Event Overview
The co-located 6th Annual Future Contact Centre and Future CX Summit NZ, aimed to equip contact centre and CX leaders with the
knowledge and tools needed to create memorable and meaningful customer experiences across the customer journey.
200+ attendees explored how to successfully utilise rapidly adapting technologies such as AI, to enhance customer engagement and drive operational excellence and efficiency across the organisation. The event fostered valuable connections and shared insights through dynamic networking sessions, interactive breakout discussions, and engaging social events.
The summit succeeded in its objectives, promoting collaboration and active engagement between industry experts and sponsors and received an overwhelming amount of positive feedback, reflecting the positive impact it had on both attendees and sponsors.
Given the continued success and growth year on year, the Summit will return to Auckland in 2025, promising further insights and
opportunities for the customer service and customer experience sector.
2024 Advisory Board
Sarina Pratley
Chief Customer and Services Officer
Waka Kotahi NZ Transport Agency
Wendy Devlin
Head of MBIE Customer Service Centre
Ministry of Business, Innovation & Employment
Jody Bews-Hair
General Manager Customer
Honda NZ
Greg McAllister
Independent Consultant
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Key Sessions
Strategies for Integrating Multiple Channels, Leveraging Data Analytics and Delivering Consistent Service Across Touchpoints
Bryan Ng, Chief Data & Analytics Officer, New Zealand Trade & Enterprise
Case Study: Implementing a Fully Remote Workforce
Hannah Crawshaw, Group Lead, Customer and Compliance Services, Inland Revenue NZ
Keynote: The Evolution of Agents, from Reducing Employee Turnover to Enhancing Communication Skills
Henry Gray, Manager Customer Care – Contact Centres, Auckland Transport
2024 Sponsors
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Post Event Snapshot
Who attended in 2024?
Executive and Senior Management
(CCO, Chief CX Officer, Head of Data & Analytics, Head of Contact Centre, General Manager, Head of Transformation)
40%
Middle Management
(Manager Contact Centre, CX Manager)
32%
Team Leads
(Team Lead of Contact Centre, Customer Service Team Lead, Customer Insights Lead)
21%
Specialist Roles
(Workforce Analyst, Customer Insights Specialist)
7%
Number of Delegates
163
Number of Accounts
96
Top Job Titles
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Chief Customer Officer
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Contact Centre Managers
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Contact Centre General Managers
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Customer Services Directors
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Customer Service Managers
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Customer Operations Directors
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Digital Omni-Channel Directors
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Heads of Customer Experience
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ICT Directors
Attendee Organisations
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Accident Compensation Corporation
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ANZ
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ASB Bank
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Atlantis Healthcare Group
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Auckland Council
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Auckland Transport
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Auckland Unlimited
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Automobile Association New Zealand
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Avanti Finance
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Ballance Agri Nutrients
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Bank of New Zealand
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Beyond BeanCounting
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Black Diamond Technologies
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Blunt Umbrellas New Zealand
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Booster
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Brother International
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Bupa
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Busy Bees Aotearoa
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CCEP
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Chartered Accountants Australia and New Zealand
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Create & Reach Virtual Assistant Services
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Crown Relocations New Zealand
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Digitas
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Dulux Group
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Ebbett Group
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Electra
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Fisher Funds Management
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Flare Design
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FleetPartners
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Fletcher Living
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Fletcher Residential
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Fonterra
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Foodstuffs New Zealand
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Foundation North
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Gallagher Group
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Good CX
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Hato Hone St John
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Hauraki District Council
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Hill Laboratories
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Honda New Zealand
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IAG
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Inland Revenue
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JB Hi Fi Group New Zealand
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Jones Lang Lasalle
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Kainga Ora Homes and Communities
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Kiwibank
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Kotahi
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Land Information Services
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Lion New Zealand
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Medenterprises
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Mercury New Zealand
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Meridian Energy
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Midlands Health Network
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Ministry of Business Innovation and Employment
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Ministry of Education
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My Food Bag
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Netsafe
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New Zealand Couriers
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New Zealand Police
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New Zealand Post
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New Zealand Qualifications Authority
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New Zealand Safety Blackwoods
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New Zealand Trade and Enterprise
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Nexus Logistics
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Nova Energy
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NZ Blood
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NZICC
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NZME
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OCG Consulting
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Parkable
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PB Technologies
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PlaceMakers
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Plant and Food Research
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Ports of Auckland
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Powerco
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Pulse Energy Alliance
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Queenstown Lakes District Council
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Restaurant Brands New Zealand
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Ringa Hora Services
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Royal New Zealand Plunket Trust
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Sky
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Skycity Entertainment
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South Taranaki District Council
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Southern Cross Health Society
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Stats NZ
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Te Whatu Ora Health New Zealand
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Tertiary Education Commission
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The Natural Hazards Commission Toka Tū Ake
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The University of Auckland
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The Warehouse Group
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Toitu Te Whenua Land Information New Zealand
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Tourism Holdings
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Tower Insurance
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Trade Me Group
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TRG Imaging
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Triton Hearing
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TSB
Delegate Survey
Our delegates were surveyed at the 2024 summit, with the results highlighting the challenges and priorities in New Zealand’s contact centre environment.
