CELEBRATING 10 YEARS
OF INDUSTRY CONNECTION, CONVERSATION, TRANSFORMATION
& EXCELLENCE
4-6 March 2025 | The STAR, Gold Coast
Executive Day: Wednesday 28th February
9:30 am - 10:00 am
Arrival and Morning Coffee
10:00 am - 10:10 am
Chairs Opening Remarks & Voice of Industry
Alexandra Craggs -
CX Portfolio Director,
IQPC
10:10 am - 11:00 am
Panel Discussion | Aligning the Contact Centre with the Broader Business Strategy
Brent Alexander -
National Manager – Customer Relationship Centre,
Beyond Bank
Duncan Guy - Chief Executive Officer, SensesWA
Lauren Reid - Chief Customer Officer, Navy Health
Darren Sutton - Associate Director, HealthShare NSW
11:00 am - 11:20 am
Speed Networking
11:20 am - 12:00 pm
Fireside Chat | Strategies for Attracting and Retaining Talent
Kanika Puri -
Chief Customer Officer,
Fast Cover
Claire Cunningham - Customer Experience Manager (National), Coles
12:00 pm - 1:00 pm
Lunch Break
1:00 pm - 2:30 pm
Think Tank One: Beyond Support - Turn Your Contact Centre into an Experience Centre
Richard Minta -
Senior Manager: Solutions Consulting,
Sprinklr
1:00 pm - 2:30 pm
Think Tank Two: Digital Discord: Unifying the Many Faces in your Customer Conversations
Cameron Adams -
Head of Go to Market & Strategy,
Webex CX APJC
1:00 pm - 2:30 pm
Think Tank Three: Delivering Next Generation Customer Experiences - AI-Powered Customer Care
Stephen Lewis -
Head of Strategic Solutions,
Probe CX
Customers are getting harder to please. Recent research by McKinsey shows that two-thirds of millennials expect real-time customer service and three-quarters of all customers expect consistent cross-channel service experience. Join us for a roundtable discussion that explores the potential of AI in transforming contact centres to deal with the complexity and variety of customer needs.
Our three-part discussion will dive into key themes:
- Designing and delivering engaging customer journeys, using AI to anticipate customer needs, offer personalised solutions and resolve issues quickly and effectively.
- How to bring the best out of people by using AI to augment their capabilities and performance, while ensuring their satisfaction, retention, and development.
- Measuring and improving customer service across channels with AI-driven insights from customer feedback, behaviour, and preferences.
Explore strategic possibilities and practical applications for AI to transform contact centres to deliver exceptional value to your business and customers
Sponsored by: Probe CX
2:30 pm - 3:00 pm
Afternoon Coffee Recharge
3:00 pm - 3:30 pm
Suncorp Case Study | Introducing AI into Operations: Aligning Front-End and Back-End Processes
Tim Johnson -
Head of Automation,
Suncorp Group
3:30 pm - 4:10 pm
Fireside Chat | Improving Business Operations Without Stretching the Purse Strings
Joshua Curtis -
Centre Manager – Customer Care,
Super Retail Group
Peter Perla - Executive General Manager Customer Experience and Growth, Sumo
4:10 pm - 4:50 pm
Fireside Chat | Change Management for Contact Centre Teams
Zac Vlahandonis -
Associate Director – Brand, Marketing and Student Recruitment,
Holmesglen
Joeanne Fox - GM Customer Solutions, Liebherr-Australia
4:50 pm - 5:30 pm
Solutions Clinic | 10 Things You Can Do in 2024 to …
§ Improve the Customer Journey
§ Streamline Efficiencies
§ Improve Employee Experiences
5:30 pm - 7:00 pm
Executive Day Networking Drinks
Sponsored by: Webex by Cisco
