Where Technology and Human Connection Create Exceptional Service
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Where Technology and Human Connection Create Exceptional Service
Customer expectations are changing faster than ever, driven by new technologies, greater choice and rising demand for experiences that are effortless, personalised and human. Contact centres are moving beyond their traditional role as cost centres to become strategic drivers of customer relationships, loyalty and organisational value. Success now depends on understanding what customers truly need, designing journeys around genuine choice and balancing operational efficiency with the human moments that matter most.
The Contact Centre Summit NSW explores how organisations can prepare their people, processes and service models for the next generation of customer experience. Discussions will examine the rise of AI agents, the design of effective AI-to-human handovers and the changing role of frontline teams as interactions become increasingly complex and emotional. Attendees will also learn the cognitive and emotional drivers behind customer decisions, helping leaders translate behavioural insight into experiences that genuinely connect.
Together, these discussions will help contact centre leaders create future-ready operations that combine intelligent technology, empowered people and a deeper understanding of customer behaviour to deliver experiences that are more trusted, inclusive and valuable for both customers and organisations.
Meet our Speakers
Head of Customer Care
Productivity & Process Discovery Lead | Productivity Centre of Excellence
Head of Contact Centre
Head of Customer Loyalty
Director of Member Experience
Senior Engineering Manager - AI, Automation & Contact Centre Technology
Head of Nationwide Services
Featured Topics for the Day
View Agenda
8:30 am
Registration & Refreshments
9:00 am
Welcome Remarks
9:10 am
Attendee Spotlight
Customer Service Confessions: The good, the bad, the ugly!
9:40 am
What Does Exceptional Customer Service Look Like in the Next Decade?
Customer expectations are shifting fast - how is customer service keeping pace?
How contact centres are evolving from a cost centre into a strategic driver of customer relationships
Designing customer journeys through real choice, not forced paths
Balancing ROI with the human moments that actually build customer loyalty
Giles Cooper
Head of Customer Loyalty
IAG
Robbie Dickenson
Head of Customer Care
Dyson
Kim Magee
Head of Contact Centre
HSBC
10:20 am
From AI Hype to Operational Impact: What Call Centres are Getting Wrong (and Right) About Agentic AI
10:40 am
Morning Tea & Networking
11:10 am
Interactive Scenario
Building a More Resilient Contact Centre Workforce
An interactive workshop exploring how contact centres can better support their people through rising customer expectations, constant change and emotionally demanding work. Participants will share what’s working, where teams are feeling the strain, and the practical changes that could help people thrive over the long term.
Wendy Duff
Head of Nationwide Services
54reasons
11:40 am
Building the Agentic Workforce: Re-Engineering People, Processes & Structure
Redesigning the AI to human handoff, deciding when agents step in and why
Building the coaching and development capability today's leaders need to grow human agents alongside AI
What ‘great’ looks like for agents handling increasingly complex & emotional situations
Building retention structures that match the investment in human agent development
Silvia Gomez Dominguez
Head of MarTech & Customer Orchestration
ING
Chris Douglas
Director of Member Experience
Accor Plus
David Robotham
Productivity & Process Discovery Lead | Productivity Centre of Excellence
Allianz
Jonathan Jayanthakumar
Senior Engineering Manager - AI, Automation & Contact Centre Technology
Woolworths
12:20 pm
Employee Recruitment, Attrition & Retention: Experiencing the impact of workforce decisions
12:40 pm
Lunch & Networking
1:20 pm
Interactive Workshops
Balancing speed, efficiency & empathy in every customer
interactionBreaking down internal silos to improve decision-making and
operational agilityMeasuring the real ROI of AI in contact centres
Anticipating future customer expectations & preparing teams
to adapt quicklyLeading through change while maintaining morale,
engagement & performanceCreating a seamless omni channel experience with the
customer in mind
2:10 pm
Decoding the Psychology of the Customer Brain & What Really Drives Every Decision
Exploring the cognitive & emotional drivers behind customer decisions
What customers notice, ignore & react to in every interaction
Turning behavioural insight into contact centre experiences that actually land
Tahlia Bell
Head of Contact Centre
Flight Centre
