top of page
speaker headshot template.png

Rochelle Hedley

Head of Channel Excellence, Auckland Council

Rochelle Hedley is the Head of Channel Excellence at Auckland Council, bringing over 20 years of experience in contact centre leadership and operational transformation. She has previously led billing and payments teams at Vodafone New Zealand, focusing on enhancing customer experience and operational effectiveness. Rochelle is passionate about developing high-performing teams and driving continuous improvement in customer service delivery.

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

bottom of page