25 - 28 February, 2020 | The STAR Gold Coast, Queensland
SAVE AU$500 WHEN YOU REGISTER BY FRIDAY, 22 NOV
Welcoming our latest sponsor:
THE HOME OF CUSTOMER CONTACT IN Australia & NZ
Customer Contact Week 2020 will provide you with the necessary roadmap and tools to adapt your People, Process, Technology and Customer Service Delivery strategy towards a new frontier. We’ll bring together pioneering organisations to discuss how they are successfully navigating this change and transforming their Contact Centres into a unified CX Hub that will forever change the way customers connect.
The #1 Customer Contact Event in Australia & NZ!
70+
EXPERT SPEAKERS
8
TOPIC STREAMS
6
INTERACTIVE WORKSHOPS
3
EXCLUSIVE SITE TOURS
Insights from Chief Customer Officers
Lawrence Mitchell
Chief Customer Officer
Steven Bailey
Chief Customer Officer
Lee Scales
Chief Customer Officer
Inspirational Speakers
Adam Geneave
Chief Customer Happiness Officer
AirAsia (MALAYSIA)
Chief Customer Happiness Officer
AirAsia (MALAYSIA)
Mai Le
Head of Customer Obsession
Customer Care, Uber (USA)
Head of Customer Obsession
Customer Care, Uber (USA)
Josh Teichman
Group Manager, Digital Transformation
Monash University
Group Manager, Digital Transformation
Monash University
Chris Barnes
Head of Consumer Service
National Australia Bank
Head of Consumer Service
National Australia Bank
Sue Ferguson
Director Contact Centres
Service NSW
Director Contact Centres
Service NSW
Shyamala Prayaga
Autonomous Vehicle Digital Experience, Product Owner
Ford Motor Company (USA)
Autonomous Vehicle Digital Experience, Product Owner
Ford Motor Company (USA)
Sam King
Capability and Innovation Manager
AGL Energy
Capability and Innovation Manager
AGL Energy
Paul Classens
Head of Contact Centres
ING
Head of Contact Centres
ING
Lee Scales
Chief Customer Officer
UniSuper
Chief Customer Officer
UniSuper
Vicki Wood
Head of Delivery
Commonwealth Bank of Australia
Head of Delivery
Commonwealth Bank of Australia
Ray Apple
Executive Vice President Contact Centres, Customer Experience and Operational Technology
Wells Fargo (USA)
Executive Vice President Contact Centres, Customer Experience and Operational Technology
Wells Fargo (USA)
Troy Barnes
Chief Customer Officer
Yum! (SINGAPORE)
Chief Customer Officer
Yum! (SINGAPORE)
Nick Macfarlane
Head of Customer Experience
Sky Spain (SPAIN)
Head of Customer Experience
Sky Spain (SPAIN)
Steve Mitchinson
Chief Customer Officer
Department of Finance WA
Chief Customer Officer
Department of Finance WA
Steven Bailey
Chief Customer Officer
MyBudget
Chief Customer Officer
MyBudget
Fasahat Feroze
Strategic Service Design Lead, Employee Experience
Qantas
Strategic Service Design Lead, Employee Experience
Qantas
Lawrence Mitchell
CCO
Sumo Salad
CCO
Sumo Salad
Olga Quiros
Director Global Customer Operations
Expedia Group (SINGAPORE)
Director Global Customer Operations
Expedia Group (SINGAPORE)
Michael Dyson
Head of Solution Design
nbn co Australia
Head of Solution Design
nbn co Australia
Sharron Bottica
Chief Customer Officer
AIA
Chief Customer Officer
AIA
CCW 2020 Topics & Themes
People and Culture
- Going from EX to CX : The Steps for Engaged, Authentic Contact Centre Agents that hits the X factor for employees and customers
- Flexible Working – the secret to Increased Agent Productivity?
- Reimagining Workspaces and Environment – the Future of Work
Technology
Innovation
- The Human Face of Digital: How to Retain your Brand Identity and Connection
- The Digital Integration Problem: Incorporate All Your Customer Data Across Your Digital Touch Points
- Unveiling New Self-Service Platforms such as Virtual Agents and Live Chat
Process Excellence
- Migrating to CX: The Role of Agile in Driving Change and Service Strategies
- Finding the Right Operating Model: Determine the Right Operational Strategy for your Customer Contact Hub
- Unveiling New KPIs and Measurement Models to drive Customer Outcomes
CCW Exec Club:
Innovation Talks
- Future-proof your CX Differentiator: Evolve your Customer Experience Delivery to Stay Relevant & Innovative
- Unleashing Customer Data and Advanced Analytics to Drive Customer Relationships
- Operational efficiency Vs. Intelligent Customer Service: The role of AI & Automation
2020 CCW Excellence Awards
We strive to recognise facilities, teams, individuals and solutions providers who are making the greatest contributions to the customer contact space by driving innovation, service design and exceptional user experiences.
Unforgettable Experiences..
What Past Attendees Are Saying
Thank You to Our Partners!
Diamond Sponsor
Platinum Partner
Cloud CX Partner
Gold Sponsor
DESTINATION SPONSOR
Cloud Contact Centre Sponsor
Technology Innovation Sponsor
Innovation Centre Sponsor
Event Partners
Event Partners
Event Partners
Event Partners
Event Partners
Event Partners
Event Partners
Coffee Cart Sponsor
Exhibition Partners
Exhibition Partners
Exhibition Partners
Exhibition Partners
Exhibition Partners
Exhibition Partners
Exhibition Partners
Recruitment Partner
Lanyard Sponsor
Supporting Partner
Media Partners
Media Partners
Media Partners
Media Partners
Media Partners
Media Partners
