Catherine Veronesi
Executive Manager Service Experience City of SydneyGovCC 2026 Day 1: Wednesday, 18 March 2026
2:50 PM PANEL DISCUSSION | Humans + Machines: Smarter Service Through AI
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.
4:40 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.
Check out the incredible speaker line-up to see who will be joining Catherine.
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