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
Lauren Oliver
Customer Experience Manager The Oodie
The Customer Show - Day 1 Agenda
4:20 PM Case Study: Redesigning Contact Centre Operations: Improving Efficiency, Experience and Team Performance at Oodie
Join Chief Operating Officer, Michele Fitzgerald, and Head of CX, Lauren Oliver, for a review of the transformational changes made to the CX team at The Oodie.
This case study will walk through how The Oodie completely redesigned their organisational structure and embraced technology to overcome their peak season challenges.
Find out how Oodie:
- Achieved a reduction in first response time during peak season from 4 days to 44 seconds
- Rolled out automation and help centers which reduced tickets by 50% across the year
- Enabled a more stable agent base throughout the year, that has improved quality of responses and boosted CSAT scores
Check out the incredible speaker line-up to see who will be joining Lauren.
Download The Latest Agenda
