Jessica Withnall
Contact Centre Operations Manager
ACC New Zealand
Jessica is an experienced leader in the Contact Centre industry. Her strength lies in operational excellence and her ability to create, motivate, and drive excellence in employee culture and engagement in complex environments, and to effectively lead leaders of teams of customer-facing Customer Experience Representatives to deliver outstanding CX.
With a strong focus on people development and vision and purpose-driven leadership, Jessica applies a systems thinking perspective to lead change and ensure performance in line with strategic objectives while bring clarity and stability to allow leaders to do what they do best.
SESSIONS
Day 2
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