CELEBRATING 10 YEARS
OF INDUSTRY CONNECTION, CONVERSATION, TRANSFORMATION
& EXCELLENCE
4-6 March 2025 | The STAR, Gold Coast
Conference Day Two: Thursday 6th March
9:00 am - 9:10 am
Chair’s Opening Remarks & Voice of the Industry |
Laurence Fonsdituri -
Head of Customer,
Coles Group
9:10 am - 9:50 am
Panel Discussion | Employee Experience & Customer Experience: Balancing the Two for Excellence
Rachel Lane -
Head of Customer Support,
The Lottery Office
Craig Mendel - Senior Manager - IT Customer Experience, Uniting
Netna Johnstone - Operations Program Manager, Chemist Warehouse
Angelo Azar - Chief Operating Officer, Honey Insurance
Leon Tsui - Manager Assisted Recovery, Accident Compensation Corporation NZ
Achieving excellence requires a harmonious balance between employee experience and customer experience. This panel will explore strategies for fostering a positive workplace environment that empowers employees while simultaneously enhancing customer satisfaction. Attendees will gain insights into aligning employee engagement initiatives with customer-centric goals, with key takeaways including practical approaches to creating a supportive culture, boosting productivity, and driving superior business outcomes.
9:50 am - 10:20 am
Partner Address |
10:20 am - 10:50 am
Flybuys | Tech Transformation Tales: Enhancing Experiences and Cutting Costs in the Contact Centre
Claudia Grinzi -
Head of Member Services,
Flybuys
10:50 am - 11:30 am
Morning Break
Track One: Technology & Innovation
11:30 am - 11:45 am Australian Retirement Trust Quickfire | AI-Powered Agent Assist Use Case Helen Crossan - Head of Member Services, Australian Retirement TrustExplore a practical use case of AI-powered agent assist technologies in enhancing customer service efficiency and effectiveness. This session will showcase real-world examples and benefits of integrating AI to support agents in delivering personalized and efficient customer interactions.
Track One: Technology & Innovation
11:45 am - 12:00 pm Bendigo & Adelaide Bank Quickfire | Megan Papadopoulos - General Manager of Customer Contact, Bendigo & Adelaide Bank
Track One: Technology & Innovation
12:00 pm - 12:15 pm Speed Networking Refresh |Track One: Technology & Innovation
12:15 pm - 12:30 pm Megaport Quickfire | Technology Adoption as a Journey Abhi Gudidevuni - Head of Customer & Network Services, Megaport
Track One: Technology & Innovation
12:30 pm - 1:10 pm Panel Discussion | Balancing Tech and Human in Customer Operations Darren Randall - Digital Innovation Lead, Bupa Australia & New ZealandGreg Hodge - General Manager Strategic Initiatives, Johns Lyng Group
Toby Ellis - Head of Customer Success, AMP
Brent Alexander - National Manager – Customer Relationship Centre, Beyond Bank
Integrating technology with human touch is crucial for effective customer operations. This panel will examine strategies for achieving the optimal balance between automation and human interaction to enhance customer service. Attendees will gain insights into leveraging technology to streamline processes while maintaining personalised and empathetic customer interactions, with key takeaways including best practices for blending tech-driven efficiencies with human-centric approaches to deliver exceptional customer experiences.
Track Two: Learning & Development
11:30 am - 11:45 am AGL Quickfire | Unlocking Learning in Contact Centres Ben Abrew - Global Operations Manager,, AGLIn this session Ben Abrew will share how AGL have focused on having empathetic conversations and how new skills and ways of communicate have not only transformed the customer experiences but helped employees navigate difficult and complex conversations.
Track Two: Learning & Development
11:45 am - 12:00 pm Telstra Quickfire | Training & Development: Skills for Success with AI Feiselia Tan - General Manager – Data & AI Solutions, Telstra
Track Two: Learning & Development
12:00 pm - 12:15 pm Speed Networking Refresh |Track Two: Learning & Development
12:15 pm - 12:30 pm Quickfire 3 | Empowering Teams with Leadership Skills Duncan Thomson - ICCC Service Manager, Redland City Council
Track Two: Learning & Development
12:30 pm - 1:10 pm Panel Discussion | Enhancing Employee Success with Technology Integration Daniel Vollmer - Head of Customer Service, Country Road GroupJohn Connolly - Head of Customer Contact Centre, Newcastle Permanent
Lisa Curry - Contact Centre Manager -arhi Service, nib Group
Eleni Miller - General Manger, Customer Sales & Service, APT Travel Group
Achieving employee success in the modern workplace requires a careful balance of technological tools and human resources. This panel will explore strategies for integrating technology to support and enhance employee performance, productivity, and satisfaction. Attendees will learn about the latest tech trends and tools that can empower employees, along with methods for ensuring that human skills and relationships remain central, with key takeaways including actionable steps for fostering a supportive and efficient work environment.
Track Three: The Future is GenZ
11:30 am - 12:20 pm Understanding Gen Z: Your Workforce |In this session, participants will delve into the unique characteristics, values, and expectations of Gen Z employees, distinguishing them from previous generations. It will explore effective communication strategies, leveraging technology to enhance engagement, and provide actionable insights into motivating and managing Gen Z. Through real-world examples and interactive discussions, attendees will learn how to foster an inclusive and supportive work environment that appeals to Gen Z's desire for meaningful work, career growth, and social responsibility. This session aims to equip leaders with the knowledge and tools to effectively lead and inspire the next generation of the workforce.
Track Three: The Future is GenZ
12:20 pm - 1:10 pm Understanding Gen Z: Your Customer |In this session, participants will gain insights into the unique preferences, behaviours, and expectations of Gen Z customers, and how these factors are reshaping the landscape of customer service. We will explore the digital-first mindset of Gen Z, their preference for instant and personalized communication, and the importance of social responsibility in their purchasing decisions. Attendees will learn about the technological innovations and strategies that contact centres must adopt to meet the high demands of Gen Z, including the use of AI, chatbots, and omnichannel support. Through real-world examples and interactive discussions, this session aims to equip customer service professionals with the knowledge and tools to effectively engage and satisfy Gen Z customers, ultimately driving customer loyalty and business success.
1:10 pm - 2:10 pm
Lunch Break
2:10 pm - 2:50 pm
Advisory Board Panel Discussion |
In this session our advisory board members will share their top takeaways and insider insights from CCW. They're here to tackle all your toughest questions, providing expert guidance to help you refine your strategies for success.
2:50 pm - 3:10 pm
CCW Time Capsule & 2035 Roadmap
Join us in sealing the CCW Time Capsule, preserving today's contact centre landscape. As we embark on our 2035 Roadmap, envision a transformative journey ahead, integrating AI, crafting personalized customer experiences, and embracing sustainable practices. Together, we'll inspire future contact centre leaders, shaping a dynamic future defined by innovation and adaptability, all rooted in our commitment to customer-centric excellence.
3:00 pm - 3:40 pm
Award Winners Champagne Roundtables |
Join our Awards Winner for an interactive roundtable session and learn more about their excellence projects and the lessons you can take home to your organisation.
