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BROCHURE
REGISTER



BUILDING TOMORROW’S TECH-ENABLED HIGH PERFORMING CONTACT CENTRES


23-24 AUGUST 2023  |  HILTON HOTEL AUCKLAND

BROCHURE



WELCOME TO THE 5TH ANNUAL
CONTACT CENTRE NZ SUMMIT

With New Zealand predicted to enter a deeper recession than previously
anticipated, the big question for contact centre leaders is how to best
streamline operations to deliver on heightened customer expectations. 



In this era of hybrid work and talent scarcity, it is crucial to build a team of
productive, knowledgeable, and skilled agents who can understand and address
customer needs with precision. As such, New Zealand businesses are now shifting
their focus to recruitment and retention strategies that create a positive
culture, where employees are enthusiastic to deliver outstanding service.
Ultimately, providing the best customer experience hinges on providing the best
possible employee experience.



Customer expectations have also never been higher. When an organisation raises
the bar by investing in innovative technologies that make their customers’ lives
easier, all other brands are expected to keep up. Be inspired by omnichannel
contact centres that are ramping up digital transformation efforts, capitalising
on self-service options, increasing personalisation and ultimately re-inventing
their digital first approach to brand loyalty. 



Come along to the Summit to forge meaningful connections with industry
professionals and discover cutting-edge solutions to transform your customer
contact centre. 



We look forward to meeting you in Tāmaki Makaurau / Auckland this August.

 

Sincerely,
Summit Advisory Committee 
 


2023
ADVISORY
BOARD


Speakers


FEATURED
SPEAKERS




PRASHANT BAKSHI




ANGELA BUSBY

Chief Customer Officer 

AIA

Chief Customer Officer

New Zealand Qualifications Authority





JAMES BEECH

Acting Chief Data Officer 

Westpac New Zealand Limited 


JO HILSON

Chief Technology Officer

Tourism Holdings Limited




MEGAN PAPADOPOULOS




JON ANDREWS

General Manager – Digital & Customer Services

Auckland Council

General Manager Customer Contact

Bendigo and Adelaide Bank

VIEW ALL SPEAKERS


OUR SPONSORS

Platinum Sponsor

Platinum Sponsor

Platinum Sponsor

Networking Drinks Sponsor

Networking Drinks Sponsor

Bronze Sponsor

Exhibitor

Exhibitor

Exhibitor

Exhibitor


WHY
ATTEND?

1

Benchmark your contact centre: Measure and compare your contact centre practices
and KPIs against competitors and similar organisations

2

Discover how Westpac is navigating the delicate balance between data privacy and
delivering personalised customer experience in an AI-driven era

3

The best CX is also about providing the best employee experience: Gain insight
into Inland Revenue’s recruitment and retention strategies

4

Achieving big outcomes with a small contact centre: Learn from Fisher Funds and
Tertiary Education Commission as they share their strategies for competing with
larger contact centres and maximising results with limited resources

5

Explore how Auckland Council, ACC New Zealand and Auckland Transport are using
technology infrastructure to revolutionise both their agent and customer
experience

6

Refine your leadership skills during the Mini Workshop led by Watercare
Services, where you'll learn how to cultivate a high-performing culture in your
contact centre that empowers your hybrid team

VIEW AGENDA

Head of Digital & Customer Engagement Centre, TSB New Zealand



“This conference keeps getting better each year. Again the speakers did not
disappoint - they were capable and generous with the insights they shared. I
will keep attending and wish that more industry peers would attend as it is
value for money and networking alone is an incredible opportunity!"

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Workshops


WHO SHOULD ATTEND?

Senior Contact Centre, Customer Care and CX leaders involved in:




CONTACT CENTRE NZ 2022

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CONTACT US

Level 3, Building 10, 666 Great South Road Ellerslie, Auckland, 1051
Phone: +649 802 1668
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