All Access: Future Ready Contact Center APAC 2025
November 11 - 12, 2025
| Free CX Network Webinar Series
Deirdre Boyle
Chief Customer Officer FlybuysDeirdre has over 20 years’ experience leading product, digital, customer experience, and marketing teams for some of Australia’s most recognised banking and insurance brands. She is currently the Chief Customer Officer of Australia’s favourite loyalty program, Flybuys. Deirdre’s focus is on future-proofing and leading the development and delivery of the brand’s next generation customer strategy, ensuring outstanding experiences are provided to more than 9.5million members across the customer journey. Deirdre is passionate about driving people-centred change, and uniting businesses around a shared, authentic purpose that positively impacts their people, customers and communities. She instils the importance of going the extra mile to better understand your customers in her teams and is motivated by the impact true customer-led cultures can have in driving sustainable business growth.
Day Two
11:30 AM Case Study: Modernizing the Contact Center: Orchestrating Seamless Digital Journeys
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
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