GovCC 2026 Day 1: Wednesday, 18 March 2026
GovCC Day 1 Agenda Program
8:50 am - 8:55 am
Event Director’s Opening Remarks
8:55 am - 9:00 am
Chair’s Opening remarks
9:00 am - 9:40 am
Keynote Panel | The CX Tipping Point: What 2026 (and Beyond) Demands from Contact Centres
Patrick Lloyd -
Contact Centre Transformation and ATO Interactions Strategy Director,
ATO
Matthew Wormald - Commander Operational Communications, Fire and Rescue NSW
Wes Self - Chief Operating Officer, GMHBA
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.
9:40 am - 10:10 am
Partner Keynote | Accelerating the AI Advantage
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.
10:10 am - 10:40 am
Keynote | Fixing the Foundations: Getting the Fundamentals Right Before You Invest in AI
Bronwyn Riley -
Head of Core Customer Services,
Commonwealth Superannuation Corporation
Celebrity Masterclass
10:40 am - 11:25 am
IN CONVERSATION WITH ADAM GILCHRIST: Mastering the Game of Leadership and Performance
Adam Gilchrist -
Leadership Keynote,
Cricket Australia
11:25 am - 12:00 pm
Morning Break
Interactive Discussion Groups
IDG A
12:00 pm - 1:30 pm IDG A | Agentic AI in ActionIDG B
12:00 pm - 1:30 pm IDG B | Reimagining Workforce EnablementIDG C
12:00 pm - 1:30 pm IDG C | Modernising the Contact Centre StackIDG D
12:00 pm - 1:30 pm IDG D | Proactive, Predictive, PersonalisedIDG E
12:00 pm - 1:30 pm IDG E | AI Governance, Ethics, & TransparencyIDG F
12:00 pm - 1:30 pm IDG F | Digital Identity & Consent ManagementIDG G
12:00 pm - 1:30 pm IDG G | Measuring What Matters: KPIs Challenged, Disrupted, and ReimaginedIDG H
12:00 pm - 1:30 pm IDG H | Government Service Equity & Accessibility by Design
1:30 pm - 2:30 pm
Lunch Break
The Future Contact Centre: Data, Tech and People that Deliver
2:30 pm - 3:10 pm
PANEL DISCUSSION | From Dashboards to Decisions: Making Contact Centre Data Actually Useful
Nandita Sharma -
Director, Ai Standards (Commonwealth),
Digital Transformation Agency
Ben Thompson - Community, Culture and Customer Experience Director, Waverley Council
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.
3:10 pm - 3:40 pm
Spotlight Session - TAC's Contact Centre Transformation – AI Adoption Story
Sophie Uldrich -
Senior Manager of Customer Services,
Transport Accident Commission
Brian Lee - Principal Solution Architect, Digital Id and Verifiable Credentials Programme, Services NSW
3:40 pm - 4:10 pm
PANEL DISCUSSION | Humans + Machines: Smarter Service Through AI
Nandita Sharma -
Director, Ai Standards (Commonwealth),
Digital Transformation Agency
Chirag Lodhia - Director, Digital Health Training & Adoption Digital Pathology Contact Centre, Monash Health
Carla Armanet - Executive Director, CX & Engagement, Metropolitan Memorial Parks
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.
Chirag Lodhia
Director, Digital Health Training & Adoption Digital Pathology Contact CentreMonash Health
4:10 pm - 4:40 pm
Afternoon Break
Resilient by Design: Real-World Stories of Service Continuity
4:40 pm - 5:10 pm
Operating in the Grey – Real-World Lessons from the Frontline
Jasmyne Munro -
Head of Customer Experience,
Lake Macquarie City Council
When crisis strikes, there’s no playbook. In this candid session, the CX team from Lake Macquarie Council shares how they kept services running after a fire damaged their council building. From handling citizen concerns to navigating internal pressures, this is a story of resilience, quick decision-making, and transparent communication in the face of disruption. When crisis strikes, there’s no playbook. In this candid session, the CX team from Lake Macquarie Council shares how they kept services running after a fire damaged their council building. From handling citizen concerns to navigating internal pressures, this is a story of resilience, quick decision-making, and transparent communication in the face of disruption.
5:10 pm - 5:40 pm
PANEL DISCUSSION | Inclusive Service Design: Putting Citizens at the Centre
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.
5:40 pm - 6:40 pm
The Winner’s Circle Awards & Party
Celebrate, connect, and let loose at CCW after hours!
Raise a glass to industry excellence, cheer on the winners, and dance alongside the brightest minds in CX. It’s your moment to celebrate success - yours and the industry’s - in true CCW style.
