Penny Burgess

General Manager, Customer Delivery, TSB New Zealand

Penny is a senior financial services leader with over 20 years of experience in risk, operations, product management, and distribution. At TSB, she leads customer-facing teams, leveraging her expertise to enhance customer care and help the bank achieve its goal of being the easiest to deal with. Penny’s energetic, values-driven leadership builds highly engaged teams, and she’s passionate about delivering exceptional service while supporting TSB’s profit-for-purpose model.

Day 1

9:00

Human-Centric Contact Centres in a Digital-First World

Preserving empathy and service quality amid automation
When customers want a person, not a process
Empowering agents to deliver real value