CELEBRATING 10 YEARS
OF INDUSTRY CONNECTION, CONVERSATION, TRANSFORMATION
& EXCELLENCE
4-6 March 2025 | The STAR, Gold Coast
Conference Day One: Wednesday 5th March
9:00 am - 9:05 am
IQPC Welcome |
Alexandra Craggs -
CX Portfolio Director,
IQPC
9:05 am - 9:15 am
Chair’s Opening Remarks
Laurence Fonsdituri -
Head of Customer,
Coles Group
9:15 am - 9:45 am
International Case Study | Delivering Excellence: Insights from the Europe
Doug Casterton -
Head of Operational Excellence,
GetYourGuide
9:45 am - 10:15 am
Partner Case Study |
10:15 am - 10:45 am
Fireside Chat | Navigating the Contact Centre Landscape for the Next Decade
Catherine Veronesi -
Manager Customer Service,
City of Sydney
Kirsty Fonsdituri - Head of Client Services, NobleOak
Explore the future of contact centres in this fireside chat led which will delve into emerging trends, technological advancements, and strategic insights that will shape the landscape over the next decade. Gain valuable perspectives on preparing for and navigating evolving customer service demands and operational challenges
10:45 am - 11:15 am
Sprinklr Case Study | From Contact Centre to Experience Centre. With the edge of AI.
Gerry Tucker -
Director of Sales: Large Enterprise,
Sprinklr
Go beyond traditional customer support to make a greater impact in every customer interaction. No matter where your customers are, they experience one brand — and your team gets one view of the customer. Proactively solve customer issues, power effective self-service, identify revenue opportunities and drive seamless journeys across channels.
Key Focus Areas:
- Powering seamless customer service journeys, no matter the channel.
- Giving customers the fastest way to find answers.
- Equipping agents to put their best foot forward in every conversation.
- Being in control of conversations, quality and resources — in real time.
11:15 am - 11:45 am
Morning Networking Break
11:45 am - 1:15 pm
IDGs
Over 90 minutes our interactive discussion groups will give you a chance to explore the challenges and themes closest to your heart and deep dive into shared experiences from the contact centre ecosystem. Each discussion will run for 30 minutes – with three rotations – giving everyone a chance to explore multiple sessions.
11:45 am - 1:15 pm
IDG A | Protecting your Identity against Fraud in Customer Service
Sponsored by: Auraya
11:45 am - 1:15 pm
IDG B | Chatbot Innovation Showdown: Designing and Deploying Smart Chatbots
11:45 am - 1:15 pm
IDG C | Data Detective Workshop: Decoding Insights with Advanced Analytics
11:45 am - 1:15 pm
IDG D | Navigating the Journey to Cloud-Based Solutions
11:45 am - 1:15 pm
IDG E | Agent Performance Quest: Maximizing Efficiency and Satisfaction
11:45 am - 1:15 pm
IDG F | Virtual Collaboration Challenge: Harnessing Tools for Seamless Communication in Remote and Hybrid Settings
11:45 am - 1:15 pm
IDG G | Quality Crusade: Elevating Standards in Contact Centre Excellence
11:45 am - 1:15 pm
IDG H | Immersive Learning for Contact Centre Success: Knowledge Management & Employee Learning
11:45 am - 1:15 pm
IDG I | Balancing Automation and Human Touch in Workforce Optimisation
11:45 am - 1:15 pm
IDG J | Leveraging Global Talent: Strategies for Effective Outsourcing
1:15 pm - 2:15 pm
Lunch Break
Track One: Customer Experience & Engagement
2:20 pm - 2:35 pm Great Southern Bank Quickfire | Delivering Operational ExcellenceIn this session Great Sothern Bank will share how they have focused on operational excellence to transform the customer experience.
Track One: Customer Experience & Engagement
2:35 pm - 2:50 pm Medibank Quickfire | Andy Hitchen - Customer Operations & Provider Solutions Hub Lead, Medibank
Track One: Customer Experience & Engagement
2:50 pm - 3:05 pm Quickfire | From Customer Service to Customer Experience Titus Peter - Head of Student Recruitment, HolmesglenDiscover how to harness data effectively to personalize customer experiences and drive engagement. This session will explore innovative techniques and case studies showcasing the power of data-driven personalization in enhancing customer satisfaction and loyalty.
Track One: Customer Experience & Engagement
3:05 pm - 3:20 pm Speed Networking Refresh |Track One: Customer Experience & Engagement
3:20 pm - 4:00 pm Panel Discussion | Customer Feedback and Voice of Customer Strategies Hayley McNab - Head of Customer Care, The Warehouse GroupKelly Mendes - General Manager Shared Services, Pica Group
Taryn Paddle - Capability & Operational Excellence Manager, Vocus
In today's competitive market, understanding and leveraging customer feedback is crucial for success. This panel will delve into innovative strategies for capturing the voice of the customer and transforming insights into actionable improvements. Attendees will gain best practices, tools, and techniques for gathering and analysing feedback to drive customer satisfaction and loyalty, with key takeaways including methods to enhance customer experience, boost engagement, and implement data-driven decision-making.
