All Access: Future Ready Contact Center APAC 2025
November 11 - 12, 2025
| Free CX Network Webinar Series
Day Two
10:00 am - 10:30 am
Workforce Experience & Engagement: The Key to Contact Centre Performance
Lolitta Suffian -
SVP, Customer Experience,
Bank Simpanan Nasional (BSN)
High-performing contact centres blend technology with a motivated, well-supported workforce. This session presents how organisations have reimagined agent experience via flexible scheduling, performance feedback tools, AI-powered coaching, and well-being initiatives. Learn how employee engagement links to retention, service quality, and long-term cost management. Practical tips will focus on measuring agent sentiment, identifying burnout risks, and creating continuous learning environments.
Key takeaways:
- Learn how to link agent experience to CX metrics
- Apply AI for coaching, recognition, and feedback
- Find out how to reduce attrition with purposeful workforce design
- Discover how to build resilient and motivated teams
10:30 am - 11:00 am
The Front Office Automation Revolution
Cameron Adams -
Senior Manager, CRM & Industry Workflows,
ServiceNow
The front office is where customer experience begins, but too often organisations automate only the conversation while leaving the fulfilment disconnected. This session explores how combining CCaaS engagement platforms with ServiceNow’s system of action creates true end-to-end automation – delivering outcomes in seconds rather than days.
We’ll reframe the outdated “simple vs. complex” automation mindset and instead explore a transactional vs. relational model. Most customer interactions are transactional and ripe for automation, but even high-stakes, relational interactions benefit from orchestration – ensuring that empathy is combined with efficiency.
We will also discuss the future of agentic AI: autonomous agents that perceive context, make decisions, and act on behalf of customers. These innovations enable proactive service, real-time personalisation, and even “machine customers” who transact on our behalf. Attendees will walk away with practical strategies for identifying automation opportunities, structuring end-to-end workflows, and balancing empathy with efficiency.
Key takeaways:
- Reframe automation strategy: from “simple vs. complex” to “transactional vs. relational”
- Discover how to connect conversational AI to middle and back-office workflows for true outcome delivery
- Learn about diverse case studies showing order-of-magnitude improvements in resolution times
- Find out more about the role of agentic AI in proactive engagement, predictive service, and personalisation
Sponsored by: ServiceNow
11:00 am - 11:30 am
Empowering the Future of CX: How Monash University and Cancer Council NSW are Transforming Experiences with Genesys Cloud
Sian Jenkins -
Marketing Director, APAC,
Genesys
Nicole Brown - Manager, Business Planning, Operations and Performance, Cancer Council NSW
Phaneendra Avatapalli - Technical Solutions Consultant, eSolutions, Monash University
Join Genesys and two leading Australian organisations – Monash University and Cancer Council NSW – as they share how they’re reimagining customer and student engagement with Genesys Cloud. Discover how AI, automation, and omnichannel innovation are helping them deliver more connected, empathetic, and efficient experiences, empowering their teams and transforming outcomes for the communities they serve.
Key takeaways:
- Gain real-world insights from Monash University and Cancer Council NSW on their CX transformation journeys
- Learn how Genesys Cloud drives measurable impact across efficiency, engagement, and satisfaction
- Understand the role of AI, automation, and data in creating human-centred experiences at scale
- Discover practical lessons and strategies to future-proof your contact centre for the experience economy
Sponsored by: Genesys
11:30 am - 12:00 pm
Case Study: Modernizing the Contact Center: Orchestrating Seamless Digital Journeys
Deirdre Boyle -
Chief Customer Officer,
Flybuys
Digital self-service is rapidly becoming the preferred contact channel, but only when it works flawlessly. Join us as we discuss with Dee from Flybuys how they are currently updating their customer service operations, increasingly weaving in AI and automation to enable agents, designing intuitive flows across mobile apps, web, and messaging channels, with seamless handoffs to live agents when needed. Discover how automation, knowledge management, and conversational AI are working together at Flybuys to deliver real-time, resolution-first experiences. We’ll also explore what metrics matter most to optimize these journeys effectively.
Key takeaways:
- Discover how to design consistent flows across digital channels
- Learn how and where AI is best applied across the customer service stack
- How AI is proving particularly useful to measure deflection, containment, and customer effort
- Next steps: Embedding knowledge bases into automated journeys
