Excellence,
GetYourGuide
9:15 am - 9:45 am
Dialpad Case Study | Lessons from Dialpad Ai’s Evolution
Jim Palmer -
Chief AI Officer,
Dialpad
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
9:45 am - 10:15 am
Fireside Chat | Navigating the Contact Centre Landscape for the Next Decade
Catherine Veronesi -
Manager Customer Service,
City of Sydney
Craig Mendel - Senior Manager - IT Customer Experience, Uniting
Alexandra Craggs - CX Portfolio Director, IQPC
Explore the future of contact centres in this fireside chat led which will delve into emerging trends, technological advancements, and strategic insights that will shape the landscape over the next decade. Gain valuable perspectives on preparing for and navigating evolving customer service demands and operational challenges
10:15 am - 10:45 am
Sprinklr Customer Case Study | The Bupa CX Transformation Story
Darren Randall -
Digital Innovation Lead,
Bupa Australia & New Zealand
Hendrik Coetzee - Large Enterprise Account Executive, Sprinklr
10:45 am - 11:15 am
Panel Discussion | Customer Feedback and Voice of Customer Strategies
Kelly Mendes -
General Manager Shared Services,
Pica Group
Damian Purvis - Customer Service Team Lead, Meridian Energy
Alexandra Craggs - CX Portfolio Director, IQPC
Madhu Mazumdar - Executive General Manager – Technology, Journey Beyond
In today's competitive market, understanding and leveraging customer feedback is crucial for success. This panel will delve into innovative strategies for capturing the voice of the customer and transforming insights into actionable improvements. Attendees will gain best practices, tools, and techniques for gathering and analysing feedback to drive customer satisfaction and loyalty, with key takeaways including methods to enhance customer experience, boost engagement, and implement data-driven decision-making.
11:15 am - 11:45 am
Morning Networking Break
11:45 am - 1:15 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.
11:45 am - 1:15 pm
IDG A | Protecting your Identity against Fraud in Customer Service
Paul Magee -
Director & President,
Auraya Systems
What is your organisation doing for fraud mitigation? Join the discussion to explore how voice biometric solutions can transform your customer service into a fortress of trust and security. This session dives into innovative verification methods and real-world strategies that empower organizations to detect and prevent fraudulent activities. Bring your thoughts and let’s unravel the complexities of fraud prevention together.
Sponsored by: Auraya
11:45 am - 1:15 pm
IDG B | Unleash Contact Center Operations with Lived Customer Experience, for Continuous ROI
Kunal Rahalkar -
CEO,
Data GMZ
Sarvesh Jerath - COO, Data GMZ
11:45 am - 1:15 pm
IDG C | Omnichannel AI Strategies with a Human Touch: Tackling Core Challenges in ANZ Contact Centres
Mike Cha -
Head of Product Management,
Sendbird
Contact centres globally are grappling with balancing AI and human interaction, and the increasing number of channels makes it harder to provide consistent experiences. In ANZ, remote work and economic slowdowns add to these challenges, with agent retention down by 18% and demand forecasting becoming more complex.
This 30-minute session will explore the key challenges facing ANZ contact centres, including:
- Core Challenges in Contact Centre Operations
- Effective Integration of AI
- Omnichannel Strategy Development
- Leveraging Generative AI for Productivity
Sponsored by: Sendbird
11:45 am - 1:15 pm
IDG D | Teams and Cultures: Driving Engagement Across Teams
Paul Brennan -
Learning and Development Specialist,
Super Retail Group
Haley Porter - Quality and Insights Manager, Super Retail Group
11:45 am - 1:15 pm
IDG E | Empathy in Contact Centres for Complex Calls
Renee Moore -
Customer Contact Director,
Bega Cheese Limited
11:45 am - 1:15 pm
IDG F | Unlocking Insights to Transform Customer Service
Harold Rey P. Ladaran -
Chief Executive Officer,
Splace BPO
1:15 pm - 2:00 pm
Lunch Break
Track One: Customer Experience & Engagement
2:00 pm - 2:15 pm Quickfire | From Customer Service to Customer Experience Titus Peter - Head of Student Recruitment, HolmesglenDiscover how to harness data effectively to personalize customer experiences and drive engagement. This session will explore innovative techniques and case studies showcasing the power of data-driven personalization in enhancing customer satisfaction and loyalty.
Track One: Customer Experience & Engagement
2:15 pm - 2:30 pm Royal Canin Quickfire | Beyond the Checklist: Cultivating a Truly Engaged Team Vivienne Manapsal - Customer Experience Manager, Royal Canin Australia & New Zealand
Track One: Customer Experience & Engagement
2:30 pm - 3:00 pm Panel Discussion | Employee Experience & Customer Experience: Balancing the Two for Excellence Rachel Lane - Head of Customer Support, The Lottery OfficeCraig Mendel - Senior Manager - IT Customer Experience, Uniting
Leon Tsui - Manager Assisted Recovery, Accident Compensation Corporation NZ
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.
Track One: Customer Experience & Engagement
3:00 pm - 3:30 pm Panel Discussion | Driving Innovation in Contact Centres: Strategies for Success Natalie Lane - Head of Contact Centre, Greater BankChristopher Douglas - Regional Director – Member Experience, Asia Pacific, Accor Plus
Jen Harding - General Manager Engagement Education and Advice, HESTA
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.
Track One: Customer Experience & Engagement
3:30 pm - 4:00 pm Panel Discussion | Diversity & Inclusion: Building Stronger Teams and Cultures Renee Moore - Customer Contact Director, Bega Cheese LimitedSean Richards - Head of Customer Care and Contact Centre, Meridian Energy
Anthony Vine - Contact Centre Sales Manager, East Coast Car Rentals
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.
Track Two: Driving Employee Excellence
2:00 pm - 2:15 pm Oranga Tamariki Quickfire | Driving Agent Ownership Through a Geographical Approach Darren Lee - General Manager: National Contact Centre, Oranga Tamariki - Ministry for Children
Track Two: Driving Employee Excellence
2:15 pm - 2:30 pm Medibank Quickfire | Reinventing Customer Service – Locals Serving Locals Andrew Carlson - Customer Channels, Medibank
Track Two: Driving Employee Excellence
2:30 pm - 2:45 pm eVolt Quickfire | Inspiring High Performance Jackie Klus - National Customer Experience Manager, eVoltIn this session Jackie Klus will explore how recent structure change has led to transformation in team performance and retention.
Track Two: Driving Employee Excellence
2:45 pm - 3:15 pm Panel Discussion | Enhancing Employee Success with Technology Integration Lisa Curry - Contact Centre Manager -arhi Service, nib GroupLeon Tsui - Manager Assisted Recovery, Accident Compensation Corporation NZ
Kunal Rahalkar - CEO, Data GMZ
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.