Track Two: Driving Employee Excellence
2:20 pm - 2:35 pm QTAC Quickfire | Retention Strategies for an Engaged Team Marija Licina - Customer Experience Manager, QTACLara Bellino - Customer Experience Team Leader, QTAC
Learn effective strategies and best practices for fostering employee engagement and retention. This session will cover actionable insights and proven techniques to create a supportive workplace culture that enhances team satisfaction and reduces turnover.
Track Two: Driving Employee Excellence
2:35 pm - 2:50 pm Royal Canin Quickfire | Vivienne Manapsal - Customer Experience Manager, Royal Canin Australia & New Zealand
Track Two: Driving Employee Excellence
2:50 pm - 3:05 pm eVolt Quickfire | Inspiring High Performance Jackie Klus - Manager Customer Experience Customer Driven Service, eVoltIn this session Jackie Klus will explore how recent structure change has led to transformation in team performance and retention.
Track Two: Driving Employee Excellence
3:05 pm - 3:20 pm Speed Networking Refresh |Track Two: Driving Employee Excellence
3:20 pm - 4:00 pm Panel Discussion | Diversity & Inclusion: Building Stronger Teams and Cultures Renee Moore - Customer Contact Director, Bega Cheese LimitedSean Richards - Head of Customer Care and Contact Centre, Meridian Energy
Aneta Field - Senior Manager: Customer Support, Honey Insurance
Jacqueline Karam - Contact Centre Manager, P&N Bank
Creating diverse and inclusive workplaces is essential for fostering innovation and resilience. This panel will explore strategies for building stronger teams and cultures through effective diversity and inclusion initiatives. Attendees will learn best practices for promoting inclusivity, overcoming challenges, and leveraging diverse perspectives to enhance team performance and organizational success, with key takeaways including actionable steps for cultivating a more inclusive and dynamic work environment.
Track Three: Workforce Planning & Optimisation
2:20 pm - 2:35 pm Quickfire | Optimising Scheduling for Maximum EfficiencyThis session will delve into strategies and tools for creating efficient and effective scheduling systems that balance customer demand with employee availability and satisfaction. Attendees will learn how to leverage advanced scheduling techniques to reduce wait times, enhance service quality, and optimize resource allocation in contact centres.
Track Three: Workforce Planning & Optimisation
2:35 pm - 2:50 pm Quickfire |Track Three: Workforce Planning & Optimisation
2:50 pm - 3:05 pm Quickfire | Effective Forecasting Techniques to Manage Surge and Meet Customer Demands Chrissy Leong - Member Services Manager, MIPSThis session will explore advanced forecasting methods to accurately predict call volumes and customer demand surges. Attendees will gain insights into data-driven techniques to optimize workforce planning, ensuring timely and efficient responses to fluctuating customer needs.
Track Three: Workforce Planning & Optimisation
3:05 pm - 3:20 pm Speed Networking Refresh |Track Three: Workforce Planning & Optimisation
3:20 pm - 4:00 pm Panel Discussion | Enhancing Workforce Utilisation: Balancing Remote and Office Workforces Scott Cumming - Senior Manager: Workforce Planning AU,, AIA AustraliaJane Elley - Customer Segment Leader, Department of Inland Revenue (New Zealand)
Laura Horton - Workforce Optimisation Manager, Teacher Health
Kahlil Gray - Workforce Planning & Analytics Manager, Customer Engagement, Retail Markets, Alinta Energy
Adam Waters - Head of Performance and Planning, CBHS
In today's dynamic work environment, balancing remote and office workforces is crucial for optimizing contact centre operations and effective workforce planning. This panel will explore the benefits, challenges, and best practices for integrating remote and in-office teams seamlessly, ensuring high productivity and employee satisfaction while aligning with strategic workforce planning goals. Attendees will gain insights into strategies for seamless communication and collaboration, leveraging technology to support hybrid work models, and managing performance and engagement across diverse work settings.
Kahlil Gray
Workforce Planning & Analytics Manager, Customer Engagement, Retail MarketsAlinta Energy
4:00 pm - 4:30 pm
Afternoon Networking Refresh
4:30 pm - 5:10 pm
Panel Discussion | Driving Innovation in Contact Centres: Strategies for Success
Natalie Lane -
Head of Contact Centre,
Greater Bank
Luke Hutchinson - Director Student Experience, TAFE SA
Christopher Douglas - Regional Director – Member Experience, Asia Pacific, Accor Plus
Madhu Mazumdar - Executive General Manager – Technology, Journey Beyond
Jen Harding - General Manager Engagement Education and Advice, HESTA
Innovation is key to the evolution and success of modern contact centres. This panel will discuss cutting-edge strategies for driving innovation in contact centres, from leveraging new technologies to enhancing agent performance and customer experience. Attendees will learn about the latest trends, tools, and techniques to optimize contact centre operations, with key takeaways including actionable insights for improving efficiency, customer satisfaction, and overall business performance.
5:10 pm - 5:30 pm
CCW Quiz & Prize Giveaway
5:30 pm - 5:35 pm
Chair’s Closing Remarks |
Laurence Fonsdituri -
Head of Customer,
Coles Group
7:00 pm - 9:00 pm
CCW Awards Gala Cocktail Party |
Dress to impress for the CCW 2024 Awards Ceremony. Enjoy canapes and a drink (or three) at our evening session where we will celebrate YOU – the contact centre ecosystem.
