Wednesday, July 29

Sydney Opera House

Join us to learn about the AI opportunity in CX

An exclusive in-person event in Sydney for CX leaders across APAC responsible for contact center operations and customer experience. Hear from Cresta's CEO, Ping Wu, on the future of AI in this space, and from former Telstra CMO Brent Smart on why human connection will become an even greater competitive advantage as AI transforms these interactions.

Understand the moment

Get Cresta's perspective on where AI in contact centres is heading and what it means for the organisations building practices around it. Walk away with a clear view of the market opportunity and where partners are best positioned to win.

See what's possible

Experience Cresta's platform through real-world scenarios: demonstrated live, anchored in outcomes. Hear how customers are already using it and what changed for their teams and their customers.

Learn from a leading voice

As AI transforms customer experience, what will set leading organisations apart? Hear Brent Smart's perspective on the role of human connection, brand, and emotion in a world increasingly shaped by AI.

Event agenda

July 29th

Agenda

8:30 – 9:00 AM

Arrival & networking

Arrive, settle in, and connect with fellow attendees before the day begins.

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9:00 – 9:20 AM

Welcome

Opening remarks to set up the day and frame the partner opportunity in a fast-moving AI market. When you can build, buy, or partner, why this moment makes partnership the right choice.

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9:20 – 10:20 AM

The market opportunity & Cresta vision

Why now is a pivotal moment for AI in contact centres, and what the opportunity looks like for partners building practices around it. Cresta's view on where AI in CX is heading, how we differentiate, and what that means for the partners building alongside us. (Speaker: Ping Wu)

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10:20 – 11:00 AM

Fireside chat: Q&A

Hear from Cresta and Firstsource executives as they discuss the evolving BPO landscape, how strategic partnerships are changing how they go to market, and ultimately the future of the contact centre operation. (Speakers: Ping Wu, Firtsource, Lukasz Szostak, Brian Vella)

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11:00 – 11:15 AM

Morning break

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11:15 AM – 12:00 PM

The Cresta partner program

A practical look at how Cresta goes to market with partners: co-sell motions, deal economics, enablement, and the support behind each partner type. (Speaker: Brian Vella)

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12:00 – 1:20 PM

Lunch & guest speaker: Brent Smart

As AI reshapes customer experience, the organisations that win will be the ones that figure out how to combine it with something AI alone can't replicate: genuine human connection. Brent Smart, most recently Telstra CMO, has spent his career understanding what makes customers feel something, not just transact. His perspective on where humans and AI belong together is exactly the conversation this moment calls for. (Speaker: Brent Smart)

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1:30 – 1:50 PM

Welcome

Opening remarks to set up the day and frame the opportunity for organisations in a fast-moving AI market. (Speaker: Andrew Cannington)

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1:50 – 2:30 PM

The AI opportunity & Cresta vision

Why now is a pivotal moment for AI in contact centres, and what it means for the organisations building around it. Cresta's vision, product introduction, what we've built and what we're building, plus a first look at the roadmap before Darren goes deeper. (Speaker: Ping Wu)

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2:35 – 3:35 PM

Product showcase + roadmap preview

Cresta's platform shown through real-world scenarios: what's possible in practice, and what it means for the teams using it every day. Plus an early look at where Cresta is headed, shared with this group ahead of any public announcement. You'll leave knowing what's coming and when. (Speakers: Ping Wu & Cindy Huang)

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3:35 – 3:45 PM

Afternoon break

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3:45 – 4:45 PM

Customer stories (Andrew Cannington)

Hear directly from organisations using Cresta today. Short prepared remarks followed by an open conversation about what changed, what their teams said, and what they'd tell a peer weighing up the same move.

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