Wednesday 27 May

09:00AEST

[ON DEMAND] Combining Technology and People to Drive CI in the Contact Centre

Matt Butler, Senior Development Channel Manager, ANZ Bank

10:00AEST

[ON DEMAND] Best Practices for Empowering Your Agents to Service Your Customers

Matthew Watson, Director, Platform and Service Solution Engineering, Salesforce

Julie Krepp, Transformation Chapter Lead, Channel Experience, Telstra

Hayden Dickmann, Scrum Master & Knowledge Specialist, Telstra

11:00AEST

[ON DEMAND] How Belong Supported 100% Digital During Crisis with Zendesk
Dion Van de Kamp, Head of Social Media & Digital Content, Belong
Pascoe Bailey, Senior CX Specialist, Zendesk

12:00AEST

[ON DEMAND] Why Intelligent Automation is a Must-Have for Contact Centres
Alex Koshy , Senior Director Industry Solutions, Asia, Automation Anywhere

Chris Luxford, Senior Partner, W3 Digital

14:00AEST

[ON DEMAND] Enhancing CSAT in a Channel-Rich Environment through Mobile
Mathias Muehlfelder, Senior Director Product Management, Syniverse

Thursday 28 May

09:00AEST

[ON DEMAND] Bankwest Hits New Records in the Contact Centre within 7 Months

Stephen Dargan, Head of Contact Centres, Bankwest

10:00AEST

[ON DEMAND] Personalising and Democratising Customer Experience Using "Digital People"

Matthew Watson, Director, Platform and Service Solution Engineering, Salesforce

Greg Cross, Co-Founder, Soul Machines

11:00AEST

[ON DEMAND] When Business Continuity Planning Becomes Business as Usual
Prashanth Sreetharan, Principal Consultant, Strategic Business Consulting APAC, Genesys

Sophie Giesen, Head of Business Consulting, ANZ, Genesys

12:00AEST

[ON DEMAND] Beyond the Curve: How 5 CX Transformations are Now Accelerating
Chris Bauserman, Vice President, Segment & Product Marketing, NICE inContact

14:00AEST
[ON DEMAND] Why the “Messy Middle” Makes or Breaks your Customer Experience
Simon Bowker, Regional Director - Customer Workflow Solutions, ServiceNow
Paul Baptist, Senior Director, Solution Consulting – Customer Workflows, ServiceNow

Friday 29 May

09:00AEST

[ON DEMAND] Panel discussion: 3 Stages of Response for Business Continuity

David Stone, Chief Growth Officer, Stellar

Danielle Grehan, Global Head of Delivery Support, Stellar

Rik Johnson, Head of Intelligent Automation and Strategy, Stellar

10.00AEST

[ON DEMAND] Building a recession-proof contact center

Sreelesh Pillai, General Manager, Freshworks

11:00AEST

[ON DEMAND] Better Together: An 8x8 Safety Culture Journey

Michael Viney, IT Manager, Safety Culture
Brendan Maree, VP Asia Pacific, 8x8

12:00AEST

[ON DEMAND] Utilising Data Insights for Strategic Workforce Planning at Sportsbet
James Moore, Head of Workforce Planning, Sportsbet

Download Agenda

Customer Contact Week Digital ANZ 2020

Alex Koshy

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