25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Craig McCosker, Product Strategy Manager, Future Focus at ABC

Craig McCosker


Product Strategy Manager, Future Focus
ABC

Check out the incredible speaker line-up to see who will be joining Craig.

Download The Latest Agenda

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020


4:05 PM Drop the Mic: Employing an Omni Channel Contact Centre: Redefining New Activities on Mobile and Digital Properties

This panel will look at how, as digital adoption rises, outdated contact centre systems are unable to deliver the level of service required to stay competitive.

Debate new ways to define a high impact omni-channel CX through the removal of silo communication channels and the ability to integrate the contact centre to new digital platforms.

It is here we will look at two schools of thought: those that say omni channel is here and is being put to good use, and leading experts that believe Australia still has a long way to go.

  • Implementing an effective social media engagement strategy to ensure customers are utilising their preferred method of communication
  • Utilising the right chatbots in your organisation for improved operations
  • Determining the key ways to implement personalised outbound engagement for customers 
  • Delving into new and emerging technologies to deepen relationships and customer loyalty

Panellists: