Conference Day Two: Thursday 6th March

9:00 am - 9:10 am Chairโ€™s Opening Remarks & Voice of the Industry |

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.

img

Rachel Lane

Head of Customer Support
The Lottery Office

img

Craig Mendel

Senior Manager - IT Customer Experience
Uniting

img

Netna Johnstone

Operations Program Manager
Chemist Warehouse

img

Angelo Azar

Chief Operating Officer
Honey Insurance

img

Leon Tsui

Manager Assisted Recovery
Accident Compensation Corporation NZ

9:50 am - 10:20 am Partner Address |

img

Claudia Grinzi

Head of Member Services
Flybuys

10:50 am - 11:30 am Morning Break

Track One: Technology & Innovation

11:30 am - 11:45 am Australian Retirement Trust Quickfire | AI-Powered Agent Assist Use Case
Helen Crossan - Head of Member Services, Australian Retirement Trust

Explore a practical use case of AI-powered agent assist technologies in enhancing customer service efficiency and effectiveness. This session will showcase real-world examples and benefits of integrating AI to support agents in delivering personalized and efficient customer interactions.

img

Helen Crossan

Head of Member Services
Australian Retirement Trust

Track One: Technology & Innovation

11:45 am - 12:00 pm Bendigo & Adelaide Bank Quickfire |
Megan Papadopoulos - General Manager of Customer Contact, Bendigo & Adelaide Bank
img

Megan Papadopoulos

General Manager of Customer Contact
Bendigo & Adelaide Bank

Track One: Technology & Innovation

12:00 pm - 12:15 pm Speed Networking Refresh |

Track One: Technology & Innovation

12:15 pm - 12:30 pm Megaport Quickfire | Technology Adoption as a Journey
Abhi Gudidevuni - Head of Customer & Network Services, Megaport
img

Abhi Gudidevuni

Head of Customer & Network Services
Megaport

Integrating technology with human touch is crucial for effective customer operations. This panel will examine strategies for achieving the optimal balance between automation and human interaction to enhance customer service. Attendees will gain insights into leveraging technology to streamline processes while maintaining personalised and empathetic customer interactions, with key takeaways including best practices for blending tech-driven efficiencies with human-centric approaches to deliver exceptional customer experiences.

img

Darren Randall

Digital Innovation Lead
Bupa Australia & New Zealand

img

Greg Hodge

General Manager Strategic Initiatives
Johns Lyng Group

img

Toby Ellis

Head of Customer Success
AMP

img

Brent Alexander

National Manager โ€“ Customer Relationship Centre
Beyond Bank

Track Two: Learning & Development

11:30 am - 11:45 am AGL Quickfire | Unlocking Learning in Contact Centres
Ben Abrew - Global Operations Manager,, AGL

In this session Ben Abrew will share how AGL have focused on having empathetic conversations and how new skills and ways of communicate have not only transformed the customer experiences but helped employees navigate difficult and complex conversations.

img

Ben Abrew

Global Operations Manager,
AGL

Track Two: Learning & Development

11:45 am - 12:00 pm Telstra Quickfire | Training & Development: Skills for Success with AI
Feiselia Tan - General Manager โ€“ Data & AI Solutions, Telstra
img

Feiselia Tan

General Manager โ€“ Data & AI Solutions
Telstra

Track Two: Learning & Development

12:00 pm - 12:15 pm Speed Networking Refresh |

Track Two: Learning & Development

12:15 pm - 12:30 pm Quickfire 3 | Empowering Teams with Leadership Skills
Duncan Thomson - ICCC Service Manager, Redland City Council
img

Duncan Thomson

ICCC Service Manager
Redland City Council

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.

img

Daniel Vollmer

Head of Customer Service
Country Road Group

img

John Connolly

Head of Customer Contact Centre
Newcastle Permanent

img

Lisa Curry

Contact Centre Manager -arhi Service
nib Group

img

Eleni Miller

General Manger, Customer Sales & Service
APT Travel Group

Track Three: The Future is GenZ

11:30 am - 12:20 pm Understanding Gen Z: Your Workforce |
Seth Reynolds - General Manager, Compass Education

In this session, participants will delve into the unique characteristics, values, and expectations of Gen Z employees, distinguishing them from previous generations. It will explore effective communication strategies, leveraging technology to enhance engagement, and provide actionable insights into motivating and managing Gen Z. Through real-world examples and interactive discussions, attendees will learn how to foster an inclusive and supportive work environment that appeals to Gen Z's desire for meaningful work, career growth, and social responsibility. This session aims to equip leaders with the knowledge and tools to effectively lead and inspire the next generation of the workforce.

img

Seth Reynolds

General Manager
Compass Education

Track Three: The Future is GenZ

12:20 pm - 1:10 pm Understanding Gen Z: Your Customer |

In this session, participants will gain insights into the unique preferences, behaviours, and expectations of Gen Z customers, and how these factors are reshaping the landscape of customer service. We will explore the digital-first mindset of Gen Z, their preference for instant and personalized communication, and the importance of social responsibility in their purchasing decisions. Attendees will learn about the technological innovations and strategies that contact centres must adopt to meet the high demands of Gen Z, including the use of AI, chatbots, and omnichannel support. Through real-world examples and interactive discussions, this session aims to equip customer service professionals with the knowledge and tools to effectively engage and satisfy Gen Z customers, ultimately driving customer loyalty and business success.

1:10 pm - 2:10 pm Lunch Break

2:10 pm - 2:50 pm Advisory Board Panel Discussion |

In this session our advisory board members will share their top takeaways and insider insights from CCW. They're here to tackle all your toughest questions, providing expert guidance to help you refine your strategies for success.

2:50 pm - 3:10 pm CCW Time Capsule & 2035 Roadmap

Join us in sealing the CCW Time Capsule, preserving today's contact centre landscape. As we embark on our 2035 Roadmap, envision a transformative journey ahead, integrating AI, crafting personalized customer experiences, and embracing sustainable practices. Together, we'll inspire future contact centre leaders, shaping a dynamic future defined by innovation and adaptability, all rooted in our commitment to customer-centric excellence.

3:00 pm - 3:40 pm Award Winners Champagne Roundtables |

Join our Awards Winner for an interactive roundtable session and learn more about their excellence projects and the lessons you can take home to your organisation.