27th and 28th April 2017 | Rydges Auckland, New Zealand

Jayne Lapin


Head of Customer Services
Earthquake Commission (EQC)


12:40 PM PANEL DISCUSSION: What will the Contact Centres of the Future Look Like?

  • What channels will customers be using in the next years?
  • How will this one-platform approach to customer interaction affect contact centres in the future?
  • What skills sets will staff need in order to remain efficient and multi-skilled?
  • How will contact centres use analytics and data on their customers with new technologies?
  • Will Siri replace contact centre staff and how will self-service affect the traditional contact centre?

4:15 PM Doing More with Less in a Digital Environment

  • Discussing innovative ways to overcome budget restraints
  • Exploring ways to work around old IT platforms, restrictions, and staff habits
  • Identifying strategies to keep staff motivated and engaged with effective training
  • Addressing social media techniques, and how this can enhance customer interaction on a low budget


Check out the incredible speaker line-up to see who will be joining Jayne.

Download The Latest Agenda