Transforming Customer Experience & Reducing the Cost of Service Delivery through People, Processes and Technology

In an increasingly digital world, the contact centre is the human touch point in the customer journey, and often represents the biggest opportunity for differentiation from your competitors.

In 2018, the contact centre's role is changing - no longer focussed on repetitive transactional tasks with hundreds of FTE’s; but moving to leaner centres with lower FTEs, solving more complex problems. To be successful, Contact Centre Leaders need to effectively balance the personalisation of service against the cost of delivery, all while staying ahead of rapidly changing customer expectations.

Transforming people, processes, and technology can help your company broaden its understanding of the customer experience and provide high-quality contact.

The 2018 Contact Centre Leader’s Exchange is an invite-only event, focused on only the most senior decision makers for contact centres. Like you, they will be in the midst of their own contact centre transformation, and are looking to share their insights into their own experiences and learn from yours.

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Why the Exchange is Different

INVITE ONLY EVENT

Access exclusively limited to Head/Director/General Manager of Contact Centre only from ASX 200, multi–nationals and the largest government agencies, so you can forge relationships with executives of the highest credentials.

EXPAND KNOWLEDGE AND THOUGHT LEADERSHIP

Conference and discussion sessions led by absolute thought leaders sharing case studies, best practices and updates most relevant to your current priorities.

SOLVE YOUR BIGGEST CHALLENGES

Access exclusively limited to Head/Director/General Manager of Contact Centre only from ASX 200, multi–nationals and the largest government agencies, so you can forge relationships with executives of the highest credentials.

TIME-EFFECTIVE WAY TO COMPARE LEADING PROVIDERS

Meet and compare all the industry leading solution providers relevant to your business needs in only three days in a productive format.

ONE-ON-ONE MEETINGS WITH SOLUTION PROVIDERS

Your chance to discuss your organisational requirements, ask questions, and tailor solutions to your business needs.

NO EXHIBITION BOOTHS

Focused collaborative meetings with market leading solution providers and top-tier executives.

EXCLUSIVE RETREAT-STYLE FORMAT

Each attendee is expected to be available for the full two-and-a-half days at the Exchange’s exclusive hotel setting, accompanied by two nights complimentary accommodation and meals. This guarantees almost 72 hours of valuable social engagement.

DELEGATE PROFILING

Every attendee will be profiled to ensure a personalised itinerary and customised experience.

2018 Speakers

Grant McBeath

Interim CEO Spark NZ Home, Mobile and Business
Spark New Zealand

Mark Baylis

Vice President, Customer Service and Digital Customer Engagement
Optus

Jenny Squire

General Manager Customer Operations
Genesis Energy

Claire Johnston

Head of Business Customer Care
Telstra

John Merritt

Head of Customer Care
EnergyAustralia

Campbell Wright

General Manager Contact Centres
ANZ

Lauren Reid

Head of Insurance Direct Service
MLC Insurance

Megan Papadopoulos

Head of Call Connection
Bendigo & Adelaide Bank

Why Sponsor?

Speak to the Right People at the Right Time

Every attendee has to go through a 30 minute interview where they have to explain their planned investments over the next 6-12 months. This information is made available to you in advance to allow to prepare effectively. This ensures that your top sales people are speaking to the right people, at the right time.

Exclusive Senior Audience Only

  • Executive attendance from ASX 200, multi–nationals and largest government agencies only
  • Industry Leading Solution providers
  • Inspiring Speakers and Thought Leaders

Pre-arranged Business Meetings with Qualified Prospects

  • Sponsors identify and are matched with the clients they want to meet
  • Sponsors select 6-8 Attendees with whom to have private one-on-one meetings during the Exchange
  • Sponsors will get the opportunity to offer relevant solutions to top prospects
  • Build relationships with industry leaders who can make critical decisions on the future of their contact centre transformation

Delegate Profiling

  • Every attendee will have a personalised itinerary for the full two days tailored to their business needs
  • To make this happen, all delegates will be profiled beforehand by our expert Delegate Acquisition Director

Exclusive Retreat-style Format

  • Each attendee is expected to be available for the full two-and-a-half days
  • Attendees will receive complimentary accommodation and meals at the Exchange’s exclusive hotel setting
  • This guarantees almost 72 hours of valuable social engagement

The Exchange Format

KEYNOTE ADDRESS

Pioneering industry speakers, capable of ifiluminating opportunities for business transformation address the whole audience at the open and close of each day.

NETWORK & EXHIBITION AREA

Delegates often tell us that the new network of contacts they form is one of the most valuable ongoing benefits of their participation. Because of the unique structure of the event the networking is not accidental and the shared problem solving results in a depth of contacts impossible to achieve at other events. With the combination of solution providers, speakers and delegates sharing their information and services, the exchange of contacts and ideas continues long after the event.

CONSULTATIVE MEETING ROOM

Each 30 minute meeting is set with the goal of exploring solutions to current challenges and examining the potential for future business partnerships. Consultative meetings are scheduled at the request of delegates and solution providers subject to business requirements and are the perfect opportunity to meet in a relaxed environment.

CONFERENCE & WORKSHOP DISCUSSIONS

Exchange discussions move beyond the talk... by combining innovative experience, positive trends are kicked into action, failing trends are terminated and visions are created along with plans for implementation. Your particular issues are put under the spotlight and with an open mind you can embrace the potential solutions that will emerge through group discussions.

Attendee Qualification Criteria

We qualify all attendees on job function, strategic responsibility, and budgeting authority to ensure you’re guaranteed to meet and engage with an elite group within the contact centre industry.

To learn more about our Attendee Qualification Criteria, please get in touch with us below!

Enquire as a Delegate

Christine
Head of Delegate Sales - IQPC Exchange
02 9229 2419

INQUIRE AS DELEGATE

Enquire as a Sponsor

Collin Lawrence
Partnerships Director
02 9229 1050

INQUIRE AS SPONSOR

Sponsor Testimonials

We have been successfully running exchange events internationally for several years. The video below will give you an insight into why the format is so highly regarded by both solution providers and end users.

Sponsors & Exhibitors
Media Partners