Archives: Events

A recent study by Morning Consult revealed that consumers embrace AI in customer service only when it leads to resolution of their inquiry. This should come as no surprise, yet the prevalence of “Doom Loop” self-service bots suggests that organisations have a lot of work to do to win the trust and confidence of customers.

Join our lunch for Customer leaders at one of Melbourne's top restaurants, where we’ll discuss strategies to improve resolution as a key driver of customer retention and satisfaction. We’ll cover:

• the importance of “right to connect” with a human
• AI-intent routing to ensure the best-suited agents are assigned to solve specific issues
• using AI behind the scenes to empower agents with real-time knowledge and suggestions to drive resolution
• why data security is essential to trust, giving consumers the confidence to interact with bots.

Proudly sponsored by Zoom.

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Note: We regret that vendors and consultants cannot register for this event, which is designed for senior CX leaders at medium to large businesses and Government.

A recent study by Morning Consult revealed that consumers embrace AI in customer service only when it leads to resolution of their inquiry. This should come as no surprise, yet the prevalence of “Doom Loop” self-service bots suggests that organisations have a lot of work to do to win the trust and confidence of customers.

Join our lunch for Customers leaders at one of Auckland's most exclusive venues, where we’ll discuss strategies to improve resolution as a key driver of customer retention and satisfaction. We’ll cover:

• the importance of “right to connect” with a human
• AI-intent routing to ensure the best-suited agents are assigned to solve specific issues
• using AI behind the scenes to empower agents with real-time knowledge and suggestions to drive resolution
• why data security is essential to trust, giving consumers the confidence to interact with bots.

Proudly sponsored by Zoom.

This event will be repeated for Customer Leaders in Melbourne on Nov.27.

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Note: We regret that vendors and consultants cannot register for this event, which is designed for senior CX leaders at medium to large businesses and Government.

A recent study by Morning Consult revealed that consumers embrace AI in customer service only when it leads to resolution of their inquiry. This should come as no surprise, yet the prevalence of “Doom Loop” self-service bots suggests that organisations have a lot of work to do to win the trust and confidence of customers.

Join our roundtable lunch for leaders in the Brisbane CX community, where we’ll discuss strategies to improve resolution as a key driver of customer retention and satisfaction. We’ll cover:

• the importance of “right to connect” with a human
• AI-intent routing to ensure the best-suited agents are assigned to solve specific issues
• using AI behind the scenes to empower agents with real-time knowledge and suggestions to drive resolution
• why data security is essential to trust, giving consumers the confidence to interact with bots.

Proudly sponsored by Zoom.

This event will be repeated for Customer Leaders in Melbourne on Nov.27.

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Note: We regret that vendors and consultants cannot register for this event, which is designed for senior CX leaders at medium to large businesses and Government.

A recent study by Morning Consult revealed that consumers embrace AI in customer service only when it leads to resolution of their inquiry. This should come as no surprise, yet the prevalence of “Doom Loop” self-service bots suggests that organisations have a lot of work to do to win the trust and confidence of customers.

Join our roundtable lunch for leaders in the Adelaide CX community, where we’ll discuss strategies to improve resolution as a key driver of customer retention and satisfaction. We’ll cover:

• the importance of “right to connect” with a human
• AI-intent routing to ensure the best-suited agents are assigned to solve specific issues
• using AI behind the scenes to empower agents with real-time knowledge and suggestions to drive resolution
• why data security is essential to trust, giving consumers the confidence to interact with bots.

Proudly sponsored by Zoom.

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Note: We regret that vendors and consultants cannot register for this event, which is designed for senior CX leaders at medium to large businesses and Government.

There's lots of talk about tech innovation, but how about innovation in the way we attract, retain and manage our contact centre people?

Join a lively roundtable discussion for Contact Centre and Talent Acquisition leaders, where we'll discuss innovative approaches to: 

• Hiring in a hurry, with talent communities
• Planning for peak
• Dealing with the leaky bucket (attrition!)
• Building a winning employee value proposition - getting creative to meet the needs of a diverse workforce.

We'll have a fireside chat with Joshua Curtis of Super Retail Group to kick off.

This is an opportunity for Melbourne leaders to come together to share ideas and best practices to uplift industry performance and employee experience.

Proudly sponsored by Weploy.

Please note: We regret that vendors and consultants cannot register for this event, which is designed for senior contact centre and HR leaders at private sector businesses.

