Greg McAllister
Independent Consultant
Greg is the Head of HR Consulting at OCG Consulting & General Manager Christchurch RGF Staffing. Greg led the entire NZ business but recently stepped back to pursue a more balanced lifestyle. He now leads the Christchurch business and nationally the Career Transition and Assessment practices from his home town in Canterbury. He has worked as an HR consultant and the early part of his career was in career management and outplacement consulting. He is an avid long-distance cyclist, recently completing the Tour Aotearoa 3,000km course raising awareness and fundraising for his favourite charity, Heart Kids NZ. Greg brings the experience of over 25 years in human resource management and line management across a variety of sectors including Banking and Finance, Investments, Telecommunications, Health and Consulting.
SESSIONS
Day 1
8:50
Chairperson’s Opening Address
Greg McAllister, Independent Consultant
Day 1
11:30
Panel: Transforming Contact Centre Excellence: Striking the Balance between Automation and Human Touch
Harnessing AI-powered chatbots, self-service tools, and customer understanding to increase engagement and elevate CX with human touch.
How investing in agent training, feedback mechanisms, and gamification to cultivate a workforce enhance customer experiences.
Delivering the best of both worlds to meet the demands of a diverse customer base.
Moderator: Greg McAllister, Independent Consultant
Rochelle Hedley, Head of Channel Excellence, Auckland Council
David Sherning, National Investigations Manager, NZ Post
Hayley McNab, Head of Customer Care, The Warehouse Group
Matt Hanrahan, Solutions Consultant – Product, Digital Island
Day 2
8:50
Chairperson’s Opening Address
Greg McAllister, Independent Consultant
Day 2
10:00
Panel: Navigating the CX Landscape to Enhance Customer Journey and Maintaining Customer Relationships
Optimising customer experiences through meticulous mapping of customer touchpoints and preferences.
Addressing technical challenges in omnichannel implementation by prioritising the security and privacy of customer data.
How to stay ahead of the curve by embracing future trends and innovations to shape the customer engagement.
Moderator: Greg McAllister, Independent Consultant
Jody Bews-Hair, General Manager Customer, Honda NZ
Jessica Withnall, Contact Centre Operations Manager, ACC New Zealand
Jae Stowers, Manager Customer Contact Group, Tertiary Education Commission
Richard Winterburn, Channel Business Development Manager, Digital Island