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Nick Latham

General Manager of Digital Operations

Probe CX

Nick Latham, General Manager of Digital Operations at Probe Group, specialises in integrating digital and AI innovations into effective, customer-facing operations. Passionate about enhancing customer and employee experience, Nick excels in leading transformative journeys using technology across all aspects of the customer journey, including sales, customer success, customer support and technology implementation.

Believing in ‘progress over perfection,’ Nick's experience at companies like MYOB, Telstra, and Australia Post gives him unique insights into transforming frontline teams. His consultative management approach enables him to take these insights and apply them effectively to the contact centres and customer functions of Probe's clients. Nick is enthusiastic about the current wave of innovation in contact centres, leveraging digital and AI tools to achieve unprecedented advancements.

SESSIONS

Day 1

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

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