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Customer Contact Week Australia and New Zealand 2020

February 25, 2020 - February 28, 2020

For years, contact centres have worked in siloes, focused on responding to customer calls in a fast and efficient manner. Those days are long gone! Contact Centres are ready to emerge as the hero of customer experience, embracing a new way of working that goes way beyond transactional activity towards an empowered customer relationship management.

As the industry gears up to take on this new high-status value-driven role within the CX framework, Customer Contact Week 2020 will provide you with the necessary roadmap and tools to adapt your People, Process, Technology and Customer Service Delivery strategy toward this new frontier.

We’ll bring together pioneering organisations to discuss how they are successfully navigating this change and transforming their Contact Centres into a unified CX Hub that will forever change the way customers connect.


CCW Executive Club

In 2020 we have designed a separate dedicated stream – CCW Executive Club! This will be a closed-door session for C-level, VPs, GMs, Directors and Heads from Customer Experience and Contact Centres. Delve into the difficult, need-to-know questions all leaders should be thinking about when shaping their future strategy.

“Island Paradise” Theme Awards Night, Sponsored by the Fiji Consulate!

CCW kicks off with our popular Awards Night! Join us on the 26th February for a fun Island Paradise night to remember.

Peer-to-Peer Knowledge Exchange

We understand the power of connecting with your industry peers who have “been there, done that” – especially when you are grappling with the same challenge. To make your life easier, we will profile your needs when you register and ensure you get matched to relevant industry colleagues during your onsite experience!

Book Signings & Free Giveaways

We’ve got two exciting book signings happening at CCW 2020 from our chair Simon Banks and his book A Thousand Little Lightbulbs as well as Lawrence Mitchel, Chief Customer Officer of Sumo Salad with Success without Stress self-help guide!

Bigger speaker faculty than ever before….70+ speakers!

We’ve gone more senior and international, bringing the best of the best to the stage! Look out for Chief Customer Officer debates as well as Global insights from Uber, Expedia, AirAsia, Wells Fargo, Yum! and Ford USA.

Celebrity MC

Get Excited! Simon Banks, celebrity speaker, author and industry thought leader will join us at CCW to MC the event and give away free signed copies of his new book, A Thousand Little Lightbulbs!

An Experiential Exhibition Hall

The most comprehensive and cutting edge solution providers will be on-hand to walk you through customer contact technologies that can enable your business

Brilliance Clinics

We’ve introduced peer-led discussion break-out sessions on the morning of day 2 to drive more interaction and idea-sharing across key topic areas

3 Dedicated Site Tours

Seeing is believing! Auto & General, Allianz World Wide Centre and NBN Co will take you on a grand tour around their contact centres to see first-hand their newest transformations

6 in-depth workshops

Accelerate your knowledge through a choice of 6 practical deep-dive workshops – limited seats available.


February 25, 2020
February 28, 2020




Gold Coast, Queensland Australia + Google Map