22 - 23 March 2027 | Royal Randwick Racecourse Sydney, Australia
The premier ANZ platform where customer contact leaders
shape the future of service and experience.
Conference Agenda Day 2
Customer Experience Innovation
9:00 am - 9:20 am KEYNOTE PRESENTATION | The Next Frontier of CX: What's Actually Changing
A forward-looking look at the CX shifts genuinely reshaping customer expectations, separated from the trends that will fade.
• Understand which CX trends are durable versus short-lived
• Get a clear view of where customer expectations are heading next
• Identify one shift worth acting on immediately
Customer Experience Innovation
9:20 am - 9:50 am PANEL | Personalisation at Scale Without Creeping Out Your Customers Alicia George - Head of Customer Care ANZ, Lifehealthcare
A practical discussion on the line between helpful personalisation and personalisation that makes customers uncomfortable.
• Learn where the line sits between helpful and invasive personalisation
• Get practical guardrails for personalisation at scale
• Hear real examples of personalisation done well
Customer Experience Innovation
9:50 am - 10:15 am VENDOR CASE STUDY | Reimagining the Customer Journey End to End
A full walkthrough of one organisation's end-to-end customer journey redesign, including the friction points they found along the way.
• See a complete journey redesign from mapping to execution
• Learn how they identified hidden friction points
• Take home a practical approach to mapping your own journey
Customer Experience Innovation
10:15 am - 10:30 am QUICKFIRE CX Innovation Vendor Rapid FireA fast-paced showcase of CX innovation vendor
• Compare CX innovation approaches quickly
• Identify the solution relevant to your roadmap
• Build a shortlist for expo floor follow-up
Customer Experience Innovation
10:15 am - 10:45 am MORNING BREAK — Networking & RefreshmentsStep away to reflect on the key issues the Leader Morning surfaced, reconnect with peers facing the same challenges, and refocus. The exhibition floor is open — see live demonstrations of contact centre technology, digital platforms solutions, and the infrastructure being deployed across ANZ's contact centre industry.
Omnichannel Access for Public Sector
9:00 am - 9:20 am PRESENTATION | Meeting Citizens Where They Are: Channel Strategy for GovernmentA practical look at building a channel strategy that reflects how citizens actually want to interact with government, not how agencies assume they do.
• Understand real citizen channel preferences versus assumptions
• Learn how to prioritise channel investment with a limited budget
• Get a framework for a citizen-first channel strategy
Omnichannel Access for Public Sector
9:20 am - 9:50 am PANEL | Accessibility and Inclusion in Public Sector Contact Centres
A discussion on what genuine accessibility and inclusion look like in practice, beyond minimum compliance requirements.
• Learn what accessibility looks like beyond compliance minimums
• Hear practical steps other agencies have taken
• Get a starting checklist for your own accessibility audit
Omnichannel Access for Public Sector
9:50 am - 10:15 am CASE STUDY | One Front Door: Unifying Channels Across AgenciesA case study on how multiple agencies unified their citizen-facing channels into a single, coherent front door.
• See how cross-agency channel unification was actually achieved
• Learn what governance made the collaboration possible
• Take home lessons for your own cross-agency initiatives
Omnichannel Access for Public Sector
10:15 am - 10:30 am AUDIENCE INTERACTIVE Public Sector Problem Clinic: Bring Your Challenge, Get It Solved LiveBring a real operational challenge and get it worked through live by an expert panel, in front of a room facing the same pressures.
• Get real-time expert input on a challenge you're actually facing
• Hear how similar problems have been solved elsewhere
• Leave with a concrete next step, not just theory
Omnichannel Access for Public Sector
10:15 am - 10:45 am MORNING BREAK — Networking & RefreshmentsStep away to reflect on the key issues the Leader Morning surfaced, reconnect with peers facing the same challenges, and refocus. The exhibition floor is open — see live demonstrations of contact centre technology, digital platforms solutions, and the infrastructure being deployed across ANZ's contact centre industry.
Industry Insights & Best Practices
11:00 am - 11:30 am PRESENTATION | Benchmarking Contact Centre Performance: What the Data SaysA data-driven look at how contact centre performance benchmarks have shifted, and where your own metrics might be falling behind.
• See how your metrics compare to genuine industry benchmarks
• Understand which KPIs matter most in 2027
• Get a starting point for updating your own benchmarking approach
Industry Insights & Best Practices
11:30 am - 12:00 pm PANEL | Lessons from the Frontline: What's Actually Working in 2027Practitioners share what's genuinely delivering results on the frontline right now, cutting through the noise of what's merely trending.
