Customer Contact departments today are undergoing an immense shift in their customer operations. For years, contact centres have worked in silo from the wider business operations, focused solely on responding to customer enquiries as quickly and efficiently as possible. But today we’re seeing contact centres evolve and work smarter with a range of departments to become an ultimate new-gen CX Hub.
We may not be there yet, but with over half of customer contact leaders focused on agent problem solving and workforce capabilities, now is the best time for us to transform EX into CX.
Customer Contact Week has become the fastest growing customer event in Australia and New Zealand, and this year, on its 5th anniversary, Weploy are excited to connect and network with thousands of Customer Experience experts and embark on a CX transformation together!
WEPLOY PANEL DISCUSSION
Alongside industry leaders, Tristan Fardy from Volkswagen, Paul Classens- Head of Contact Centres at ING, Sharron Botica, AIA and Belinda Seedsman, Head of Contact Centre at Hostplus, we’ll be discussing why the formula for Customer Experience Excellence is in direct correlation to Employee Experience. Don’t miss “^EX=CX (Squared) The Formula for Customer Experience Excellence” at 4:15pm on the 27th Feb at Stream A.
CCW EXECUTIVE CLUB
This new and exclusive stream for Senior level Customer Experience and Contact Centre attendees will delve deep into the difficult questions all leaders should be thinking about to future-proof their plans.
PEER-TO-PEER KNOWLEDGE EXCHANGE
With Digital and AI experts, Talent and Workforce Management heads, Operations and Process Improvement teams and many more attending - the event provides an opportunity for guests to connect with industry peers who have “been there, done that”. To make life easier, guests are profiled on registration to ensure a tailored experience during your onsite experience!
70+ EXPERT SPEAKER LINE-UP
With a 70-strong speaker line up including C-Suite thought leaders, International success stories, Innovation Trailblazers and Customer Experience rockstars, the agenda comprises Workshops, Panels, Roundtables and smaller, Interactive Discussion Groups. Look out for Chief Customer Officer debates as well as Global insights from Uber, Expedia, AirAsia, Wells Fargo, Yum! and Ford USA. Headline speakers include Lawrence Mitchell, CCO of Sumo Salad, Troy Barnes, Chief Customer Officer at Yum! (Singapore) and Lee Scales Chief Customer Officer at UniSuper.
"ISLAND PARADISE" AWARDS NIGHT
Sponsored by Fiji Consulate, the event kicks off with a special themed awards night. Categories this year include “Best in Class Customer Contact Centre, Best CX Transformation and Best Customer Contact Leader of the Year.
AN EXPERIENTIAL EXHIBITION HALL
The most comprehensive and cutting edge solution providers in the market will be on-hand to walk you through customer contact technologies that can enable your business in a range of areas including People, Process, Technology and CX.
THREE DEDICATED SITE TOURS
Join one of three exclusive on-site tours for a first-hand look inside the Call Centres at Auto & General, Allianz World Wide Centre and NBN Co. A grand tour around their contact centres will allow a glimpse into their newest transformations and solutions for your own eyes.
SIX IN-DEPTH WORKSHOPS
Facilitated by insiders at Uber, IAG and TNT, accelerate your knowledge through a choice of 6 practical deep-dive workshops – limited seats available. Topics include; Design Thinking, Chatbots and AI, Employee Engagement, and Metrics and KPI’s.
SPEAKER MEET AND GREET
Q&A sessions in the conference room don’t always run for long enough. To make sure guests get the chance to meet with speakers and ask those burning questions face to face, find them at the CCW Speaker Lounge in the Exhibition Hall.
We hope to see you there too!