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
Manuela Metz
Head of Contact Centre Australian Motoring Services
The Customer Show - Day 1 Agenda
3:50 PM Case Study: Fix Before You Digitise: Improving Contact Centre Performance Without New Technology
This session shares how Australian Motoring Services improved cost-to-serve, productivity and customer outcomes by simplifying processes, strengthening operational discipline, and building capability and accountability across the contact centre without major technology investment.
It will cover the problems faced, the constraints in play, and the practical changes made across people, process and operating rhythm, along with honest lessons on what delivered impact quickly, what didn't, and where this approach reaches its limits.
Attendees will gain a clear view of how to measure success without relying on new tools, and where technology starts to make sense once strong operational foundations are in place - offering a highly practical blueprint for leaders under pressure to deliver results now.
Check out the incredible speaker line-up to see who will be joining Manuela.
Download The Latest Agenda
