Contact Centre Symposium 2024

AGENDA

This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.

Contact Centre Symposium agenda

Monday

17:00

Delegate registration

20:00

Welcome drinks

Tuesday

8:00

Breakfast

8:40

Laurence Fonsdituri

Opening Comments

Laurence Fonsdituri, Head of Customer Care, Coles

Coles

8:50

Joel Johnson
Exclusive – Live & In-Person
International Keynote

Joel Johnson, Head of Customer Care – Americas, Dyson

Dyson

More details coming soon.

9:25

Partner Keynote

Hosted by Datacom

Datacom

10:00

Emma Stapleton

Putting the Contact Centre at the Heart of Immersive Customer Experiences

Emma Stapleton, Head of Customer Support, MECCA

Mecca

We all know that the contact centre is a strategic asset. This presentation will delve into the dynamic landscape of immersive customer experiences and what the biggest elements to building a connected customer service eco-system will be. This will include:

How you bring a level of omnichannel communication to meet customers increasing demand for seamless experiences. What are the architecture and structural pillars required to ensure a consistent and unified customer journey? We’ll also touch on how the need for highly skilled and adaptable agents becomes critical to keeping the pace with evolving technology, what the training programmes are that have proven success in unifying agent, tech, and customers, and, finally, how to successfully engage with stakeholders around the business CX strategy.

10:30

Coffee Break & Networking

10:55

Partner Breakout

Hosted by Fullstop.ai

Fullstop.ai

Partner Breakout

Hosted by Zenarate

Zenarate

Partner Breakout

Hosted by ServiceNow

ServiceNow

11:30

PANEL DISCUSSION
How to Instil Best Practice and Find What’s Right for You in Hybrid Working Environments

Moderated By: Laurence Fonsdituri, Head of Customer Care, Coles
Elisa Iurato, Chief of Community, Retail & Supporter Experience, World Vision Australia
Darren Sutton, Associate Director, Healthshare NSW
Robert Tolliday, Vice President, Sales, hipages
Sara Tavora, Senior Manager, Student Services Hub, Western Sydney University

Darren SuttonRobert TollidaySara Tavora
World Vision Australia, Healthshare NSW, hipages, Western Sydney University

In this panel discussion, by hearing from a showcase of industry leaders with different perspectives and opinions, you’ll walk away with knowing whether or not your business is best suited to office, home, hybrid and knowing when to strike the balance. The core problem is how to manage hybrid workforces to perform at an elevated level. Truth be told, we all know that what works for one doesn’t work for another, so this session is designed to help you understand the right path for you to take. To do so, this panel explore the following points:

– How do you instil discipline in yourselves as leaders, so you know precisely what you and your business want?
– What are the KPI’s differentiators between in-the-office Vs work-from-home?
– How do you manage diverse needs of employees, when some can demonstrably work from home, but others require a lot of support?
– In what ways do office proponents demonstrate the value of coming-in to employees?
– To what extent does the cultural piece matter when working in an environment when you’re on calls 80% of the time?
– How do you properly listen to your contact centre and understand what they need in hybrid working environments?

12:20

Partner Breakout

Hosted by Nexon

Nexon

Partner Breakout

Partner Breakout

12:40

Networking Lunch

13:40

Harmony in the Hive: Navigating the People Vs Tech Conundrum in Australian Contact Centres

John Connolly, Head of Customer Contact Centre, Newcastle Permanent Building Society
Kristy Ingall, Manager, Customer Operations, Newcastle Permanent Building Society

John ConnollyKristy Ingall
Newcastle Permanent Building Society

For contact centre leaders, how you manage the relationship between your teams and your tech only increasing. It’s far from easy. At once you need to embrace digital advancements to remain competitive and timely in your responses, whilst also preserving the human touch that defines a truly successful customer centric business. From the intricacies of workforce management to the nuances of customer interactions, we’ll explore how the industry can harness the power of both people and technology for optimal efficiency, customer satisfaction and employee engagement.

To manage cost effectiveness and customer experience together, you need to invest in having an end-to-end process that can find out what matters, quickly. We’ll walk through how this has been done successfully, the centre of this is a mindset of understanding that what the customer wants and what they might be doing are not always the same thing, then it’s a case of working out what the customers are doing and what they might want next. We’ll talk you through how to instil the right disciplines amongst your workforce to enable tech to be used cost effectively. Finally we’ll touch on self-serve and how to make sure that they are taking the lighter queries while you have sophisticated queries being tackled by sophisticated agents.

