Elias Kanaris
CEO, CCNNZ (Contact Centre Network New Zealand)
Elias Kanaris is CEO of the Contact Centre Networking New Zealand (CCNNZ), where he champions excellence, collaboration, and innovation across the contact centre community. With deep experience in customer service strategy, operations, and leadership, Elias works closely with organisations to elevate agent capability, align CX with business performance, and foster cross-sector learning.
Day 1
9:50
Panel: AI That Delivers: What’s Actually Working for People in the Contact Centre in 2025?
Where AI adds value (and where it doesn’t)
Lessons from chatbot, IVR, and agent-assist tools that truly enhance and not replace people
Avoiding automation fatigue and customer frustration
Day 1
4:30
Panel: Agent Experience Reimagined: Winning in a Tough Talent Market
Rebuilding the role - What does the agent of 2026 look like?
Repositioning the contact centre agent as a growth contributor, not a script reader
Redesigning job structures to support more meaningful, sustainable work
What younger and diverse talent actually value in CX careers
Day 2
9:50
Panel: Using Real-Time Data to Elevate Every Interaction
Turning live customer signals into in-the-moment support and escalation
Aligning data use with agent workflows to drive faster, better outcomes
How contact centres can use customer data in real-time without breaching trust or privacy
What leading teams are doing differently in 2025
Day 2
2:40
Closing Panel: Future-Proofing the Experience Function: Where CX & Service Converge
Emerging roles and team structures that bridge experience and service
What the next 3 years look like for customer-centric organisations
AI, decentralisation, and leadership alignment