Wednesday, July 29

Sydney Opera House

The power of partnerships: winning together in the agentic age

An exclusive in-person event in Sydney for CX leaders across APAC responsible for contact 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.

Unlock new opportunities

See how Cresta's AI application layer enhances existing CCaaS platforms with market-leading AI, helping organisations maximise the technology they already have. Hear how customers are transforming agent performance, customer experiences and business results.

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, 2026

Agenda

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8:30 – 9:00am

Arrival & networking

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

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9:00 – 9:20am

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 – 10:20am

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.

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10:20 – 11:00am

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.

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11:00 – 11:15am

Morning Break

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11:15am – 12:00pm

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.

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12:00 – 1:20pm

Lunch & Guest Speaker

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.

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1:30 – 1:40 PM

Welcome Back

Welcome to the afternoon session and an outline of what's ahead.

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1:40 – 2:00 PM

The AI Opportunity & Cresta Vision

Why now is a pivotal moment for AI in contact centres, and what it means for organisations building around it. Cresta's vision, product introduction, what we've built, and what we're building.

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2:00 – 2:50 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 ahead of any public announcement.

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2:50 – 3:20 PM

Customer Stories

Hear directly from organisations using Cresta today. They'll share background on their approach, what their teams said, and what they'd tell a peer weighing up the same move.

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