Delegates identified staff retention and recruitment as major hurdles while emphasising the importance of emerging technologies for future operations. The survey also pointed to a strong focus on enhancing customer service quality in the coming year.
What is your organisation’s top priority in the next 12 months to enhance contact centre performance?
Improving service quality, experience and satisfaction
38%
Reducing operational costs
24%
Enhancing training, retention, productivity and performance
14%
Multichannel or omnichannel service delivery
14%
Investing in new technology or software
10%
What are the biggest challenges you face in managing customer expectations in New Zealand’s contact centre environment?
Staff retention and recruitment
46%
Managing customer satisfaction levels
32%
Increasing demand for digital communication
21%
What types of solutions are you most interested in exploring during this summit?
AI and automation tools
43%
Workforce management and optimisation software
21%
Data analytics and reporting tools
21%
Omnichannel communication platforms
11%
CRM Systems
4%
How important is the role of emerging technologies (e.g., AI, automation) in shaping the future of your contact centre operations?
Very Important
47%
Somewhat Important
47%
Not Important
47%
Attendee Feedback
2024 Speakers
Prashant Bakshi
Chief Customer Officer
New Zealand Qualifications Authority
Bryan Ng
Chief Data & Analytics Officer
New Zealand Trade Enterprise
Jody Bews-Hair
General Manager Customer
Honda NZ
Moa Haar-Simmonds
GM - Service Operations
Mercury NZ
Hayley McNab
Head of Customer Care
The Warehouse Group
Rhonda Rehman
GM, Member Services
Chartered Accountants Australia & New Zealand
Wendy Ballard
General Manager NZ
Zip Co
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Rochelle Hedley
Head of Channel Excellence
Auckland Council
2024 Agenda
8:35
Opening Karakia
8:50
Chairperson’s Opening Address
Greg McAllister, Independent Consultant
MAXIMISING CONTACT CENTRE EFFICIENCIES & OPERATIONS
9:00
Opening Keynote: The Evolution of Agents, from Reducing Employee Turnover to Enhancing Communication Skills
Henry Gray, Manager Customer Care – Contact Centres, Auckland Transport
9:30
Keynote Panel: Beyond the Buzzword: Implementation of AI Across Contact Centre Operations and Efficiencies
Moderator: Nicola Chrisp, Head of Customer Engagement, Toitū Te Whenua Land Information New Zealand
Mo Odedra, GM of Client Experience, Fisher Funds
Priya Thurai, Head of Insights, Watercare Services Limited
Paulo Gottgtroy, Head of Decision Science & Analytics, Mercury NZ
WORKFORCE PRODUCTIVITY & AGILITY
10:15
Case Study: Implementing a Fully Remote Workforce
Hannah Crawshaw, Group Lead, Customer and Compliance Services, Inland Revenue NZ
10:45
Lightning Address – Madison & Contact Centre Hiring Insights
Rachna Singh, Manager - Contact Centre, Madison Recruitment
10:50
Speed Networking
11:10
Morning Tea – Brought to you by Madison Recruitment
11:30
Panel: Transforming Contact Centre Excellence: Striking the Balance between Automation and Human Touch
Moderator: Greg McAllister, Independent Consultant
Rochelle Hedley, Head of Channel Excellence, Auckland Council
David Sherning, National Investigations Manager, NZ Post
Hayley McNab, Head of Customer Care, The Warehouse Group
Matt Hanrahan, Solutions Consultant – Product, Digital Island
12:15
How to Optimise Agent and Customer Experience with Zoom's AI-Infused Platform
Erin Brown, CX Sales Specialist, Zoom
12:35
How to Use AI to Drive CX and EX Success
Leon Sheehan, CEO, Digital Island
1:05
Lightning Address - Outsource Fiji
Shivika Supriya-Patel, Communications and Marketing Consultant, Outsource Fiji
1:10
Networking Lunch
CONTACT CENTRE WORKFORCE, TECHNOLOGY & INFRASTRUCTURE
2:00
Interactive Breakout Sessions
Breakout A: Empowering Contact Centers with AI: Transforming Business Communications and Customer Support
Ben Relf, Country Lead, Dialpad
Breakout B: Moving from Prototype to Production: Accelerating Time-to-Value for Customer and Employee Generative AI Use Cases
Nick Latham, General Manager of Digital Operations, Probe CX
Breakout C: Building Resilient Contact Centre’s: The Power of Skills-Based Hiring
Phil Heys, Enterprise Sales Director, Flexhive by Hudson
3:10
Fireside chat: How the University of Canterbury Supports Student Experiences with Digital Transformation
Clive Keylard, Product Manager – Business Services, University of Canterbury
Dilan Haradasa, Account Executive, NICE
3:30
Afternoon Tea
BUILDING HIGH-PERFORMING TEAMS: LEADERSHIP & CULTURE TRANSFORMATION
4:00
Interactive Mini Workshop: Leading Through Change – Keeping Contact Centre Teams Engaged and Productive
Gail Meintjies, Customer Coaching Specialist, Watercare Services Limited