Dear [FirstName] [LastName],

Thank you for registering with us for our virtual Customer Contact Week Digital ANZ 2021!

You can watch on-demand sessions in the links below:

Day 1 | Tuesday, May 25 , 2021 (Timing in AEST) 9:30am:

Examining the learnings over the last 12 months & how the pandemic has helped pave the way for investments and improved service experience Speaker: Jason Smith - Director of Service & Agent Experience, Foxtel Access Link: https://event.on24.com/wcc/r/3168167/68519A432CDC56F94AFF20A73151F104

10:30am: Service Evolution at Foxtel: Spearheading a New Service Experience
Speakers: Adam King, Group Director for Customer, Marketing, Audience Enablement & Corporate Technology, Foxtel Group Jason Smith, Director of Service & Agent Experience, Foxtel Derek Laney, Head of Product Marketing, APAC, Service Cloud, Salesforce
Access Link: https://event.on24.com/wcc/r/3173802/F7A9EE5514D0FCAC645C90330FB1CFE1

11:30am: Navigating the path to a cloud contact centre : Humm Group’s experience Speakers: Rebecca Martin, Head of Customer Service, Humm Group Sian Jenkins, Marketing Director, APAC, Genesys
Access Link: https://event.on24.com/wcc/r/3173807/6CD0DF07086F16A21EB766EFE64E6C77

12:30pm: Siteminder deploys globally integrated phone and call centre infrastructure with 8x8 Speaker: Michael Badham, Global ICT Director, Siteminder
Access Link: https://event.on24.com/wcc/r/3173809/AFABBA2E4CCC741A85920F29F682F2C1

1:30pm: Boost Customer and Agent Experiences with Connected End to End Service Speakers: Tomer Garzberg, Co-Founder & CEO, ybot Matt Porta, Director, Customer Experience Solution Consulting, ServiceNow
Access Link: https://event.on24.com/wcc/r/3173811/6375BF5BB8886C8A22F75D1E1D8479AA

2:30pm: Pivoting Mastercard’s Contact Centre Strategy During Times of Disruption Speaker: Renzo Urzua, Global Contact Center Management Trainer, Mastercard
Access Link: https://event.on24.com/wcc/r/3173813/55B898E7EEFA06AD566FE50889E0D6F7

Day 2 | Wednesday, May 26, 2021
9:30am: How NRMA redesigned their CX approach by leveraging VOC/ customer insights to deliver a greater customer experience Speaker: Tina Morrell, General Manager, Customer Strategy and Experience, NRMA
Access Link: https://event.on24.com/wcc/r/3173815/8E790C1C7ACA041A9061FE3F1477CCE9

10:30am: State of Service 2021 and Leaders' Perspectives Speakers: Nigel Piper, Executive General Manager Customer Experience, Xero Yvonne Timson, Chief Operating Officer, Community Vision Olive Huang, Vice President, Product Strategy, Salesforce
Access Link: https://event.on24.com/wcc/r/3173817/60040868A3DEF7EF7871170EDCD5B2E5

11:30am: Service Evolution at REA Speaker: Tim Sulzberger, Service Design & Innovation Manager, REA
Access Link: https://event.on24.com/wcc/r/3173823/800E1205D4EFC371813DA44660A69EB1

12:30pm: Applying Global CX Tech Trends for a Gold Standard Contact Centre
Speaker: Anna Stokes, Director – Global Product Management, Enghouse Interactive Access Link: https://event.on24.com/wcc/r/3173824/089C3B80591AC14302FA2FE310AE0A6A

1:30pm: The Customer Experience Revolution: Reimaging CX through the Contact Centre Speakers: David Gardner, VP Research and Insights, Talkdesk Andrew Antal, Head of Marketing (APAC), Talkdesk
Access Link: https://event.on24.com/wcc/r/3173826/B738B94BE3DA60A55AC872DCA313CAAE

Day 3 | Thursday, May 27, 2021

9:30am: Transforming the future of Contact Centres through AI & Automation
Speakers: Ravi Sarogi, Co-Founder & President APAC, Uniphore and Sharyn Baker Head of Customer, Transformation & Governance BT Financial Group
Access Link: https://event.on24.com/wcc/r/3173835/8C0DC98D5352D946B3D44EF5A538BA6C

10:30am: How Business Australia re-engineered their strategy to focus on CX & the results achieved over the last 12 months
Speaker: Richard Spencer, Chief Customer Experience Officer, Business Australia
Access Link: https://event.on24.com/wcc/r/3173838/4AA0C21A832058D00067A44FAC4FD3F1

11:30am: Remembering the Human Element: Modern Strategies for Existing Channels Affected by Self-Service Programs Speaker: Christian Szilagyi, Country Manager, ANZ, Calabrio
Access Link: https://event.on24.com/wcc/r/3173840/E3E7298666EAF6AAA72F4FEC43667924

12:30pm: Striking a Balance between Efficiency and Personalisation with Automated Self-Service Speaker: Sam Hoare, Head of Sales APAC, Intercom
Access Link: https://event.on24.com/wcc/r/3173842/5537B24C7DDB79050F49AAE966AB4AD1

1:30pm: Workforce Engagement: Creating an environment of change Speaker: Tim Buzza, Chief Customer Officer, attune.work
Access Link: https://event.on24.com/wcc/r/3173844/5AB816AD975EEF43D4301A9DD7E622F8

If you have any questions or concerns, please contact me at rani.kuppusamy@iqpc.com .

regards

Rani Kuppusamy
CX Network

Customer Contact Week Digital ANZ 2021

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