Anna Thomas
Cx Transformation Lead icare
GovCC 2026 Day 2: Thursday, 19 March 2026
9:10 AM KEYNOTE OPENING PANEL | The Invisible Work of Customer Contacts: Why Back-End Systems Matter More Than You Think
Behind every seamless customer interaction lies the often-overlooked world of back-end systems. This session explores how flexible work models, the right digital tools, and meaningful human support can ease hidden pressures in contact centres. By strengthening the foundations, leaders can empower their teams to thrive while delivering faster, smoother, and more reliable service.
11:20 AM CASE STUDY | From Phone to Digital – Channel Shift that Works
Shifting customers from traditional phone calls to digital channels is easier said than done. This case study unpacks how one organisation successfully guided citizens toward digital adoption without sacrificing service quality. Learn what strategies built trust, what tools smoothed the transition, and how the shift created lasting improvements for both customers and staff.
Check out the incredible speaker line-up to see who will be joining Anna.
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