100

of the most influential Contact Centre Leaders

A more sophisticated way to reach Contact Centre Leaders

INTERNATIONAL KEYNOTE
Sandro Percuoco
Head of CS Digital & Service Design , Ryanair
INTERNATIONAL KEYNOTE
Katalin Fritz
Chief Customer & People Officer , Marley Spoon
INTERNATIONAL KEYNOTE
Joel Johnson
Contact Centre Executive Leader , (USA)

12

hours of networking

The Superior Event For Contact Centre Leaders

In today’s ever-changing environment, customer needs and expectations are dynamic. In order to remain competitive, we need to be supporting our customers in new ways, and creating a frictionless, intuitive and omnichannel customer support strategy is vital in being able to meet and exceed those customer expectations now and into the future. There is enormous opportunity to put the customer experience at the heart of what we do, and turn the contact centre from a transactional cost-centre to a value-add for both the organisation and the customer.

The Contact Centre Symposium will create an unrivalled opportunity for 100 of the region’s most influential contact centre and customer care leaders to explore and discuss the changing face and future of the contact centre.

Attendees at the Symposium are hand-picked to ensure the audience represents the most influential minds in the industry. Set in the beautiful Hunter Valley, far from the distractions of the office, attendees are given the rare opportunity to participate in a collaborative learning and networking environment that fosters peer-to-peer learning.

The conference programme, crafted by a highly influential advisory board of contact centre leaders, has been designed to inspire, and operating under Chatham House rules, the prestigious forum encourages participants to candidly discuss industry opportunities and challenges in shaping the future of customer care.

Click the ‘Apply for your place’ button to join the most senior delegation of Contact Centre executives to gather in ANZ. We look forward to welcoming you to the Contact Centre Symposium.

Details

Contact Centre Symposium 2024
WHERE

Rydges Resort Hunter Valley,
formerly the Crowne Plaza,
Hunter Valley

430 Wine Country Dr
Lovedale NSW 2325

WHEN

Tue 21 – Wed 22 May 2024

WHO:

Contact Centre Directors
Customer Service Director
Chief Customer Officers
Head of Outsourcing
Customer Experience Directors
Head of Call Centre
Operations Directors
Chief Operations Officers
Head of Contact Centre Technology

ATTEND:

Apply for your place.

Contact Centre Symposium 2024 Speakers…The most influential contact centre and customer care leaders…

Katalin Fritz

Marley Spoon

Chief Customer & People Officer

Sandro Percuoco

Ryanair

Head of CS Digital & Service Design

Joel Johnson

(USA)

Contact Centre Executive Leader

Elisa Iurato

World Vision Australia

Chief of Community, Retail & Supporter Experience

Luke Jones-Power

Youi Insurance

Head of Customer Support

Gabrijela Juel

Domain

Director - Customer Experience Operations

Tim Johnson

Suncorp

Head of Automation

Leeanne Wrigley

Woolworths Group

Senior Change and Implementation Lead

Emma Stapleton

MECCA Brands

Head of Customer Support

Ben Hancock

NICE

Manager, ANZ - Digital

Angelo Azar

Honey Insurance

Chief Operating Officer

John Connolly

Newcastle Permanent Building Society

Head of Customer Contact Centre

Darren Sutton

Healthshare NSW

Associate Director of Customer Services

Phillip Townsend

Genesys

Digital and AI Lead, APAC

Robert Tolliday

hipages

Vice President, Sales

James Johnstone

Datacom

Director, Commercial Strategy

Kristy Ingall

Newcastle Permanent Building Society

Manager, Customer Operations

Simon Kriss

simonkriss.ai

Chief AI Officer

Laurence Fonsdituri

Coles Group

Head of Customer Care

David Flanagan

Nexon

Head of Digital and AI

Melissa Hatherly

Western Sydney University

Practice Adoption Advisory, Contact Centre Project

Kirillee Mahon

Bupa

National Contact Centre Manager Retention and Complementary Products (GI)

