28 February - 01 March, 2019 | The STAR Gold Coast, Queensland, QLD

Conference Day Two: Friday, 1 March 2019

8:00 am - 8:45 am COFFEE AND REGISTRATION

8:45 am - 9:00 am Conference opening from IQPC and Chairperson with Poll Questions from the App

Russell Murphy - Contact Centre Performance & Improvement Manager, Service NSW
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Russell Murphy

Contact Centre Performance & Improvement Manager
Service NSW

9:00 am - 9:30 am IInternational Keynote Case Study: Deploying Automation at Marina Bay Sands to Improve and Shift Focuses on Customer Contact

Jeremy Tan - Director, Call Centre Operations, Marina Bay Sands
Operating a 24/7 contact centre has meant that over the last year, Marina Bay Sands has embarked on a digital transformation journey to embed more AI and RPA functions while still complimenting current functions and staff capabilities. Such automated functions has not only allowed for minimised entry errors, but has meant that the organisation can now focus on fronting customer interactions and activities for enhanced customer services. As a key speaker for CCW Asia and finalist for the Best Contact Centre Culture in 2018 at CCW Las Vegas, Jeremy will share the key strategies for successfully marrying RPA and contact centre agents within your organisation.

  • Learn and hear insights on implementing RPA in contact centres and the utilisation progress with call agents
  • Training agents on building internal capability to optimise technology usage
  • Getting the right mix on agent support and smart automation to uphold the right culture and productivity levels within your contact centre
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Jeremy Tan

Director, Call Centre Operations
Marina Bay Sands

9:30 am - 10:00 am Thought Leadership Session from 8x8

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Senior Representative

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10:10 am - 10:30 am CASE STUDY: Implementing Behaviour Based Coaching to Create Super Agents for Multiple Channels and Service Excellence at ANZ

Sarina Pratley - General Manager, NZ Contact Centres, ANZ
For the ANZ NZ Contact Centres, Sarina is responsible for managing 850+ staff. As the organisation continues to grow in customer centric service delivery, upholding brand excellence and embracing the evolution of social media customer contact and chat functions, the success of these lies in a new approach the organisation has towards coaching and training their agents. It is based on behaviours, not numbers, and supporting to inspire by changing the way leaders communicate. To be able to multiskill and create ‘super agents’, Sarina will draw on the initiatives within the ANZ NZ Contact Centre, exploring:

  • How to shift mindsets internally to remove negativity about new customer contact channels: Getting staff to embrace social and digital channels to uphold customer service standards
  • Aligning your staff to future visions, goals and purposes to engage them with reskilling and multiskilling to adopt to multiple channels
  • Tapping into new support strategies your agents need to engage in new ways with customers: Why behaviour-based coaching is essential to meet the needs of your staff, and in turn meet the needs of customers
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Sarina Pratley

General Manager, NZ Contact Centres
ANZ

10:30 am - 11:00 am Thought Leadership Session

11:00 am - 11:30 am COFFEE AND NETWORKING BREAK

INTERACTIVE DISCUSSION GROUPS (IDGs)

Back by popular demand – you will you hear peerto- peer led case studies and best practice; you will also receive focused thought leadership and insight into the future of the contact centre industry in Australia. How will the IDGs run?

  • The entire audience will break up and choose IDGs based on which topics are most relevant and interesting to them.
  • Each IDG is set in a roundtable format and will be facilitated by a senior thought leader in the space.
  • Each delegate will have the opportunity to select 3 topics and will rotate between their choices every 20 minutes.
  • Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.

ROUND ONE 11:35 – 11:55
ROUND TWO 12:00 – 12:20
ROUND THREE 12:25 – 12:45

TABLES 1 - 5

TABLE ONE

11:30 am - 12:45 pm ESTABLISHING BRAND AND SERVICE CONSISTENCY
Ana Atordido - Contact Centre Manager, Urbanest
Keeping staff and services on top of understanding your business values to impact customer service excellence
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Ana Atordido

Contact Centre Manager
Urbanest

TABLE TWO

11:30 am - 12:45 pm BUILDING CAREER PATHS TO INCREASE RETENTION
Michele Olivier - Head of Customer Service, Princess Cruises
Developing and delivering training that tangibly improves quality assurance
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Michele Olivier

Head of Customer Service
Princess Cruises

TABLE THREE

11:30 am - 12:45 pm RECRUITING AND ENRICHING THE MILLENNIAL WORKFORCE
Deanne Martin - Head of Customer Service, SEEK
SEEK have established their ‘Rockstar Recruitment’ strategy as a means to engage the new, millennial workforce and better set them up for success in the customer service industry. Hear about this detailed process and why SEEK prides themselves on having 100% accuracy in getting the right people in these roles.
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Deanne Martin

