Anna Thomas
Customer Experience Lead icare NSW
GovCC 2026 Day 2 Agenda: Wednesday, 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.
Check out the incredible speaker line-up to see who will be joining Anna.
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