GovCC 2026 Day 1: Wednesday, 18 March 2026

Customer expectations, workforce dynamics, and technology adoption are all reaching a tipping point. This panel brings together senior leaders to explore what the next phase of customer contact looks like and how organisations can prepare now for what’s coming in 2026 and beyond.  Customer expectations, workforce dynamics, and technology adoption are all reaching a tipping point. This panel brings together senior leaders to explore what the next phase of customer contact looks like and how organisations can prepare now for what’s coming in 2026 and beyond.  

Matthew Wormald

Chief Superintendent, Commander Operational Communications
Fire and Rescue NSW

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Scott Parr

, Director - Super Business Service Centre
Australian Taxation Office

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As AI becomes central to contact centre strategy, this session explores how to deploy it effectively - balancing automation with human insight to unlock speed, scale, and service quality. As AI becomes central to contact centre strategy, this session explores how to deploy it effectively - balancing automation with human insight to unlock speed, scale, and service quality. 

Drawing on real-world experience deploying AI in enterprise customer service environments, this session explores the practical lessons organisations are learning as AI moves from experimentation to production. While the vision for AI in customer experience is ambitious, successful programs are built on strong foundations—from the information AI relies on, to selecting the right problems to solve first. This session will share insights into what separates promising pilots from scalable AI initiatives that deliver measurable business value.

Beyond the technology itself, delivering AI in customer experience requires alignment across the organisation and a willingness to learn quickly once solutions are live. Ben Hancock, NiCE will discuss the importance of collaboration across teams, the role of testing and evaluation, and how continuous feedback and analytics allow organisations to rapidly improve AI performance. Complementing these perspectives, Paul Judd from Optus will focus on the human and operational side of AI adoption, including change management, organisational readiness, and preparing teams to successfully support AI-driven customer experience.

Drawing on real-world experience deploying AI in enterprise customer service environments, this session explores the practical lessons organisations are learning as AI moves from experimentation to production. While the vision for AI in customer experience is ambitious, successful programs are built on strong foundations—from the information AI relies on, to selecting the right problems to solve first. This session will share insights into what separates promising pilots from scalable AI initiatives that deliver measurable business value.

Beyond the technology itself, delivering AI in customer experience requires alignment across the organisation and a willingness to learn quickly once solutions are live. Ben Hancock, NiCE will discuss the importance of collaboration across teams, the role of testing and evaluation, and how continuous feedback and analytics allow organisations to rapidly improve AI performance. Complementing these perspectives, Paul Judd from Optus will focus on the human and operational side of AI adoption, including change management, organisational readiness, and preparing teams to successfully support AI-driven customer experience.

Paul Judd

Senior Solution Architect
Optus

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Ben Hancock

Manager of Customer Service Automation Digital and AI
NICE

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Discover how AI is enhancing, not replacing, the human touch in contact centres. This session will showcase real-world examples of generative AI supporting agents in real time, enabling faster triage of complex issues, and streamlining workflows to create more efficient and personalised service experiences.  Discover how AI is enhancing, not replacing, the human touch in contact centres. This session will showcase real-world examples of generative AI supporting agents in real time, enabling faster triage of complex issues, and streamlining workflows to create more efficient and personalised service experiences.  

Nandita Sharma

Director, Ai Standards (Commonwealth)
Digital Transformation Agency

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Chirag Lodhia

Director, Digital Health Training & Adoption Digital Pathology Contact Centre
Monash Health

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Catherine Veronesi

Executive Manager Service Experience
City of Sydney

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Data alone doesn’t solve problems — it’s how you use it that makes the difference. This panel brings together leaders who are moving beyond dashboards to make smarter, faster decisions in the contact centre. They’ll explore how predictive analytics can transform demand planning, helping teams stay ahead of spikes and service pressures. The conversation will also highlight how CX data can shape service policy and improve citizen outcomes. And because timing is everything, the panel will debate when to lean on real-time insights versus the deeper lessons found in historic data.  Data alone doesn’t solve problems — it’s how you use it that makes the difference. This panel brings together leaders who are moving beyond dashboards to make smarter, faster decisions in the contact centre. They’ll explore how predictive analytics can transform demand planning, helping teams stay ahead of spikes and service pressures. The conversation will also highlight how CX data can shape service policy and improve citizen outcomes. And because timing is everything, the panel will debate when to lean on real-time insights versus the deeper lessons found in historic data.  

Nandita Sharma

Director, Ai Standards (Commonwealth)
Digital Transformation Agency

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Ben Thompson

Community, Culture and Customer Experience Director
Waverley Council

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Renae Patterson

Acting Director Customer Service
Department of Climate Change, Energy, the Environment and Water

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This session walks through the essentials of digital verifiable credentials, how they function, and what they mean for government service delivery and the people you support. Brian will also share early lessons from Service NSW pilot work to help your teams plan for what’s coming.

Government contact centres serve a diverse population, but meeting the needs of all citizens requires more than standard processes. This panel explores how agencies can design services that are accessible, equitable, and responsive to everyone, including vulnerable and underserved communities.  

Catherine Veronesi

Executive Manager Service Experience
City of Sydney

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Renae Patterson

Acting Director Customer Service
Department of Climate Change, Energy, the Environment and Water

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A look at how organisations are rethinking talent, skills, culture, and leadership to create resilient, engaged, and future-ready teams.

Key Takeaway - Understand how forward-looking leadership and strategic workforce planning can drive long-term organisational success.