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Call centre leaders realize that the time has come to deliver real measurable value to the enterprise.

2019 will be a critical year for call centre customer experience strategy - contact centre leaders know they must deliver CX excellence or eliminate risk.

To deliver value in 2019, call centre leaders must select a CX initiative that can immediately demonstrate ROI.

Attend CCW ANZ Online to discover how to improve your call centre customer experience strategy for 2019.

Contact Centre Week ANZ Online has been specifically designed to assist you to deliver a killer CX strategy.

The event is complimentary, online and also available on-demand, enabling delegates to learn from contact centre experts from the comfort and convenience of their own office.

Data & analytics resource centre

What is Contact Centre Week ANZ?

27 - 29 May 2019 | Online | Free To Attend

Contact Centre Week ANZ LIVE 2019

4 days of thought leading sessions on customer insight, data & analytics. 

Day 1: Mon 27 May 2019

14:00-14:45 SYD

11:00-11:45 SYD

Contact Centres for the Mobile Phone Generation

13:30-14:15 SYD

Exploring Service In The Experience Economy To Boost Your Customer Offering
Alex Patison, Master Principal Sales Consultant, CX, Oracle

Contact Centre Foundations for the Digital Age: The Benefits of Going Back To Basics
Megan Papadopoulos, Head of Consumer Connection, Bendigo and Adelaide Bank 

10:00-10:45 SYD

Designing A Learning And Development Coaching Strategy For Customer Service Bots
Emily Bayford, Contact Centre Channel Manager, Australian Super

Developing Contact Centre Talent Towards Being A “One-Stop-Shop”

10:00-10:45 SYD

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Our Sponsors

15:00-15:45 SYD

Winning at Customer Engagement: Providing a Holistic Omnichannel Customer Experience 
Sreelesh Pillai, General Manager ANZ, Freshworks

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Exclusive Interview:  Expert Tips and Tricks for Seamlessly Transitioning Customers To New Channels
Jez Louise, Head of Support, JobAdder
Kellie Hackney, Sales Manager, Australia, Zendesk

11:00-11:45 SYD

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15:00-15:45 SYD

When AI and Automation Collide with the Power of the Human Touch

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Fostering Customer Loyalty: How Your Agent Experience Equals Business Success

10:00-10:45 SYD

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Sharron Botica, Chief Customer Officer & Travis Higgins, Senior Manager Contact Centre, 
Sovereign Insurance      

About meAbout meAbout me

Fausto Marasco, Executive Director, Premier Technologies

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A 3-day online event to Empower Smarter, Competitive Contact Centres with Essential CX Strategies

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Why attend Contact Centre Week ANZ?

Sessions will dive deep into the most crucial topics including:

  • Effective Strategies for Coaching and Supervising Bots 
  • Implementation and Scaling of AI and General Automation Tools
  • Using AI to Identify Opportunities for Up-Selling and Cross-Selling Products
  • Focus On User Experience Design: Improving Your Self-Service Offering
  • Contact-Centre Talent: Realising The Benefits of Going “Back-to-Basics” 
  • Latest Trends in Fraud/ Data-Security
  • Speech Analytics/ Predicting Customer Behaviour 
  • Ensuring Customer Experience Excellence by Driving Employee Experience

How do I join the online conference?
Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.  

How much does it cost to attend?
The online event is completely free to attend. 

Where is it located?
This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet.  Audio and presentation viewing is accessed through an internet connection.

Can I access the slides post-event?
All presentations will be available after the conference via the on-demand recording link. When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.

Presented By


Our Expert Speakers


Day 2: Tues 28 May 2019

Day 3: Wed 29 May 2019

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About meWhy Attend?AgendaRegister NowAbout me

Fausto Marasco 
Executive Director
Premier Technologies 

Sharron Botica 
Chief Customer Officer,
Soverign Insurance

Sreelesh Pillai, 
General Manager ANZ, Freshworks

Emily Bayford
Contact Centre Channel Manager, Australian Super

Travis Higgins 
Senior Manager Contact Centre, Sovereign 

Megan Papadopoulos, 
Head of Consumer Connection, 
Bendigo &  Adelaide Bank

Alex Patison, 
Master Principal Sales Consultant, CX

About me

Paula Gill, Sales Enablement Manager, 8x8 

Paula Gill, 
Sales Enablement Manager, 

About me

James Walford, Global Innovation Lead, Digital Service & Automation, Genesys

James Walford, 
Global Innovation Lead, Digital Service & Automation, 

Jez Louise
Head of Support

Kellie Hackney
Sales Manager, Australia