| 8:50am |
Registration and Networking |
| |
|
| 9:15am |
Welcome and Opening Comments
|
| |
Tanya Eglinton
General Manager Customer Connect, BOQ Group
Non-Executive Director, Auscontact Board
Conference Emcee |
| |
|
| 9:30am |
Case Study with Energy Queensland: Are you flexed for the future?!
|
| |
Michael Dart
Chief Customer Officer, Energy Queensland
|
| |
| 10:10am |
Good Communication is Good Business: The Bottom-line Value of Strategic Communication |
| |
Sia Papageorgiou
Managing Partner, Centre for Strategic Communication Excellence
|
| |
| 10:50am |
Morning Tea Break and Networking |
| |
| 11:10am |
Navigating the Shift: From Analog Agents to Digital Dynamics in Workforce Strategy |
| |
Nadia Younan
WFO Solutions Manager APAC, NICE
|
Ben Hancock
Manager ANZ, Digital, Analytics and AI, NICE
|
| |
| 11:50am |
Thinking and Acting Differently in an Age-Old Industry - How Disruption Can Set You Apart
|
| |
Angelo Azar
Chief Operating Officer, Honey Insurance
|
| |
| 12:30pm |
Lunch Break and Networking
|
| |
| Stream One • 1:20pm |
Stream Two • 1:20pm |
Stream Three • 1:20pm |
Breaking Barriers:
Enabling Indigenous Communities through Inclusive Employment |
The Power of Partnership:
Amplifying Outcomes through Collaboration |
Navigating Nuances:
Tailoring Customer Experiences to Embrace Diversity and Vulnerability |
Teresa Goldsmith
Director Service Delivery,
Concentrix
|
Patrick Lloyd
A/g Assistant Commissioner,
Enterprise Work Management, Australian Taxation Office |
Jaime Johnston-Smith
General Manager
Contact Centre, Feros Care
|
| |
|
|
| Stream One • 1:55pm |
Stream Two • 1:55pm |
Stream Three • 1:55pm |
Roundtable Discussion
Enhancing Employee Well-being: Balancing Safety, Security and Culture |
Harnessing Behavioural Economics:
Leveraging Insights to Maximise Engagement and Effectiveness |
Total Transformation:
City of Casey’s Journey to Implement
a Customer Service Delivery Model that
Achieves a Truly Customer Centric Experience |
Adam Norris, Service Delivery Specialist
at HESTA
Antony Spence, Director Business Engagement and Innovation
at Attorney-General's Department
Nu Phan, Sales Director Business Development Australia at Jabra
|
Kai Rottmann
Director Engagement and Education,
Australian Skills Quality Authority |
Jen Bednar
Director Customer and
Corporate Services, City of Casey |
| |
|
|
| Stream One • 2:30pm |
Stream Two • 2:30pm |
Stream Three • 2:30pm |
Creating a Social Enterprise:
A Beginners Guide to a Well-Intended Midlife Crisis |
Bringing Back 'the human' in Customer Service: Re-thinking Strategies for Vulnerable Customers |
Reimagining Induction for
Improved Customer Outcomes |
|
Toby Ellis
Founder, Deadly Rugby
Head of Customer Services, AMP
|
Jodie Bedoya
Director, eMatrix Training
|
Catherine Peacock
Retail Capability Lead, ANZ |
|
| |
| 3:00pm |
Afternoon Tea Break and Networking
|
| |
3:20pm
|
Byte of Conscience: Navigating the Ethical Landscape in AI Innovation
|
| |
Mike McKenna
Chief Technology Officer and Founder, Adjust AI
|
| |
| 4:00pm |
The Great Debate: All Current Contact Centre Metrics are Pointless
|
| |
Negative Team
Captain: Fran Southward, Chief Executive Officer at Auscontact
Matt Harvey, Senior Manager Communications Centre at Edith Cowan University
Final Team Member revealed soon!
|
Affirmative Team
Captain: Tanya Eglinton, General Manager Customer Connect at BOQ Group
Daniel Taylor, Chief Executive Officer at CCSG Group
Aneta Field, Senior Manager Customer Support at Honey Insurance
|
Debate Moderator
Jaye Taubman
Director, Workforce Services and Business Improvement at Charles Sturt University
|
|
| |
| 4:45pm |
Day One Closing Reflections
|
| |
Tanya Eglinton
General Manager Customer Connect, BOQ Group
Non-Executive Director, Auscontact Board
Conference Emcee
|
| |
5:00pm
to 6:30pm |
Networking Drinks and Canapes
|
| |