The #1 CX Forum in Australia
Experience the Most Valuable Gathering Across The
Entire Customer Experience Ecosystem
August 5-6, 2026
| The Atrium, Flemington Raceway, Melbourne
Ashley Humphrey
Head of Customer Operations Aurora Energy
The Customer Show - Agenda Day 2
1:20 PM Fireside Chat: From Cost Pressure to Performance: Rewiring Contact Centre Operations to Improve Cost, Capability and Customer Outcomes
As cost pressure intensifies, contact centres are being forced to rethink how they operate not just to reduce cost, but to improve performance in a sustainable way.
This session explores how organisations are practically reworking operations to streamline processes, remove inefficiencies and lift frontline capability.
It will focus on real-world approaches to improving productivity, resolution quality and customer outcomes, and how these changes translate into measurable reductions in cost-to-serve.
Attendees will gain a clear view of what actually works when driving performance improvement in a constrained environment — and how to move from isolated fixes to sustained operational impact
Check out the incredible speaker line-up to see who will be joining Ashley.
Download The Latest Agenda
