Registration & Morning Refreshments    

Opening Karakia     

Chairperson’s Opening Address 

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Human-Centric Contact Centres in a Digital-First World

• Preserving empathy and service quality amid automation

• When customers want a person, not a process

• Empowering agents to deliver real value

Presentation by Zendesk

Panel: AI That Delivers: What’s Actually Working for People in the Contact Centre in 2025?

• Where AI adds value (and where it doesn’t)

• Lessons from chatbot, IVR, and agent-assist tools that truly enhance and not replace people

• Avoiding automation fatigue and customer frustration

Morning Tea & Networking

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Building Connected, Consistent, and Easy Customer Journeys

• Simplifying and aligning customer touchpoints

• Creating consistency to build customer trust and confidence

• Our journey so far and what’s next

Presentation by Jabra

Case Study: Designing Smarter Self-Service—Building an AI-Enhanced Chatbot at NZQA

• NZQA is transforming its chatbot from scripted Q&A to a natural language AI assistant for real-time support

• Delivering value in agile increments—nimble, responsive, and customer-led

• Reducing hallucinations and improving trust through phased rollout and internal testing

Reserved for Outsource Fiji

Networking Lunch

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Presentation by Digital Island

Interactive Breakout Sessions

During this session, attendees will have the opportunity to attend 2 x 30-minute interactive breakout sessions of their choice.

Breakout A:  Predictive & Proactive Experience Delivery

Breakout B: AI & Automation

Breakout C: Omnichannel & Self-Service

Breakout D: Voice of Customer to Action at Scale

Afternoon Tea & Networking

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Measuring What Matters: CX & Service Metrics That Drive Action

• Moving beyond CSAT and NPS: What data actually reflects experience?

• Connecting operational metrics with experience outcomes (loyalty, effort, emotion)

• Building shared dashboards that unify CX and CS performance

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Panel: Agent Experience Reimagined: Winning in a Tough Talent Market

• Rebuilding the role - What does the agent of 2026 look like?

• Repositioning the contact centre agent as a growth contributor, not a script reader

• Redesigning job structures to support more meaningful, sustainable work

• What younger and diverse talent actually value in CX careers

Chairperson’s Closing Address 

Networking Drinks & End of Summit Day One

Registration & Morning Refreshments    

Opening Karakia     

Chairperson’s Opening Address 

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Redefining CX: The Future of Customer and Cultural Transformation

• How Flybuys is preparing for the next generation of customer

• Putting the customer at the heart of organisation and culture

• Balancing the demand of relevance and risk

Presentation by Salesforce

Panel: Making AI Work for Real Customers - Balancing AI Integration with Human-Centered Values

• Avoiding over-automation or poor AI implementation that undermines trust or cultural appropriateness

• What’s actually delivering results in AI-powered CX across NZ

• Governance and ownership: who’s responsible for AI performance and risk?

• Driving and building trust throughout the customer journey

Morning Tea & Networking

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Case Study: Empowering teams to innovate faster - How LionCo is harnessing internal strengths to deliver continuous service and customer experience improvement

Case Study: CX in a Low Engagement Sector

• What it means to be customer obsessed

• Aligning the organisation and customer delivery

• Capturing the right feedback, at the right time

• CX insights for agile decision-making

From Genetics to Journeys: Building Behavioural Cohorts to Transform the Customer Experience

• How LIC linked customer behaviour to genetic gain in the national herd to unlock measurable impact and value

• Why rethinking cohorts and engagement strategies helped challenge assumptions about customer behaviour

• Building a CX function from the ground up — aligning data, CRM and operating models to drive long-term loyalty and better outcomes

Networking Lunch

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Loyalty, Retention & Brand Affinity in a Fragmented Attention Economy

• How brands can capture customer loyalty in a world of dispersed digital attention

• Shifting from transactional rewards to creating emotional connections and brand affinity

• Using data and AI to deliver personalised experiences that foster trust and retention

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Interactive Breakout Sessions

During this session, attendees will have the opportunity to attend 2 x 30-minute interactive breakout sessions of their choice.

Breakout A:  Predictive & Proactive Experience Delivery

Breakout B: AI & Automation

Breakout C: Omnichannel & Self-Service

Breakout D: Voice of Customer to Action at Scale

Afternoon Tea & Networking

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Human-Centered Innovation - Balancing Technology and Empathy in Customer Engagement

• Designing digital experiences that preserve human connection and how to implement CX technologies without losing emotional resonance and trust

• Using customer journey insights to deepen engagement in purpose-driven organisations

• Tracking emotional impact, satisfaction, and long-term loyalty beyond transactional metrics

CX Without Borders: Reimagining Retail for the Omnichannel Customer

• The evolution of customer expectations in a post-channel world

• What it really takes to deliver connected experiences (hint: it’s more than just platforms and pixels)

• AI as a CX enabler: from content generation to hyper-personalisation at scale

• The rise of agentic shopping: preparing for a future where your customer might be an AI

Chairperson’s Closing Address 

Networking Drinks & End of Summit Day One

Registration and Morning Refreshments  

Chairperson’s Opening Address 

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The Next Phase of Agent & AI Collaboration

• Training for confidence, not just compliance, agent enablement in the AI era

• Designing AI support systems that boost performance and job satisfaction

• AI is changing the role, but are we changing the way we support the people doing it?

• Building trust and accountability in semi-autonomous systems

The AI-Powered Contact Center: From Cost Center to Value Driver

• Workforce Transformation: Empowering Agents, Elevating Experiences

• The Future of CX in ANZ: Personalisation, Trust & Digital-First Journeys

Panel: Using Real-Time Data to Elevate Every Interaction

• Turning live customer signals into in-the-moment support and escalation

• Aligning data use with agent workflows to drive faster, better outcomes

• How contact centres can use customer data in real-time without breaching trust or privacy

• What leading teams are doing differently in 2025

Morning Tea & Networking

Registration and Morning Refreshments

Chairperson’s Opening Address

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AI That Understands: Emotional Intelligence in Automated CX

• Using large language models (LLMs) and sentiment analysis to detect and respond to customer emotion

• Ensuring emotionally intelligent interactions in digital self-service and chatbots

• Reducing customer effort while maintaining empathy

Panel: Leading Experience from Within: Building an Organisation that Thinks CX

• Shifting culture beyond one department

• Tools, rituals, and leadership practices for experience-first teams

• Lessons from successful internal transformation

Morning Tea & Networking

Fireside Chat: Designing with koha – Embedding Indigenous Values into Digital Experience

• How Māori concepts like koha (reciprocal giving) are being used to reframe customer experience strategy and delivery

• Why values-led design creates inclusive, culturally resonant experiences that benefit all users — not just Māori

• Lessons from Te Wānanga o Aotearoa’s CX transformation journey, and how these principles can inspire broader systems change

Evolution of CX in NZ

• Customers expect automation to feel natural—see how frictionless, conversational IVRs are replacing outdated menus

• How NZ organisations are using voice and digital tech to boost satisfaction, deflect volume, reduce escalation and cx costs.

• Lessons from evolving CX expectations and where voice-led design fits in the broader channel mix

Case Study: Foundations First - How Goodman Fielder is delivering practical, scalable CX that puts people before platforms

• What does it take to build strong CX foundations without advanced AI or major system overhauls?

• How Goodman Fielder drives customer experience through process, people, and practical service excellence

• Exploring low-cost, high-impact opportunities to improve service without relying on large tech stacks

• Lessons learned from navigating CX improvement across two markets (AU and NZ) without over-engineering the solution

Networking Lunch

Prize Draw