Chirag Lodhia
Director, Digital Health Training & Adoption Digital Pathology Contact Centre Monash Health
GovCC 2026 Day 1 Agenda: Tuesday, 18 March 2026
3:40 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.
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 Chirag.
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