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Daniel Pickering

Director of Enterprise Growth, Probe CX

Daniel Pickering is Director of Enterprise Growth at Probe CX, helping some of New Zealand’s largest organisations re-imagine customer experience through digital, automation, and human expertise. In this session, he will share how natural language IVRs and omnichannel solutions are reshaping CX in New Zealand- before Dr Mike Banbrook demonstrates Oration live.

Day 2

11:40

Evolution of CX in NZ

  • Customers expect automation to feel natural—see how frictionless, conversational IVRs are replacing outdated menus

  • How NZ organisations are using voice and digital tech to boost satisfaction, deflect volume, reduce escalation and cx costs.

  • Lessons from evolving CX expectations and where voice-led design fits in the broader channel mix

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