All Access: Future Ready Contact Center APAC 2025
November 11 - 12, 2025
| Free CX Network Webinar Series
Matt Condie
Senior Product Manager - Member Support and Operations Flybuys
Matt is a Product Manager with over four years of experience designing and delivering impactful products that solve meaningful user problems and drive measurable business value. He specialises in leading complex transformations, collaborating with cross-functional teams, and creating delightful customer experiences, often using emerging technologies including AI, cloud platforms, and full-stack modern tooling. His background in design gives him a strong user-centred lens and systems thinking foundation which he has applied at scale, reducing service centre costs at Flybuys. He thrives in environments with high trust, fast iteration, and a deep obsession with customer problems.
Day One
10:30 AM Panel Discussion: The Future-Proof Contact Center: Prioritizing Agility, Empathy & Efficiency
Join Matt Condie, Senior Product Manager - Member Support and Operations at Flybuys and Patricia Mulles, Founder, M&O Consulting and Director & Global Head of Partnerships, She Loves Data, to explore how modern contact centres are navigating evolving customer expectations, workforce dynamics, and emerging technologies. We’ll discuss the pivot towards omnichannel experiences, balancing automation with empathy, and ensuring consistent service quality across touchpoints. We'll cover how to prepare for scalability, build resilience in unpredictable environments, and embed agility into everyday operations, highlighting the interplay between people, process, and technology in crafting exceptional customer journeys.
Key takeaways:
- Find out how to architect an omnichannel-first strategy
- Learn how to balance automation, AI, and human touch
- Understand workforce agility as a competitive advantage
- Discover the latest on governance, data ethics and how to achieve true CX excellence in 2025
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