18-19 March 2026 | Royal Randwick Racecourse, Sydney, Australia
Where Real Engagement Meets Real Opportunity
Shehara Hapugalle
CX Specialist Zoom
Customer Contact Week ANZ 2026 - Day One
9:20 AM Partner Keynote | Break the Metrics Trap - Win With Trusted Human-Centred Intelligence
Too often CX strategy starts and ends with metrics handle time, cost per contact, service levels. Those are outputs, not outcomes. In 2026, the winners will be organisations that untangle customer experience from old scorecards and reframe it around trust, context and real human connection supported by intelligence.
Join Kris Ram, CEO of CDM Direct and Shehara Hapugalle, Zoom CX Specialist, and learn:
- how AI-powered workflows transformed fragmented processes into seamless, insight-driven conversations.
- How to turn AI to a “superpower layer,” to let agents focus on what truly matters
- How to rethink your CX playbook and explore modern, intelligent platforms can support your CX transformation.
Check out the incredible speaker line-up to see who will be joining Shehara.
Download The Latest Agenda
