Transforming Contact Centres through digital transformation, CX innovation and workforce evolution

Pre-Conference Workshop | Tuesday 19 November 2019
Two-Day Conference | Wednesday 20 - 21 November 2019
Post-Conference Workshop | Friday 22 November 2019
After the success of the inaugural Contact Centre New Zealand Summit last year, we return to Auckland this November with a strong line-up of 25+ leading contact centre experts and industry gurus to address the three core challenges facing today’s modern contact centre:
  1. Technological developments have enabled contact centres to streamline processes, reduce costs, enhance CX, broaden their market, and improve workforce productivity.

  2. To keep pace with changing customer expectations, contact centres must put the consumer at the heart of their operations through deeper and broader customer engagement.

  3. The diverse needs and skills of a rapidly changing workforce have driven contact centres to constantly evolve their recruitment, training and development strategies.

Join us at New Zealand’s only contact-centre focused conference to learn from the latest and most successful case studies, participate in interactive panel sessions, and engage in roundtable discussions with organisations including Air New Zealand, Bank of New Zealand, Vodafone, ANZ, Housing NZ, Coca-Cola Amatil, Auckland Council and the Ministry of Business, Innovation & Employment.

Network with like-minded peers at this dynamic gathering of thought leaders, and share your contact centre challenges, experiences and opportunities in building an efficient modern contact centre.
Download the brochure for full details 

Featured Speakers at this Summit

Megan Papadopoulos

Head of Consumer Connection

Bendigo & Adelaide Bank

Emily Bayford

Contact Centre Channel Manager


Sarina Pratley

General Manager NZ Contact Centre


Rebecca Russell

Head of Contact Centres

Air New Zealand

Daisy Johanas

Sales Centre Manager

Bank of New Zealand

Sheryl North

Channel Lead, Customer at Home

Spark NZ

Claire Sutton

Executive Manager - Customer Insights & Culture

Suncorp NZ

Nina Haslip

Head of Contact Centre

Coca-Cola Amatil NZ

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Media Partner

View all Partners

Who should attend?

Anyone involved in contact centre management and operations in both government & private sector (especially banking & finance, insurance, telco, energy, water, waste management and media):
  • Customer Service 
  • Customer Care 
  • Customer Contact 
  • Customer Engagement 
  • Workforce Optimisation 
  • Contact Centre Operations 
  • Heads of User Experience 
  • UX Managers 
  • CX Managers 
  • Client Relations

Why attend?

  • Learn how Bendigo & Adelaide Bank combined their customer experience with technological innovation and workforce management to deliver a personalised customer experience
  • Hear how AustralianSuper implemented, monitored and upgraded their live chat and chat-bot resulting in greater levels of customer satisfaction and staff engagement
  • Discover how Auckland Council developed a robust recruitment and training programme to drastically reduce attrition rates 
  • Find out how ANZ, Vodafone, NIB Health Funds improved customer retention and satisfaction by leveraging data and technology to develop a successful customer-centric strategy
  • Hear how Toyota created an award-winning contact centre with only 10 staff that set and achieved high-level KPIs and created a buffer against staff attrition 
  • Learn how Spark introduced remote agents, resulting in the same outcomes with a reduced headcount, and a reduction in absenteeism
  • Hear about the latest employee engagement strategies from Coca-Cola Amatil, the Ministry of Business, Innovation & Employment, KiwiBank and Booster 
  • Emulate best practices from Housing NZ, Auckland Council and IAG in adopting emerging digital channels, improving CX and boosting workforce productivity 
  • Join our full-day workshop with Service NSW on how to maintain engagement through digital transformation 
  • Participate in every one of the six interactive roundtable discussions

Sponsorship Opportunities

If you have new and innovative products, solutions, services or technologies relevant to this space, our delegates want to hear from you. We have a number of sponsorship packages available to suit all budgets.
Participate as a sponsor and benefit from:  
  • Strategic branding and presence during the conference   
  • The opportunity to share your latest initiatives, programs, solutions, products or services  
  • Multiple networking opportunities 
  • Who should sponsor? 
  • Telco/internet providers 
  • Recruitment agencies 
  • Contact centre hardware providers 
  • Cloud solution providers 
  • Contact centre outsourcing companies 
  • Process automation vendors  
Interested in showcasing thought leadership and innovative solutions? Contact or call +64 9 890 9450
How can you engage?
You and your team will enjoy unrivalled networking opportunities with senior decision makers during the event’s networking sessions, morning tea, lunch and afternoon breaks.  
Present your company, showcase your knowledge and demonstrate your expertise by speaking to senior decision makers in an open and engaging platform. 
Stand out from the crowd and demonstrate your solution in person with a stand or table display at the event. This can also be used to respond to onsite enquiries or setup meetings with delegates. 
Raise your organisation’s profile and position yourself as an authority in the industry by being branded as one of Contact Centre New Zealand Summit 2019’s partners. You will receive extensive branding opportunities in the lead up to, during and after the event. 


Save With Our Group Discounts




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The event will be taking place at a premium hotel venue in Auckland's CBD and will be confirmed up to 4 weeks before the event.