• 24 Feb, 2026

    Contact Centre Summit NSW 2026

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    The Fullerton Hotel Sydney

    • Connecting contact centre leaders to discuss customer experience, workforce optimisation, and cutting-edge technology trends shaping the future of contact centres.

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    Driving next-level customer service through contact centre innovation.

    The Contact Centre Summit will bring together senior contact centre leaders to discuss enhancing customer service standards in line with evolving customer and employee needs.

    With consumer needs and expectations constantly evolving, organisations are under pressure to adapt and improve their customer operations. New and emerging technology provides the opportunity to make the contact centre a key touchpoint in the customer journey.    

    Join us for strategic discussions on leveraging contact centre technology to create seamless customer interactions, driving internal efficiencies, and aligning customer and employee experiences for an overall positive contact centre environment. This customer experience summit brings together CX leaders from across Australia.  

    Meet our Speakers

    Barry Connelly

    Head of Operations – Guest Contact Centres

    Barry Connelly speaking at Contact Centre Summit NSW 2026
    Corrine Henville

    General Manager – Member Services

    Corrine Henville speaking at Contact Centre Summit NSW 2026
    Jay Tutt

    Head of Customer Service & Operations

    Jay Tutt speaking at Contact Centre Summit NSW 2026
    Gabrijela Juel

    Director of Customer Solutions & Customer Experience

    Gabrijela Juel speaking at Contact Centre Summit NSW 2026
    Matthew Wormald

    Chief Superintendent – Operational Communications

    Matthew Wormald speaking at Contact Centre Summit NSW 2026
    Jessica Burgoyne

    Head of Customer Contact Centre

    Jessica Burgoyne speaking at Contact Centre Summit NSW 2026
    Craig Titherington

    Head of Customer Experience

    Craig Titherington speaking at Contact Centre Summit NSW 2026
    Daniel Peacock

    Head of Customer Contact

    Daniel Peacock speaking at Contact Centre Summit NSW 2026

    Featured Topics for the Day

    Enhancing agent efficiency and customer experience.
    Diversifying and optimising support channels.
    Driving results through employee experience and culture.
    Analysing data and feedback for continuous service improvement.

    Who Should Attend the Contact Centre Summit NSW 2026

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    Head of Contact Centre

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    Head of Customer Care

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    Head of Customer Experience

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    Head of Customer Service

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    Head of Service Management

    Our Partners

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    Registration & Refreshments

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    Welcome Remarks

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    Attendee Spotlight
    Contact Centre Bingo – Connect with your Peers by finding those who match unique contact centre experiences.

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    Panel Discussion
    Shaping Tomorrow’s Contact Centres: Enhancing Agent Efficiency & Customer Experience

    • Adopting future-ready operating models that elevate outcomes for customers, employees, and organisations

    • Empowering contact centre staff to better support customers

    • Balancing self-service with human connection for increased efficiency and reduced friction

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    Barry Connelly
    Jasmyne Munro
    Corrine Henville

    Presentation
    The Human Element in an AI-driven Contact Centre

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    Speed Networking

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    Morning Tea & Networking

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    Interactive Scenario
    Equipping Teams to Deal with Challenging Customer Interactions

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    Panel Discussion
    Listening, Learning, Improving: Diversifying Channels to Power Better Customer Support

    • Aligning service delivery with diverse preferences in how customers access support

    • Ensuring consistent customer experiences across internal and outsourced support channels

    • Unifying customer data to accelerate resolution and improve cross-channel continuity

    • Analysing metrics and customer feedback for continuous service improvement

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    Craig Titherington
    Gabrijela Juel
    Jay Tutt
    Aaron Farrell

    Presentation
    Breaking Down Silos to Create Seamless, Omnichannel Customer Interactions

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    Lunch & Networking

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    Interactive Workshops

    • Self-service vs human connection: Finding the right balance

    • Leveraging AI and automation for simplified workflows and next level customer support

    • Designing effective staff training programmes for enhanced customer interactions and compliance

    • Maintaining quality across in-house and outsourced contact centre channels

    • Enhancing collaboration for improved employee experience and issue resolution

    • Connecting customer pathways for faster omnichannel solutions

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    Panel Discussion
    Enhancing Employee Experiences: Building Resilience & Driving Results through Leadership & Culture

    • Effective leadership to support in-person, hybrid and remote team members dealing with challenging customer interactions and mental burn-out

    • Managing performance and identifying training gaps to build productive and engaged teams

    • Upskilling teams to enhance job satisfaction and drive a shift from reactive support to proactive engagement

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    Jessica Burgoyne
    Daniel Peacock
    Matthew Wormald

    Case Study
    Rethinking Customer Engagement Strategies through Data Analysis

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    Afternoon Tea & Networking

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    Closing Keynote
    Beyond The Script: Building Psychological Safety & Trust in High-Stakes Conversations

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    Closing Remarks

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    Networking Drinks

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