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Modernising Customer Engagement

 

Future Contact Centres 2019 is about the delivering happiness to your customers.  

Speed, accuracy and convenience are what gives your organisation a competitive advantage. With customers demanding a faster and more integrated level of service, the entire contact function has been uprooted to deliver more diverse and engaging omni-chanel experiences.

Future Contact Centres is Sydney’s premier event connecting executive-level Contact Centre experts to hone in on technology and create the ‘new normal’ in contact centre excellence. Examining diversified channels, a new criteria for talent, customer data, AI and other emerging technologies this event will make sure you exceed expectations of tomorrow’s customer. 

  

30+ Speakers

Inspiring Ideas

New Contacts Guaranteed

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Meet Our 2019 Speakers

Duncan Camp

Duncan Camp

Head of Contact Centre Member Engagement, RACQ Group

Amanda Shannahan

Amanda Shannahan

Head of Communications, UBank

Raj Chaudri

Raj Chaudhuri

Director, Global Servicing Network, American Express

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Campbell Wright

General Manager Customer Contact Centre, ANZ (Australia)

Trent Lewis-3

Trent Lewis

General Manager, Customer Contact Centres, Spotless Group

Tim Powell

Tim Powell

National Contact Centre and Operations Manager, Teachers Mutual Bank

Sue Ferguson

Sue Ferguson

Director Contact Centres, Service NSW

Kellie Hackney

Kellie Hackney

Leader Northern Region, Zendesk

Charles Thomlinson

Charles Thomlinson

Strategic Account Executive, Zendesk

Maurice Zicman

Maurice Zicman

Vice President of Business Development, ANZ, Teleperformance

moses thagasamy

Moses Thagasamy

Director Customer Strategy, IAG

Nigel Hawtin-1

Nigel Hawtin

Head of Short Tail Claims Delivery and Performance, QBE Insurance

michelle shiers

Michelle Shiers

Complex Customer Care Lead, Telstra

renzo urza

Renzo Urzua

Global Contact Centre Management Trainer, MasterCard

kelly allen

Kelly Allen

Head of Customer Care, Hello Fresh

miles williams

Miles Williams

General Manager, Customer Growth, Bupa

rod netterfiled

Rod Netterfield

GM, Change and Customer Experience, Auto and General

donna hole

Donna Hole

VP Services, hipages

daniel firman

Daniel Firman

Workforce Planning Manager, QBE Insurance

catherine payne

Catherine Payne

Executive Director Digital and Customer Communications, Department of Environment, Land, Water and Planning

Roy Hazelwood-1

Roy Hazelwood

Manager, Customer Contact Centre, Anglicare

kerrie meyer

Kerrie Meyer

NSW Contact Centre Manager, 13 Cabs

chris douglas

Chris Douglas

Director of Member Services, Pacific, Accor Plus

Olga Budieri

Olga Budieri

Senior Corporate Customer Experience Manager, Aramex

Christiano Green

Christiano Green

Head of Customer Care, Temple & Webster

Jacqueline Laing

Jacqueline Laing

Head of Customer Service, UBank

Brad Vines

Brad Vines

Technology Manager - Customer Contact Solutions, News Corp Australia

Michael Stelzer Verint

Michael Stelzer

Vice President Australia and New Zealand, Verint

Sharon Melamed matchboard

Sharon Melamed

Managing Director, Matchboard

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Benchmarking Ensures That You Stay Ahead!

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Visionary Case Studies
 
Future Contact Centres Summit is all about the practical balanced with the aspirational. While our sessions focus on where contact centres are headed over the next 5 years, we have concentrated equally on how to strategise and begin to implement the next steps in moving your contact centre into the future with details of each organisation’s journey and customer contact roadmap.
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Rotating Roundtables
 
This is your chance to really design your morning based on what you want to explore and discuss.
In two rotations, these sessions allow you to delve into your choice of eight particular table topics and explore further with other industry leaders your collective challenges and solutions, while also benchmarking against other organisations.
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CDAO New Zealand Networking 7
 
Ample Engagement Opportunities
 
Often the collective knowledge of the room is greater than just that on stage so we have designed our Future Contact Centres conference agenda around how you can get the absolute most out off the two days away from the office with various interaction opportunities including panels to ask those burning questions, speed networking, roundtables and plenty of time for Q&A.
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Who Will Attend?

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Head/GM of:
 
Contact Centre
Customer Contact
Customer Operations
Customer Care
Customer Strategy
Customer Service
Customer Experience
Customer Engagement
Workforce Optimisation
Service Delivery
Direct Service
Service Centre
Member Services/Engagement
Digital
Omni-Channel
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2019 Key Themes

TECH INVESTMENT & ROI:
Embedding the technology best aligned with your customers’ needs for maximum ROI and impact

SPEED & ACCURACY OF RESOLUTIONS:
Integrating technology and reengineering processes to link all contact channels and enhance customer outcomes

INTEGRATING PEOPLE & TECH:
Navigating the opportunities of new technology with the value of your existing team

FUTURE PROOFING YOUR CONTACT CENTRE:
Understanding how to invest now for the needs of the future customer 
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What people are saying about our other events...

  • "found the event really valuable. There was a great range of speakers sharing very actionable insights. I would definitely recommend attending."

    Campbell Wright, General Manager Contact Centre, ANZ

  • "Superb conference, relevant and accessible content and a great sense of community."

    Emma Powell , Chief Customer Officer (acting), ACC

  • "Amazing conference to get an understanding of what is happening in the CX space"

    Adrian Marr, Head of Customer Centricity, Laminex Australia

  • "a great opportunity to hear from the best, learn and interact with other CX professionals and meet with vendors"

    Karen Clydesdale , Head of Customer Experience, Tennis Australia

Our Supporting Partner

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Request the 2019 Sponsorship Prospectus

Don't wait to Register!

Future Contact Centres conference is the best quality,  yet most affordable event on the calendar to get inspired and make new contacts with the people that can help you drive your strategic projects forward. It's also a lot of fun so don't miss out - Register Today!
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