CELEBRATING 10 YEARS
OF INDUSTRY CONNECTION, CONVERSATION, TRANSFORMATION
& EXCELLENCE
4-6 March 2025 | The STAR, Gold Coast
Workshop Day: Tuesday 4th March
9:00 am - 9:30 am
Arrival & Registration
9:30 am - 10:50 am
Workshop One | Starting from Scratch: Identifying Priorities in an Effective Contact Centre
Brandon Davis -
Contact Centre Director,
Uniting AgeWell
Dive into the essentials of establishing a robust contact centre from the ground up. Led by Brandon Davis, this session will challenge participants to identify and prioritize what's truly important, focusing on metrics that the team can control and indicators that matter. Through practical scenarios, you'll learn to limit and streamline key metrics, honing in on the top indicators that drive success and efficiency in managing the business.
10:50 am - 11:05 am
Networking Refresh
11:05 am - 12:25 pm
Workshop Two | Engaging a CX Team to drive Operational Excellence
Brendon Deleon -
Group Customer Experience Manager & Contact Centre Manager,
Westpoint Autos
The session will be about how to engage a team of CX agents to improve the Customer journey and experience, whilst improving the employee engagement. It will look at how to brainstorm ideas from a team based on customer pain points and organise into quadrants for business planning and strategy. In the session it will also look at close the loop feedback and ensuring the team are aware of keep, chuck change methodology.
12:25 pm - 1:05 pm
Lunch Break
1:30 pm - 3:00 pm
Workshop Three | Taking Employees Through Change
Explore the fundamentals of taking your team through change and transformation. In this session Cameron Pethybridge will share Compassion Australia’s complete CRM transformation journey, showcasing how agents were taken on the journey, process transformed – and the team 100% retained. Through interactive sessions and scenarios, you will explore approaches to change to help your team through transformation.
3:00 pm - 3:15 pm
Afternoon Coffee Recharge
1:05 pm - 2:25 pm
Workshop One | Understanding AI: Technologies and their Opportunities
Ben Coughlin -
Chief Customer Officer,
Webjet
Dive into the world of AI in this interactive workshop where you'll explore various AI technologies reshaping contact centres. Discover opportunities to enhance customer experiences, streamline operations, and optimize decision-making through practical insights and real-world examples. Gain actionable strategies to leverage AI effectively in your contact centre operations.
2:25 pm - 3:45 pm
Workshop Two | The AI Enigma – Balancing Innovation and Risk
Jay Norman -
Automotive Operations Manager,
Century Yuasa Batteries
This workshop will examine how businesses are effectively managing data protection and legal risks in their call center and broader operations, ensuring compliance, ethical AI use, and customer trust. IT will discuss data protection and privacy, AI & ethical considerations, legal implication and call centre specific considerations of AI.
3:45 pm - 4:00 pm
Afternoon Coffee Recharge
4:05 pm - 5:25 pm
Workshop Three | Enhancing Personalisation: How Far Can We Go and How Far Should We Go?
Taryn Paddle -
Capability & Operational Excellence Manager,
Vocus
Explore the boundaries of personalization in customer interactions in this thought-provoking workshop. Delve into advanced techniques and ethical considerations surrounding data usage, AI-driven insights, and customer expectations. Gain practical strategies to deliver tailored experiences while respecting privacy and maintaining customer trust in contact centre operations.
