By Mark Atterby
The InterContinental Melbourne The Rialto is a historic 5-star luxury hotel located at 495 Collins Street in the heart of the Melbourne CBD. Housed within a pair of restored 19th-century gold boom-era buildings—the 1880s neo-Gothic Rialto and the 1891 Winfield wool exchange—the property combines vintage architecture with a 10-story modern glass-topped atrium.
Mark Atterby is an accomplished Australian journalist, editor, and content specialist with over 18 years of experience covering the customer experience (CX), contact centres, and business technology. Throughout his career, Mark has specialised in examining the intersection of technology, operations, and human engagement. His reporting routinely explores the critical trends reshaping modern contact centres, from AI-driven automation and omnichannel integration to agent wellbeing and frontline operational strategy. As the Editor of CX Focus, he leads coverage on the strategies, innovations, and leadership practices driving excellence across the region's service economy.
