Conference Day One: Wednesday 5th March

9:00 am - 9:05 am IQPC Welcome |

Alexandra Craggs - CX Portfolio Director, IQPC
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Alexandra Craggs

CX Portfolio Director
IQPC

9:05 am - 9:15 am Chairโ€™s Opening Remarks

9:15 am - 9:45 am International Case Study | Delivering Excellence: Insights from the Europe

Doug Casterton - Head of Operational Excellence, GetYourGuide
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Doug Casterton

Head of Operational Excellence
GetYourGuide

9:45 am - 10:15 am Partner Case Study |

10:15 am - 10:45 am Fireside Chat | Navigating the Contact Centre Landscape for the Next Decade

Catherine Veronesi - Manager Customer Service, City of Sydney
Kirsty Fonsdituri - Head of Client Services, NobleOak

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

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Catherine Veronesi

Manager Customer Service
City of Sydney

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Kirsty Fonsdituri

Head of Client Services
NobleOak

10:45 am - 11:15 am Sprinklr Case Study | From Contact Centre to Experience Centre. With the edge of AI.

Go beyond traditional customer support to make a greater impact in every customer interaction. No matter where your customers are, they experience one brand โ€” and your team gets one view of the customer. Proactively solve customer issues, power effective self-service, identify revenue opportunities and drive seamless journeys across channels.


Key Focus Areas:

  • Powering seamless customer service journeys, no matter the channel. 
  • Giving customers the fastest way to find answers. 
  • Equipping agents to put their best foot forward in every conversation. 
  • Being in control of conversations, quality and resources โ€” in real time.


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 โ€“ with three rotations โ€“ giving everyone a chance to explore multiple sessions.

11:45 am - 1:15 pm IDG A | Transforming Customer Engagement Across Channels: Is 2025 the Year of Real Omnichannel?


11:45 am - 1:15 pm IDG B | Chatbot Innovation Showdown: Designing and Deploying Smart Chatbots


11:45 am - 1:15 pm IDG C | Data Detective Workshop: Decoding Insights with Advanced Analytics


11:45 am - 1:15 pm IDG D | Navigating the Journey to Cloud-Based Solutions


11:45 am - 1:15 pm IDG E | Agent Performance Quest: Maximizing Efficiency and Satisfaction


11:45 am - 1:15 pm IDG F | Virtual Collaboration Challenge: Harnessing Tools for Seamless Communication in Remote and Hybrid Settings


11:45 am - 1:15 pm IDG G | Quality Crusade: Elevating Standards in Contact Centre Excellence


11:45 am - 1:15 pm IDG H | Immersive Learning for Contact Centre Success: Knowledge Management & Employee Learning


11:45 am - 1:15 pm IDG I | Balancing Automation and Human Touch in Workforce Optimisation


11:45 am - 1:15 pm IDG J | Leveraging Global Talent: Strategies for Effective Outsourcing


1:15 pm - 2:15 pm Lunch Break

Track One: Customer Experience & Engagement

2:20 pm - 2:35 pm Great Southern Bank Quickfire | Delivering Operational Excellence

In this session Great Sothern Bank will share how they have focused on operational excellence to transform the customer experience.

Track One: Customer Experience & Engagement

2:35 pm - 2:50 pm Medibank Quickfire 2 |
Andy Hitchen - Customer Operations & Provider Solutions Hub Lead, Medibank


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Andy Hitchen

Customer Operations & Provider Solutions Hub Lead
Medibank

Track One: Customer Experience & Engagement

2:50 pm - 3:05 pm Quickfire 3 | From Customer Service to Customer Experience
Titus Peter - Head of Student Recruitment, Holmesglen

Discover 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.

