12 - 14 October, 2020
| Gold Coast
Strategy, Technology, and Innovation for Contact Centre Leadership and Transformation
Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously.
To make things even more challenging, customers want businesses to know them and their preferences so they can deliver services in a way that best fits customers’ personal needs. And the experience needs to be fast, efficient and easy.
To be successful, Contact Centre Leaders need to effectively balance the personalisation of service against the cost of delivery, all while staying ahead of rapidly changing customer expectations.
Brought to you by the organisers of Customer Contact Week, the 4th annual Contact Centre Leader’s Exchange is an invite-only event, focused on only the most senior decision makers for contact centres.
It’s where contact centre decision makers from across multiple industries come to share best practice in an intimate peer-to-peer format - and learn about the latest contact centre solutions through brokered high level meetings and interactive discussions.
Why the Exchange is Different
1:1 Business Meetings
Take part in one-to-one private business meetings with data and analytics solution providers that can help you navigate your biggest challenges.
5 Star Venue
Take 2.5 days out of the office to not only learn, but also to relax and brainstorm in luxury at a resort in Gold Coast. Bonus: Accommodation is waived for qualifying attendees.
Mix & Mingle
Because of the unique structure of the Exchange, networking is more productive with shared challenges, insights and goals during scheduled activities.
Benchmarking
Customise your agenda by pre-selecting from over 25 crafted sessions reflecting the strategic issues senior data & analytics executives have identified as priorities.
Project Analysis
Your specific challenges are put under the spotlight and unpacked by peers and experts through outcome based group discussions.
Exclusive
The Exchange gathers only 50 top tier Head/Director/General Manager of Contact Centre from ASX 200, multi–nationals and the largest government agencies, so you can forge relationships with executives of the highest credentials.
WHAT EXECUTIVES ARE SAYING
Speakers
Kristy Canning
Head of Contact Centre & Retail Network
nib Health Funds
Craig Mendel
Head of Customer Success and Support
Tyro
Belinda Seedsman
Head of Service Operations
Hostplus
Tawanda Mundangepfupfu
Head of Acquisition – Contact Centre Operations
Foxtel
Jen Rufati
General Manager – Operations Management Division
Service Australia
Ria Leason
General Manager Contact Centres
Allianz Worldwide Partners
Kate Fowler
Assistant Commissioner – External Service Delivery and Strategy
ATO
Vince Santamaria
Contact Centre Operations Manager
Allianz
Daniel Cooper
Channel Lead - Customer Solutions
Spark New Zealand
Mark Baylis
Vice President, Customer Service and Digital Customer Engagement
Optus
Claire Johnston
Contact Centre Domestic and Complaints Executive
Telstra
Chris Barnes
Head of Service - Consumer Direct
National Australia Bank
Sandy McIntosh
General Manager Member Service Delivery
RACV
John Merritt
Head of Customer Care
EnergyAustralia
Annie Ferguson
Assistant Commissioner CAS Individuals Service Centre
Australian Taxation Office
Rebecca Russel
Head of Contact Centres
Air New Zealand
Phillipa Dobbin
Head of Customer Operations
Pepper Financial
Jessica Thompson
General Manager Service - Business and Government
Australia Post
Kate Bullock
Contact Centre Director
DHL Australia
Christopher Douglas
Director Member Services - Pacific
Accor Plus
Jeff Hamele
Head of Business Operations and Member Services - Velocity Frequent Flyer
Virgin Australia
Sarina Pratley
General Manager Contact Centres
ANZ New Zealand
Free Content
Creating Four Pillars of Strategy to Influence Cultural Excellence and Multi Skilled Agents
The REA Group have implemented four pillars of strategy into the core of the business to create an agile customer experience centre.
2019 Post Show Report
How to speak to the right people at the right time (executives with active requirement to invest in solutions in the next 12 months)...
Post Show Report - Contact Centres Leaders Exchange 2018
With the workforce digitalising at an exponential rate, and customer expectations increasing alongside it, A/NZ’s Contact Centre leaders are being forced to rethink the way their organisations...
CCW Market Study: The Future of the Contact Center in 2019
New metrics, channels, technologies and ideas are forever changing how we run customer contact centers...
Secure Your Place at the Exchange
If you are interested in attending, contact our Audience Development Team!
Event Partners
Media Partners
In Partnership With :
Questions? Contact us on 61 (2) 9229 2483 or email exchangeinfo@iqpc.com.au now!
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