Summit Agenda
Two days, two streams — Customer Experience and Customer Contact — running side by side so you can move between the sessions that matter most to you.
8.00
Registration and Morning Refreshments
8.40
Mihi
8.50
Welcome Address from Aventedge
8.55
Chairperson's Opening Address
9.00
International Keynote: Scaling an e-Commerce Business Through Exceptional CX | A Story into Paire's Growth Journey
9.30
Keynote: Capability Is the New Differentiator: The Future of CX Leadership in the Age of AI
10.00
The Personal Touchpoint Panel: Designing Seamless Omnichannel Experiences
Moderator
10.40
Address from Outsource Fiji
10.50
Morning Tea
Customer Experience
Walking the talk: Delivering on your CX promises
Chair
11.20
From Frustration to Trust: How Auckland Transport Achieved the Largest Reputation Gain in a Decade by Transforming the Customer Experience
11.50
From Conversations to Resolution: How AI is Closing the Loop on CX Execution
12.10
From Empathy to Action: Engineering Behavioural CX at Scale
Customer Contact
The Modern Contact Centre: Empowering People, Technology, and Delivering a Seamless Service
Chair
11.20
Fireside Chat: Dialling Up the Contact Centre Through Transformation | Provident Insurance
Moderator
11.50
Case Study: Setting a Gold Standard | WM's International Recognition
12.10
Fireside Chat: Continuous Improvement, Stronger Leaders, Better Results
Moderator
12.40
Lunch
Customer Experience
Strategy to Action | Setting up Your Organisation for Success When It Comes to CX
1.40
The Experience Equation: Why Employee Experience is the New CX Strategy
2.00
Case Study: Keeping on Top of Evolving Customer Needs | Southern Cross Travel Insurance's Future of Travel
Customer Contact
Delivering More With Less: Understanding What Is Feasible in a Tight Economy
1.40
The Power of Voice: Why it Still Matters in the Contact Centre
2.00
Case Study: AI in telehealth – transforming workflow, supporting kaimahi, improving user experience | Whakarongorau Aotearoa / New Zealand Telehealth Services
2.30
Head to the roundtables
Roundtables
Customer Experience
2.35
Roundtable 1: Personalisation Without Overstepping | Getting the Balance Right
2.35
Roundtable 2: Setting KPIs to measure CX
2.35
Roundtable 3: Turning Failures into Loyalty
2.35
Roundtable 4: Building CX Governance that Actually Works
2.35
Roundtable 5: Delivering on CX With Tight Budgets
2.35
Roundtable 6: CX Frameworks – Dos and Don’ts
2.35
Roundtable 7: When the AI Screws Up, Who Loses Their Bonus?
2.35
Roundtable 8: Trustworthy AI Starts with Trustworthy Knowledge: Is Your Knowledge AI Ready?
2.35
Roundtable 9: Deepfakes vs. Defense: Is Voice Biometrics Dead?
Customer Contact
2.35
Roundtable 2: Resourcing for Contact Centres
2.35
Roundtable 3: AI Automation – What Actually Works and What Doesn’t in a Contact Centre?
2.35
Roundtable 4: Managing Hybrid and Remote Contact Centre Teams
2.35
Roundtable 5: Designing Escalation Paths That Don’t Break the System
2.35
Roundtable 6: Handling Emotionally Charged or High-Risk Interactions
2.35
Roundtable 7: Deepfakes vs. Defense: Is Voice Biometrics Dead?
2.35
Roundtable 8: Trustworthy AI Starts with Trustworthy Knowledge: Is Your Knowledge AI Ready?
2.35
Roundtable 9: Is Your AI Secured, or Did You Just Ask It Really Nicely?
3.10
Afternoon tea
Smarter CX: Aligning CX Practices With Your Organisation's Functions
3.40
Keynote: The Roadmap to Successful Agentic AI Implementation
4.00
Panel: Building Loyalty and Trust as a Competitive Advantage
Moderator
4.30
Closing Remarks from the Chair
4.40