BPO Exchange is Australia’s first ever event bringing together all stakeholders in the BPO industry. This includes BPO leaders, consultants, analysts, clients and investors, as well as industry associations, Government agencies, and vendors of technology, infrastructure and services.

At this exclusive one-day event, we'll cover:

• What the market wants - a Client Panel including speakers from Westpac, Woolworths, Healthdirect, Prospa and Airtasker
• The future of the BPO industry, and the impact of AI
• M&A
• Organic growth strategies
• Pricing innovation
• Matchboard data trends
• Partnering with consultants and analysts
• Partnering and productising with technology vendors 
• Risky Business: why the human factor is the greatest challenge in outsourced operations
• Cracking the Government sector
• Differentiating your offshore BPO in a crowded market
• Country updates - the Philippines, Fiji.
• ... and much more.

Why Attend:

• Hear directly from client-side executives and get inside the mindset of big brands
• Challenge your thinking on the future of the BPO industry
• Forge new partnerships
• Meet procurement consultants
• Uncover M&A opportunities
• Stay abreast of industry trends
• Get inspiration for new strategies around growth and pricing
• Network with peers

Cost per person (excluding GST):

• A$1,500 for BPOs, Procurement Consultants, Analysts
• A$2,500 for Vendors (technology, telco, real estate, recruitment), industry bodies, accreditation bodies

Payment options: credit card or bank transfer. An invoice will be issued upon registration below. 

Register below, or send a sponsorship or attendance inquiry to sharon@matchboard.com.au.

Against a backdrop of rising wages and staff shortages in the UK and Western Europe, Malta has emerged as an attractive option for contact centre outsourcing.  While the country is known as a brilliant holiday destination, CX leaders are now realising it also offers the perfect mix of ingredients for successful customer service: a talented English-speaking and multilingual workforce, EU membership, and relatively low cost.

To learn more, join our online lunch event featuring 4 fantastic speakers from the travel, utilities and BPO sectors. Attendees receive:

* a £20 or €25 lunch voucher (OR charity donation)

* Opportunity to win the best question prize: a bottle of champagne or equivalent.

Places are limited so please be quick to register your interest below.

Who should attend: executives responsible for contact centre, customer service, CX or back office functions serving a UK or European customer-base. We apologise that this event is not open to vendors, BPOs and consultants.

CX and Contact Centre Leaders are navigating a fast-paced landscape, balancing excitement and pressure as technology rapidly transforms the customer experience.

Join your peers for a premium roundtable lunch where we’ll cut through the noise and explore, through the lens of Amazon Connect and GenAI:

• Practical strategies to deliver contextual, personalised, and automated customer service across every channel-calls, SMS, email, video, chat, bots, apps, and more
• Tools and techniques to empower agents, boost productivity, and drive deeper engagement
• A hands-on look at GenAI-powered self-service, showing how customers can resolve issues instantly and seamlessly
• Insights on leveraging AI to uncover customer trends and optimise capacity planning
• The latest in virtual hold, voice biometrics, and CRM integrations

This event is a unique opportunity for both existing AWS clients and those on other platforms to discover the Art of the Possible in CX, while building connections and sharing ideas with industry peers.

Proudly sponsored by iCXeed.

Please note: We regret that vendors and consultants cannot register for this event, which is designed for senior CX and contact centre leaders at private sector businesses.

There has never been a time of faster, deeper change for CX and Contact Centre Leaders. Join your industry peers for a delicious roundtable lunch where we’ll explore: 

• The fast-evolving relationship between humans and AI
• Real-time, data-driven decision-making at scale
• Discovering hidden opportunities through customer conversation intelligence
• Preparing and upskilling teams for the CX organisation of tomorrow.

This event is a unique opportunity for local customer leaders to connect in person, share challenges and successes, and uncover new ideas in an environment defined by constant evolution.

Sponsored by Zoom.

Note: We regret that vendors and consultants cannot register for this event, which is designed for senior CX leaders at medium to large businesses.

Request to join below

There has never been a time of faster, deeper change for CX and Contact Centre Leaders. Join your industry peers for a delicious roundtable lunch where we’ll explore: 

• The fast-evolving relationship between humans and AI
• Real-time, data-driven decision-making at scale
• Discovering hidden opportunities through customer conversation intelligence
• Preparing and upskilling teams for the CX organisation of tomorrow.

This event is a unique opportunity for local customer leaders to connect in person, share challenges and successes, and uncover new ideas in an environment defined by constant evolution.

Sponsored by Zoom.

