DELIVERING A SEAMLESS CUSTOMER EXPERIENCE
THROUGH UNITING THE CUSTOMER CONTACT CENTRE AND DIGITAL CITIZEN SERVICES
28-29 October 2025, Melbourne, Victoria
Conference Day One: Tuesday, 22nd October 2024
9:00 am - 9:05 am
IQPC Address
Alexandra Craggs -
CX Portfolio Director,
IQPC
9:05 am - 9:10 am
Chair's Opening Remarks
David Daley -
Former Group Executive, Find Administration & Transformation, Member Engagement,
ESSSuper
David Daley
Former Group Executive, Find Administration & Transformation, Member EngagementESSSuper
9:10 am - 9:50 am
Panel Discussion | Driving Change and Innovation Through Complex (and not Digital-First) Organisations
Jarrod Howard -
Deputy CEO Customer Services Delivery Group,
Services Australia
Ben Thompson - Director Community, Culture and Customer Experience, Waverley Council
David Daley - Former Group Executive, Find Administration & Transformation, Member Engagement, ESSSuper
This panel will explore strategies and insights for implementing change and fostering innovation within complex organizations, particularly those that have not primarily focused on digital-first approaches, addressing the unique challenges and opportunities they face in the evolving business landscape.
David Daley
Former Group Executive, Find Administration & Transformation, Member EngagementESSSuper
9:50 am - 10:20 am
Partner Address | A Unified Digital Citizen Experience
Angie Elopre -
Senior Solution Consultant,
Sprinklr
10:20 am - 10:50 am
How the Right Tech Investment Can Transform Company Culture and Customer Experience
Linda Sperring -
Executive Director Service Delivery,
Department of Energy, Mines, Industry Regulation and Safety
Kate Allanby - Director Customer Information, Department of Energy, Mines, Industry Regulation and Safety
Pran Chhabra - General Manager Customer Information, Department of Mines, Industry Regulation and Safety, Western Australia
In this session, the Department of Mines, Industry Regulation and Safety, Western Australia will share how their recent investment in a new knowledge management and communication tool has transformed operations – delivering not just customer contact, but excellent customer experiences – and revitalised working culture.
Linda Sperring
Executive Director Service DeliveryDepartment of Energy, Mines, Industry Regulation and Safety
Kate Allanby
Director Customer InformationDepartment of Energy, Mines, Industry Regulation and Safety
Pran Chhabra
General Manager Customer InformationDepartment of Mines, Industry Regulation and Safety, Western Australia
10:50 am - 11:20 am
Morning Break
INTERACTIVE DISCUSSION GROUPS
This is your chance to make your conference experience truly interactive and collaborative. Join your industry peers to discuss and work through pressing challenges around the topic of your choice. Each round will last 20 minutes, giving you the chance to rotate and discuss three topics.
11:20 am - 12:55 pm
Interactive Discussion Group’s
Join our focused interactive discussion groups to hear from other experts on topics of interest and discover the challenges that others are facing, and the roadmaps and technologies for success.
Each IDG will run for 30 minutes and delegates will be able to select three to join.
11:20 am - 12:55 pm
IDG A: Why Identity in Customer Service is Becoming Harder and What to do About it?
Paul Magee -
Director & President,
Auraya Systems
11:20 am - 12:55 pm
IDG B: Understanding Customers: Building Personas to (Re)Design Customer Interactions
Melissa Thompson -
Manager Customer Service,
Whitehorse City Council
Jane Curtain - Coordinator Human Experience, Whitehorse City Council
11:20 am - 12:55 pm
IDG C: Upskilling Employees for Better Customer Experiences
Lauren McKenzie -
Customer Engagement Manager,
Maribyrong City Council
11:20 am - 12:55 pm
IDG D: The Next Tech Opportunity: Aligning the Real Opportunities for Technology in Customer Delivery
12:50 pm - 1:50 pm
NETWORKING LUNCH
1:50 pm - 2:20 pm
People Challenge 1 |
Lauren McKenzie -
Customer Engagement Manager,
Maribyrong City Council
2:20 pm - 2:50 pm
People Challenge 2 | Driving Agent Ownership of their Activities
Darren Lee -
General Manager: National Contact Centre,
Oranga Tamariki - Ministry for Children
In this session, Darren Lee will discuss how the contact centre at Oranga Tamariki – Ministry for Children – has restructured to better manage calls by geography, which has resulted in increased ownership and investment in regions by agents.
2:50 pm - 3:20 pm
People Challenge 3 | Supporting Agents Through Difficult Conversations
Tina Cao -
Service Manager,
Neami National
3:20 pm - 3:50 pm
People Challenge 4 | The Power of Employee Engagement: A Customer-Centric Approach
Titus Peter -
Head of Student Recruitment,
Holmesglen
3:50 pm - 4:10 pm
Afternoon Tea
4:10 pm - 4:50 pm
Panel Discussion | Employee Engagement and Excellence
Jasmyne Munro -
Head of Customer Experience,
Lake Macquarie City Council
Sophie Uldrich - Senior Manager Customer Service, Transport Accident Commission
Bo Robertson - General Manager, Operations Management Division: Customer Service Delivery Group, Services Australia
Steven Short - Manager, Customer Service, Australian Financial Complaints Authority
David Daley - Former Group Executive, Find Administration & Transformation, Member Engagement, ESSSuper
This panel will examine the critical role of employee engagement in driving organizational excellence, discussing innovative approaches and effective strategies to motivate and empower staff, enhance workplace culture, and achieve higher levels of productivity and job satisfaction across diverse industries.
Bo Robertson
General Manager, Operations Management Division: Customer Service Delivery GroupServices Australia
David Daley
Former Group Executive, Find Administration & Transformation, Member EngagementESSSuper
