Agenda & Speakers Topic
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Event Agenda (All times in NZT)

08:00 AM – Registration Opens & Networking Coffee
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09:00 AM – Event Starts
    • Welcome from Great Outcomes
        - Giles Potter, Director and Event Host
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09:20 AM – Casey Harper
    - Support Experience Channel & Product Manager, Trade Me

Casey will share Trade Me’s journey implementing an AI chatbot that achieved a 28% automation rate for chat in just four months. Her session will cover securing executive buy-in, integrating AI into operations, and how automation is improving both customer and staff experience.

‍10:00 AM – Carl Olsen
   - General Manager Operations, Sharesies
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Carl will share how Sharesies’ launch of an AI agent in August 2024 lifted self-service to 60%, cut response times from days to minutes, and boosted both customer satisfaction and team engagement - while preserving high-care, personalised support.

10:40 AM – Morning Tea

‍11:15 AM – Kunal Kumar
    - Customer Experience Manager, Xero

Kunal will discuss how Xero uses generative AI to assist frontline specialists in handling customer queries. He’ll delve into their strategic rollout, team education, change management, and plans to expand AI use to support complex case resolution across the organisation.

‍11:50 AM – Kelly Brickley
    - Principal Consultant, COPC

Kelly will provide a realistic view of AI in contact centres, grounded in decades of global experience. Her session will address key AI trends, strategic use case selection, ethical implementation, and real-world success stories that demonstrate how AI can complement human services.

12:20 PM – Deep Purohit
    - Head of IT, Service Foods

Deep will present how migrating to a new platform and integrating AI transcription has transformed Service Foods’ contact centre. He’ll highlight improvements in order speed, accuracy, and 24/7 service, and explore how automation is driving operational efficiency and better customer experiences.
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1:00 PM – Lunch Break

‍2:00 PM – Panel Discussion
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     - Ashley Davies - CX Manager, Hill Labs
    - Bridgette Dalzell - Executive Manager, IAG
      - Sinéad Stayton - Head of Customer Love, My Food Bag
     - Ingrid Cronin-Knight - Chief Growth & Sustainability Officer, Waste Management

Balancing AI and the Human Touch in Customer Service

‍As automation and AI reshape customer service, how can leaders strike the right balance? Join our expert panel as we explore the future of CX and EX, from omnichannel excellence to AI-powered support - what’s working, what’s not, and what’s next.

3:00 PM – Toni Francis
    - Team Leader, Customer Service, Terra Cat

Toni will share Terra Cat’s AI initiative, focusing on the development and design of new technologies. She’ll provide insights into how these innovations are enhancing team accuracy, growth, and the overall customer experience.

‍3:40 PM – Closing Remarks & Prize Draw (Online Streaming Ends)

‍4:00 PM – Final Networking & Drinks

‍4:30 PM – Event Ends

Online Experience

We’ve got an exciting line-up of exhibitor-led sessions on Day 1 (Wednesday) and Day 2 (Thursday)! Discover the latest in contact centre and customer experience technology, and explore how AI is transforming the industry. Don’t miss out - take a look at what’s in store!

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