CELEBRATING 10 YEARS
OF INDUSTRY CONNECTION, CONVERSATION, TRANSFORMATION
& EXCELLENCE
4-6 March 2025 | The STAR, Gold Coast
Conference Day Two: Friday 1st March
9:00 am - 9:10 am
Chair’s Opening Remarks & Voice of the Industry |
Emily Bayford -
Senior Manager, Contact Centres,
Australian Super
9:10 am - 9:50 am
Panel Discussion | Ensuring Digital Platforms Deliver a Great Customer Experience
Joeanne Fox -
GM Customer Solutions,
Liebherr-Australia
Bryan Middleton - GM Outstanding Customer Experience, Contact Energy
Kelly Mendes - General Manager Shared Services, PICA Group
Agnes So - Head of Customer Experience, HotDoc
9:50 am - 10:20 am
Brighter Super Use Case | Combining the Contact Centre and Digital Customer Experience
Nisha Varma -
Contact Centre Team Leader,
Brighter Super
Beatrix Jacubec - Technical Product Owner, Brighter Super
Andreina Godoy - Digital Experience Analyst, Brighter Super
10:20 am - 11:00 am
Best Customer Contact Transformation Finalist Panel |
Anthony Nguyen -
Platform and Workforce Manager,
Great Southern Bank
Amanda Boorer - Group Manager – Customer Experience, Rinnai Australia
Tegan Judge - Manager Contact Centre & Operations - Travel, nib
Kelly Mendes - General Manager Shared Services, PICA Group
11:00 am - 11:10 am
Best Learning and Development Program Finalist Panel |
Michael Leane -
Director,
Department of Employment & Workplace Relations
11:10 am - 11:30 am
Speed Networking
11:30 am - 12:00 pm
Morning Break
AI Applications Hub
12:00 pm - 12:15 pm AI Quickfire Case Study | Delivering Content. Fast. Agnes So - Head of Customer Experience, HotDocAI Applications Hub
12:15 pm - 12:30 pm AI Interactive |AI Applications Hub
12:30 pm - 1:10 pm Fireside Chat | How will Generative AI (Re)Shape Customer Experience? Darren Randall - Product Owner, Health Insurance, Bupa Australia & New ZealandFeiselia Tan - General Manager - AI, Telstra
People & Culture Hub
12:00 pm - 12:30 pm End User Case Study | How to Reap the Rewards of a Highly Engaged Team Anton Derham - Head of Customer Service, PICA Group- Effective recruitment
- What makes your workplace attractive?
- How to retain good team members:
o Onboarding
o Training
o Reward and recognition
o Job diversity
o Pathways
o The value of 1:1’s
o Clear metrics and performance/behavioural expectations
- Knowing your customers: ensuring teams can deliver to their expectations
- The positive effects of strong leadership
People & Culture Hub
12:30 pm - 1:10 pm Panel Discussion | Onboarding and Retention of Customer Contact Teams Jacqueline Karam - Contact Centre Manager, P&N BankTegan Judge - Manager Contact Centre & Operations - Travel, nib
Sean Richards - Contact Centre Manager, Powershop
Cloe Kernick - GM Customer and Market Operations, Energy Queensland
Anton Derham - Head of Customer Service, PICA Group
Awards Finalist Stage
12:00 pm - 12:25 pm Best Customer Experience Finalist Panel | Ashleigh Galbraith - Quality Assurance and Training Coordinator, PICA GroupZac Vlahandonis - Associate Director – Brand, Marketing and Student Recruitment, Holmesglen
Rob Fellowes - Transactions Controller Finance Shared Services, Woolworths
Awards Finalist Stage
12:25 pm - 12:50 pm Employee/Agent Engagement Finalist Panel | Kelly Mendes - General Manager Shared Services, PICA GroupRola Issa - Sales & Customer Service Team Leader, FastCover
Jordan Crawford - Service Delivery Manager, Powershop
Awards Finalist Stage
12:50 pm - 1:10 pm Best Multichannel/Omnichannel Experience Finalist Panel | Michael Leane - Director, Department of Employment & Workplace RelationsAshleigh Galbraith - Quality Assurance and Training Coordinator, PICA Group
1:10 pm - 2:10 pm
Lunch Break
2:10 pm - 2:15 pm
CCW Prize Giveaway
2:15 pm - 2:35 pm
Contact Centre Lead of the Year Finalist Panel |
Hayley McHugh -
Real Time Manager,
Department of Employment & Workplace Relations
Kanika Puri - Chief Customer Officer, Fast Cover
Jessica O'Loughlin - Team Manager, Department of Employment & Workplace
2:35 pm - 2:55 pm
Advisory Board Panel Discussion | Conference Centre 2030: Imagining the Future for ANZ
Bart Taylor -
former-Chief Business Transformation Officer,
Gallagher Bassett
Peter Perla - Executive General Manager Customer Experience and Growth, Sumo
Gregory Chong - Head of Contact Centres, Booktopia
Darren Randall - Product Owner, Health Insurance, Bupa Australia & New Zealand
2:55 pm - 3:30 pm
Facilitated Roundtables | Applying Speaker Journeys to Your Business
2:55 pm - 3:30 pm
Roundtable | Motivating Teams for Success
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
