The Biggest CX Event on the Planet.
Experience the Most Senior Gathering Across The 
Entire Customer Experience Ecosystem

Opening Remarks by Contact Centre Transformation Chair, David Daley General Manager, Strategic Transformation, ESSSuper

9:20am – 9:50am

Panel

Become the CEO of Your Contact Centre: Going from a Profit to a Value Centre in This New Era of Customer Relationships

• Educating the business on why contact centres should not be responsible for sales generation, but a mechanism for driving customer engagement
• Mapping the key metrics that can prove customer loyalty, retention, and sentiment via the contact centre
• Is the contact centre a CX blind spot? If so, how do we fix this?
• Bringing your people to the forefront – why your frontline are the heart of CX
  

Panelists:

1. Duncan Guy, General Manager Customer, Baptistcare
2. Amanda Romeo, Head of Customer Contact & Operations, ahm Health
3. Peter Perla, Executive General Manager Customer Experience and Growth, Sumo Energy

9:50am – 10:20am

Speed Networking Ice Breaker

In this speed networking ice breaker session, attendees are faced with the challenge of meeting as many people as possible in a 20-minute time block.

Is there a speaker or consultant you just must introduce yourself to? Speed Networking is your chance!

10:20am – 10:50am                 

Thought Leadership Session

ChatGPT: Friend, Foe or AI Overlord

Mark Chatterton, Co-Founder, InGenius AI

10:50am – 11:30am

Keynote

Why Does the Contact Centre Have to Be the CX Blind Spot? Getting Your Organisation to See Customer Contact as the Heart of CX

• Proving to the business how you’re increasing customer lifetime value through the contact centre
• Speaking the language of the C-Suite: Proving ROI to every C-Suite across your organisation
• Working with Marketing & Operations teams to understand how customer patterns shift based on contact centre performance

Charlotte McClay, Head of Customer Service, The Oodie

11:30am – 12:00pm

Morning Tea

12:00pm – 12:30pm

International Keynote

Pushing out the Right Information in the Face of Unrest: How City of Buffalo’s Contact Centre Stepped Up for the Community During Tragic Times

• Instilling an internal culture of strength and resilience in times of challenge so when society falls, government doesn’t
• Creating support services for council workers and senior management to ensure mental health is always prioritised
• Preparing contact centre agents in difficult times for worst-case scenarios – and how to handle community unrest during trying times

Oswaldo Mestre, Chief Service Officer, City of Buffalo 

12:30pm – 1:00pm

Thought Leadership Session

How a Centralised, Cloud-First Contact Centre Approach Lets Bega Drive Improved Customer Experiences and Increase Agent Productivity

Learn how NICE CXone and CCNA have helped Bega Dairy and Drinks futureproof its contact centre environment.

In this session, we’ll discuss:

• why a modern, cloud-based solution is essential for frictionless experiences - why increased visibility and reporting is essential to optimise contact centre operations
• how a flexible, scalable solution can improve user experience and increase productivity
• why CXone was the ideal solution for Bega Dairy and Drinks - how the future-ready solution gives the organisation the capability to scale its operations as needed.

Speaker:

1. Renee Moore, Customer Contact Director, Bega Dairy and Drinks
2. Sam Scott, Account Manager, CCNA
3. Anthony Brown, Director – Solution Consulting, NICE

1:00pm – 1:30pm

Fireside Chat

Is Customer Service an Outdated Term? Understanding the Relationship Between Quality Service VS Quality Experience

• How customer service is changing – understanding whether your agents are there to solve problems, or drive customer connections
• Driving a strong internal culture where employees come first
• Working with CX teams to educate the business on where in the customer journey the customer service department plays the most central role

Lauren Reid, Chief Customer Officer, Navy Health

1:30pm – 2:30pm 

Lunch Break

2:30pm – 3:00pm                 

Keynote

Driving a High Value Contact Centre by Blending the Digital Customer Support and Voice Channels Together

• Working with marketing to ensure all digital channels, such as chatbots, representative a consistent brand voice
• Balancing digital and in-person channels - ensuring you have the right mix of support channels for every customer segment
• Gathering insights via your contact centre support channels to understand future customer behaviours and trends

Rebecca Burns, Head of Support, MYOB 

3:00pm – 3:30pm

Keynote

How Simply Energy is Developing a Customer Service Model that Adapts to the Customer’s in Moments of Need

• Using the contact centre as a mechanism in educating customers of financial wellbeing
• Balancing digital with human connections – why it’s important to always maintain a human touch in complex industries
• Having a unified view of the customer across multiple interfaces – the challenges faced

Terence Alvarez, General Manager Operations, Simply Energy

3:30pm – 4:00pm

Afternoon Tea

4:00pm – 4:30pm

Fireside Chat

Balancing Digitisation and Self Service with Human Connections: What’s the Perfect Formula?

