Customer Contact Week Australia 2020 | IQPC | 24 February 2020 | The Star Gold Coast, 1 Casino Dr, Broadbeach QLD 4218, Australia

We are excited to announce the finalists for the CCW Australia Excellence Awards. Entries this year have been extremely competitive with over 50 submissions across 6 awards categories!

The CCW Awards team would like to thank all companies for their participation and congratulate the companies that have made the cut!

The 5th Annual Customer Contact Week will provide you with the necessary roadmap and tools to adapt your People, Process, Technology and Customer Service Delivery strategy towards a new frontier. We’ll bring together pioneering organisations to discuss how they are successfully navigating this change and transforming their Contact Centres into a unified CX Hub that will forever change the way customers connect.

2020 Speakers

Adam Geneave
Chief Customer Happiness Officer, AirAsia (MALAYSIA)

Lee Scales
Chief Customer Officer, UniSuper

Troy Barnes
Chief Customer Officer, Yum! (SINGAPORE)

Steve Mitchinson
Chief Customer Officer, Department of Finance WA

Steven Bailey
Chief Customer Officer, MyBudget

Lawrence Mitchell
CCO, Sumo Salad

Sharron Bottica
Chief Customer Officer, AIA

Mai Le
Head of Customer Obsession, Customer Care, Uber (USA)

Shyamala Prayaga
Autonomous Vehicle Digital Experience, Product Owner, Ford Motor Company (USA)

Ray Apple
Executive Vice President Contact Centres, Customer Experience and Operational Technology, Wells Fargo (USA)

Nick Macfarlane
Head of Customer Experience, Sky Spain (SPAIN)

Adam Geneave
Chief Customer Happiness Officer, AirAsia (MALAYSIA)

Troy Barnes
Chief Customer Officer, Yum! (SINGAPORE)

Olga Quiros
Director Global Customer Operations, Expedia Group (SINGAPORE)

Simon Banks
Author, Artist and Innovation Expert

Sam King
Capability and Innovation Manager, AGL Energy

David Jaffe
Consulting Director, Limebridge

Tim Roberts
Director Customer Innovation, Westpac

Fasahat Feroze
Strategic Service Design Lead, Employee Experience, Qantas

Andy Hardy
Strategic Director of Employee Engagement, Genesys

Michael Dyson
Head of Solution Design, nbn co Australia

Blaine Slater
Group Executive – New Business, TSA Group

James Moore
Head of Workforce Planning, Sportsbet

Clare Toufexis
General Manager Services and Access, Department of Internal Affairs, NZ

Sarah James
Head of New Business and Continuous Improvement, MLC Insurance

Andrew Hume
CEO, Probe Group

Megan McDonald
Group Manager, Product, World Vision Australia

Carl Gribble
Member Experience Design Manager, RACQ

Josh Teichman
Group Manager, Digital Transformation, Monash University

Kieran Clarke
Head of Digital Engagement, Public Transport Victoria

Vicki Wood
Head of Delivery, Commonwealth Bank of Australia

Lyndon Summers
Product Manager CAIS, Open Universities Australia

Sheryl North
Channel Lead – Customer in Home, Spark NZ

Jimmy Wu
Insights, Advanced Analytics Manager, The Coffee Club

Matthew Sherwood
Lead Product Owner, IAG

Jemma Vandali
Service Design Chapter Lead, Telstra

Craig McCosker
Product Strategy Manager, Future Focus, ABC

Lara Atechian
Head of UX, Booktopia

Luciana Andriani
Group Manager, Monash Connect, Monash University

Jon Whitby
Head of UX, World Nomads

Pablo Munoz
Field Communication Manager, 8x8

Mark Baylis
Vice President Customer Service and Digital Customer Engagement, Optus

Chris Barnes
Head of Consumer Service, National Australia Bank

Paul Classens
Head of Contact Centres, ING

Naved Khan
Head Customer Experience & Operations – Global Service Delivery, eBay A/NZ

Luke Whytcross
Head of Customer Solutions, O’Brien Glass

Kate Fowler
Assistant Commissioner, Australian Taxation Office

Catherine Drinkwater
Customer Experience Strategy Manager, City of Gold Coast

Malcolm Angell
Head of Contact Centre, LGIA Super

Louise James
Head of Customer Service, Transurban

Jean-Pierre Doherty-Bigara
Customer Care Manager, TNT

Sue Ferguson
Director Contact Centres, Service NSW

David Daley
General Manager Member Engagement, ESS Super

Jessica Thompson
General Manager, Service Business and Government, Australia Post

Sarina Pratley
General Manager of Contact Centres, ANZ, NZ

Antoine Casgrain
General Manager of National Contact Centre, KINCARE

Matt Penman
General Manager Customer Service, Auto General Australia

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

Joan Brierley
A/ Executive Director Drivers and Vehicles, Department of Transport WA

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

Michele Olivier
Head of Customer Service, Princess Cruises

Trent Poupard
Head of Direct Sales & Service, Momentum Energy

Carly Irving
General Manager Customer Market and Operations, Energy Queensland

Lizzie Bott
Senior Service Designer, Product and Innovation, Telstra

Sally Forde
Contact Centre Specialist, CBus Super

Megan Papadopoulos
Head of Consumer Connection, Bendigo and Adelaide Bank

Tom Hatch
Manager – National and Strategic Sales, DFP Recruitment

2020 Speakers

DIAMOND SPONSOR:
• Genesys

PLATINUM PARTNER:
• Avaya

CLOUD CX PARTNER:
• NICE inContact

GOLD SPONSOR:
• 8x8

DESTINATION SPONSOR:
• Fiji Consulate General & Trade Commission

CLOUD CONTACT CENTRE SPONSOR:
• Enghouse Interactive

TECHNOLOGY INNOVATION SPONSOR:
• Poly

INNOVATION CENTRE SPONSOR:
• TTEC

PARTNERS:
• Call Design
• LivePerson
• Twilio Australia
• Deloitte
• Probe Group
• Freshworks
• Premier Technologies
• LimeBridge Australia
• TSA Group
• Zendesk
• Daisee
• Cognigy
• Intercom
• Khoros

COFFEE CART SPONSOR:
• Phonestat

EXHIBITION PARTNERS:
• SAP
• Panviva
• Knosys
• Acquire BPO
• Zoho Corporation
• Livepro
• Auraya Systems
• Noble Systems
• CallN
• COPC Inc.
• Nuance
• Weploy

REQUIREMENT PARTNER:
• DFP Recruitment

LANYARD SPONSOR:
• Datacom

LECTERN SPONSOR:
• Veridian Solutions

SUPPORTING PARTNER:
• Customer Service Institute of Australia (CSIA)

MEDIA PARTNERS:
• CCW Digital
• CX Network
• CXFocus
• CSM
• PS Alerts
• PS News