PROACTIVE . PERSONAL . PURPOSEFUL
September 06, 2023
| Rydges Melbourne, Victoria
Agenda Day 1
9:00 am - 9:05 am
IQPC Welcome Address |
Alexandra Craggs -
CX Portfolio Director,
IQPC
9:05 am - 9:10 am
Chair’s Opening Remarks |
Emily Bayford -
Senior Manager, Contact Centres,
Australian Super
9:10 am - 9:25 am
Quickfire Case Study | 7 Deadly Sins of Implementing Call Quality in Contact Centres
Mark Burgess -
Site Director of Global Property & Guest Services Pacific Reservations and Customer - Asia Pacific,
Hyatt
Mark Burgess
Site Director of Global Property & Guest Services Pacific Reservations and Customer - Asia PacificHyatt
9:25 am - 9:40 am
Quickfire Case Study | Managing Multiple and Complex Services
Greg Curcio -
Director Customer and Performance,
Knox City Council
9:40 am - 9:55 am
Quickfire Case Study | Proactive Customer Contact
Rhys McKimmie -
Manager - Customer Contact Solutions,
Red Energy
9:55 am - 10:10 am
Speaker Q&A |
Mark Burgess -
Site Director of Global Property & Guest Services Pacific Reservations and Customer - Asia Pacific,
Hyatt
Greg Curcio - Director Customer and Performance, Knox City Council
Greg McPherson - General Manager - Business & Member Services, Cerebral Palsy Network
Alexandra Craggs - CX Portfolio Director, IQPC
Discover who is on-site with our speed networking session. Meet peers old and new and start connecting!
Mark Burgess
Site Director of Global Property & Guest Services Pacific Reservations and Customer - Asia PacificHyatt
10:10 am - 10:30 am
Speed Networking |
Discover who is on-site with our speed networking session. Meet peers old and new and start connecting!
10:30 am - 11:00 am
Panel Discussion | Integrating Traditional and Digital Service Channels
Daniele Iezzi -
Former - General Manager Customer Service,
Country Road Group
Emily Bayford - Senior Manager, Contact Centres, Australian Super
Greg Curcio - Director Customer and Performance, Knox City Council
Alexandra Craggs - CX Portfolio Director, IQPC
· What does a successful omnichannel experience look like?
· Managing different customer needs to ensure everyone get the solution they need
· Data, privacy and security for the modern customer
11:00 am - 11:30 am
Morning Break
11:30 am - 1:00 pm
Interactive Discussion Groups |
Over this 90-minute session you have the opportunity to join 3 of our discussion groups to deep-dive into the most pressing challenges (and solutions) in customer contact centres. Every 30 minutes you can move on to a new discussion to share your insights and raise your questions.
11:30 am - 1:00 pm
IDG A: Recalibrate And Reclaim Your Operational Performance In 2023
Sean McBride -
Head of Consulting,
Customer Driven
Louis Dupé - Director, Customer Driven
11:30 am - 1:00 pm
IDG B: How will AI Affect the Evolution of CX and the Contact Centre Sustainable Teams? Are we Ready for it?
Steve Jurisic -
Customer Experience SE,
RingCentral
11:30 am - 1:00 pm
IDG C: The Brilliance of Generative AI in Customer Service
Richard Minta -
Senior Manager: Solutions Consulting,
Sprinklr
Hendrik Coetzee - Solutions Architect, Sprinklr
1:00 pm - 1:45 pm
Lunch Break
1:45 pm - 2:00 pm
Voice of the Industry |
Share your thoughts and insights with colleagues and new connections in our interactive session. Raise your questions and share your answers on the hottest topics in customer contact centres.
2:00 pm - 2:15 pm
Quickfire Case Study | Building Employee Engagement in a Remote or Hybrid Working Environment
Renee Moore -
Customer Contact Director,
Bega Group
2:15 pm - 2:30 pm
Quickfire Case Study | From Being Managed to Self-Governing: Unlocking Staff Confidence
Greg McPherson -
General Manager - Business & Member Services,
Cerebral Palsy Network
2:30 pm - 2:45 pm
Quickfire Case Study | Managing People Through Change
Manuela Metz -
National Assistance Contact Centre Manager,
Assist Australia
2:45 pm - 3:00 pm
Speaker Q&A
Greg McPherson -
General Manager - Business & Member Services,
Cerebral Palsy Network
Manuela Metz - National Assistance Contact Centre Manager, Assist Australia
Renee Moore - Customer Contact Director, Bega Group
Alexandra Craggs - CX Portfolio Director, IQPC
Our quickfire presenters will re-join the stage to answer your questions on transforming employee engagement and the tools and tactics to be a great place to work.
