22 - 23 March 2027 | Royal Randwick Racecourse Sydney, Australia
The premier ANZ platform where customer contact leaders
shape the future of service and experience.
Christopher Douglas
Regional Director - Member Services Accor
Conference Agenda Day 1
9:45 AM INFO EXCHANGE PANEL | Operational Efficiency at Scale: What the Best Contact Centres Do Differently
Leaders from high-performing contact centres share the operational disciplines that separate top performers from the rest of the pack.
• Benchmark your operation against genuine top-quartile performers
• Identify the specific practices driving their efficiency gains
• Take home three metrics worth tracking that you're probably not
2:40 PM PRESENTATION |Designing Self-Service That Customers Actually Want to Use
A practical breakdown of what separates self-service customers embrace from self-service they abandon within seconds.
• Understand the design principles behind self-service that gets used
• Learn the most common reasons customers abandon self-service tools
• - Get a checklist to audit your own self-service experience
Check out the incredible speaker line-up to see who will be joining Christopher.
Download The Latest Agenda