Note: We regret that vendors and consultants cannot register for this event, which is designed for senior CX leaders at medium to large businesses. This event will be repeated in Perth on Jun.17, 2025.

Request to join below

Once again in 2025, Matchboard is hosting a one-of-a-kind event for Australia's most senior Contact Centre and CX Executives. With an exciting variety of networking, matchmaking and learning opportunities, over good food and wine, plus lucky door prizes, you won’t want to miss Executive Connections!

Program in a nutshell:

A 3-hour exclusive, complimentary event for senior Contact Centre and CX Leaders at a 5-star venue in Sydney’s CBD

4.00pm  Networking with your peers over canapes and wine

5.00pm  Thought-provoking guest speakers, including a fireside chat with the Hon. Victor Dominello, and a keynote by First Source entitled "CX in the Age of AI-in-the-Loop: How Agentic AI is Redefining Trust, Speed, and Human Connection"

6.00pm  Matchmaking - curated 10-minute one-on-one meetings reflecting your areas of interest

6.50pm  Lucky draw - first prize is a $1,500 travel voucher for the Philippines!

7.00pm  End

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Who can register?

• Executives (General Manager/Director/Head of/C-level or equivalent) responsible for Customer functions, including contact centre, digital/customer experience or customer service.
• Vendors are not able to register outside of sponsoring organisations.

Join our complimentary online lunch for senior Recruitment industry executives! This event will be packed with insights to help you drive both productivity and profitable growth in your business. Using case studies and data, we'll demonstrate:

• how to achieve measurable improvements in Consultant performance, new client lead generation and acquisition
• systems for productivity gains and efficiency, underpinning profitable growth
• standardisation of high-performance activity models and scaling these across the team
• measuring productivity and output beyond GP, KPI-driven performance tracking
• automated planning and task allocation to drive revenue
• driving change with people and taking Consultants on the journey to embrace new tools and tech

We'll also run a short demo showing how simple AI tools can drive significant productivity for Consultants.

Our speakers are former staffing industry C-Suite who've built / operated / scaled / sold highly successful businesses - and are now helping other Recruitment businesses do the same.

There’ll be plenty of time for Q&A. Attendees receive:

⭐️ Lunch in the form of a $50 Uber Eats voucher (OR $50 charity donation)

⭐️ Practical insights that you can leverage for long-term planning to drive performance

⭐️ Plenty of quick win take-aways!

Don’t miss this insightful session.

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This event is designed for senior executives at Australian recruitment agencies. Places are limited. Please register your interest below.

Finance and Accounting leaders are invited to an exclusive online lunch event, where we’ll open your eyes to the exciting opportunity of outsourcing to Fiji. Fiji’s talented workforce, available at a fraction of the cost of Australia or New Zealand, has deep experience in F&A functions including:

• A/R and A/P
• General ledger
• GST and BAS filings
• Credit assessment
• Loans and data processing
• Debt collections
• …just to name a few.

The event will open with a welcome address by the Deputy Prime Minister of Fiji, Manoa Kamikamica. Sharvek Naidu, Partner, KPMG Fiji, will then provide an overview of the Fiji finance and accounting workforce and costs. This will be followed by a panel discussion with the Global CFO and Director of Pepper Advantage, and audience Q&A.

Attendees receive:

* $50 Uber Eats voucher (OR charity donation)

* Opportunity to win the best question prize: a bottle of champagne.

Places are limited so please be quick to register your interest below. NB: we apologise that this event is not open to vendors, BPOs and consultancies.

Choosing the right location(s) for your outsourcing strategy is critical to success. Whether it’s the skillset availability or accent of the local workforce, or having operations split across two countries to mitigate risk, every business has different drivers.  At this event, we’ll throw the spotlight on the Philippines and Fiji, looking at each country’s strengths and differences.

We’ll have a case study presentation by Citro, a rapidly growing financial services startup backed by AMP, followed by a BPO panel discussion and audience Q&A. Attendees receive:

⭐️  Lunch ($50 voucher OR mystery lunch delivered to your door) OR $50 charity donation

⭐️ Champagne prize for the best audience question.

NB Event start time is 12pm AEDT (Sydney/Melbourne), 2pm NZDT.

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Who can attend: senior leaders in Australia or New Zealand responsible for a customer service or back office function, as well as entrepreneurs and business owners. As places are limited, we apologise the event is not open to vendors, BPOs or consultants.

Please be quick to register interest by entering your email below, as this event is expected to book out.

Ready to outsource? Get pricing here