• Hear what's actually working, not just what's being talked about
• Get practical ideas you can test immediately
• Learn from real frontline experience, not theory
Industry Insights & Best Practices
12:00 pm - 12:30 pm FIRESIDE CHAT | Getting Digital Identity Right: Best Practices for Verifying Customers Without Frustrating ThemA practical look at how leading contact centres are balancing airtight identity verification with a fast, low-friction customer experience, covering what's actually working across voice biometrics, knowledge-based authentication, and multi-factor approaches.
• Understand which identity verification methods genuinely reduce fraud without adding friction
• Learn where over-verification is quietly costing you customers and call time
• Get a practical checklist for auditing your own identity verification process
Operational Excellence Under Budget Pressure
11:00 am - 11:30 am PRESENTATION | Doing More With Less: The New Efficiency PlaybookA practical playbook for driving efficiency gains when headcount and budget are both under pressure.
• Get concrete efficiency tactics that don't rely on new spend
• Learn how to prioritise when everything feels urgent
• Take home a quick-win checklist for immediate impact
Operational Excellence Under Budget Pressure
11:30 am - 12:00 pm PANEL | Justifying Investment When Budgets Are Under the MicroscopeLeaders share how they've successfully built and defended investment cases in an environment of intense budget scrutiny.
• Learn how to build a business case that survives scrutiny
• Hear real examples of investment cases that succeeded
• Get language and metrics that resonate with finance leaders
Operational Excellence Under Budget Pressure
12:00 pm - 12:30 pm CHAIR-LED AUDIENCE INTERACTIVE The Budget Pressure ClinicA chair opens the floor and asks the room to name where budget pressure is actually biting hardest right now. From there, the chair leads a live, collective brainstorm on what's worked to relieve that pressure without cutting service quality.Compare cost-reduction approaches from multiple vendors quickly
• Surface where budget pressure is genuinely hitting contact centres right now
• Contribute to (or hear) live problem-solving shaped by the room
• Leave with practical ideas tested against multiple peers' real constraints
12:20 pm - 1:20 pm
LUNCH BREAK
Join peers from across industries for a networking lunch — sixty minutes to debrief the morning sessions, continue the conversations the morning started, and build the relationships that make delivery happen. For invited guests, exclusive VIP Hosted Lunches run concurrently, bringing senior executives and select partners together for high-impact, off-the-record discussion on the sector's most pressing challenges. By invitation only.
1:20 pm - 1:50 pm
PANEL | Retaining Talent in an AI-Augmented Contact Centre
A discussion on how contact centres are rethinking talent retention as AI takes on more of the frontline workload.
• Understand how retention strategies are shifting alongside AI adoption
• Hear what's keeping good agents engaged right now
• Get practical ideas to apply to your own retention approach
Panelists:
Renee Moore, General Manager - Customer Service and Experience, Bega Cheese Ltd
1:50 pm - 2:10 pm
PRESENTATION From Emerging Leader to Developing Leaders - The Ripple Effect of Leadership Development.
Sue Coe -
Head of Operations,
Red Health
• Explore the ripple effect of investing in emerging leaders through an Emerging Leaders Program.
• Showcase how developed leaders build capability and create new opportunities within their own teams.
• Hear the story through a key leadership insight: the true measure of leadership development isn't what happens to the person you develop, but what they do with what you've given them.
Presenter: Sue Coe, Head of Operations, Red Health
2:10 pm - 2:40 pm
PANEL Doing More With the Same Team: Protecting Agents from Efficiency Fatigue
A discussion on the risk of pushing efficiency initiatives too far, and how leaders are balancing operational gains against agent burnout and disengagement
• Understand where efficiency drives start costing you in agent burnout
• Hear how peers balance productivity targets with sustainable workloads
• Get warning signs worth watching for before efficiency becomes attrition
2:40 pm - 2:50 pm
AUDIENCE INTERACTIVE Is AI Making Agents More Replaceable, or More Valuable?
Two speakers argue opposite sides of a question every agent and leader in the room has a stake in: does AI adoption make frontline agents more expendable, or does it free them up to do the higher-value work only a human can? The room votes before the debate, hears both cases argued live, then votes again to see if minds changed.
• Hear a genuinely contested question argued from both sides, not a one-sided AI pitch
• See how the room's view shifts once the arguments are actually heard
• Walk away with a sharper, more tested view of where AI fits in your own workforce strategy
3:00 pm - 3:10 pm
CLOSING FIRESIDE CHAT What Great Will Look Like in 2030
A closing conversation looking ahead to what separates a genuinely great contact centre in 2030 from one that's merely keeping up.
• Leave with a clear, forward-looking view of where the bar is heading
• Understand the gap between keeping up and leading
• Walk away with one thing to start doing differently on Monday
