Venue
The Star Gold Coast
The Star Gold Coast, 1 Casino Dr, Broadbeach QLD 4218, Australia

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Event Date Thu Feb 28 AEDT - Fri Mar 1 AEDT (almost 3 years ago)
In your timezone (EST): Wed Feb 27 4:00pm - Fri Mar 1 1:00am
Location The Star Gold Coast
1 Casino Dr, Broadbeach QLD 4218, Australia
Region APAC
Details

The role of the contact centre is changing. In this digitising landscape, Greater Bank estimates that 85% of their customers are already online by the time they call a contact centre. The new goal for contact centres isn’t just to provide speedy responses with low wait times. It is also to reduce the number of repetitive enquiries reaching the contact centre by encouraging the use self-service portals. However the consequent needs of capability uplift for the workforce and implementing these with a customer centric focus demonstrate that it is not just technology that needs updating.

With this in mind, CCW2019 will demonstrate through case studies and interactive discussion, that the innovation of people processes and technology will drive contact centres forward. CCW2019 will unite contact centre managers, customer service experts and thought leaders in the fastest growing customer contact event in Australia: the 4th Australian Contact Centre Week Summit 2019. This event is an extension of the world’s biggest Call Centre Week series from the USA.

Speakers

2019 Speakers

John Merritt
Head of Customer Care, Energy Australia

Jacqueline Laing
Head of Customer Service, UBank

Amanda Rice
Director, Service Delivery, Australian Financial Security Authority

Lauren Reid
Head of Direct Service, MLC Life Insurance

Peter Chidiac
Managing Director, Australia and New Zealand, Avaya

David Daley
General Manager, Member Engagement, ESSSuper

Ria Leason
Senior Business Project Manager, Allianz Australia Insurance

Luke Jamieson
Head of Service Centre, First State Super

James Walford
Strategic Director, Digital & Innovation, Genesys

Simon Separghan
Managing Director, Global Customer Operations & Digital Channels, Barclays

Jeremy Tan
Director, Call Centre Operations, Marina Bay Sands

Cippy Seidler
Director, Consumer Care Centre Banner Health

Trent Lewis
General Manager, Customer Contact Centres, Spotless Group

Craig Mendel
Head of Customer Contact, TAL

Bronwyn Dodd
Contact Centre Manager, Feros Care

Jean-Pierre Doherty Bigara
Queensland Customer Care Manager, TNT Australia

Sue Coe
Call Centre Manager, Queensland Urban Utilities

Michele Olivier
Head of Customer Service, Princess Cruises

Susan Kelso
General Manager, Customer Experience, Compare the Market Australia

Tim Powell
National Contact Centre and Operations Manager, Teachers Mutual Bank

Steve Mitchinson
Acting General Manager, Driver and Vehicles Services, Department of Transport WA

Anthony Bonnici
Director, Move Mountains

Lucas Karchinsky
Executive Manager, Call Centre Operations and Business Solutions, Life Flight Foundation

Duncan Graham
Group Manager, Contact Centres, Allianz Australia Insurance

Amalie White
Head of Customer Interactions, Sunsuper

Sarina Pratley
General Manager, NZ Contact Centres, ANZ

Megan Papadopoulos
Head of Call Connection, Bendigo and Adelaide Bank

Christian Bowman
General Manager, CX and Engagement, neds.com.au

Adrian Marr
National Sales Development Manager and Head of Customer Centricity, Laminex

Tamara Brooker
Executive Manager, Business and Customer Service, Western Power

Chris Barnes
Head of Direct Channel Development, National Australia Bank

Deanne Martin
Head of Customer Service, SEEK

Sandy McIntosh
General Manager, Member Service Delivery, RACV

Alex Huntley
Head of Customer Experience, Booktopia

Emily Bayford
Contact Centre Channel Manager, Australian Super

Lisa Kay
General Manager, Member Services and People, Energy Super

Ana Atordido
Contact Centre Manager, Urbanest

Daniel Cooper
Head of Care Transformation and Premium Support, Spark NZ

Glenn Jenkins
Manager, Member Experience, Mercy Super

Russell Murphy
Contact Centre Performance & Improvement Manager, Service NSW

Carly Irving
General Manager, Customer and Market Operations, Distribution, Energy Queensland

Milijana Vukolic
Acting Manager, Customer Contact Centre, Queensland Building and Construction Commission

Kristy Canning
Head of Contact Centre & Retail Network, NIB Health Funds

Matt Penman
Senior Manager, Auto & General Australia

Henriette Rothschild
Chief Operating Officer, iSelect

Kieran Perkins
Head of Operations, iSelect

Andrea Hodson
National Senior Manager, Business Customer Contact Channels, Australia Post

Blaine Slater
Group Executive, New Business, TSA Group

Jim Kraeutler
Vice President, ISV and Technology Alliance Program, Genesys

Tom Hatch
Manager, National & Strategic Sales, DFP Recruitment

John O'Brien
General Manager, ANZ, Bright Pattern

David Jaffe
Director, Limebridge

Gerry Tucker
Managing Director, NICE ANZ

Paula Gill
Sales Enablement Manager, 8x8

Sol Rabinowicz
Chief Executive Officer, Premier Technologies

Charles Thomlinson
Strategic Executive, Zendesk

Aiden Turner
Customer Service Manager APAC, Sibelco

Vin Larocca
Global Vice President, Oracle

Arthur Norwak
Senior Vice President, Operations, TTEC

Sreelesh Pillai
General Manager, Freshworks

Richard Watson
Country Director, Australia, Twilio

Devang Sachdev
Director, Product Marketing, Twilio

Wyatt Roy
Managing Director, Afiniti Australia

Rohan Anderson
Manager, Operations, UBank

Sponsors & Partners

2019 Sponsors and Partners

SA PAVILLION:
• BPESA

LEAD SPONSOR:
• NICE inContact

DIAMOND SPONSOR:
• Genesys

PLATINUM PARTNER:
• Avaya

GOLD SPONSOR:
• 8x8

ASSOCIATE PARTNERS:
• Premier Technologies
• TSA Group
• TTEC

EVENT PARTNERS:
• LimeBridge Australia
• Bright Pattern
• Zendesk
• Freshworks
• Twilio

JUICE BAR SPONSOR:
• Phonestat

COFFEE CART SPONSOR:
• SecureCo

EXHIBIT PARTNERS:
• Acquire BPO
• ABTC Group
• Noble Systems
• Aircall
• Oracle
• CallN
• Unity4
• Zoho Desk

RECRUITMENT PARTNER:
• DFP Recruitment

LANYARD SPONSOR:
• Stellar

LECTERN SPONSOR:
• Veridian Solutions

MEDIA PARTNERS:
• CCW Digital
• CX Central
• Matchboard
• PS News
• Banking Day