Customer Contact Week Digital ANZ 2021

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

Day Two - 26 May 2021

9:30 am - 10:15 am How NRMA redesigned their CX approach by leveraging VOC/ customer insights to deliver a greater customer experience

Tina Morrell - General Manager, Customer Strategy and Experience, NRMA

·     Unifying channels and silos to provide a seamless customer experience

·     Modifying customer journeys based on interactions and improving engagement to increase revenue

·     Using Lean Six Sigma tools to drive process excellence improving both employee and customer experience

·     Reducing customer churn by successfully mapping customer journeys in real-time


Tina Morrell

General Manager, Customer Strategy and Experience

Dive into our State of Service research and hear how service experts see their next 12 months.

  • Nigel Piper, Executive General Manager Customer Experience at Xero shares how Xero uses content and digital experiences to transform service from support to being trusted advisors for their customers. The Xero team "works-from-anywhere", using new tools, like Slack, to remain connected and are unified through the vision of the Chief Customer Officer. Expect similar trends in an industry near you.
  • Yvonne Timson, COO, Community Vision shares how the pandemic is a compelling event for digital adoption even for the older demographic. Organisations are co-designing new ways of working by putting the control in the hands of the client paired with technology. During the pandemic, field service provides new opportunities for growth and digital communities are the key to us all aging well.
  • Experienced technology analyst and VP Product Strategy, Olive Huang shares how organisations in Australia are in cost optimisation mode implementing automation to maintain experience and value optimisation, rationalising their portfolio of products to focus on what is most important to the company and customers.


Nigel Piper

Executive General Manager Customer Experience


Yvonne Timson

Chief Operating Officer
Community Vision


Olive Huang

Vice President, Product Strategy

11:30 am - 12:15 pm Service Evolution at REA

Tim Sulzberger - Service Design & Innovation Manager, REA

Join this session to hear how REA Customer & Consumer services have evolved their operations. Covering milestones, highlights, challenges and strategic enablers that have gotten REA thus far, and where they want to get to in terms of service capabilities. 


Tim Sulzberger

Service Design & Innovation Manager

12:30 pm - 1:15 pm Applying Global CX Tech Trends for a Gold Standard Contact Centre

Anna Stokes - Director – Global Product Management, Enghouse Interactive

By the end of 2020 the ‘Gold-Standard’ contact centre looked markedly different to the one we all knew just 12 months earlier, before COVID-19. From the start of the pandemic, contact centres were facing a completely new set of challenges as customers started to grow a whole new set of expectations!


To the industry’s credit, Customer Experience technology adoption raced ahead to meet the needs of this rapidly evolving world, transforming customer service across the globe as more and more industries adapted to compete and survive.


In this session, we take a closer look at the global CX technology trends that have emerged and contributed to a new best-practice customer service, including:


  • Adopting a virtual contact centre model and a work-from-anywhere policy for agents
  • Integrating UC with the contact centre to foster collaboration
  • Embracing AI to improve both customer and agent experience
  • Accurately capturing the voice of the customer (VoC) for 100% reliable insights into the customer experience
  • Introducing video into customer interactions


Anna Stokes

Director – Global Product Management
Enghouse Interactive

1:30 pm - 2:15 pm The Customer Experience Revolution: Reimaging CX through the Contact Centre

David Gardner - VP Research and Insights, Talkdesk
Andrew Antal - Head of Marketing (APAC), Talkdesk

Talkdesk will reveal insights from our recent Industry Trilogy research report series, outlining how leading companies are re-examining and prioritizing stronger customer experience across key verticals, including financial services, healthcare, and retail. Insights are backed by global research conducted across North America, Europe and ANZ


●    Explore and unpack some of the top priorities and pain points facing CX professionals today - across Financial Services, Healthcare, and Retail

●    Gain a better understanding of why CX professionals are committed to improving CX but are struggling to do so

●    Examine how the role of the contact centre is evolving to help transform and deliver better CX

●    Establish CX as a differentiator: the opportunity to adapt your contact centre from cost to profit centre



David Gardner

VP Research and Insights


Andrew Antal

Head of Marketing (APAC)

2:30 pm - 3:15 pm Case Study: How FairVine Supers’ automation first approach enabled better CX delivery ?

Rachel Hamlen - Head of Customer Experience, FairVine Super

In this session, Rachel will be sharing how Human Financials’ digital-first approach paved the way to focus on customer support, without being tied up with transactional interactions and delivering a superior customer experience

·     Payoff of being digital-first and automating the transactional experiences for our members & customers

·     Leveraging social medial to build a community to support customers emotional experience during a crisis

·     Using customer insights from agents to build on an empathetic approach to CX

·     Supporting your team with knowledge, emotional support and ensuring they are equipped with the knowledge and tools to deliver a superior customer experience


Rachel Hamlen

Head of Customer Experience
FairVine Super