Customer Contact Week Digital ANZ 2020

27-29 MAY 2020 | FREE ONLINE EVENT | AEST

Lead Sponsor

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Harness the power of cutting edge technology to deliver
 next level customer experience

Customer expectations have not slowed down; demands are constantly changing and for businesses to stay competitive, they need to keep up. For contact centres, one thing will remain the same, and that’s the level of rapport between the agent and the customer.

CCW ANZ brings together leading Contact Centre professionals to share insights and success stories on how they’ve improved contact centre performance to deliver an exceptional experience for the customer.

3 trends that are disrupting the modern contact centre:
  • The shift in focus has gone from technology to the agent
  • Technology is now used to aid the agent rather than the business alone
  • Customers want a frictionless customer experience

5 Reasons to Attend

Hear the best case studies from across the globe

No travel costs or time out of the office necessary

Access the content on demand and watch in your own time

Assess the latest technological innovations 

It is 100% free to attend

Media Partners

Wednesday 27 May
09:00AEST 
Matt Butler, Senior Development Channel Manager, ANZ Bank

10:00AEST 
Matthew Watson, Director, Platform and Service Solution Engineering, Salesforce
Julie Krepp, Transformation Chapter Lead, Channel Experience, Telstra
Hayden Dickmann, Scrum Master & Knowledge Specialist, Telstra

11:00AEST
[ON DEMAND] How Belong Supported 100% Digital During Crisis with Zendesk
Dion Van de Kamp, Head of Social Media & Digital Content, Belong
Pascoe Bailey,
Senior CX Specialist, Zendesk

12:00AEST
[ON DEMAND] Why Intelligent Automation is a Must-Have for Contact Centres
Alex Koshy , Senior Director Industry Solutions, Asia, Automation Anywhere
Chris Luxford, Senior Partner, W3 Digital

14:00AEST
[ON DEMAND] Enhancing CSAT in a Channel-Rich Environment through Mobile
Mathias Muehlfelder, Senior Director Product Management, Syniverse


Thursday 28 May
09:00AEST 
Stephen Dargan, Head of Contact Centres, Bankwest

10:00AEST 
Matthew Watson, Director, Platform and Service Solution Engineering, Salesforce
Greg Cross, Co-Founder, Soul Machines

11:00AEST 
When Business Continuity Planning Becomes Business as Usual
 Prashanth Sreetharan, 
Principal Consultant, Strategic Business Consulting APAC, Genesys
Sophie Giesen, Head of Business Consulting, ANZ, Genesys

12:00AEST
Beyond the Curve: How 5 CX Transformations are Now Accelerating
Chris Bauserman, Vice President, Segment & Product Marketing, NICE inContact

14:00AEST
Why the “Messy Middle” Makes or Breaks your Customer Experience
Simon Bowker, Regional Director - Customer Workflow Solutions, ServiceNow
Paul Baptist,
Senior Director, Solution Consulting – Customer Workflows, ServiceNow



Friday 29 May
09:00AEST
David Stone, Chief Growth Officer, Stellar
Danielle Grehan, Global Head of Delivery Support, Stellar
Rik Johnson, Head of Intelligent Automation and Strategy, Stellar

10.00AEST
Sreelesh Pillai, General Manager, Freshworks

11:00AEST
Michael Viney, IT Manager, Safety Culture
Brendan Maree,
VP Asia Pacific, 8x8

12:00AEST
Utilising Data Insights for Strategic Workforce Planning at Sportsbet
James Moore, 
Head of Workforce Planning, Sportsbet

Featured Speakers

CX Network Online Events | Who attends our events

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Who should attend?

CCW & CX Network Live online events are designed to offer insight and inspiration to senior CX decision makers including heads of:

Customer Engagement

Customer Operations

Contact Centre

Customer Service

Customer Care

Contact Centre Sales

Customer Experience

Service Delivery

CX Network Online Events | By the numbers 

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1,100+ 

CXN LIVE: FEEDBACK & SATISFACTION 2019 REGISTRANTS

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1,000+ 

CXN LIVE: NORTH AMERICA
& EMEA 2019 REGISTRANTS

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1,200+ 

CXN LIVE:  CUSTOMER INSIGHT & DATA ANALYTICS 2019 REGISTRANTS

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1,400+ 

CXN LIVE: DIGITAL CUSTOMER EXPERIENCE 2019 REGISTRANTS

CX Network Online Events | How it works 

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Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place

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Step 2: Confirmation email
This will be dispatched upon registration and will contain 
login information

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Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues

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Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers

Get Involved with CCW Digital ANZ

For more information on how CCW Digital ANZ is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!

Tilak Antony
Head of Online
CCW Digital ANZ
tilak.antony@iqpc.com

Event Sponsors