Executive Day: Tuesday 4th March

9:00 am - 9:30 am Arrival and Morning Coffee

9:30 am - 9:35 am Chairs Opening Remarks & Voice of Industry

Explore the future landscape of contact centres as we look ahead to 2025-2035. This panel will discuss emerging trends, technological advancements, and strategic insights shaping the evolution of contact centre operations. Gain foresight into key opportunities and challenges and learn how to develop long-term strategies that drive innovation and enhance customer engagement.

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Joshua Curtis

Centre Manager โ€“ Customer Care
Super Retail Group

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Kanika Puri

Chief Operating Officer
Fast Cover

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Jaime Jonston-Smith

General Manager Contact Centre
Feros Care

Stephen Bond

Director Enterprise Project Management
Defence Housing Australia

10:15 am - 10:30 am Speed Networking

Discover how organizations can leverage superior customer experience to gain a competitive edge in today's market. This panel will explore strategies, best practices, and case studies demonstrating how exceptional customer experiences drive loyalty, retention, and business growth. Learn practical insights to elevate your customer experience strategy and differentiate your brand in the marketplace.

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Trudy Noller

Community & Engagement Manager, Customer & Commercial Department,
University Admissions Centre

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Emilia Simone

General Manager โ€“ Customer Experience
Sime Darby Motors

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Andy Hitchen

Customer Operations & Provider Solutions Hub Lead
Medibank

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Eleni Miller

General Manger, Customer Sales & Service
APT Travel Group

11:10 am - 12:30 pm Morning Networking Break

11:30 am - 1:00 pm Think Tank One:

11:30 am - 1:00 pm Think Tank Two:

11:30 am - 1:00 pm Think Tank Three:


1:00 pm - 2:00 pm Lunch Break

Industry leaders will share strategies and personal experiences in navigating organizational transformation. Discover insights into overcoming challenges, seizing opportunities, and effectively leading teams through periods of change. This session aims to inspire and equip attendees with practical wisdom for guiding their organizations through transformative journeys.

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Brent Sheriff

Manager Customer Operations
Energy Queensland

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Kirsty Robinson

Customer Experience Director
TAFE Queensland

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Duncan Guy

Chief Executive Officer
SensesWA

Explore essential metrics for optimizing operations in today's dynamic business environment with industry experts. Delve into identifying, measuring, and leveraging key performance indicators (KPIs) that drive efficiency and productivity. Gain insights into best practices for using data-driven insights to inform decisions and achieve operational excellence.

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Jane Elley

Customer Segment Leader
Department of Inland Revenue (New Zealand)

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Adam Waters

Head of Performance and Planning
CBHS

3:00 pm - 3:30 pm Fireside Chat | Building Resilience: Contact Centre Crisis Management and Business Continuity

Cloe Kernick - GM Customer and Market Operations, Energy Queensland
Elisa Iurato - Chief of Community, Retail & Supporter Experience, World Vision Australia

Explore strategies and best practices for crisis management and business continuity in contact centre operations with industry leaders. Gain insights into effective frameworks and lessons learned for ensuring operational stability and seamless customer service during disruptions.

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Cloe Kernick

GM Customer and Market Operations
Energy Queensland

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Elisa Iurato

Chief of Community, Retail & Supporter Experience
World Vision Australia

3:30 pm - 4:00 pm Afternoon Coffee Recharge

Explore strategies and best practices for cultivating talent within organizations and planning for future leadership needs. This panel will discuss effective talent development programs, succession planning frameworks, and the importance of nurturing a pipeline of skilled professionals. Gain insights into fostering a culture of continuous learning and growth to ensure organizational resilience and success.

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Nisha Varma

Contact Centre Experience Manager
Brighter Super

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Emma Hounsell

General Manager Contact Centres โ€“ Health Insurance
Bupa

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Lauren Reid

Chief Customer Officer
Navy Health

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Lucus West

Head of Customer Operations
AutoGuru

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Shannon Fox

Manager: Business Transformation
Red Energy

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Melissa van der Burgt

Head of Customer Experience Centres - Direct & Specialist Skills
Allianz Australia

Gain valuable insights and best practices from industry leaders in contact centre and customer experience management. This panel will explore effective leadership strategies, innovative approaches to enhancing customer interactions, and successful case studies. Discover how to drive operational excellence and elevate customer satisfaction through strategic leadership and continuous improvement initiatives.

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Kelly Mendes

General Manager Shared Services
Pica Group

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Sue Coe

Client Services Manager
RedHealth Independent Medical Assessments

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Luke Jones-Power

Head of Customer Support
Youi Insurance

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Melissa van der Burgt

Head of Customer Experience Centres - Direct & Specialist Skills
Allianz Australia

5:20 pm - 7:00 pm Executive Day Networking Drinks