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Modernising Customer Engagement


The 2019 Future Contact Centres conference is all about the new and future Contact Centre. With customers demanding a faster and more efficient level of service, the entire contact function has been uprooted to deliver a more diverse and engaging experience, while also improving convenience and the speed at which customer queries are resolved.
Using the Contact Centre as an anchor, leading organisations are delving into diversified channels, a new criteria for talent, customer data, AI and other emerging technology to up their game in customer service. 
That's where we come in. Our Customer Contact conference agenda has been created around how the best in class are achieving all of the above, and integrating people with technology to exceed expectations!

30+ Speakers

120+ Attendees

New Contacts Guaranteed


Meet Our 2019 Speakers

Raj Chaudri

Raj Chaudhuri

Director, Global Servicing Network, American Express

Harpreet Singh

Harpreet Singh Ghai

Consumer Relations Director, GSK

moses thagasamy

Moses Thagasamy

Director Customer Strategy, IAG

chris barnes

Chris Barnes

Head of Consumer Service, National Australia Bank

nigel hawtin

Nigel Hawtin

Head of Short Tail Claims Delivery and Performance, QBE Insurance

michelle shiers

Michelle Shiers

Complex Customer Care Lead, Telstra

sam youssif

Sam Youssif

Director, Digital Customer Experience, Schneider Electric

renzo urza

Renzo Urzua

Global Contact Centre Management Trainer, MasterCard

luke jamieson

Luke Jamieson

Head of Service Centre, First State Super

mareena corbett

Mareena Corbett

Manager, Customer Contact Centre, Yarra Valley Water

russell murphy

Russell Murphy

Contact Centre Performance & Improvement Manager, Service NSW

lucas karchivinsky

Lucas Karchinsky

Executive Manager Business Solutions & Contact Centre Operations, LifeFlight

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

samantha watson

Samantha Watson

ANZ Healthcare Customer Support and Service Lead, GE Healthcare

bronwyn dodd-1

Bronwyn Dodd

Customer Support Centre Manager, Coates Hire

jasmine calleja

Jasmine Calleja

Principal, Customer Connections, IAG

roy hazelwood

Roy Hazelwood

Manager, Customer Contact Centre, Anglicare

kerrie meyer

Kerrie Meyer

NSW Contact Centre Manager, 13 Cabs

david Daley

David Daley

General Manager. Member Engagement, ESSSuper

chris douglas

Chris Douglas

Director of Member Services, Pacific, Accor Plus

ana artordio

Ana Atordido

Contact Centre Manager, Urbanest

lauren reid

Lauren Reid

Head of Direct Service, MLC Life Insurance

View Speakers

Benchmarking Ensures That You Stay Ahead!

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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CCO NZ 2018 Conference IMG_1049
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?

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

2019 Key Themes

Embedding the technology best aligned with your customers’ needs for maximum ROI and impact

Integrating technology and reengineering processes to link all contact channels and enhance customer outcomes

Navigating the opportunities of new technology with the value of your existing team

Understanding how to invest now for the needs of the future customer 
View Agenda

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

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!