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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

3:30

Chairperson’s Closing Address 

3:40

Closing Karakia & End of Summit

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