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 -
Former - Head of Customer Care,
QuiteLike & Swaggle, 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
Dialpad Case Study | Lessons from Dialpad Ai’s Evolution
Jim Palmer -
Chief AI Officer,
Dialpad
AI development is rarely a straight path, and Dialpad’s journey has been no exception. In this session, we’ll take you behind the scenes of Dialpad Ai’s evolution—unpacking surprising twists, unexpected challenges, and the insights that reshaped our roadmap. Through real development stories, data-driven learnings, and key breakthroughs, you’ll gain a deeper understanding of what makes Dialpad Ai unique and why true innovation happens when assumptions are challenged.
Sponsored by: Dialpad
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
Craig Mendel - Senior Manager - IT Customer Experience, Uniting
Alexandra Craggs - CX Portfolio Director, IQPC
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 Customer Case Study | The Bupa CX Transformation Story
Darren Randall -
Digital Innovation Lead,
Bupa Australia & New Zealand
Hendrik Coetzee - Large Enterprise Account Executive, Sprinklr
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
Paul Magee -
Director & President,
Auraya Systems
11:45 am - 1:15 pm
IDG B | Unleash Contact Center Operations with Lived Customer Experience, for Continuous ROI
Kunal Rahalkar -
CEO,
Data GMZ
Sarvesh Jerath - COO, Data GMZ
11:45 am - 1:15 pm
IDG C | Redefining CX with human centric AI
Richard McQueen -
Regional Manager for NSW & QLD,
Zendesk
The rise of human-centric AI is transforming customer experience (CX) across industries, offering businesses unprecedented opportunities to personalise interactions, enhance operational efficiency, and foster customer loyalty. As organisations navigate this shift, the challenge lies in leveraging AI to create seamless, empathetic customer journeys while maintaining a competitive edge in a rapidly evolving market. This roundtable will provide an opportunity for Contact Centre and CX leaders to share insights, best practices, and strategies for incorporating AI into their CX operations.
Sponsored by: Zendesk
11:45 am - 1:15 pm
IDG D | Omnichannel AI Strategies with a Human Touch: Tackling Core Challenges in ANZ Contact Centres
Mike Cha -
Head of Product Management,
Sendbird
Contact centres globally are grappling with balancing AI and human interaction, and the increasing number of channels makes it harder to provide consistent experiences. In ANZ, remote work and economic slowdowns add to these challenges, with agent retention down by 18% and demand forecasting becoming more complex.
This 30-minute session will explore the key challenges facing ANZ contact centres, including:
- Core Challenges in Contact Centre Operations
- Effective Integration of AI
- Omnichannel Strategy Development
- Leveraging Generative AI for Productivity
Sponsored by: Sendbird
11:45 am - 1:15 pm
IDG E | Falling in ❤… with the problem (before you start solving for it)
Sara Elmstrom -
Chief Executive Officer,
CXO2
David Vincent - Partner, CXO2
We know that where the experience happens isn’t where it starts. So often, we end up treating the symptom rather than the cause – but CX isn’t just a contact centre challenge; it’s a whole of organisation challenge. In this interactive session CXO2 will facilitate a discussion on how to slow down to speed up and make sure you’re working on the things that truly matter to your customers. Join us for great conversations about real life experiences and how our CX blueprint can help diagnose where the true causes are (and what you can do about it).
Sponsored by: CXO2
11:45 am - 1:15 pm
IDG F | Teams and Cultures: Driving Engagement Across Teams
Paul Brennan -
Learning and Development Specialist,
Super Retail Group
11:45 am - 1:15 pm
IDG G | Empathy in Contact Centres for Complex Calls
Renee Moore -
Customer Contact Director,
Bega Cheese Limited
11:45 am - 1:15 pm
IDG H | Unlocking Insights to Transform Customer Service
Harold Rey P. Ladaran -
Chief Executive Officer,
Splace BPO
1:15 pm - 2:20 pm
Lunch Break
Track One: Customer Experience & Engagement
2:20 pm - 2:35 pm Great Southern Bank Quickfire | Delivering Operational Excellence Anthony Nguyen - Senior Manager: Platform & Enablement, Great Southern BankIn 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 | Reinventing Customer Service – Locals Serving Locals 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
Damian Purvis - Customer Service Team Lead, Meridian Energy
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
Anthony Vine - Contact Centre Sales Manager, East Coast Car Rentals
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 - 2:40 pm Quickfire | Darren Lee - General Manager: National Contact Centre, Oranga Tamariki - Ministry for Children
Track Three: Workforce Planning & Optimisation
2:40 pm - 3:00 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
3:00 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 Planning 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
Christopher Douglas - Regional Director – Member Experience, Asia Pacific, Accor Plus
Madhu Mazumdar - Executive General Manager – Technology, Journey Beyond
Christine Inkster - Manager Student Engagement and Customer Service, TAFE SA
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 -
Former - Head of Customer Care,
QuiteLike & Swaggle, Coles Group
6:30 pm - 7:00 pm
CCW Awards Arrival Drinks |
7:00 pm - 8:00 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.