Head of Customer Service
SEEK

TABLE FOUR

11:30 am - 12:45 pm PREDICTING CUSTOMER BEHAVIOUR TO ENHANCE CUSTOMER LOYALTY
Kristy Canning - Head of Contact Centre & Retail Network, NIB Health Funds
This session will touch on key initiatives at NIB to drive increased CX and loyalty, resulting also in a reduction of lapse. Hear about exceeding expectations through onboarding, rebranding your organisational focus and trialling self-service initiatives.
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Kristy Canning

Head of Contact Centre & Retail Network
NIB Health Funds

TABLE FIVE

11:30 am - 12:45 pm CUSTOMER GROWTH AND TRUST THROUGH MARKETING, SALES AND CX COLLABORATION
Glenn Jenkins - Manager, Member Experience, Mercy Super
Customer contact isn’t just the responsibility of contact centre agents of CX. This session will explore how to establish meaningful customer interactions and engagement by investing in collaborative strategies between your customer contact teams, from CX, marketing and sales.
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Glenn Jenkins

Manager, Member Experience
Mercy Super

TABLES 6 - 10

TABLE SIX

11:30 am - 12:45 pm IMPLEMENTING AGILE
Sandy McIntosh - General Manager, Member Service Delivery, RACV
Creating a fluid, flexible workplace that is adaptable to change
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Sandy McIntosh

General Manager, Member Service Delivery
RACV

TABLE SEVEN

11:30 am - 12:45 pm CREATING CHANGE CHAMPIONS
Bronwyn Dodd - Contact Centre Manager, Feros Care
Encouraging natural leaders to embrace change in the workplace and how this influences the whole team to embrace it too
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Bronwyn Dodd

Contact Centre Manager
Feros Care

To avoid burnout, this session will explore how to maintain high morale and manage workplace absenteeism through mixing up the work environment and creating support systems to deal with low morale.
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Milijana Vukolic

Acting Manager, Customer Contact Centre
Queensland Building and Construction Commission

TABLE NINE

11:30 am - 12:45 pm IMPROVING OPEX THROUGH CX
Matt Penman - Senior Manager, Auto & General Australia
Maintaining operational excellence by streamlining customer contact processes to improve speed and personalisation across different channels
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Matt Penman

Senior Manager
Auto & General Australia

TABLE TEN

11:30 am - 12:45 pm LEVERAGING SOCIAL MEDIA INTERACTIONS
Sarina Pratley - General Manager, NZ Contact Centres, ANZ
New ways of engaging digital savvy customers by stepping up from traditional based contact to conversational customer contact
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Sarina Pratley

General Manager, NZ Contact Centres
ANZ

TABLES 11 - 13

As more organisations try to keep up with the next-generation of customer service, omnichannel continues to be a key transformation strategy to enable this. This session will explore Omnichannel 101, referencing the detailed process at Australia Post and why omnichannel is an ongoing transformation to get customers and staff to embrace the new digital and self-service options available.
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Andrea Hodson

National Senior Manager, Business Customer Contact Channels
Australia Post

TABLE TWELVE

11:30 am - 12:45 pm TRANSFORMING UX THROUGH CUSTOMER SELF-SERVICE
Emily Bayford - Senior Manager, Contact Centres, Australian Super
Optimising engagement through the customer journey across multiple channels seamlessly.
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Emily Bayford

Senior Manager, Contact Centres
Australian Super

TABLE THIRTEEN

11:30 am - 12:45 pm MANAGING TONE IN RESPONSES AND CREATING EMPATHY WITH CUSTOMERS
Helen Crossan - Head of BT Contact Centres, BT Financial
From telephony to webchat, it’s important to determine the right responses across all channels that allow consistency in tone but also allow your agents to be empathetic and relate to customer needs. This session will explore ways to train your team to have better conversational skills, manage their tone and create empathy across all responses.
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Helen Crossan

Head of BT Contact Centres
BT Financial

12:45 pm - 1:45 pm LUNCH AND NETWORKING BREAK

CUSTOMER CENTRICITY - Stream D: Understanding and Meeting the Needs of the Customer Through Data Analytics

1:45 pm - 1:50 pm Opening Speech by Stream Chair:
Russell Murphy - Contact Centre Performance & Improvement Manager, Service NSW
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Russell Murphy

Contact Centre Performance & Improvement Manager
Service NSW

CUSTOMER CENTRICITY - Stream D: Understanding and Meeting the Needs of the Customer Through Data Analytics

1:50 pm - 2:20 pm Case Study: Where Customer Experience Design Meets Digital Strategy: Minimising Customer Attrition and Increasing Retention at Neds.com.au
Christian Bowman - General Manager, CX and Engagement, neds.com.au
Neds.com.au has established themselves as a digital first company. While they are 100% digital, the organisation operates two contact centres to manage in-person conversations. The organisation is currently delivering a comprehensive onboarding program for both digital and call centre channels to retain new customers, and this is established through the collaborative approach between CX, strategy and the marketing team. Christian will explore their initiatives and delve into the importance of data to attract, retain and meet the needs of new customers.

  • Live communication and SMS: How digital transformation intersects customer centricity
  • It’s all about the data: Surveying clients in the first few weeks through NPS and following up with feedback
  • Getting teams to work together: Empowering outbound and inbound staff to retain and attract new customers collectively
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Christian Bowman

General Manager, CX and Engagement
neds.com.au

CUSTOMER CENTRICITY - Stream D: Understanding and Meeting the Needs of the Customer Through Data Analytics

2:20 pm - 2:50 pm Thought Leadership Session

CUSTOMER CENTRICITY - Stream D: Understanding and Meeting the Needs of the Customer Through Data Analytics

2:50 pm - 3:20 pm Case Study: Building an ‘Outside-In’ Customer Contact Model at Booktopia to Increase Responsiveness
Alex Huntley - Head of Customer Experience, Booktopia
Over the past two years, Booktopia have undergone a continuous transformation journey that changes their perspectives from an ‘inside-out’ approach to an ‘outside-in’ approach. The deployment of their live chat function has accounted for one-third of all customer interactions, and currently the organisation is working towards decentralising its help centre to better anticipate and intercept when problems arise. This creates a platform for enhanced responsiveness to customer needs.

  • Utilising actionable insight and analysing user journeys to understand customer intent, anticipate their needs and deliver help that enables customer success
  • The building blocks for a service culture: enabling and empowering change-agents, nurturing continuous improvement practices in the real world and curating a people-culture to deliver positive customer outcomes
  • Looking ahead at Chatbots: Utilising chatbots as an enabler for 24/7 customer contact to elevate responsiveness and service
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Alex Huntley

Head of Customer Experience
Booktopia

CUSTOMER CENTRICITY - Stream D: Understanding and Meeting the Needs of the Customer Through Data Analytics

3:20 pm - 3:50 pm Case Study: Western Power’s CRM Approach to Understand their Customer Base and Build Contact with Community
Tamara Brooker - Executive Manager, Business and Customer Service, Western Power
Western Power has been delivering energy safely, reliably and efficiently for more than 70 years to residents and businesses across Western Australia. Despite being a state government owned corporation, with the rapidly changing landscape and customer energy needs evolving, Western Power continues to strive to keep their customer connected every step of the way. With this in mind, the organisation has undergone a process to implementing a new CRM which will help the contact centre and other customer contact points to move with the customer in their changing energy future.

  • Breaking down legacy systems and processes: Insights into Western Power’s journey to upgrading and implementing a new customer management system and how they overcame barriers
  • Understanding customer contact points and the benefits for the customer to leverage better interactions and relationships for the future
  • Observing and analysing the customer’s approach with agents to provide focus and clarity on customer journey mapping and where to move forward digitally in the future
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Tamara Brooker

Executive Manager, Business and Customer Service
Western Power

TECHNOLOGY INNOVATION - Stream E: Driving Speed and Efficiency through Technology and Digital Strategy

1:45 pm - 1:50 pm Opening Speech by Stream Chair:
Jean-Pierre Doherty Bigara - Queensland Customer Care Manager, TNT Australia
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Jean-Pierre Doherty Bigara

Queensland Customer Care Manager
TNT Australia

TECHNOLOGY INNOVATION - Stream E: Driving Speed and Efficiency through Technology and Digital Strategy

1:50 pm - 2:20 pm Case Study: Focusing on Call Centre Basics to Achieve Improved Service Delivery and Efficiency: Bendigo and Adelaide Bank’s Transformation Journey
Megan Papadopoulos - Head of Call Connection, Bendigo and Adelaide Bank
Heading up roughly 200 FTEs across three Bendigo and Adelaide Bank contact centres, the team has radically improved their service levels through a focus on contact centre basics. Now they are moving to the next phase of improvement; exploring the technology and innovations to bring about further uplift service delivery, including RPA, Big Data through AI and Voice Analytics. This session will explore the results from the program and the importance of getting a grip on contact centre basics in order to achieve success in integrating more complex services.

  • Understanding the business better through voice and tech analytics as a next step to serving customers efficiently
  • Delivering service delivery success through the integration of operational excellence, BPM and RPA how this can create a meaningful customer journey
  • Automating low value and non-value tasks to remove staff culture siloes and invest in driving better customer relationships
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Megan Papadopoulos

Head of Call Connection
Bendigo and Adelaide Bank

TECHNOLOGY INNOVATION - Stream E: Driving Speed and Efficiency through Technology and Digital Strategy

2:20 pm - 2:50 pm Thought Leadership Session

TECHNOLOGY INNOVATION - Stream E: Driving Speed and Efficiency through Technology and Digital Strategy

2:50 pm - 3:20 pm Case Study: Digital Adoption at Spark NZ: Driving Customers to Engage with Digital Tools to Reduce Customer Call Wait Times
Daniel Cooper - Head of Care Transformation and Premium Support, Spark NZ
Over the past 14 months, Spark NZ have embedded a framework and strategy classified as Digital Adoption, and has been designed to encourage confidence in customers to move towards utilising digital tools for contact. In the past 12 months of adopting the approach and teaching customers to use digital tools, and chat functions, call volumes have reduced significantly. This has filtered customer interactions to allow more focus on complex and meaningful conversations over the phone as a support channel, and digital tools to drive speed and efficiency to broader customer enquiries.

  • How Spark NZ gave confidence to customers in utilising digital tools, particularly with those who were unsure of its ability to fix the issue
  • Working with the UX and Marketing Team in the implementation of Chatbots and raising awareness to encourage its use
  • Changing ways of working and KPIs internally to promote digital interaction and breaking down legacy thinking
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Daniel Cooper

Head of Care Transformation and Premium Support
Spark NZ

TECHNOLOGY INNOVATION - Stream E: Driving Speed and Efficiency through Technology and Digital Strategy

3:20 pm - 3:50 pm Case Study: From Costs, to Customer Centricity to Digital Platforms: Laminex’s Journey towards Efficient Customer Contact
Adrian Marr - National Sales Development Manager and Head of Customer Centricity, Laminex
Laminex have experienced changes in focus and investment to drive more efficient customer contact. From firstly looking at cost-efficiency, to embedding a customer centric function to going live with a new digital platform, customers can experience speedy, efficient service without losing that personal, conversational touch from agents. Laminex has worked on developing a new ecommerce platform and website to deliver an omnichannel approach in the future, with webchat functions and proactive service delivery.

  • Proactively move with the customer to resolve queries quickly, efficiently and with the least amount of effort
  • How Laminex has aligned the CX journey with their customer and the digital future to ensure that the process shifts from websites, to webchat to call service are seamless
  • Delivering meaningful customer experience through management of digital customer touchpoints
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Adrian Marr

National Sales Development Manager and Head of Customer Centricity
Laminex

FUTURE WORKFORCE - Stream F: Agent Engagement: Supporting and Empowering a Diverse Workforce to Encourage High Performance

1:45 pm - 1:50 pm Opening Speech by Stream Chair:
Steve Mitchinson - Acting General Manager, Driver and Vehicles Services, Department of Transport WA
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Steve Mitchinson

Acting General Manager, Driver and Vehicles Services
Department of Transport WA

FUTURE WORKFORCE - Stream F: Agent Engagement: Supporting and Empowering a Diverse Workforce to Encourage High Performance

1:50 pm - 2:20 pm Case Study: Gamifying KPIs at First State Super to Encourage Milestones in Agent Performance
Luke Jamieson - Head of Service Centre, First State Super
Traditional KPIs highlight behaviours of people that fit a certain personality. How can leaders maintain high morale of the larger staff section not in the ‘Top Performers’ segment? How can they bring the entire workforce to enjoy healthy competition and continuously develop essential skillsets? What do the KPIs of the future contact centre look like? Addressing these questions and more, Luke shares how he created a sustainable culture at First State Super prioritizing fun as strongly as performance.

  • Updating KPIs and gamifying performance to motivate agents towards achievable milestones and boost morale
  • The process towards gamification: Understanding the change process with executive and frontline staff to create better engagement in the contact centre environment
  • How gamification impacts real time analytics and performance metrics for future training and workforce management
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Luke Jamieson

Head of Service Centre
First State Super

FUTURE WORKFORCE - Stream F: Agent Engagement: Supporting and Empowering a Diverse Workforce to Encourage High Performance

2:20 pm - 2:50 pm Thought Leadership Session

FUTURE WORKFORCE - Stream F: Agent Engagement: Supporting and Empowering a Diverse Workforce to Encourage High Performance

2:50 pm - 3:20 pm Case Study: Building Up Culture and People Support at the Department of Transport WA to Prepare for Customer Service Centre Transformation
Steve Mitchinson - Acting General Manager, Driver and Vehicles Services, Department of Transport WA
The Department of Transport WA is embarking on a transformational project “Single Seamless Access to Transport” that will connect all Transport services onto one service offering and shared platform. This in turn will eventually integrate all contact centres and customer services into one. The success of this transformation isn’t primarily about the technology; first and foremost it is about people - staff and customers. In this session, Steve will discuss how the Department is onboarding, supporting and developing their staff to prepare for the change and how to ensure performance and engagement is maintained throughout the transformation.

  • How do you staff recognise the type of people to hire in transformation projects and how do you enable and empower them to deliver to these new expectations
  • Understanding the process to educate customers and staff to be aware of service changes and encourage the right use of services and transactions
  • The influence of an collaborative culture on knowledge management, strategies and processes
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Steve Mitchinson

Acting General Manager, Driver and Vehicles Services
Department of Transport WA

FUTURE WORKFORCE - Stream F: Agent Engagement: Supporting and Empowering a Diverse Workforce to Encourage High Performance

3:20 pm - 3:50 pm Case Study: Creating a ‘Try Before You Buy’ Approach to Improve Agent Retention, Engagement and Flexible Working at Teachers Mutual Bank
Tim Powell - National Contact Centre and Operations Manager, Teachers Mutual Bank
Over 12 months, Teachers Mutual Bank has delivered a national approach to improve workforce engagement through incentivising flexible working. By shifting their recruitment focus to employ remote workforces, split shifts and casual agents, agents can ‘try’ before committing and therefore create a workplace environment that suits their needs. This approach has helped the organisation to optimise productivity, improve capabilities with a range of customer channels and strategically plan for future workforce needs and changing customer contact roles.

  • Maintaining visibility on productivity of work from home agents through speech analytics and regular meetings with remote staff team leaders
  • How creating split shifts and flexible hours has enabled better training and management of customer interaction on different channels from social media, webchat and telephony services
  • Ensuring remote staff continue to interact with in-office staff through employing chat and video functions, and reward and recognition to encourage once a month visits
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Tim Powell

National Contact Centre and Operations Manager
Teachers Mutual Bank

3:50 pm - 4:20 pm AFTERNOON TEA AND NETWORKING BREAK

4:20 pm - 4:50 pm International Keynote Presentation: Customer Contact in Healthcare: Exploring the Unique Self- Service Transformation, Social Media Adoption and Staff Development in Banner Health’s Customer Contact Centre

Cippy Seidler - Director, Consumer Care Centre Banner Health
Banner Health is one of Arizona’s largest non-profit employers, operating 28 hospitals and several specialised facilities across 6 states. Its Customer Care Centre is a unique, specialised operation, with social media teams, customer care teams and a centralised room service for patient food orders that is responsible for 11 hospitals. Along with its centralised call centre, Banner Health has adopted digital self service tools and social media interaction as a result of changing customer needs for care and service. But as a non-profit service, careful moderation of channels, services and the need for culture change and engagement are necessary to consistently uphold customer service expectations and organisational values, particularly in an age when customer contact is now more public.

  • Customer adoption of self service: Educating, supporting and understanding the why and how to ensure it meets the needs of the customer and the right information is available
  • How to overcome privacy laws with social media interaction: Creating a new model and strategy for how agents respond via social media and ensure organisation reputation is upheld
  • Starting at the root level with supporting staff development and engaging them from the beginning to assist with developing seamless approach and strategic initiative to embrace digital tools
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Cippy Seidler

Director
Consumer Care Centre Banner Health

Transitioning to more self-service opportunities for customers often recognises that change management is needed for both staff and customers, particularly when it comes to ensuring the best user experience and best relationships are formed despite new channels. This session will discuss strategies for your contact centres to educate customers, as well as support your staff to embrace the new digital and self-service options available.

  • Creating a digital experience and self-service outlet without diminishing revenue outcomes
  • Remaining human in a digital age: How to ensure a right balance between self-service and human touch
  • Analysing customer segments to identify the preferred digital channel
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Russell Murphy

Contact Centre Performance & Improvement Manager
Service NSW

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Emily Bayford

Senior Manager, Contact Centres
Australian Super

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Alex Huntley

Head of Customer Experience
Booktopia

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Andrea Hodson

National Senior Manager, Business Customer Contact Channels
Australia Post

5:20 pm - 5:20 pm CHAIR'S CLOSING ADDRESS AND END OF MAIN CONFERENCE