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Titus Peter

Head of Student Recruitment
Holmesglen

Track One: Customer Experience & Engagement

3:05 pm - 3:20 pm Speed Networking Refresh |


Track One: Customer Experience & Engagement

3:20 pm - 4:00 pm Panel Discussion | Customer Feedback and Voice of Customer Strategies
Hayley McNab - Head of Customer Care, The Warehouse Group
Kelly Mendes - General Manager Shared Services, Pica Group
Taryn Paddle - Capability & Operational Excellence Manager, Vocus

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.

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Hayley McNab

Head of Customer Care
The Warehouse Group

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Kelly Mendes

General Manager Shared Services
Pica Group

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Taryn Paddle

Capability & Operational Excellence Manager
Vocus

Track Two: Driving Employee Excellence

2:20 pm - 2:35 pm QTAC Quickfire | Retention Strategies for an Engaged Team
Marija Licina - Customer Experience Manager, QTAC
Lara Bellino - Customer Experience Team Leader, QTAC

Learn effective strategies and best practices for fostering employee engagement and retention. This session will cover actionable insights and proven techniques to create a supportive workplace culture that enhances team satisfaction and reduces turnover.

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Marija Licina

Customer Experience Manager
QTAC

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Lara Bellino

Customer Experience Team Leader
QTAC

Track Two: Driving Employee Excellence

2:35 pm - 2:50 pm Partner Quickfire 2 |
Vivienne Manapsal - Customer Experience Manager, Royal Canin Australia & New Zealand


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Vivienne Manapsal

Customer Experience Manager
Royal Canin Australia & New Zealand

Track Two: Driving Employee Excellence

2:50 pm - 3:05 pm eVolt Quickfire | Inspiring High Performance
Jackie Klus - Manager Customer Experience Customer Driven Service, eVolt

In this session Jackie Klus will explore how recent structure change has led to transformation in team performance and retention.

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Jackie Klus

Manager Customer Experience Customer Driven Service
eVolt

Track Two: Driving Employee Excellence

3:05 pm - 3:20 pm Speed Networking Refresh |


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.

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Renee Moore

Customer Contact Director
Bega Cheese Limited

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Sean Richards

Head of Customer Care and Contact Centre
Meridian Energy

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Aneta Field

Senior Manager: Customer Support
Honey Insurance

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Jacqueline Karam

Contact Centre Manager
P&N Bank

Track Three: Workforce Planning & Optimisation

2:20 pm - 2:35 pm Quickfire 1 | Optimising Scheduling for Maximum Efficiency

This session will delve into strategies and tools for creating efficient and effective scheduling systems that balance customer demand with employee availability and satisfaction. Attendees will learn how to leverage advanced scheduling techniques to reduce wait times, enhance service quality, and optimize resource allocation in contact centres.

Track Three: Workforce Planning & Optimisation

2:35 pm - 2:50 pm Partner Quickfire 2 |

Track Three: Workforce Planning & Optimisation

2:50 pm - 3:05 pm Quickfire 3 | Effective Forecasting Techniques to Manage Surge and Meet Customer Demands
Chrissy Leong - Member Services Manager, MIPS

This session will explore advanced forecasting methods to accurately predict call volumes and customer demand surges. Attendees will gain insights into data-driven techniques to optimize workforce planning, ensuring timely and efficient responses to fluctuating customer needs.

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Chrissy Leong

Member Services Manager
MIPS

Track Three: Workforce Planning & Optimisation

3:05 pm - 3:20 pm Speed Networking Refresh |


In today's dynamic work environment, balancing remote and office workforces is crucial for optimizing contact centre operations and effective workforce planning. This panel will explore the benefits, challenges, and best practices for integrating remote and in-office teams seamlessly, ensuring high productivity and employee satisfaction while aligning with strategic workforce planning goals. Attendees will gain insights into strategies for seamless communication and collaboration, leveraging technology to support hybrid work models, and managing performance and engagement across diverse work settings. 

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Scott Cumming

Senior Manager: Workforce Planning AU,
AIA Australia

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Jane Elley

Customer Segment Leader
Department of Inland Revenue (New Zealand)