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.  

Patrick Lloyd

Contact Centre Transformation and ATO Interactions Strategy Director
ATO

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Matthew Wormald

A/Assistant Commissioner
Fire and Rescue NSW

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Wes Self

Chief Operating Officer
GMHBA

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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. 

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

Director, Community, Culture & Customer Experience
Waverley Council

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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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Carla Armanet

Executive Director, CX & Engagement
Metropolitan Memorial Parks

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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.  

Jasmyne Munro

Head of Customer Experience
Lake Macquarie City Council

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What happens when a single disruption threatens to bring public services to a halt? In this international case study, a government leader shares how their team navigated a high-stakes crisis while keeping essential services running. From managing citizen expectations to coordinating under intense pressure, this session reveals practical lessons in leadership, resilience, and maintaining public trust when everything else is at risk.  What happens when a single disruption threatens to bring public services to a halt? In this international case study, a government leader shares how their team navigated a high-stakes crisis while keeping essential services running. From managing citizen expectations to coordinating under intense pressure, this session reveals practical lessons in leadership, resilience, and maintaining public trust when everything else is at risk.