CCW Leader’s Exchange 2019 | IQPC | 14 October 2019 | RACV Goldfields Resort, 1500 Midland Hwy, Creswick VIC 3363, Australia
Venue
RACV Goldfields Resort
RACV Goldfields Resort, 1500 Midland Hwy, Creswick VIC 3363, Australia
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| Event Date |
Tue Oct 15 AEST - Wed Oct 16 AEST (about 5 years ago)
In your timezone (EST): Mon Oct 14 6:00pm - Wed Oct 16 3:00am |
| Location |
RACV Goldfields Resort
1500 Midland Hwy, Creswick VIC 3363, Australia |
| Region | APAC |
Details
Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously.
To make things even more challenging, customers want businesses to know them and their preferences so they can deliver services in a way that best fits customers’ personal needs. And the experience needs to be fast, efficient and easy.
To be successful, Contact Centre Leaders need to effectively balance the personalisation of service against the cost of delivery, all while staying ahead of rapidly changing customer expectations.
Brought to you by the organisers of Customer Contact Week, the 3rd annual Contact Centre Leader’s Exchange is an invite-only event, focused on only the most senior decision makers for contact centres.
It’s where contact centre decision makers from across multiple industries come to share best practice in an intimate peer-to-peer format - and learn about the latest contact centre solutions through brokered high level meetings and interactive discussions.
Speakers
2019 Speakers
Daniel Cooper
Channel Lead - Customer Solutions, Spark New Zealand
Mark Baylis
Vice President, Customer Service and Digital Customer Engagement, Optus
Claire Johnston
Contact Centre Domestic and Complaints Executive, Telstra
John Merritt
Head of Customer Care, EnergyAustralia
Rebecca Russel
Head of Contact Centres, Air New Zealand
Jessica Thompson
General Manager Service - Business and Government, Australia Post
Christopher Douglas
Director Member Services - Pacific, Accor Plus
Sarina Pratley
General Manager Contact Centres, ANZ New Zealand
Chris Barnes
Head of Service - Consumer Direct, National Australia Bank
Sandy McIntosh
General Manager Member Service Delivery, RACV
Annie Ferguson
Assistant Commissioner CAS Individuals Service Centre, Australian Taxation Office
Phillipa Dobbin
Head of Customer Operations, Pepper Financial
Kate Bullock
Contact Centre Director, DHL Australia
Jeff Hamele
Head of Business Operations and Member Services - Velocity Frequent Flyer, Virgin Australia
Sponsors & Partners
2019 Sponsors & Exhibitors
• Unity4
• TSA Group
• Concentrix
• TTEC
• Premier Technologies
• Aspect
• VERINT
• Probe Group
• Acquire BPO
• Poly
• Nuance
• LivePerson