Wednesday 1 May • Conference Day One

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,

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
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
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
Toby Ellis, Head of Customer Services at AMP
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
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 Connect, 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 Transforming Contact Centre Operations: A Journey from the Front Lines to Strategic Workforce Management
  Laura Jonassen
Workforce Planning Advisor, Energy Queensland
Richard Lundgren
Customer Success Manager, 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 Customer Trust: Defending your Organisation from Fraud and Deepfakes
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
Tegan Judge
Manager Contact Centre and Operations - Travel
nib Group
1:55pm Innovation as Usual
  Frances Cawthra
Chief Executive Officer, Cenitex
2:40pm Closing Reflections and Prize Draws
  Tanya Eglinton
General Manager Customer Connect, BOQ Group
Non-Executive Director, Auscontact Board
Conference Emcee
3:15pm Close of Conference