Customer expectations and workforce dynamics are reaching a tipping point. CCW Australia and New Zealand 2026 offers a practical roadmap for navigating these industry shifts. We have analyzed the schedule, mapped the key topics, and highlighted where the most valuable conversations will happen.
As someone who has navigated the complexities of customer service, I understand the challenge of balancing technology with genuine human connection. If you are a CX leader striving to build seamless and empathetic contact centres, this guide helps you navigate the full agenda, understand the strategic themes driving this year’s event, and maximize your ROI.
Table of Contents
- What is CCW Australia and New Zealand 2026 and who should attend?
- Why should CX leaders attend CCW Australia and New Zealand 2026?
- CCW Australia and New Zealand 2026 by the Numbers
- Key Strategic Themes
- Key Keynote Speakers and Sessions
- Day-by-Day Agenda Breakdown
What is CCW Australia and New Zealand 2026 and who should attend?
CCW Australia and New Zealand 2026 takes place on March 18 to 19 at the Royal Randwick Racecourse in Sydney. The event brings together CX, contact centre, and service delivery leaders from across enterprise and government sectors.
For the first time, CCW ANZ and GovCC will combine into one dynamic experience. The conference is designed for decision-makers who want to turn strategy into action.
Attendees will explore how AI, automation, and human-centred design are redefining customer service. The program includes workshops, debates, networking, and problem-solving sessions.
Why should CX leaders attend CCW Australia and New Zealand 2026?
The customer contact landscape is evolving rapidly with the introduction of new technologies. CCW Australia and New Zealand 2026 provides direct access to the latest strategies for workforce innovation and AI integration.
Leaders can evaluate new operating models before mainstream adoption. The event offers a platform to see live technology demonstrations and build roadmaps for the future.
Attendees will learn how to untangle customer experience from outdated metrics. The focus is on building trust and real human connection supported by intelligence.
CCW Australia and New Zealand 2026 by the Numbers
- 70 plus confirmed speakers from leading organisations
- 2 days of strategic sessions and networking
- 8 Interactive Discussion Groups covering critical industry challenges
- 1 exclusive keynote conversation with cricketing legend Adam Gilchrist
Key Strategic Themes
Humanising AI and Automation Artificial intelligence is transforming contact centres, but the human touch remains critical. Sessions will explore how to balance AI efficiency with empathetic customer interactions.
Organisations must learn to use Agentic AI as a supportive layer. This approach allows agents to focus on complex problem-solving and meaningful connections.
The Workforce Revolution Engaging and retaining the next generation of talent requires new strategies. The event will cover innovative approaches to employee success, learning, and development.
Leaders will discuss how to equip teams with high-impact skills. This reduces dependency on technical departments and drives cross-functional collaboration.
Reimagining Customer Trust Generic communications often go unanswered, which costs brands valuable opportunities to connect. Building trust through verified identity and rich media messaging is a growing priority.
Presentations will show how branded communications can reduce fraud and strengthen credibility. Trust will become a significant competitive edge in 2026.
Key Keynote Speakers and Sessions
Adam Gilchrist will deliver an exclusive conversation on leadership and performance. The former Vice-Captain of the Australian cricket team will share insights on building a high-performance culture.
Kris Ram from CDM Direct and Shehara Hapugalle at Zoom will present on breaking the metrics trap. They will explain how AI-powered workflows can transform fragmented processes into seamless conversations.
“In 2026, the winners will be organisations that untangle customer experience from old scorecards and reframe it around trust, context and real human connection supported by intelligence.”
Mahendra Mane and Raj Shah from Vonage will explore branded communications. Their session focuses on transforming unknown interactions into trusted customer experiences.
Basil Botoulas from Sprinklr will discuss proving return on investment in the AI contact centre. He will outline how a unified CX platform reduces handle time and improves the agent experience.
Day-by-Day Agenda Breakdown
Day One: Wednesday, March 18 The conference begins with a high-level look at the forces reshaping customer contact in Australia. A keynote panel will then explore what the next phase of customer service demands from contact centres.
The morning features Adam Gilchrist’s session on mastering leadership under pressure. Afternoon activities include Interactive Discussion Groups and panels on redesigning the agent experience.
The day concludes with The Winner’s Circle Awards and Party. This provides an opportunity to celebrate industry excellence and network with peers.
Day Two: Thursday, March 19 The second day starts with a focus on reimagining customer trust through branded communications. A keynote panel will then examine how contact centres are shifting to strategic drivers of brand loyalty.
Attendees can participate in the Technology Demonstration Drive to experience live platform capabilities. Afternoon sessions will cover the future of learning and building resilient teams for the next decade.
The event wraps up with closing remarks on turning insights into practical actions. This ensures delegates leave with clear strategies for driving growth and innovation.
In a world where AI and personalisation converge, CX leaders will redefine what it means to connect with customers. Are you ready?
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