14:30

Wine Tasting

Hosted by Verint

Verint
Workshop: AI and Wine

Simon Kriss, Chief Innovation Officer, Customer Experience Innovation Institute

Simon Kriss
Customer Experience Innovation Institute

Join this workshop for the double whammy experience. Your workshop leader is both a published author on the topic of AI in CX and holds a master’s degree in Wine! Experience both AI and Wine together.

AI, like wine, is experiential and this session will deliver both the theory and practice of using AI and of wine tasting. This workshop is for beginner to novice users of AI, as well as beginner to novice wine snobs.

In the workshop you will discover:
• The basics of Artificial Intelligence both traditional and generative
• The basics of wine tasting
• Use cases for AI that you can immediately take back to your workplace and experiment with
• Practical use of generative AI – you will build you own bot and manage its persona
• Practically drink and evaluate wines!

This session will be insightful, pragmatic and FUN.

Your workshop leader is Simon Kriss. Simon is Australia’s leading voice on the use of AI in CX and author of “The AI Empowered Customer Experience” (which each participant will receive a free copy of). His hobby is wine judging, and he holds a master’s degree in Viticulture and Wine Tech from Melbourne University.

Go-Karting

Hosted by Calabrio

Calabrio
 

Golf

Hosted by weploy

weploy
 

17:00

Relax + Recharge

19:00

Pre-Dinner Drinks Reception

Hosted by Ashton Media

19:45

Gala Dinner

Hosted by Webex

webex

21:45

Close

Wednesday

8:00

Breakast

8:50

Opening Comments

8:45

Partner Keynote

Hosted by RingCentral

RingCentral

9:20

Exclusive – Live & In-Person
International Keynote

More details to come soon.

9:55

Partner Breakout

Partner Breakout

Partner Breakout

10:20

Coffee Break & Networking

10:45

Katalin Fritz

Exclusive – Live & Exclusive
International Keynote: Sophisticated, Agile & Adaptable – Creating Complex Thinkers for the Future Amongst Your Agents

Katalin Fritz, Chief Customer & People Officer, Marley Spoon

Marley Spoon

In this presentation, you’ll be walking away having heard an in-depth case study on how to successfully upskill your work force to deal with complex and sophisticated scenario’s, fortifying you for a world where much of the simple stuff will be taken up by automation. We’ll begin by outlining the technical skills that are going to be required for contact centre agents to understand and troubleshoot problems that may arise from intricate product features and the ability to troubleshoot and find solutions beyond basic customer needs. We’ll also handle how to develop the soft-skills, and what the requirements will be if outsourcing, to maintain effective communication and active listening. The need to build rapport will be especially key.

Then we’ll move on to enhancing critical thinking, what are the most utilitarian scenario-based training exercises that’ll help develop skills the quickest and find the areas that are the most likely to be unsolvable through automation. Finally, this session will touch on how to embed a culture of continuous learning and adaptability, staying up to date on product developments, access to online resources and giving autonomy in areas of each employee would like to be sophisticated in.

11:25

Hayley M
THINK TANK 1
How Do We Deal with the AI Angst?

Hayley McNab, Head of Customer Care, The Warehouse Group

The Warehouse Group

In this discussion group, we’re going to be looking at the biggest fears and the biggest questions we all have around AI. Your questions will be:

– How, if at all, are you using artificial intelligence in your organisation currently?
– What are you most scared about when it comes to AI?
– How much are you excited by AI adoption – or does it just all sound like hard work?
– Are there specific training programs that can help employees feel more empowered and less threatened by AI integration?
– In what ways can AI be designed to enhance, rather than replace, the human touch in customer interactions?

Lee Doyle
THINK TANK 2
What Does the Contact Centre Employee of the Future Look Like?

Lee Doyle, Head of Customer Care, Blackwoods

Blackwoods

For all those joining this think tank, we’ll be having a grounded yet speculative look at the roles of the future.

Your agents of the future are going to be value generating assets to your company, particularly as retention increases in importance due to macroeconomic trends. As such, the questions for exploration are:

– What is the best-case and worst-case scenario for what the contact centre role of the future looks like?
– How should we be changing the way that we on-board and maintain support for our team so that roles evolve in the best way possible?
– Should we all have dedicated in-house trainer roles and operational capability consultants?
– How important is building a brilliant employee experience going to be for getting ahead of the curve?

Kirillee Mahon
THINK TANK 3
How do you ensure the Best Contact Centres whilst dealing with Increased Operating Costs?

