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 -
Former - Head of Customer Care,
QuiteLike & Swaggle, Coles Group
9:10 am - 10:00 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
Eleni Miller - General Manger, Customer Sales & Service, APT Travel Group
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.
10:00 am - 10:30 am
Flybuys | Tech Transformation Tales: Enhancing Experiences and Cutting Costs in the Contact Centre
Claudia Grinzi -
Head of Member Services,
Flybuys
10:30 am - 11:00 am
Morning Break
Track One: Technology & Innovation
11:00 am - 11:20 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
11:20 am - 11:40 am Bendigo & Adelaide Bank Quickfire | From Headsets to Headspace: Contact Centre Leadership in the age of AI Megan Papadopoulos - General Manager of Customer Contact, Bendigo & Adelaide BankForget headsets and canned responses, the modern contact centre leader needs a potent mix of hard skills and soft magic! This session dives deep into the evolving skill set required to navigate the wild frontier of digital transformation. We'll explore how to balance the operational excellence demanded by day-to-day operations, with the strategic foresight needed to successfully implement AI-powered solutions.
Leave with the inspiration to transform your contact centre from a reactive department into a proactive powerhouse, where innovation meets empathy, and data drives strategic decision making.
Track One: Technology & Innovation
11:40 am - 12:00 pm Speed Networking Refresh |Track One: Technology & Innovation
12:20 pm - 12:40 pm Megaport Quickfire | Technology Adoption as a Journey Abhi Gudidevuni - Head of Customer & Network Services, Megaport
Track One: Technology & Innovation
12:20 pm - 1:00 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
Laurence Fonsdituri - Former - Head of Customer Care, QuiteLike & Swaggle, Coles Group
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
11:00 am - 11:20 am AGL Quickfire | Unlocking Learning in Contact CentresIn 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
11:20 am - 11:40 am Telstra Quickfire | Training & Development: Skills for Success with AI Feiselia Tan - General Manager – Data & AI Solutions, Telstra
Track Two: Learning & Development
11:40 am - 12:00 pm Speed Networking Refresh |Track Two: Learning & Development
12:00 pm - 12:20 pm Quickfire 3 | Empowering Teams with Leadership Skills Duncan Thomson - ICCC Service Manager, Redland City Council
Track Two: Learning & Development
12:20 pm - 1:00 pm Panel Discussion | Enhancing Employee Success with Technology Integration Feiselia Tan - General Manager – Data & AI Solutions, TelstraLeon Tsui - Manager Assisted Recovery, Accident Compensation Corporation NZ
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.
1:00 pm - 2:00 pm
Lunch Break
2:00 pm - 2:30 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.
2:30 pm - 3:00 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.
