Master AI, Crisis Management, and More – The Must-Attend Sessions at CCW ANZ 2025!
This year, we’re bringing together Australia’s top contact centre experts to share actionable strategies that will help you overcome today’s most pressing operational challenges.
From leveraging AI and automation to balancing employee satisfaction with customer experience, this event will equip you with the tools to transform your contact centre and drive success.
🎓 AI & Automation Workshop with Ben Coughlin
📅 Tuesday, 4th March
Get ready to explore the power of AI technologies with Ben Coughlin, Chief Customer Officer at Webjet.com.au. His hands-on workshop will dive into how AI can enhance customer experiences, streamline operations, and transform your contact centre into a future-ready powerhouse. With AI projected to power 80% of customer interactions by 2025, Ben’s insights will be crucial for teams looking to implement advanced solutions.
💡 Panel Discussion: Employee Experience & Customer Experience with Angelo Azar
📅 Thursday, 6th March
Balancing the needs of your employees and customers is essential for operational success, and Angelo Azar, COO of Honey Insurance, is here to show you how. In this panel, Angelo and other experts will share their strategies for creating empowered teams that deliver exceptional customer experiences. You’ll gain practical takeaways on how to foster a workplace culture that drives both employee engagement and customer satisfaction.
🔥 Fireside Chat: Crisis Management & Business Continuity with Elisa Iurato
📅 4th March - CCW Executive Day
In an era of unpredictability, operational stability is crucial for seamless customer service. Join Elisa Iurato, Chief of Community at World Vision Australia, as she shares crisis management strategies that ensure your contact centre is prepared for any disruption. This session will be packed with real-world insights on how to maintain operational resilience while keeping customers satisfied.
🌟 Talent Development & Succession Planning with Lauren Reid
📅 4th March - CCW Executive Day
Building a future-ready workforce requires planning for tomorrow’s leaders. Lauren Reid, Chief Customer Officer at Navy Health, will lead a discussion on cultivating talent and creating a culture of continuous learning. Learn how to implement succession planning frameworks that ensure your team is always equipped for growth and excellence.
🎯 Diversity & Inclusion Panel with Renee Moore
📅 5th March, Conference Day One
In today’s business world, inclusive teams are not just a “nice-to-have” - they’re a competitive advantage. Renee Moore, Customer Contact Director at Bega Group, will share her experiences on how to build diverse, high-performing teams that foster innovation and resilience. Discover strategies to promote inclusivity and drive success in your contact centre operations.
🚀 Driving Innovation in Contact Centres with Luke Hutchinson
📅 5th March, Conference Day One
Innovation is at the core of modern customer service, and Luke Hutchinson, Director of Student Experience at TAFE SA, will explore how cutting-edge strategies are transforming contact centres. Learn how to leverage technology and optimise operations to enhance your customer experience. In an industry where 84% of companies compete primarily on customer experience, Luke’s insights are a game-changer.
🔧 Quickfire Session: Workforce Optimisation with Megan Papadopoulos
📅 6th March, Conference Day Two
Managing schedules in a contact centre can feel like a balancing act. Megan Papadopoulos, General Manager of Customer Contact at Bendigo and Adelaide Bank, will lead a quickfire session on how to optimise workforce scheduling. She’ll share actionable strategies to align customer demand with employee satisfaction—ensuring smooth operations and happy teams.
🔊 Customer Feedback & Voice of the Customer Panel with Kelly Mendes
📅 5th March, Conference Day One
Feedback is gold when it comes to improving your operations. In this panel, Kelly Mendes, General Manager of Shared Services at PICA Group, will discuss how to leverage customer feedback for actionable improvements. Learn how to turn insights into strategies that boost customer loyalty and elevate the overall experience.
Join 70+ Speakers at CCW ANZ
🎉 Don’t Miss Out! These sessions, and many more, will give you the tools and insights to tackle the biggest challenges in contact centre operations. Whether you’re looking to embrace AI, balance workforce demands, or drive innovation, the 10th Annual CCW ANZ is your chance to learn from industry leaders and gain the skills to transform your contact centre.
👉 Download the full agenda today and start planning your journey to operational excellence!
