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
Kim Phillips
Head of Customer Operations and Tyro Health Tyro
Pre-event Workshop Day
9:30 AM Workshop A: Modernising Contact Centre Operations: Legacy Service Economics Driving Higher Cost-to-Serve, Improving FCR while Lowering Unit Cost
A practical, execution-focused workshop unpacking how legacy contact centre models are driving unnecessary cost-to-serve — and what leaders need to change to improve performance without increasing spend.
The session will explore:
How to reduce repeat contact, improve first contact resolution (FCR), and streamline frontline operations by addressing root causes, simplifying processes, and modernising tooling.
Move beyond theory, to focus on tangible ways to lower unit cost while protecting (and improving) customer experience — giving attendees clear actions to stabilise demand, reduce inefficiency, and drive more commercially sustainable service operations.
The Customer Show - Agenda Day 2
2:50 PM Panel Discussion: Scaling AI Agents Safely: Reducing Cost Without Increasing Complaints
- Hardening escalation to address failed handoffs and lost context, reducing repeat contacts and dissatisfaction
- Improving accuracy to address confident wrong answers, protecting trust and reducing complaint risk
- Standardising knowledge to address fragmented policies and content, improving consistency and quality outcomes
- Optimising containment to address automation that stalls, increasing self-serve completion and lowering unit cost
- Operationalising monitoring to address drift and degradation, stabilising performance over time
Check out the incredible speaker line-up to see who will be joining Kim.
Download The Latest Agenda
