Agenda
Day One | Wednesday, 23rd October 2024
8:10
Registration & Morning Refreshments
8:35
Opening Karakia
8:50
Chairperson’s Opening Address
Greg McAllister, Independent Consultant
Maximising Contact Centre Efficiencies & Operations
9:00
Opening Keynote: The Evolution of Agents, from Reducing Employee Turnover to Enhancing Communication Skills
Understanding the challenges faced by agents in a high-stress environment and the true cost of high employee turnover including the impact had on a team's dynamic
The role of effective leadership and how creating a supportive and collaborative culture can positively impact contact centre morale
How to reduce agent workload through leveraging advancing technology such as CRM systems and automating routine tasks
Henry Gray, Manager Customer Care – Contact Centres, Auckland Transport
9:30
Keynote Panel: Beyond the Buzzword: Implementation of AI Across Contact Centre Operations and Efficiencies
How AI and ML are revolutionising customer service, leading to increased customer satisfaction and loyalty.
Utilisation of AI in contact centre operations for streamlining processes.
Automating workflows and process automation, to reduce handling times within contact centres.
How can AI forecast customer needs and identify cost-saving opportunities for enhanced cost efficiency.
Moderator: Nicola Chrisp, Head of Customer Engagement, Toitū Te Whenua Land Information New Zealand
Mo Odedra, GM of Client Experience, Fisher Funds
Priya Thurai, Head of Insights, Watercare Services Limited
Paulo Gottgtroy, Head of Decision Science & Analytics, Mercury NZ
Workforce Productivity & Agility
10:15
Case Study: Implementing a Fully Remote Workforce
The business case and journey to fully remote implementation.
Designing and implementing, from recruitment through to performance and attrition.
Challenges, results and lessons learned – what are the key considerations?
Hannah Crawshaw, Group Lead, Customer and Compliance Services, Inland Revenue NZ
10:45
Lightning Address – Madison & Contact Centre Hiring Insights
Rachna Singh, Manager - Contact Centre, Madison Recruitment
10:50
Speed Networking
11:10
Morning Tea – Brought to you by Madison Recruitment
11:30
Panel: Transforming Contact Centre Excellence: Striking the Balance between Automation and Human Touch
Harnessing AI-powered chatbots, self-service tools, and customer understanding to increase engagement and elevate CX with human touch.
How investing in agent training, feedback mechanisms, and gamification to cultivate a workforce enhance customer experiences.
Delivering the best of both worlds to meet the demands of a diverse customer base.
Moderator: Greg McAllister, Independent Consultant
Rochelle Hedley, Head of Channel Excellence, Auckland Council
David Sherning, National Investigations Manager, NZ Post
Hayley McNab, Head of Customer Care, The Warehouse Group
Matt Hanrahan, Solutions Consultant – Product, Digital Island
12:15
How to Optimise Agent and Customer Experience with Zoom's AI-Infused Platform
Erin Brown, CX Sales Specialist, Zoom
12:35
How to Use AI to Drive CX and EX Success
Exploring practical tips on using AI within your contact centre to improve client and employee experiences
Leon Sheehan, CEO, Digital Island
1:05
Lightning Address - Outsource Fiji
Shivika Supriya-Patel, Communications and Marketing Consultant, Outsource Fiji
1:10
Networking Lunch
Contact Centre Workforce, Technology & Infrastructure
2:00
Interactive Breakout Sessions
Breakout A: Empowering Contact Centers with AI: Transforming Business Communications and Customer Support
Ben Relf, Country Lead, Dialpad
Breakout B: Moving from Prototype to Production: Accelerating Time-to-Value for Customer and Employee Generative AI Use Cases
Nick Latham, General Manager of Digital Operations, Probe CX
Breakout C: Building Resilient Contact Centre’s: The Power of Skills-Based Hiring
Phil Heys, Enterprise Sales Director, Flexhive by Hudson
3:10
Fireside chat: How the University of Canterbury Supports Student Experiences with Digital Transformation
How the University of Canterbury replaced its ageing contact centre infrastructure with a cloud-based solution that provides seamless integration with its disparate departmental platforms, while providing a solid foundation for long-term scalability and evolution using the NICE CXone platform
The journey to frictionless customer experiences and how flexible, scalable cloud-native contact centre technology will support its wider digital transformation
How CXone provides a solid foundation from which the University of Canterbury can evolve to support its internal stakeholders and the value of a technology partner that has a comprehensive roadmap to support continued evolution
Clive Keylard, Product Manager – Business Services, University of Canterbury
Dilan Haradasa, Account Executive, NICE
3:30
Afternoon Tea
Building High-Performing Teams: Leadership & Culture Transformation
4:00
Interactive Mini Workshop: Leading Through Change – Keeping Contact Centre Teams Engaged and Productive
Engaging employees by seeking their input, and ideas, empowering them to contribute to solutions and decision-making.
