18-19 March 2026 | Royal Randwick Racecourse, Sydney, Australia
Where Real Engagement Meets Real Opportunity
Customer Contact Week ANZ 2026 - Day One
9:00 am - 9:05 am
IQPC Opening Remarks |
9:05 am - 9:10 am
Chairs Opening Remarks |
9:10 am - 9:50 am
Keynote Panel | The CX Tipping Point: What 2026 (and Beyond) Demands from Contact Centres
Patrick Lloyd -
Contact Centre Transformation and ATO Interactions Strategy Director,
ATO
Wes Self - Chief Operating Officer, GMHBA
Customer expectations, workforce dynamics, and technology adoption are all reaching a tipping point. This panel brings together senior leaders to explore what the next phase of customer contact looks like and how organisations can prepare now for what’s coming in 2026 and beyond.
Key Takeaway - Understand the critical shifts shaping the next era of customer contact and identify practical steps to future-proof your organisation.
9:50 am - 10:20 am
Partner Keynote | Accelerating the AI Advantage
As AI becomes central to contact centre strategy, this session explores how to deploy it effectively - balancing automation with human insight to unlock speed, scale, and service quality.
Key Takeaway - Understand how to integrate AI tools that empower people, streamline operations, and deliver lasting value
10:20 am - 11:00 am
Keynote Panel | Beyond Service: Redefining the Role of the Contact Centre in Business Success
Rachel Lane -
Head of Customer Support,
The Lottery Office
Exploring how contact centres are shifting from transactional support to strategic drivers of loyalty, growth, and brand trust, while building value of the agents for the whole organisation.
Key Takeaway - Discover how empowering agents and building their strategic value can strengthen loyalty, growth, and brand trust.
11:00 am - 11:20 am
Demo Drive | Innovation in motion
ee the newest CX technologies in action through quick, engaging demos — then mingle with peers and innovators over cocktails, conversation, and prizes.
11:20 am - 11:50 am
Morning Recharge in the Expo
Fuel up, connect, and explore - your chance to grab a coffee, meet solution partners, and spark new conversations across Australia’s technology leadership community.
Interactive Discussion Groups
11:50 am - 1:20 pm
IDG A | Agentic AI in Action
11:50 am - 1:20 pm
IDG B | Reimagining Workforce Enablement
11:50 am - 1:20 pm
IDG C | Modernising the Contact Centre Stack
11:50 am - 1:20 pm
IDG D | Proactive, Predictive, Personalised
11:50 am - 1:20 pm
IDG E | AI Governance, Ethics, & Transparency
11:50 am - 1:20 pm
IDG F | Digital Identity & Consent Management
11:50 am - 1:20 pm
IDG G | Measuring What Matters: KPIs Challenged, Disrupted, and Reimagined
Marie Andriopoulos -
Manager Customer Service and Experience,
Vetasses
11:50 am - 1:20 pm
IDG H | Government Service Equity & Accessibility by Design
1:30 pm - 2:30 pm
Networking Lunch & VIP Hosted Lunches
Join us in the expo hall for a relaxed networking lunch with the full Customer Contact community - connect with peers, explore the exhibition, and recharge for the afternoon ahead. For invited guests, exclusive VIP lunches will run concurrently - bringing senior technology leaders and select partners together for high-impact conversations in a more intimate setting.”
Unlocking Smarter Operations with Technology
2:30 pm - 3:00 pm Case Study | = Brooke McKenzie - Service Center Manager, NTI - National Transport Insurance
Unlocking Smarter Operations with Technology
3:00 pm - 3:30 pm Case Study | Cloud Migration Done Right: Building a Resilient and Scalable Contact CentreA practical look at the move from legacy systems to the cloud, including lessons learned, cost savings, and improved service outcomes.
Key Takeaway - Explore how moving from legacy systems to the cloud can reduce costs, improve performance, and enhance the customer experience.
Unlocking Smarter Operations with Technology
3:30 pm - 4:10 pm Panel Discussion | Redesigning the Agent Experience: Tools That Make Work Easier Kim Phillips - Head of Customer Operations and Tyro Health, TyroMelissa Sutton - Head of Customer Experience Centres, Allianz
Kirsty Robinson - Customer Experience Director, TAFE SA
Contact centre leaders discuss which technologies have truly improved day-to-day workflows for employees, from call routing and knowledge management to live dashboards and coaching tools.
Key Takeaway - Discover how the right tools and technologies can streamline workflows, reduce friction, and empower agents to perform at their best.
Unlocking Smarter Operations with Technology
4:10 pm - 4:30 pm Afternoon RechargeFuel up, connect, and explore — your chance to grab a coffee, meet solution partners, and spark new conversations across Australia’s technology leadership community.
Building Thriving Teams
2:30 pm - 3:00 pm Interview | Reactive to Resourceful – Building Self-Sufficient, High-Impact CX Teams Taimoor Khan - Customer Experience Director, Mad PawsA practical session exploring how to equip your CX team with high-impact skills to reduce dependency on Product and Tech, collaborate cross-functionally to drive revenue, and showcase CX wins to the C-suite to secure funding, gain recognition, and embed CX as a non-negotiable part of business success.
Key Takeaway - Discover practical strategies for cross-functional collaboration that drive revenue and embed CX as a critical business function.
Building Thriving Teams
3:00 pm - 3:30 pm Fireside Chat | From Burnout to Balance: Supporting Mental Health and Wellbeing at ScaleDiscover how leaders are addressing employee wellbeing in sustainable, high-pressure environments. This case study highlights initiatives that strengthen resilience, improve satisfaction, and help people bring their best selves to work.
Key Takeaway - Understand how sustainable wellbeing initiatives can reduce burnout and create a healthier, more productive workforce.
