About the Forum

The Digital Customer Care, Contact Center and Experience Forum 2016 explores the importance of digital in transforming your customer services and contact center performance to maximize your competitive success amidst digital disruption in customer engagement.

Hear cutting-edge insights delivered by visionaries and industry professionals across multiple industries and learn how you can adopt best practices to craft your very own digital customer care strategies for effective and seamless digital customer experiences that thrive above changing customer expectations in the digital age across a myriad of platforms.


Why Join This Forum


  1. Craft an effective, easily implementable roadmap for digitizing your customer services and contact center
  2. Scale greater heights in service excellence and innovation through digital contact centers
  3. Achieve a customer-centric business culture that thrives above changing customer expectations in the digital age
  4. Optimize self-service channels for enhanced customer engagement and empowerment
  5. Uncover the key building blocks of a successful digital contact center
  6. Unlock the power of digital in maximizing customer lifetime value
  7. Deliver a seamless omni-channel experience across all customer touchpoints
  8. Optimize the migration journey of your customers from traditional to digital channels
  9. Maximize value and satisfaction for customers to drive loyalty through digital services
  10. Discover the key to creating effective emotional engagement with your customers through digital platforms

Featured Speakers

  • Antoine Casgrain
    Director of Workforce Planning, National Bank of Canada
  • Jason Flanagan
    Head of Digital, Business & Asset Finance, Customer Contact Centres, Westpac
  • Patrick Nesbitt
    Head of Channel Optimisation, Australia Post
  • Jesper Lowgren
    Principal Consultant, Telstra
  • John Dardo
    Assistant Commissioner Digital Strategy and Design (CS&S), Australian Taxation Office
  • Roger Christie (TEDx Speaker)
    Managing Director, Social2Business Pty Ltd
  • Katie Hart
    Senior Project Manager, Omni-Channel Contact Centre, Sunsuper
  • Gerard Smith
    Senior Manager, eBusiness and Contact Centres, Teachers Mutual Bank
  • Peter Buckmaster
    Director of Digital Services, NSW Department of Education
  • Ross McDonald
    Director, Resilire
  • Danielle Cerin
    Multi-Channel/Digital Manager, Janssen, Pharmaceutical Companies of Johnson & Johnson
  • Gaston Guernik
    Creative Director and U/X Expert, Guernik
  • Leigh Price
    Social Media Analyst, Amicus Digital
  • Ian Aitchison
    Chief Executive Officer, COPC Asia Pacific Inc

Past Participating Companies

Top Companies from Australia Include:

  • Adidas Pty Ltd
  • AIA Australia
  • AMP Capital
  • ANZ
  • Australia Post
  • Avant
  • Bankwest
  • Benetas
  • Bupa
  • Department of Human Services
  • Estee Lauder
  • First Mortgage Services
  • LexisNexis
  • LotteryWest
  • Macquarie Bank
  • Metro Trains Melbourne Pty Ltd
  • National Australia Bank
  • NSW Office of State Revenue
  • Optus
  • PwC
  • Randwick City Council
  • RMIT University
  • Royal Freemasons
  • RSL Care
  • Salmat
  • Sanofi Pasteur
  • Sydney Water
  • Teachers Mutual Bank
  • Telstra
  • Townsville City Council
  • Toyota Motor Corporation Australia
  • Visa AP (Australia) Pty Ltd
  • Westpac Banking Corporation