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
Tarnya McKenzie
Chief Customer Officer City of Port Phillip
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
2:50 PM Panel Discussion: Redesigning CX Organisations for AI: Evolving Teams, Roles and Capability at Scale
- How AI, automation and self-service are reshaping how customer teams are structured, managed and measured
- The shift from volume-driven models to leaner, capability-led organisations built around specialist roles and automation
- What effective transformation looks like in practice — including changes to middle management, frontline dependency and required skills
- How leaders are balancing productivity gains with experience quality
- Which roles are emerging or disappearing, and how to redesign teams for measurable impact
3:30 PM Panel Discussion: Embedding Generative AI Safely: Protecting Brand, Data and Trust
- Stress-testing economics to address optimistic projections, improving ROI integrity and credibility
- Defining red lines to address trust and compliance exposure, protecting customers and brand outcomes
- Agreeing measures of success to address KPI sprawl, proving impact in cost-to-serve, retention and resolution speed
- Capturing next-step commitments to address post-event inertia, converting decisions into 90-day plans
- Ranking bets to address scattered roadmaps, concentrating investment on highest-return initiatives
Check out the incredible speaker line-up to see who will be joining Tarnya.
Download The Latest Agenda