• Mapping the top channels being used by customers to optimise your investment
• Understanding changes in customer behaviours post contact centre digitisation: Is customer retention and sentiment higher or lower?
• Balancing real life human connections with digital – what are the steps involved?

Daniele Iezzi, General Manager Customer Service, Country Road Group

4:30pm – 5:00pm

Keynote

Introducing Self-Monitoring Inside the Call Centre: Does self-awareness & control improve performance, relatability and reduce burn-out?

• Building confidence in your people – going from the what to why when agents do outbound calling
• How to drive self-monitoring in contact centres – what are the key KPIs agents should track?
• Managing your people through a trust-only approach: Does it work?
• Keeping frontline teams as the heart of the company – using their feedback to shape company strategy

Greg McPherson, General Manager – Business & Member Services, Cerebral Palsy Support Network

5:00pm – 5:15pm

End of Day Remarks

8:15am - 9:20am                                          

Opening Remarks by Contact Centre Transformation Chair, David Daley General Manager, Strategic Transformation, ESSSuper

9:20am – 9:50am

Fireside Chat

We Brought Our Contact Centre In-House, Now What? Optimising AI and Channel Management at Westpac to Drive a Seamless Service Experience

• Optimising your key channels – understanding which channels may still be used in 10 years’ time, and which may need replacement as new technology develops
• How can AI and ML be effectively utilised to drive a digital-first organisation that helps reduce customer effort scores
• Segmenting your customers based on need: using real-time monitoring to collate then solve customer issues

Jo Moxey, National General Manager Contact Centres, Westpac

9:50am – 10:20am                            

Thought Leadership Session

Putting Conversational Data at the Centre of Awesome Customer Experiences

Human interactions drive brand trust and customer perceptions. Contact Centre Agents are on the front line whipping up resolutions. Equipping Agents to respond well without spending time searching disparate tools for answers leads to higher agent satisfaction, a 5-star customer experience, and increased customer lifetime value. Join us to see how Twilio Flex empowers agents to deliver the experience customers crave.

Discover how Twilio allows customers to self-serve and enables hyper-personalised communication between customers and agents, so your brand can build trust and accelerate resolution from first-call to first-interaction

Chris Connolly, Principal Solutions Engineer, Flex

10:20am – 10:50am

Fireside Chat

Handling a Crisis: How to Ensure that as Digital Contact Centres Gear Up, We Still Have Physical Call Centre Agents in the Wake of Catastrophe

• Understanding the value of phone and voice channels in times of uncertainty
• Balancing digital channels with voice – what is the most cost-effective mechanism to do this?
• How to ensure your contact centre agents are handling call queries effectively at all times of the day

Elisa Iurato, Chief Community, Retail & Supporter Experience, World Vision Australia

Dee Arora, SVP & Executive Director, Startek ANZ

10:50am – 11:20am

Morning Tea 

11:20am – 11:50am

Thought Leadership Session

Thought Leadership Session – Reserved for Khoros

11:50am – 12:20pm

12:20pm – 12:50pm

Fireside Chat

Driving ROI in CX: How to Ensure You’re Measuring and Proving ROI in CX to Drive Longterm Investments

Allison Dorogoj, Head of Customer Experience, Simply Energy

12:50pm – 1:20pm

Closing Keynote

Reserved for Service Victoria

Cassandra Meagher, Executive Director, Service Reform & Corporate, Service Victoria

1:20pm – 2:00pm

End of Next Gen CX Program & Start Up Pitchfest Competition Begins! 

Join the AI in CX Stage as our Start Up Pitchfest begins. The winner will be decided by you, the audience!