Kirillee Mahon, National Retention and Complimentary Products Contact Centre Manager, Bupa

Bupa

The integration of AI and it’s technological components are expensive. Having trained and competent staff to manage the more complex issues are expensive. And all the while businesses are tightening their belts and looking to make savings wherever they can.

So, how are leaders able to cope? In this think tank we’ll discuss the following:

– What do you think is the biggest challenge to contact centres in a cost-of-living crisis?
– Should the employee or customer come first in a cost-of-living crisis?
– How can companies adapt contact centre operations to remain financially viable during a cost-of-living crisis?

Emily Bayford
THINK TANK 4
What are the Best Way of Enhancing Vendor Collaboration?

Emily Bayford, Senior Manager, Contact Centres, Australian Super

Australian Super

In this think tank, we’ll be focusing on how to optimise vendor collaboration for effectiveness in your contact centre. Goodness knows, it isn’t always easy.

Your thought-starter questions are:

– What do you need to guarantee you’re going to get when you’re signing on the dotted line?
– What are the keyways for aligning their solutions with your individual contact centre goals?
– Which are some of the best solutions you’ve used and how do you measure performance?
– Are their any strategies that can be implemented to continuously enhance performance?
– How has technology and AI shifted these relationships?

Laurence Fonsdituri
THINK TANK 5

How Do You Make the Human Elements Harmonise?

Laurence Fonsdituri, Head of Customer Care, Coles

Coles

As AI continues to transform the landscape of contact centres, the role of human agents becomes increasingly nuanced. So the question arises: how do we get that high level of sophistication of human touchpoints with our customers?

With that in mind, we’ll touch on:

– How do you identify the core competencies of AI-driven environments?
– What are the training programmes in place to identify and refine the people skills you need?
– How do you address the ethical considerations surrounding the integrations of AI in contact centres and its impact on employee morale and job satisfaction?
– What are the ways to foster a culture of continuous learning and adaptability?

Luke Jones Power
THINK TANK 6

Was it a Misconception that Hybrid Was Going to Become the New Normal?

Luke Jones-Power, Head of Customer Support, Youi Insurance

Youi

Let’s get real about hybrid work in contact centres! Join to dive into what’s worked, what hasn’t, and where we’re headed with hybrid work.

– What did we think hybrid work would be like and how is it really going?
– How has the adaptation not necessarily worked out?
– If it has, how have you made it work?
– Are people more or less engaged and how do we keep teams motivated?
– What are the tools available to make it work if you need to, and what still needs fixing?
– Where do you see the future of hybrid going?

12:20

Angelo Azar

Don’t Care How, I Want it Now! How on Earth do we Manage Always Rising and Ever-Changing Customer Expectations?

Angelo Azar, Chief Operating Officer, Honey Insurance

Honey Insurance

Customers want instant gratification. The demand to meet the rising expectations of customers within contact centres is only increasing as we make our way through this cost-of-living crisis. You always need to be a step ahead. What is amazing today, becomes standard next year and that includes the channels that I can engage on. The list of options goes well beyond calling and many young people expect to connect digitally. In this session, we’ll be delving into the questions and providing the answers on how to anticipate what the developing trends are in customer expectations and the strategies for adaptation around them.


Shaping the session will be: How do you select the channels that are most effective? How do you make these stand up in a cost efficient and effective way? How do you balance data security with the need to provide a personalised digital customer experience tailored to their own journey? What are the skills needed to ensure consistency across channels, particularly transitioning from bot to agent? Finally, we’ll explore the paradox of increased demand for self-service whilst also making sure that you’ve got the human touch covered – it’s this that’s going to set you apart from the rest!

12:55

Tim Johnson

Automation for Augmentation: How Suncorp are Accelerating the Application of AI in Contact Centres

Tim Johnson, Head of Automation, Suncorp

Suncorp

In this presentation, you’ll be hearing from Tim Johnson from Suncorp who will be taking us for an in-depth look at how Suncorp have accelerated the application of AI in their organisation. The whole premise of AI in contact centres is to take away the inability to solve complex problems for clients and customers. You’ll hear how Suncorp have given their contact centres the ability to observe, orientate and act when dealing with issues by putting GenAI at the heart of what they do.

This session will also focus on how you can train your teams to utilise GenAI and how, through the use of an AI-driven Q&A platform, the ability to for agents to ask sophisticated questions will lead to a huge uplift in speed to competence for the team and the CX experience for the customer.

13:25

Lunch & close of Symposium