Stephen Gibb

Servicenow

Senior Director, Solution Consulting

Michael Bradley

Datacom

Strategic Engagement Leader

Lukas Carruthers

Zoom

Customer Experience (CX) Specialist

Deanne Martin
Deanne Martin

SEEK

Head of Customer Experience & Service ANZ, National Advisory Board Member, ACXPA

Avryl Zangalis

CPA Australia

Head of Service Delivery Contact Centre

Brady Jacobsen

fullstop.ai

Chief Customer Officer

Emily Bayford

AustralianSuper

Senior Manager-Contact Centre

Bette Safour

Teachers Mutual Bank

National Contact Centre Manager

Steven Jurisic

RingCentral

Lead Customer Experience and Solutions Engineer

James Burgess

ServiceNow

Director of Customer Experience, and Industry Workflows

2024 Contact Centre Symposium Advisory BoardDriving the Contact Centre agenda…

Claire Smith
Claire Smith

Optus

Director of Capability and Enablement

Fahrena Mitchelson

Suncorp

Executive Manager, Contact Centre Insights

Luke Jones-Power

Youi Insurance

Head of Customer Support

Emma Stapleton

MECCA Brands

Head of Customer Support

Blair Redfern

Spaceship

Head of Customer Support

Angelo Azar

Honey Insurance

Chief Operating Officer

Ben Coughlin

Webjet

Chief Customer Officer

Jessica Rix
Jessica Rix

Aware Super

Head of Member Support

John Stavrakis

Aware Super

Product Owner – AI Efficiency

Sara Tavora

Western Sydney University

Acting Director, Student Retention & Success

Here’s what you can expect

INSPIRING SPEAKERS

Speakers have been hand selected by an experienced Advisory Board of your peers

THE INDUSTRY’S ELITE

An invitation-only event attracting most influential contact centre and customer care Leaders

OPEN FORUM FOR IDEAS

A rare opportunity to share ideas and challenges openly with peers, far away from the office

COMPLIMENTARY PASS

Qualifying client-side leaders may have the opportunity to attend as our guest

A SPOT OF GOLF

What better way have deep conversations in a relaxed environment

A LITTLE WINE TASTING

Set in the beautiful Hunter Valley, far from the distractions of the office

TRUE VALUE

Gain a new perspective on how to keep winning in our changing landscape

THIS WAS AN INCREDIBLY VALUABLE EVENT. The speakers were incredible, the content was informative and engaging, and the location was amazing. I walked away with new connections and a totally refreshed mindset on how to approach the challenges and opportunities we're facing across the industry.

THERE WAS A GOOD RANGE OF TOPICS DISCUSSED. Gala dinner and networking events were terrific. The venue was lovely and organisation from start to end was exceptional. I thought the notebook was a great touch!

FLAWLESSLY EXECUTED. The conference offered the perfect balance of high calibre presenters with networking opportunities, and lots of fun.

AN EXCELLENT THOUGHT-PROVOKING TWO DAYS. It was fantastic to connect with peers and gather ideas I have brought back to the business on how we can remain cutting edge.

BEST ORGANISED CONFERENCE I HAVE EXPERIENCED. The Contact Centre Symposium 2023 was an exceptional gathering of like-minded individuals ready and willing to share learnings and mistakes selflessly which was delightful. I thoroughly recommend attending 2024. Best organised conference I have experienced. Well done, great value.

the

THE SYMPOSIUM
EXPERIENCE

Hear from our delegates

PLAY VIDEO

GATHERING

THE

rightsmartestBest Looking

PEOPLE

The power of the symposium will be enhanced by the quality, energy and diversity of the people you meet, who will bring their ideas to the gathering while enriching our many conversations. Our way to ensure the quality of the experience is to handpick the most exciting and imaginative group of people and bring them together.

Platinum Partners
Datacom
Gold Partners
Twilio
Silver Partners
Event Partners
Woolworths Group
HSBC
Optus
Aus Post


Interested?

Jamie Carroll
Jamie Carroll

Partnerships Director, Ashton Media

Ph: +61 425 138 250

jamie@ashtonmedia.com.au