Customer Contact Week 2025 | IQPC | 3 March 2025 | The STAR, Gold Coast, 1 Casino Dr, Broadbeach QLD 4218, Australia

This event stands out for its unmatched depth and breadth of content, delivered by an incomparable range of speakers from top companies, and leading technology providers. This is where thought leaders, change-makers, and visionaries in customer contact converge to tackle the industry’s most pressing challenges and explore pioneering trends that will shape the future. Here’s what sets CCW apart:

• Unrivalled Speaker Line-Up: Gain insights from industry pioneers who are actively transforming the customer contact landscape. Hear first-hand from the best minds in the field, sharing real-world case studies and strategies to common challenges.
• Comprehensive Agenda: From AI-driven customer experiences to workforce optimization, CCW covers the most relevant topics, offering a well-rounded program that addresses every facet of customer contact. With interactive workshops, panels, and quickfire presentations, you’ll gain actionable insights you won’t find elsewhere.
• Unmatched Networking Opportunities: Connect with like-minded professionals and industry leaders through exclusive networking sessions, speed networking, and roundtables. CCW is known for fostering meaningful connections that go beyond business cards – it’s a community.
• Interactive Innovation Hub: Explore the latest technologies and solutions in our Innovation Hub, featuring live demos and opportunities to engage directly with solution providers who are reshaping customer contact.

Join us for an extraordinary milestone event that celebrates ten years of transformative achievements and prepares you for the next decade of customer contact excellence.

2025 Speakers

Angelo Azar
Chief Operating Officer, Honey Insurance

Praveen Sasidharan
Chief Insurance Services Officer, Allianz

Elisa Iurato
Chief of Community, Retail & Supporter Experience, World Vision Australia

Kanika Puri
Chief Operating Officer, Fast Cover

Lauren Reid
Chief Customer Officer, Navy Health

Doug Casterton
Head of Operational Excellence, GetYourGuide

Christopher Douglas
Regional Director – Member Experience, Asia Pacific, Accor Plus

Lucus West
Chief Operating Officer, AutoGuru

Stephen Bond
Director Enterprise Project Management, Defence Housing Australia

Brandon Davis
Contact Centre Director, Uniting AgeWell

Renee Moore
Customer Contact Director, Bega Cheese Limited

Kirsty Robinson
Customer Experience Director, TAFE Queensland

Luke Hutchinson
Director Student Experience, TAFE SA

Feiselia Tan
General Manager – Data & AI Solutions, Telstra

Emma Hounsell
General Manager Contact Centres – Health Insurance, Bupa

Megan Papadopoulos
General Manager of Customer Contact, Bendigo & Adelaide Bank

Kelly Mendes
General Manager Shared Services, Pica Group

Emilia Simone
General Manager – Customer Experience, Sime Darby Motors

Greg Hodge
General Manager Strategic Initiatives, Johns Lyng Group

Darren Lee
General Manager: National Contact Centre, Oranga Tamariki - Ministry for Children

Cloe Kernick
GM Customer and Market Operations, Energy Queensland

Brendon Deleon
Group Customer Experience Manager & Contact Centre Manager, Westpoint Autos

Jen Harding
General Manager Engagement Education and Advice, HESTA

Madhu Mazumdar
Executive General Manager – Technology, Journey Beyond

Sue Coe
Head of Operations, RedHealth Independent Medical Assessments

Craig Mendel
Senior Manager - IT Customer Experience, Uniting

Scott Cumming
Senior Manager: Workforce Planning AU, AIA Australia

Aneta Field
Senior Manager: Customer Support, Honey Insurance

Ben Abrew
Global Operations Manager, AGL

Leon Tsui
Manager Assisted Recovery, Accident Compensation Corporation NZ

Jacqueline Karam
Contact Centre Manager, P&N Bank

Joshua Curtis
Centre Manager – Customer Care, Super Retail Group

Duncan Thomson
ICCC Service Manager, Redland City Council

Brent Sheriff
Manager Customer Operations, Energy Queensland

Chrissy Leong
Member Services Manager, MIPS

Jackie Klus
Manager Customer Experience Customer Driven Service, eVolt

Catherine Veronesi
Manager Customer Service, City of Sydney

Marija Licina
Customer Experience Manager, QTAC

Jay Norman
Automotive Operations Manager, Century Yuasa Batteries

Netna Johnstone
Operations Program Manager, Chemist Warehouse

Claudia Grinzi
Head of Member Services, Flybuys

Hayley McNab
Head of Customer Care, The Warehouse Group

Natalie Lane
Head of Contact Centre, Greater Bank

Sean Richards
Head of Customer Care and Contact Centre, Meridian Energy

Jaime Jonston-Smith
General Manager Contact Centre, Feros Care

Eleni Miller
General Manager, Customer Sales & Service, APT Travel Group

Nisha Varma
Contact Centre Experience Manager, Brighter Super

Toby Ellis
Head of Customer Success, AMP

Helen Crossan
Head of Member Services, Australian Retirement Trust

Adam Waters
Head of Performance and Planning, CBHS

Abhi Gudidevuni
Head of Customer & Network Services, Megaport

Rachel Lane
Head of Customer Support, The Lottery Office

Darren Randall
Digital Innovation Lead, Bupa Australia & New Zealand

Jane Elley
Customer Segment Leader, Department of Inland Revenue (New Zealand)

Lara Bellino
Customer Experience Team Leader, QTAC

Titus Peter
Head of Student Recruitment, Holmesglen

Lisa Curry
Contact Centre Manager - arhi Service, nib Group

Brent Alexander
National Manager – Customer Relationship Centre, Beyond Bank

Andy Hitchen
Customer Operations & Provider Solutions Hub Lead, Medibank

Jim Palmer
Chief AI Officer, Dialpad

Laura Horton
Workforce Planning Manager, Teacher Health

Luke Jones-Power
Head of Customer Support, Youi Insurance

Vivienne Manapsal
Customer Experience Manager, Royal Canin Australia & New Zealand

Hendrik Coetzee
Large Enterprise Account Executive, Sprinklr

Laurence Fonsdituri
Former Head of Customer Care, QuiteLike & Swaggle, Coles Group

Kahlil Gray
Workforce Planning & Analytics Manager, Customer Engagement, Retail Markets, Alinta Energy

Russell Murphy
Contact Centre Manager, Service NSW

Paul Magee
Director & President, Auraya Systems

Sarvesh Jerath
Chief Operating Officer, Data GMZ

Kunal Rahalkar
Chief Executive Officer, Data GMZ

David Vincent
Partner, CXO2

Sara Elmstrom
Chief Executive Officer, CXO2

Mike Cha
Head of Product Management, Sendbird

Richard McQueen
Regional Manager for NSW & QLD, Zendesk

Anthony Vine
Contact Centre Sales Manager, East Coast Car Rentals

Alexandra Craggs
CX Portfolio Director, IQPC

2025 Partners

• Sendbird
• Dialpad
• Sprinklr
• InMoment
• Auraya
• Zendesk
• TCN
• NICE
• Outsource Fiji
• CXO2
• Soprano Design
• Recoveriescorp
• Exsead Group
• Verint
• CoSauce
• Datagamz
• Splace BPO