Wednesday 1 May • Conference Day One

8:50am Registration and Networking
   
 9:15am Welcome and Opening Comments
  Tanya Eglinton
General Manager Customer Contact, 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 Customer Case Study with 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 
Monica Ryan
Vice President Service Delivery,
Concentrix Services

Patrick Lloyd
Director, Enterprise Workflow
Technology Support, Australian Taxation Office

 Jaime Johnston-Smith
General Manager
Contact Centre, Feros Care

     
Stream One • 1:55pm Stream Two • 1:55pm Stream Three • 1:55pm
 Purpose Driven Performance:
Building Excellence through Shared Vision and Meaning
Minimising Disruption when it comes to Technology Implementation   Total Transformation:
City of Casey’s Journey to Implement
a Customer Service Delivery Model that
Achieves a Truly Customer Centric Experience
      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
Transforming Tabcorp:
Competing in a World of Digital Disruption 
Reimagining Induction for
Improved Customer Outcomes

Toby Ellis
Founder, Deadly Rugby
Head of Customer Services, AMP

Mary Durkan
Head of Wagering & Media
Customer Service Centre, Tabcorp

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
 
4:00pm The Great Debate: All Current Contact Centre Metrics are Pointless
 
4:45pm Day One Closing Reflections
  Tanya Eglinton
General Manager Customer Contact, BOQ Group
Non-Executive Director, Auscontact Board
Conference Emcee
 
5:00pm
to 6:30pm
Networking Drinks and Canapes
 

Thursday 2 May • Conference Day Two

8:30am Registration and Networking
   
 8:50am Welcome and Day One Recap
  Tanya Eglinton
General Manager Customer Contact, BOQ Group
Non-Executive Director, Auscontact Board
Conference Emcee
 
9:00am The Power of Operational Excellence in Transforming
  Thomas Ryan
First Assistant Commissioner, Enterprise Transformation Group
Australian Electoral Commission
 
9:40am Adapting to the future skills challenge
  Peter Grist
Managing Director, GRIST Consulting
 
10:20am Morning Tea Break and Networking
 
10:40am Customer Case Study with Calabrio
 
11:20am Roundtables - Two Sessions
Bold Dialogues: Transforming Tough Conversations into Everyday Business Brilliance
Optimise & Conquer: Take the Wheel with Results-Driven Process Mastery
Performance Overdrive - Strategies that accelerate success
Thriving Teams: Tackling the challenge of engagement
Safeguarding Trust: the Art of Fraud Defense for Your Customers
FutureFit: What are the Skills we need to invest in to succeed
Minds at Work: Navigating Psychosocial Wellness Obligations
Rethinking EVP: Optimising Tools and Support to Drive Retention
The Performance Narrative: Real Results of a Hybrid Working Model
AI: Separating Hype from Reality
 
12:30pm Lunch Break and Networking
 
1:15pm Leader Panel Discussion
Investing in Tomorrow: Cultivating Leaders, Nurturing Potential
  Melissa van der Burgt
Head of Customer Experience Centres,
Allianz Australia
Michael McKenna
General Manager Customer Services,
Brisbane City Council
 
1:55pm Keynote Address - More Details Soon!
 
2:40pm Closing Reflections and Prize Draws
  Tanya Eglinton
General Manager Customer Contact, BOQ Group
Non-Executive Director, Auscontact Board
Conference Emcee
 
3:15pm Close of Conference