25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Lee Scales, Chief Customer Officer at UniSuper

Lee Scales


Chief Customer Officer
UniSuper

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

Download The Latest Agenda

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020


10:10 AM CUSTOMER CHAMPIONS PANEL: What will the Role of Contact Centres be in your Overall CX Framework Over the Next 5 Years?

With everything from automation, machine learning and digital services coming to market, the role of the contact centre is facing significant change. 

According to our panel, they hold the belief that meeting customer demands boils down to a consistent and positive customer experience, regardless of any communication channel that is in use. Properly leveraging your CX programs and customer feedback is the first step to doing this.

The question, however, is whether businesses today are actively employing strategic CX when reassessing their contact centre operations. 

  • Understanding customer behaviour and trends in order to prepare for the customer of the future
  • Reviewing your future CX roadmap to evaluate the changing purposes of different customer touch points
  • Bold predictions: Looking at the future contact centre and key disruptors within the industry today 
  • Utilising machine learning and AI to predict customer trends and changing behaviours

5:35 PM CCW Women: Leading from the Forefront

At CCWomen we are proud to provide a community where we can share our story and give advice to other women in the CX and contact centre industry.

In Australia 29.6% of directors in the ASX 200 are women. While this is a steady improvement from 2016 where only 13% of women held chair positions, as a country there is still a way to go in both workplace diversity of gender inclusion.

In order to get a better understanding of CX women in business, our panellist will share their stories regarding their career, current projects at their organisation, thoughts on mentorship and what advice they would give to the rest of the community.

Panellists: