Hayley McNab

Head of Customer Care

The Warehouse Group

Hayley McNab is the Head of Customer Care at The Warehouse Group, a multi branded retailer in New Zealand. In this role Hayley looks after the Customer Care teams for The Warehouse, Warehouse Stationary, Noel Leeming, Noel Leeming’s Bookings& The Market. They provide services for customers on Voice, Live Chat, Email & social media.

Hayley's experience ranges across retail & telecommunications industries and has had leadership roles with on & offshore teams. Hayley is passionate about her people & providing the best experiences for customers.

SESSIONS

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