Matthew Wormald
A/Assistant Commissioner Fire and Rescue NSW
GovCC 2026 Day 1 Agenda: Tuesday, 18 March 2026
9:00 AM Keynote Panel | The CX Tipping Point: What 2026 (and Beyond) Demands from Contact Centres
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.
GovCC 2026 Day 2 Agenda: Wednesday, 19 March 2026
12:00 PM PANEL DISCUSSION | From Stress to Strength: Reimagining the Agent Experience
Frontline agents are navigating an era of rapid change, from rising citizen expectations to new technologies and increased workload complexity. This panel brings together leaders and practitioners to discuss innovative approaches that turn these challenges into opportunities for growth, engagement, and peak performance.
Check out the incredible speaker line-up to see who will be joining Matthew.
Download The Latest Agenda