Providing ongoing support and training to assist team members succeed during transitions.
Strategies for building focus and cohesion across your team.
Gail Meintjies, Customer Coaching Specialist, Watercare Services Limited
4:50
Chairperson’s Closing Address
5:00
Networking Drinks & End of Summit Day One
Day Two | Thursday, 24th October 2024
8:20
Registration and Morning Refreshments
8:50
Chairperson’s Opening Address
Greg McAllister, Independent Consultant
Mastering Omnichannel & Automation
9:00
Keynote: Strategies for Integrating Multiple Channels, Leveraging Data Analytics and Delivering Consistent Service Across Touchpoints
How does delivering seamless interactions across multiple channels elevates satisfaction and fosters loyalty?
Leveraging omnichannel approaches facilitate increased conversions by engaging customers at various touchpoints throughout their journey.
How implementing multiple channel strategies meet customer expectations and surpass competitors, by gathering invaluable data to inform decisions?
Bryan Ng, Chief Data & Analytics Officer, New Zealand Trade & Enterprise
9:30
Partner Presentation - Transforming Customer Service: The Building Blocks for Generative.AI Value Realisation
Join this informative session where Chris Fletcher, Chief Consumer and Business Officer, shares his experience on the interplay of culture, process, and platform as the foundation for creating change.
Chris Fletcher, Chief Consumer and Business Officer, One New Zealand
Maintaining Customer Trust
10:00
Panel: Navigating the CX Landscape to Enhance Customer Journey and Maintaining Customer Relationships
Optimising customer experiences through meticulous mapping of customer touchpoints and preferences.
Addressing technical challenges in omnichannel implementation by prioritising the security and privacy of customer data.
How to stay ahead of the curve by embracing future trends and innovations to shape the customer engagement.
Moderator: Greg McAllister, Independent Consultant
Jody Bews-Hair, General Manager Customer, Honda NZ
Jessica Withnall, Contact Centre Operations Manager, ACC New Zealand
Jae Stowers, Manager Customer Contact Group, Tertiary Education Commission
Richard Winterburn, Channel Business Development Manager, Digital Island
10:45
Morning Tea
The upcoming sessions are shared plenary sessions with the Future CX Summit
11:15
Presentation: Striking the Balance: Customer Trust, Personalisation, and Brand Loyalty
Achieving personalisation without compromising trust
Transparency as the cornerstone: Building trust through clear data collection and usage practices
Prioritising data protection: Balancing personalisation and privacy for enhanced brand loyalty
Paul Natac, CIO, Provident Insurance
CUSTOMER SERVICE IN AN AI DRIVEN WORLD
11:45
Interactive Breakout Sessions
Breakout A: Transforming Customer Service: Our Contact Centre’s Real-World Journey with Generative AI
Bond Grieve, Generative AI Engineer, One New Zealand
Breakout B: Bridging the Gap: Connecting CX and EX for a Seamless Total Experience
Erin Brown, CX Sales Specialist, Zoom
Breakout C: The New Role of the Human Agent after the AI Revolution
Lauren McCall, Senior CX Specialist, Zendesk
Nick Ogilvy, CX Specialist, Zendesk
12:55
Networking Lunch
1:50
Prize Draw
Data Analytics & Customer Insights
2:00
Panel: Leveraging Data to Enhance Customer Experience
Harnessing data analytics optimises product and service offerings to meet evolving customer needs and preferences
Utilising real-time data to address customer concerns and optimise their experience across all touchpoints
How brands can stand out by employing data analysis to deepen insights into customer behaviour
Driving personalised experiences through customer journey analytics to identify and address pain points.
Moderator: Bryan Ng, Chief Data & Analytics Officer, New Zealand Trade & Enterprise
Wendy Ballard, General Manager NZ, Zip Co
Wayne Armstrong, GM Transformation, Placemakers
McLeish Martin, General Manager - Customer, Immigration New Zealand, Ministry of Business, Innovation and Employment
Cultivating a Customer-Centric Culture
2:45
Panel: Cultivating Customer-Centric Excellence: Overcoming Challenges, Aligning Strategies, and Leadership Impact
Instilling challenges and best practices to foster a culture centred around exceeding customer expectations.
Aligning strategies for internal workflows and structures to prioritise customer needs and deliver exceptional experiences.
How leadership roles can drive cultural transformation towards more customer-centric culture and continuous improvements.
Moderator: Jin Wan, Client Experience Manager, Fisher Funds
Prashant Bakshi, Chief Customer Officer, New Zealand Qualifications Authority
Moa Haar-Simmonds, GM - Service Operations, Mercury NZ
Rhonda Rehman, GM, Member Services, Chartered Accountants Australia & New Zealand