Building Thriving Teams
3:30 pm - 4:10 pm Panel Discussion | Reimagining Engagement: Creating a Workforce That Stays, Grows and Thrives Sarah Dale - Retail Growth & Planning Manager, BCU BankCherie Cameron - Workforce Optimisation Head, RACV
Bryan Middleton - General Manager Of Outstanding Customer Experience, Contact Energy Ltd
A panel of workforce leaders will share how they are reinventing engagement and development strategies to connect with the next generation of talent. Discussion will cover learning and development, culture, and innovative approaches to employee success.
Key Takeaway - Discover strategies to engage and retain the next generation of talent while fostering growth and development across your workforce.
Building Thriving Teams
4:10 pm - 4:30 pm Afternoon RechargeFuel up, connect, and explore — your chance to grab a coffee, meet solution partners, and spark new conversations across Australia’s technology leadership community.
CCW EXECUTIVE BOARDROOM
2:30 pm - 3:10 pm Panel Discussion | The Executive Playbook: Balancing Growth, Technology and People in 2026This discussion brings together senior leaders to share how they’re balancing innovation with operational discipline, ensuring people and technology work together to power growth.
Key Takeaway - Understand how a holistic approach to people, processes, and technology can power growth while maintaining operational discipline.
CCW EXECUTIVE BOARDROOM
3:10 pm - 3:35 pm Think Tank A | Balancing Innovation and RiskIdentifying strategies for adopting new tools, AI, or operational models while maintaining regulatory, security, and compliance standards.
CCW EXECUTIVE BOARDROOM
3:10 pm - 3:35 pm Think Tank B | Strategic Customer Experience InvestmentExploring how executives prioritise technology, talent, and process investments to maximise ROI and long-term customer value.
CCW EXECUTIVE BOARDROOM
3:10 pm - 3:35 pm Think Tank C | Future-Proofing Leadership in Customer ContactDiscussing the skills, mindsets, and governance frameworks leaders need to navigate rapid technology and workforce change.
CCW EXECUTIVE BOARDROOM
3:35 pm - 4:00 pm Think Tank A | Balancing Innovation and RiskIdentifying strategies for adopting new tools, AI, or operational models while maintaining regulatory, security, and compliance standards.
CCW EXECUTIVE BOARDROOM
3:35 pm - 4:00 pm Think Tank B | Strategic Customer Experience InvestmentExploring how executives prioritise technology, talent, and process investments to maximise ROI and long-term customer value.
CCW EXECUTIVE BOARDROOM
3:35 pm - 4:00 pm Think Tank C | Future-Proofing Leadership in Customer ContactDiscussing the skills, mindsets, and governance frameworks leaders need to navigate rapid technology and workforce change.
CCW EXECUTIVE BOARDROOM
4:00 pm - 4:20 pm Afternoon RechargeFuel up, connect, and explore — your chance to grab a coffee, meet solution partners, and spark new conversations across Australia’s technology leadership community.
4:30 pm - 5:00 pm
Case Study | Voice of Customer: Incremental Changes for Impactful Results
Cara Pring -
Digital and Customer Experience Director,
Winc Australia
5:00 pm - 5:40 pm
Panel Discussion | From Insights to Impact: Turning Customer and Employee Voice into Real Change
Andrew Cass -
Executive Manager - Customer Solutions,
Australian Unity
Telena Thompson - Associate Director Student Experience, University of the Sunshine Coast
Telena Thompson - Associate Director Student Experience, University of the Sunshine Coast
Exploring how data, feedback, and frontline insights are being harnessed to drive transformation, innovation, and better outcomes for customers and staff alike.
Key Takeaway - Learn how to translate customer and employee insights into actionable strategies that drive transformation and measurable impact.
5:40 pm - 5:45 pm
Chairs Closing Remarks | Turning Insights into Action
A closing perspective on how the ideas and lessons shared can be translated into practical actions that drive growth, engagement, and innovation across contact centres.
CCW EXECUTIVE BOARDROOM
4:20 pm - 5:00 pm Panel Discussion | Resilient CX in an Uncertain World: Lessons from Leaders Navigating Change Kristina Pushik - Contact Center Manager, Bingo IndustriesEleni Don - Head of Centre of Operational Excellence, Racv
A discussion on how organisations are building agility into their customer strategies to handle disruption, from economic headwinds to unexpected.
Key Takeaway - Understand how adaptable CX strategies can help organisations respond to change while maintaining loyalty, satisfaction, and business continuity.
CCW EXECUTIVE BOARDROOM
5:00 pm - 5:40 pm Panel Discussion | The Workforce Revolution: Building and Leading Teams for the Next Decade Alicia George - Head of Customer Care ANZ, LifehealthcareDaniel Tollenaere - Chief Operating Officer, Story House Early Learning
Amy-Lauren Saad - Manager, Customer Support, Cleanaway Waste Management
A look at how organisations are rethinking talent, skills, culture, and leadership to create resilient, engaged, and future-ready teams.
Key Takeaway - Understand how forward-looking leadership and strategic workforce planning can drive long-term organisational success.
CCW EXECUTIVE BOARDROOM
5:40 pm - 5:45 pm Chairs Closing Remarks | Leading the Next Era of Customer ContactA reflective close highlighting the key insights, strategic priorities, and actionable takeaways from the day, equipping senior leaders to navigate change, drive innovation, and shape the future of their organisations’ contact centres.
5:45 pm - 7:45 pm
The Winner’s Circle Awards & Party
Celebrate, connect, and let loose at CCW after hours!
Raise a glass to industry excellence, cheer on the winners, and dance alongside the brightest minds in CX. It’s your moment to celebrate success - yours and the industry’s - in true CCW style.
