Transforming Contact Centres through digital transformation, CX innovation and workforce evolution

Pre-Conference Workshop | Tuesday 19 November 2019
Two-Day Conference | Wednesday 20 - 21 November 2019
After the success of the inaugural Contact Centre New Zealand Summit last year, we return to Auckland this November with a strong line-up of 25+ leading contact centre experts and industry gurus to address the three core challenges facing today’s modern contact centre:
  1. Technological developments have enabled contact centres to streamline processes, reduce costs, enhance CX, broaden their market, and improve workforce productivity.

  2. To keep pace with changing customer expectations, contact centres must put the consumer at the heart of their operations through deeper and broader customer engagement.

  3. The diverse needs and skills of a rapidly changing workforce have driven contact centres to constantly evolve their recruitment, training and development strategies.

Join us at New Zealand’s only contact-centre focused conference to learn from the latest and most successful case studies, participate in interactive panel sessions, and engage in roundtable discussions with organisations including Air New Zealand, Bank of New Zealand, Vodafone, ANZ, Housing NZ, Coca-Cola Amatil, Auckland Council and the Ministry of Business, Innovation & Employment.

Network with like-minded peers at this dynamic gathering of thought leaders, and share your contact centre challenges, experiences and opportunities in building an efficient modern contact centre.
Download the brochure for full details 

PLUS, don't miss the pre-conference workshop | Tuesday 19 November 2019

Facilitated by Erik Van Den Top, Wellness & Performance Coach, Transformative Insights

Featured Speakers at this Summit

Megan Papadopoulos

Head of Consumer Connection

Bendigo & Adelaide Bank

Emily Bayford

Contact Centre Channel Manager


Sarina Pratley

General Manager NZ Contact Centre


Rebecca Russell

Head of Contact Centres

Air New Zealand

Daisy Johanas

Sales Centre Manager

Bank of New Zealand

Sheryl North

Channel Lead, Customer In Home

Spark NZ

Nina Haslip

Head of Contact Centre

Coca-Cola Amatil NZ

John Pratt

Manager, Contact Centre Practice


View all speakers

Event Sponsor

View all Sponsors

Who should attend?

Anyone involved in contact centre management and operations in both government & private sector (especially banking & finance, insurance, telco, energy, water, waste management and media):
  • Customer Service 
  • Customer Care 
  • Customer Contact 
  • Customer Engagement 
  • Workforce Optimisation 
  • Contact Centre Operations 
  • Heads of User Experience 
  • UX Managers 
  • CX Managers 
  • Client Relations

Why attend?

  • Learn how Bendigo & Adelaide Bank combined their customer experience with technological innovation and workforce management to deliver a personalised customer experience
  • Hear how AustralianSuper implemented, monitored and upgraded their live chat and chat-bot resulting in greater levels of customer satisfaction and staff engagement
  • Discover how Auckland Council developed a robust recruitment and training programme to drastically reduce attrition rates 
  • Find out how ANZ, Vodafone, NIB Health Funds improved customer retention and satisfaction by leveraging data and technology to develop a successful customer-centric strategy
  • Hear how Toyota created an award-winning contact centre with only 10 staff that set and achieved high-level KPIs and created a buffer against staff attrition 
  • Learn how Spark introduced remote agents, resulting in the same outcomes with a reduced headcount, and a reduction in absenteeism
  • Hear about the latest employee engagement strategies from Coca-Cola Amatil, the Ministry of Business, Innovation & Employment, KiwiBank and Booster 
  • Emulate best practices from Housing NZ, Auckland Council and IAG in adopting emerging digital channels, improving CX and boosting workforce productivity 
  • Join our full-day workshop with Service NSW on how to maintain engagement through digital transformation 
  • Participate in every one of the six interactive roundtable discussions

Sponsorship Opportunities | 2019 & 2020

If you have new and innovative products, solutions, services or technologies relevant to this space, our delegates want to hear from you. We have a number of sponsorship packages available to suit all budgets.
Participate as a sponsor at the Contact Centre Summit in November 2019 or 2020 and benefit from:  
  • Strategic branding and presence during the conference   
  • The opportunity to share your latest initiatives, programs, solutions, products or services  
  • Multiple networking opportunities
Who should sponsor? 
  • Telco/internet providers 
  • Recruitment agencies 
  • Contact centre hardware providers 
  • Cloud solution providers 
  • Contact centre outsourcing companies 
  • Process automation vendors  
Interested in showcasing thought leadership and innovative solutions? Contact or call +64 9 890 9450
How can you engage?
You and your team will enjoy unrivalled networking opportunities with senior decision makers during the event’s networking sessions, morning tea, lunch and afternoon breaks.  
Present your company, showcase your knowledge and demonstrate your expertise by speaking to senior decision makers in an open and engaging platform. 
Stand out from the crowd and demonstrate your solution in person with a stand or table display at the event. This can also be used to respond to onsite enquiries or setup meetings with delegates. 
Raise your organisation’s profile and position yourself as an authority in the industry by being branded as one of Contact Centre New Zealand Summit 2019’s partners. You will receive extensive branding opportunities in the lead up to, during and after the event. 


Save With Our Group Discounts




5%OFF 10%OFF 15%OFF


Heritage Auckland

35 Hobson St, Auckland CBD, Auckland 1010
Conference Room: Robert Laidlaw
Workshop Room: Calder Mackay 1

Casual valet parking is available for a reduced rate of $35.00 per vehicle per day (normally $45.00 per day), this is subject to availability only. Parking is also available for conference attendees at Wilson Car Park (corner of Wyndham & Hobson Streets) which is directly across the road from the Conference Centre entrance on 11 Wyndham Street.
Heritage Auckland is offering the following room rates:
Superior rooms - $252 per room per night*
Deluxe suite - $286 per room per night*
*subject to availability
To book, please get in touch with the reservations team on 0800 36 88 88 or Please mention you are attending the Aventedge conference on Nov 20-21.