Tristan Fardy

Customer Experience Manager Volkswagen

24 FEBRUARY 2021: HYBRID DAY 2

Wednesday, February 24th, 2021

2:20 PM Driving Efficiency, Reducing Cost by 30%: Setting Up a Volkswagen Offshore Contact Centre Hub in New Zealand

Tristan Fardy, Head of CX at Volkswagen Group, will deliver a case study presentation delving into the work his team are doing to set up an offshore, internal contact centre hub. With a strong remote working culture already implemented since 2018, he and the team have begun the task of setting an internal contact centre workforce over in New Zealand.

Learn how they did it. The result? A reduction in cost by up to 30%

  • Guaranteeing customer experience remains priority with a remote workforce
  • Scaling customer operations to increase satisfaction ratings
  • Delving into risk management in outsourcing/offshoring in the wake of shifting company priorities

25 FEBRUARY 2021: HYBRID DAY 3

Thursday, February 25th, 2021

3:20 PM INSPIRE TALKS: Inspiring, Empowering and Paving the Way for Future Contact Centre Leaders in 2021


In 2021, we’ve hustled our previous CCW Contact Centre Leader of Year Winners to discuss the journey they have been on since being awarded the title.

CCW Inspire has been designed to shine a light on the leaders in the customer contact community and promote new ways to build relationships, support our people and inspire each other as we pave the way for future contact centre leaders.

Here they will discuss:

  • The key lessons they learnt in their leadership journey
  • The highs and lows of their careers, and how they kept on moving
  • Insight on new ways we can mentor and break down barriers to support our teams and future workforce
  • Top tips in succeeding in the industry: How to achieve career success no matter where in the journey you’re in

Panelists: