Day One: Wednesday 4th November 2020
09:00 AEDT / 06:00 SGT Leveraging In-Built Scalability to Address Changes to Contact Centre VolumesJess Rix, Head of Customer Interactions – Contact Centre,
Sunsuper, Australia10:00 AEDT / 07:00 SGT The State of the Voice Channel and Its Role in Driving Super-Connected Customer ExperiencesMatthew Watson, Director, Platform & Service Solution Engineering,
SalesforceDerek Laney, Head of Service Product Marketing, APAC,
Salesforce
Watch the ondemand session here11:00 AEDT / 08:00 SGT The Journey to Cloud: Challenges, Goals, Value Realisation and Lessons LearnedFacilitator: Sian Jenkins, Marketing Director, ANZ,
GenesysBrent Alexander, National Manager, Customer Relationship Centre,
Beyond BankRohan Khanna, Executive General Manager – Technology, Innovation & Projects,
PROBE GroupJustin Menzel, Operations Manager Customer Service,
SEEK
Watch the ondemand session here12:00 AEDT / 09:00 SGT Transforming the Value of Your Service Organisation: Remove Complexity for Employees in the Contact Centre, or In PersonBrendan Cox, Solutions Consultant Manager,
OracleJames Imgraben, CRM Team Leader, Information Strategy and Technology Services,
University of South AustraliaAngelica Healey, Manager: Information Systems Projects, Information Strategy and Technology Services,
University of South AustraliaDanii Green, Team Leader, Student Recruitment & Admissions,
University of South Australia
Watch the ondemand session here13:00 AEDT / 10:00 SGT The Secret to Awesome Customer & Agent Experience: Unlocking Innovation and Analytics in the CloudCameron Adams, Director – Solution Consulting,
NICE InContact
Watch the ondemand session hereDay Two: Thursday 5th November 2020
09:00 AEDT / 06:00 SGT Using the Cloud to Create New Interaction Capabilities and Strengthen CX OperationsCarly Irving, Executive General Manager,
Yurika Energy, Australia10:00 AEDT / 07:00 SGT Beyond the Research: What It Means to be a CX Champion and Why You Should CareAdam DeMattia, Director of Custom Research,
ESG
John McKnight, Executive Vice President, Research and Analyst Services,
ESG
Wendy Johnstone, Chief Operating Officer, APAC,
Zendesk
Kathy Dalpes, Vice President Customer Advocacy,
Zendesk
Malcolm Koh, Customer Experience Strategist, APAC,
Zendesk
Watch the ondemand session here
11:00 AEDT / 08:00 SGT Fireside Chat: The Power of One Unified PlatformBrad Moore, Director of Sales Engineering, Asia Pacific,
8x8
Watch the ondemand session here12:00 AEDT / 9:00 SGT Using the Cloud to Deliver a Superior CX Experience and Drive Increased Customer LoyaltyVinodthan Ranga Durai, Customer Experience Senior Lead,
Telstra International Service Center, Malaysia