Customer Contact Week Digital ANZ 2021

25 - 27 May, 2021 | Free Online Event |AEST

Day Three - 27 May 2021

9:30 am - 10:15 am Transforming the future of Contact Centres through AI & Automation

Ravi Sarogi - Co-Founder & President APAC, Uniphore

 A year after the onset of the pandemic, contact centers are looking to implement and transform their operations with conversational AI and automation technologies. However, most transformations require a roadmap to deliver successful outcomes. In this session, you will learn

  • The roadmap to successful front-office automation
  • How to generate business value at each step
  • Exploring the technologies required at each stage of the transformation.


Ravi Sarogi

Co-Founder & President APAC

10:30 am - 11:15 am How Business Australia re-engineered their strategy to focus on CX & the results achieved over the last 12 months

Richard Spencer - Chief Customer Experience Officer, Business Australia

In this session, Richard will share how technology reinforced Business Australia’s strategy and the outcomes since they launched their new approach to market. 


  • What accelerated the change in strategy, the journey and lessons learned
  • How the change was delivered ?
  • Analysing the results after the first 12 months of operations

Richard Spencer

Chief Customer Experience Officer
Business Australia

11:30 am - 12:15 pm Remembering the Human Element: Modern Strategies for Existing Channels Affected by Self-Service Programs

Christian Szilagyi - Country Manager, ANZ, Calabrio

When implementing self-service strategies, the focus often shifts exclusively to the new systems and processes. But we can’t forget the core of your contact centre: the human element. What impact does self-service have on your existing channels and staff? In this session, join Christian Szilagyi of Calabrio as we explore modern strategies for empowering staff in existing channels to self-optimise and accelerate the self-service program, too.


Christian Szilagyi

Country Manager, ANZ

12:30 pm - 1:15 pm Striking a Balance between Efficiency and Personalisation with Automated Self-Service

Sam Hoare - Head of Sales APAC, Intercom

Conversation volumes and customer expectations keep rising while support teams have to choose between the impossible: staying personal with customers or being efficient as a team. This case study session will show you how mobile virtual network operators, SMARTY, chose both. SMARTY implemented automated chatbots and self-service support to manage the sharp increase of 56,000 monthly customer conversations while continuing to create the same, conversational experiences their customers expected.

  • Understanding how self-service can help scale your customer support
  • Reviewing the improvements to conversational support with messenger based communication
  • Discussing how chatbots saved SMARTY 7,000 support team hours last year


Sam Hoare

Head of Sales APAC

1:30 pm - 2:15 pm Workforce Engagement: Creating an environment of change

Tim Buzza - Founder, One Mantra

Every now and then humanity makes an evolutionary leap, although it is only with hindsight that we recognize the significance of these moments. The Industrial Revolution was one of these times when work moved from the farm to the factory. In 2020 we made another leap forward, a leap that may even be more significant than the Industrial Revolution. Work moved work from the physical world to the virtual world.


In the virtual world, how we connect, build communities, experience each other and ourselves is altered. Even our experience of time and space is changed. Tim will explore the impact of this shift and expand on some of the skills, tools, and tactics that will help you and your team thrive in the new virtual world of work.

  • What the important differences are between workplaces (physical) and workspaces (virtual)
  • How the experience of time in the virtual world impacts worker wellbeing and productivity
  • What are the 3 Levels of Remote Working maturity and how leading organizations are enabling employee success in the virtual world?
  • How organizations can reduce the experience of employee loneliness and improve wellbeing
  • The key leadership practices that improve the connection between virtual team members



Tim Buzza

One Mantra