David Sherning

National Investigations Manager

NZ Post

SESSIONS

Day 1

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