Contact Centre Summit VIC 2026

• 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

As organisations accelerate AI adoption, many begin by asking what AI should be allowed to say, do, or access. But these are guardrail questions, not the first questions.

This session explores why AI ethics should be viewed as the blueprint for AI adoption rather than simply a governance or compliance exercise. Through the lens of customer experience and contact centres, we'll examine how ethical principles shape Responsible AI, influence organisational behaviour and help determine where human judgement should remain part of the process.

Attendees will leave with a new perspective on Responsible AI, one that starts with ethics before guardrails, and recognises that designing AI responsibly is also about intentionally designing the role humans continue to play.

• 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

Too often, customer conversations end without resolution, context is lost between channels and agents juggle disconnected tools. In this session, see how you can helps your contact centre move beyond automation to genuinely complete customer journeys, from first interaction to full resolution.

You will learn:

• How an unified agent experience reduces handle times and eliminate silos

• Turning every customer conversation into actionable insights that guide CX optimisation

• Real-world examples and practical advice to transform your CX operations today

• Who Can You Trust? Securing the Autonomous Enterprise

• Serving Australia’s Multicultural Communities: The Critical Role of Language Services in Customer Experience

• Uncovering the Real Customer Problems Behind the Metrics

• Reimagining Employee Coaching for the Modern Contact Centre

• Delivering Accessible, Well Governed & Trusted Information through AI Powered Knowledge Management

• Exploring the cognitive & emotional drivers behind customer decisions

• Understanding what customers notice, ignore & react to in every interaction

• Turning behavioural insights into better CX

Legacy technology is trapping contact centres in a viscous cycle: siloed data, rising costs, and agent burnout. The time is now to break the legacy lock-in.

Join this session to explore how the six components of an agentic contact centre can meet rising customer expectations head-on. We discover, how to move from reactive volume management to proactive value generation, what the transition to an agentic contact centre actually requires and how to redesign your team and technology for what comes next.

• 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