The Contact Centre Summit VIC 2026 brings together CX and service leaders to discuss AI, automation, and the future of contact centre operations.
Delegates
Speakers
Sessions
Keeping up with rapid tech advances that will redefine customer engagement and service expectations
This summit will bring together senior contact centre leaders to discuss how we can better design customer journeys through the use of advanced technology to provide better outcomes.
Customer expectations are rising and contact centre leaders are under pressure to deliver fast, efficient and empathetic experiences while maintaining performance. The Contact Centre Summit VIC 2026 brings together senior contact centre and customer service leaders to focus on what is truly driving impact in today’s environment.
This event explores how organisations are turning AI, data and behavioural insights into practical outcomes. From improving customer journeys and agent performance to moving from reactive to proactive service models, the conversation has been carefully curated to address real operational challenges.
Attendees will gain actionable insights into contact centre operation strategy, customer behaviour and decision making under pressure. Join your peers to exchange ideas, benchmark your approach and walk away with clear strategies to elevate your contact centre performance.
Meet our Speakers
Head of Fraud Assist
Director & Co-founder BehaviourWorks
Chief Customer Officer
Head of Contact Centre
General Manager Health Concierge,
Head of Operation Services & Optimisation
Featured Topics for the Day
View Agenda
8:30 am
Registration & Refreshments
9:00 am
Welcome Remarks
9:10 am
Attendee Spotlight
Contact Centre Bingo: Connect with your peers by finding those who match unique contact centre experiences.
9:40 am
Panel Discussion
Designing Customer Journeys through Choice Architecture for Better Outcomes
Designing end-to-end journeys grounded in real customer needs and behaviours
Identifying where automation genuinely enhances outcomes (and where it doesn’t)
Leveraging customer feedback and behavioural data to continuously optimise journeys
Defining the moments that matter most and where human interaction remains critical alongside AI
Ben White, Bank Australia
Tash Gawne, Globirds
10:20 am
Presentation
Embedding Cybersecurity Across Local Government to Build Trust and Resilience
10:40 am
Morning Tea & Networking
11:10 am
Interactive Scenario
Employee Recruitment, Attrition & Retention: Experiencing the impact of workforce decisions, from hire to retire
Patrick Vardhan, MYOB
11:40 am
Panel Discussion
Turning Insights into Strategy to Improve Customer & Agent Outcomes
Deciding what insights actually matter for improving first call resolution, agent efficiency & CX
Connecting & configuring siloed performance intelligence across channels
Communicating with data teams to find trends
Translating hidden patterns into decisions that impact CX & agent performance
Ben Abrew, AGL
Kevin Watts, Australian Unity
12:20 pm
Presentation
Connection-focused CX to unify teams, resolve issues faster and improve customer loyalty
12:40 pm
Lunch & Networking
1:30 pm
Interactive Workshops
Balancing speed, efficiency & empathy in every customer interaction
Breaking down internal silos to improve decision-making and operational agility
Measuring the real ROI of AI in contact centres
Anticipating future customer expectations & preparing teams to adapt quickly
Leading through change while maintaining morale, engagement & performance
Creating a seamless omni channel experience with the customer in mind
2:10 pm
Fireside Chat
Customer Behaviour Psychology: Understanding the Mind of the Consumer
Exploring the cognitive & emotional drivers behind customer decisions
Understanding what customers notice, ignore & react to in every interaction
Turning behavioural insights into better CX
Liam Smith, Monash University
2:40 pm
Presentation
Transforming from reactive to proactive service to reduce cost to serve & boost customer satisfaction
3:00 pm
Afternoon Tea & Networking
3:20 pm
Keynote
Overcoming Catastrophe in Contract Centres - From Chaos to Reflection
Practical lessons contact centres who have experienced fraud in real time
Decision-making under pressure and crisis leadership
Balancing operational recovery with customer trust and experience
Laura Collins, NAB
