CELEBRATING 10 YEARS
OF INDUSTRY CONNECTION, CONVERSATION, TRANSFORMATION
& EXCELLENCE
4-6 March 2025 | The STAR, Gold Coast
Executive Day: Tuesday 4th March
9:00 am - 9:30 am
Arrival and Morning Coffee
9:30 am - 9:35 am
Chairs Opening Remarks & Voice of Industry
Laurence Fonsdituri -
Head of Customer,
Coles Group
9:35 am - 10:15 am
Panel Discussion | Strategic Vision for Contact Centres: 2025 - 2035
Joshua Curtis -
Centre Manager – Customer Care,
Super Retail Group
Kanika Puri - Chief Operating Officer, Fast Cover
Jaime Jonston-Smith - General Manager Contact Centre, Feros Care
Stephen Bond - Director Enterprise Project Management, Defence Housing Australia
Explore the future landscape of contact centres as we look ahead to 2025-2035. This panel will discuss emerging trends, technological advancements, and strategic insights shaping the evolution of contact centre operations. Gain foresight into key opportunities and challenges and learn how to develop long-term strategies that drive innovation and enhance customer engagement.
10:15 am - 10:30 am
Speed Networking
10:30 am - 11:10 am
Panel Discussion | Customer Experience as a Competitive Advantage
Trudy Noller -
Community & Engagement Manager, Customer & Commercial Department,,
University Admissions Centre
Emilia Simone - General Manager – Customer Experience, Sime Darby Motors
Andy Hitchen - Customer Operations & Provider Solutions Hub Lead, Medibank
Eleni Miller - General Manger, Customer Sales & Service, APT Travel Group
Discover how organizations can leverage superior customer experience to gain a competitive edge in today's market. This panel will explore strategies, best practices, and case studies demonstrating how exceptional customer experiences drive loyalty, retention, and business growth. Learn practical insights to elevate your customer experience strategy and differentiate your brand in the marketplace.
Trudy Noller
Community & Engagement Manager, Customer & Commercial Department,University Admissions Centre
11:10 am - 12:30 pm
Morning Networking Break
11:30 am - 1:00 pm
Think Tank One:
11:30 am - 1:00 pm
Think Tank Two:
11:30 am - 1:00 pm
Think Tank Three:
1:00 pm - 2:00 pm
Lunch Break
2:00 pm - 2:30 pm
Fireside Chat | Navigating Transformation: Piloting Through the Winds of Change
Brent Sheriff -
Manager Customer Operations,
Energy Queensland
Kirsty Robinson - Customer Experience Director, TAFE Queensland
Duncan Guy - Chief Executive Officer, SensesWA
Industry leaders will share strategies and personal experiences in navigating organizational transformation. Discover insights into overcoming challenges, seizing opportunities, and effectively leading teams through periods of change. This session aims to inspire and equip attendees with practical wisdom for guiding their organizations through transformative journeys.
2:30 pm - 3:00 pm
Fireside Chat | Optimising Operations: Metrics That Matter
Jane Elley -
Customer Segment Leader,
Department of Inland Revenue (New Zealand)
Adam Waters - Head of Performance and Planning, CBHS
Toby Ellis - Head of Customer Success, AMP
Explore essential metrics for optimizing operations in today's dynamic business environment with industry experts. Delve into identifying, measuring, and leveraging key performance indicators (KPIs) that drive efficiency and productivity. Gain insights into best practices for using data-driven insights to inform decisions and achieve operational excellence.
3:00 pm - 3:30 pm
Fireside Chat | Building Resilience: Contact Centre Crisis Management and Business Continuity
Cloe Kernick -
GM Customer and Market Operations,
Energy Queensland
Elisa Iurato - Chief of Community, Retail & Supporter Experience, World Vision Australia
Explore strategies and best practices for crisis management and business continuity in contact centre operations with industry leaders. Gain insights into effective frameworks and lessons learned for ensuring operational stability and seamless customer service during disruptions.
3:30 pm - 4:00 pm
Afternoon Coffee Recharge
4:00 pm - 4:40 pm
Panel Discussion | Talent Development & Succession Planning
Nisha Varma -
Contact Centre Experience Manager,
Brighter Super
Emma Hounsell - General Manager Contact Centres – Health Insurance, Bupa
Lauren Reid - Chief Customer Officer, Navy Health
Lucus West - Head of Customer Operations, AutoGuru
Shannon Fox - Manager: Business Transformation, Red Energy
Melissa van der Burgt - Head of Customer Experience Centres - Direct & Specialist Skills, Allianz Australia
Explore strategies and best practices for cultivating talent within organizations and planning for future leadership needs. This panel will discuss effective talent development programs, succession planning frameworks, and the importance of nurturing a pipeline of skilled professionals. Gain insights into fostering a culture of continuous learning and growth to ensure organizational resilience and success.
Melissa van der Burgt
Head of Customer Experience Centres - Direct & Specialist SkillsAllianz Australia
4:40 pm - 5:20 pm
Panel Discussion | Contact Centre & Customer Experience Leadership: Insights & Best Practices
Kelly Mendes -
General Manager Shared Services,
Pica Group
Sue Coe - Client Services Manager, RedHealth Independent Medical Assessments
Luke Jones-Power - Head of Customer Support, Youi Insurance
Melissa van der Burgt - Head of Customer Experience Centres - Direct & Specialist Skills, Allianz Australia
Gain valuable insights and best practices from industry leaders in contact centre and customer experience management. This panel will explore effective leadership strategies, innovative approaches to enhancing customer interactions, and successful case studies. Discover how to drive operational excellence and elevate customer satisfaction through strategic leadership and continuous improvement initiatives.
Melissa van der Burgt
Head of Customer Experience Centres - Direct & Specialist SkillsAllianz Australia
