Here are some of our speakers for Customer Contact Week Australia and New Zealand 2020
25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD

Meet the CCW 2020 Speakers

Our CCW C-SUITE


Adam Geneave
Adam Geneave
Chief Customer Happiness Officer
AirAsia (MALAYSIA)
Lee Scales
Lee Scales
Chief Customer Officer
UniSuper
Troy Barnes
Troy Barnes
Chief Customer Officer
Yum! (SINGAPORE)
Steve Mitchinson
Steve Mitchinson
Chief Customer Officer
Department of Finance WA
Steven Bailey
Steven Bailey
Chief Customer Officer
MyBudget
Lawrence Mitchell
Lawrence Mitchell
CCO
Sumo Salad
Sharron Bottica
Sharron Bottica
Chief Customer Officer
AIA

International Powerhouse


Mai Le
Mai Le
Head of Customer Obsession
Customer Care, Uber (USA)
Shyamala Prayaga
Shyamala Prayaga
Autonomous Vehicle Digital Experience, Product Owner
Ford Motor Company (USA)
Ray Apple
Ray Apple
Executive Vice President Contact Centres, Customer Experience and Operational Technology
Wells Fargo (USA)
Nick Macfarlane
Nick Macfarlane
Head of Customer Experience
Sky Spain (SPAIN)
Adam Geneave
Adam Geneave
Chief Customer Happiness Officer
AirAsia (MALAYSIA)
Troy Barnes
Troy Barnes
Chief Customer Officer
Yum! (SINGAPORE)
Olga Quiros
Olga Quiros
Director Global Customer Operations
Expedia Group (SINGAPORE)

Innovation Trailblazers


Simon Banks
Author, Artist and Innovation Expert
Simon Banks
Sam King
Sam King
Capability and Innovation Manager
AGL Energy
David Jaffe
David Jaffe
Consulting Director
Limebridge
Tim Roberts
Tim Roberts
Director Customer Innovation
Westpac
Fasahat Feroze
Fasahat Feroze
Strategic Service Design Lead, Employee Experience
Qantas
Andy Hardy
Andy Hardy
Strategic Director of Employee Engagement
Genesys
Michael Dyson
Michael Dyson
Head of Solution Design
nbn co Australia
Blaine Slater
Blaine Slater
Group Executive – New Business
TSA Group
James Moore
James Moore
Head of Workforce Planning
Sportsbet
Clare Toufexis
Clare Toufexis
General Manager Services and Access
Department of Internal Affairs, NZ
Sarah James
Sarah James
Head of New Business and Continuous Improvement
MLC Insurance
Andrew Hume
CEO
Probe Group
Megan McDonald
Megan McDonald
Group Manager, Product
World Vision Australia
Carl Gribble
Carl Gribble
Member Experience Design Manager
RACQ

Digital & Data Pioneers


Josh Teichman
Josh Teichman
Group Manager, Digital Transformation
Monash University
Kieran Clarke
Kieran Clarke
Head of Digital Engagement
Public Transport Victoria
Vicki Wood
Vicki Wood
Head of Delivery
Commonwealth Bank of Australia
Lyndon Summers
Lyndon Summers
Product Manager CAIS
Open Universities Australia
Sheryl North
Sheryl North
Channel Lead – Customer in Home
Spark NZ
Jimmy Wu
Jimmy Wu
Insights, Advanced Analytics Manager
The Coffee Club
Matthew Sherwood
Matthew Sherwood
Lead Product Owner
IAG
Senior Service Designer, Product and Innovation Telstra
Senior Service Designer, Product and Innovation Telstra
Senior Service Designer, Product and Innovation
Telstra
Jemma Vandali
Jemma Vandali
Service Design Chapter Lead
Telstra
Craig McCosker
Craig McCosker
Product Strategy Manager, Future Focus
ABC
Lara Atechian
Lara Atechian
Head of UX
Booktopia
Luciana Andriani
Luciana Andriani
Group Manager, Monash Connect
Monash University
Jon Whitby
Jon Whitby
Head of UX
World Nomads
Pablo Munoz
Pablo Munoz
Field Communication Manager
8x8
Mark Baylis
Mark Baylis
Vice President Customer Service and Digital Customer Engagement
Optus

CX Rockstars


Chris Barnes
Chris Barnes
Head of Consumer Service
National Australia Bank
Paul Classens
Paul Classens
Head of Contact Centres
ING
Naved Khan
Naved Khan
Head Customer Experience & Operations – Global Service Delivery
eBay A/NZ
Luke Whytcross
Luke Whytcross
Head of Customer Solutions
O’Brien Glass
Kate Fowler
Kate Fowler
Assistant Commissioner
Australian Taxation Office
Catherine Drinkwater
Catherine Drinkwater
Customer Experience Strategy Manager
City of Gold Coast
Malcolm Angell
Malcolm Angell
Head of Contact Centre
LGIA Super
Louise James
Louise James
Head of Customer Service
Transurban
Jean-Pierre Doherty-Bigara
Jean-Pierre Doherty-Bigara
Customer Care Manager
TNT

Agent Champions


Sue Ferguson
Sue Ferguson
Director Contact Centres
Service NSW
David Daley
David Daley
General Manager Member Engagement
ESS Super
Jessica Thompson
Jessica Thompson
General Manager, Service Business and Government
Australia Post
Sarina Pratley
Sarina Pratley
General Manager of Contact Centres
ANZ, NZ
Antoine Casgrain
Antoine Casgrain
General Manager of National Contact Centre
KINCARE
Matt Penman
Matt Penman
General Manager Customer Service
Auto General Australia
Lucas Karchinsky
Lucas Karchinsky
Executive Manager, Call Centre Operations and Business Solutions
Life Flight Foundation
Joan Brierley
Joan Brierley
A/ Executive Director Drivers and Vehicles
Department of Transport WA
Tim Powell
Tim Powell
National Contact Centre and Operations Manager
Teachers Mutual Bank
Michele Olivier
Michele Olivier
Head of Customer Service
Princess Cruises
Trent Poupard
Trent Poupard
Head of Direct Sales & Service
Momentum Energy
Carly Irving
Carly Irving
General Manager Customer Market and Operations
Energy Queensland
Lizzie Bott
Lizzie Bott
Senior Service Designer, Product and Innovation
Telstra
Sally Forde
Sally Forde
Contact Centre Specialist
CBus Super
Megan Papadopoulos
Megan Papadopoulos
Head of Consumer Connection
Bendigo and Adelaide Bank
Rehana Jagata
Rehana Jagata
General Manager of Customer Enquiries & Complaints
nbn
Tom Hatch
Tom Hatch
Manager – National and Strategic Sales
DFP Recruitment