The 2024  conference explored everything from the opportunities of #AI in #contactcentres to enhancing #employeeexperiences, and #changemanagement to success stories in contact centre #transformation. The event not only highlighted the evolving landscape of customer contact centers, but also underscored the strategic role they play in shaping customer experiences and the importance of ensuring the contact centre is recognised in the broader business.

CCW Executive Day and Workshop Day

On Wednesday, February 28th, the CCW Executive Day and Workshop Day welcomed the customer contact community for closed-door interactive sessions. We explored a number of different themes, ranging from aligning the contact centre with the business strategy, improving operations (without the needs for large investments), people and culture to attract and retain employees, change management for teams and how AI can be introduced into the business.

Shout out to our Workshop and Executive Day speakers: Brent Alexander, Lauren Reid, Duncan Guy, Darren Sutton, Kanika Puri, Claire Cunningham, Tim Johnson, Joshua Curtis, Peter Perla, Zac Vlahandonis Joeanne Fox, Taryn Paddle, Sarah Stone

CCW Conference

Both days at CCW 2024 kicked off in the plenary room, with a jam-packed space sessions examining Voice of Customer, AI, trends & evolutions in the contact centre space, understanding customer expectations, ensuring digital platforms perform and more!

Alex Genov from Zappos on stage presenting at CCW 2024

This year, interactive sessions were a major part of the event, with roundtable discussion groups on both days connecting audiences over topics including enhancing self-service, harnessing omnichannel opportunities, biometrics, motivating teams and development pathways.

Groups on our Interactive Discussion Groups at CCW 2024

We also hosted several tracks throughout CCW, with focused topic deep-dives on Learning & Development, People & Culture, Digital Transformation and AI.

Darren Sutton presenting in the People & Culture Hub

We had questions galore come in throughout each and every session - with over 500 votes across polls and over 150 focused questions which kept our on-stage experts on their toes!

When asked what the top priorities were over the next year, we saw a range of responses including #selfservice #AI #transformation #customerexperience #people - all topics our expert speakers deep-dove into across sessions.

Insights from a Slido Poll: What are your top priorities for the next year?

Thanks to all our on-stage experts: Emily Bayford, Alex Genov, Bart Taylor, Elisa Iurato, Jerome Muldoon, Peter Hughes, Madhumita Mazumdar, Paul Magee, Anthony Nguyen, Mark Atalla, Sara Elmstrom, Lucas West, Jay Norman, Rob Pickering, Cameron Adams, Peter Hiransi, Hannah Ellingford, Feiselia Tan, PhD, Darren Randall, Sarah-Tilly Brown, Christopher Douglas, Melissa van der Burgt, Agnes So, Bryan Middleton, Kelly Mendes, Nisha Varma, Beatrix Jakubec, Andreina Godoy, Amanda Boorer, Tegan Judge, Anton Derham, Sean Richards, Cloe Kernick, Hayley McHugh, Jessica O'Loughlin, and Gregory Chong.

CCW Excellence Awards

On Thursday, February 29th, the CCW Community came together to celebrate the industry at the 'Stars in their Eyes' Awards Night. With a red carpet entrance, champagne arrival drinks, and a suprise performance from Abril LaTrene the Drag Queen - the 2024 Awards were a place to celebrate the best of the best from the past 12 months of #ANZ contact centres!

Abril LaTrene at the CCW Excellence Awards

Special congratulations to our Awards Winners:

• Best Employee Engagement/Agent Retention 2024 - HealthShare NSW
• Best Multichannel or Omnichannel Experience 2024 - PICA Group
• Best in Customer Experience 2024 - Woolworths Group
• Best Customer Contact Transformation 2024 - nib Travel
• Best Learning & Development Program 2024 - Department of Employment and Workplace Relations
• Contact Centre Lead of the Year 2024 - Kanika Puri from Fast Cover Insurance

and well done to all of the 2024 finalists Great Southern Bank, Powershop Australia, Waste Services Group, Rinnai Australia, Pet Circle, NSW Department of Customer Service, Holmesglen, City of Sydney, Optus

Kanika Puri, one of the CCW Awards Winners, giving her acceptance speech

Huge thank you to the CCW 2024 Sponsors!

Sprinklr | Webex | RingCentral | NICE | Customer Driven Solutions | Auraya Systems | Emite by Prophecy International | Outsource Fiji | Probe CX | Talentpath Recruitment | LanguageLoop | Brainfish | TCN | Dialpad | TelcoDataCloud | flexhive by Hudson | Zoom | Contact Centre Solutions International | Weploy | SecureCo | Peak Insight | Khoros | recoveriescorp

And should you ever be looking for something to listen to between calls, why not check out the Contact Centre Playslit - the songs our CCW experts used to describe life in a contact centre!

Contact Centre Playlist:

• What About Me? - Moving Pictures
• For Those About to Rock (We Salute You) - AC/DC
• Run The World - Beyonce
• T.N.T - AC/DC
• All The Small Things - blink-182
• Lets Get The Party Started - P!nk
• Under Pressure - Queen
• House On Fire - Sia
• Work - Rihanna ft. Drake
• Survivor - Desiny's Child
• Wrecking Ball - Miley Cyrus
• Sweet But A Psycho - Ava Max
• Sandstorm - Darude
• We Built This City - Starship
• We Will Rock You - Queen
• Staying Alive - Bee Gees
• We Didn't Start The Fire - Billy Joel
• I'm a Survivor - Katy Perry

The CCW Team looks forward to seeing everyone in 2025 for our 10th Anniversary Summit!

The CCW 2024 on-site team!