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Date: September 14, 2021

Location: Zoom

Speakers

COVID-19 has triggered a rethink in every aspect of contact centre strategy – from people and technology to customer experience, risk, and delivery location.

Join your peers for an exclusive online lunch where we’ll present a blueprint for today’s best practice contact centre in Australia.

With a keynote by independent analyst, ISG, and a presentation by Datacom, we’ll cover the ingredients of a turnkey model for:

  • Talent attraction and retention
  • Employee wellbeing and experience
  • Work-from-anywhere tools and technologies
  • Supporting vulnerable customers
  • Rapid scalability and embedded flexibility
  • Business continuity planning and risk management.

Attendees receive:

🍴 Lunch delivered to your door (alternatively a $50 Deliveroo voucher OR charity donation)

📔 ISG’s just-released report, “Contact Centres & CX 2021”.


This event is designed for Chief Customer Officers, COOs, and Leaders of CX/EX, Customer Strategy, Operations, and Contact Centre functions. Places are limited. 

Register to attend or email sharon@matchboard.com.au.

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Date: September 9, 2021

Location: Zoom

Harmoney image

When considering setting up a team offshore, most Australian and New Zealand businesses think of the Philippines as their only choice. Fiji, however, is a compelling alternative for a wide range of services, from contact centre to HR and accounting support.

Join our online lunch to learn more about how Fiji compares with the Philippines in terms of:

  • cost
  • workforce
  • location / time zone
  • culture
  • infrastructure, and
  • COVID-19 response.

Following a case study keynote by Brad Hagstrom, C.O.O. at Harmoney, we’ll hear from the BPO Council of Fiji, and conclude with a panel discussion with 3 Fiji BPO leaders, and audience Q&A.

Attendees receive:

🍴 Lunch delivered to your door (alternatively a $50 Deliveroo voucher OR charity donation)

📔 A Fiji outsourcing white paper.


Places are limited to executives at end-user companies in Australia and New Zealand. Thank you for your understanding. 

Register to attend or email sharon@matchboard.com.au.

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Date: September 1, 2021

Location: Zoom

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Join your peers in financial services for an exclusive online lunch where we’ll demystify the latest evolution in customer experience: customer journey management.

With presentations from two CX industry thought leaders (Lean CX author, Dr Robert Dew, and Michael Renzon), we’ll cover:

  • How to deeply understand the behaviour & intent of today’s customer
  • How to optimise journeys for high value customers (use cases & success stories)
  • How businesses like yours are rethinking value delivery & CX to improve acquisition in 2021

The things that today’s customers value have changed, and traditional methods no longer deliver this value. Discover how leading financial services businesses are decoding customer intent, optimising journeys and boosting revenue.

Attendees receive:

🍴 Lunch delivered to your door (alternatively a $50 Deliveroo voucher OR charity donation)

📔 A chance to win the must-read new book, Lean CX


This event is designed for C-level executives and leaders of CX or Digital functions. Places are limited and RSVP is essential.

Register to attend or email sharon@matchboard.com.au.

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Date: August 25, 2021

Location: Zoom

KPMG and ANZ logos

Finance and Accounting leaders in Australia or New Zealand 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, has deep experience in F&A functions including:

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

Join us to hear from Lisa Apted, Managing Partner, KPMG Fiji, everything you need to know about the Fiji finance and accounting workforce and costs. This will be followed by a case study by Singh Ritesh, Managing Director Pacific Operations, ANZ Bank, reviewing:

  • The bank’s journey in setting up operations in Fiji
  • Overview of work performed
  • Learnings, outcomes

We’ll also have a short BPO Leader panel discussion and plenty of time for audience Q&A.


Lunch will be delivered to your door, to enjoy during the event (alternatively we’ll provide a $50 Deliveroo voucher OR charity donation). Note places are limited to 20.


Register to attend or contact sharon@matchboard.com.au

Date: July 27, 2021

Location: Zoom

Join us for a CX event with a difference: we’re bringing together market leaders in three sectors - Government (NSW Department of Customer Service), Insurance (Avant Mutual) and Building (Rawson Group) - to share how they have each approached a reinvention of the experience delivered to their customers. 

We’ll then have a presentation on how to embed and sustain CX transformation, with insights covering:

  • Building a successful CX function
  • The role of the Chief Customer Officer
  • Critical success factors for teams and leaders.

Attendees receive:

🍴 Lunch delivered to your door, to enjoy during the event (alternatively a $50 Deliveroo voucher OR charity donation)

🍾Champagne prize for the most interesting audience question

📔 Exclusive offers on CX and Digital Transformation consulting services, including a free discovery workshop


This event is designed for senior leaders of CX, Marketing, Digital and Contact Centre. Places are limited.

Register to attend or email sharon@matchboard.com.au.

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Date: August 11, 2021

Location: Zoom

Fiji beach

You are invited to an exclusive online event, where we’ll showcase the Recruitment and HR world’s best-kept secret: outsourcing and team-building in Fiji.

We’ll have two case studies, one from the recruitment industry – Protech, a leading workforce provider to technical industries – and the other from Lowes’ multi-function satellite team in Fiji, administered by BDE Group. We’ll cover:

  • Why Fiji?
  • Workforce, wages and costs
  • Journey outsourcing to date
  • Learnings, outcomes and tips for offshore success.

This will be followed by a panel discussion with two Fiji outsourcing companies, with ample time for audience Q&A.

Register to attend  (Note: places are limited and priority is given to HR leaders and Recruitment Agency owners/Directors based in Australia and New Zealand)

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Date: June 29, 2021

Location: Zoom

spotlight-logo

Join us for an exclusive online lunch event, where we’ll share learnings and tips for contact centre success offshore. We’ll throw the spotlight on the outsourcing world’s best-kept secret destination: Fiji.

Bernie Neilsen at Spotlight Retail Group will present a case study covering:

  • Why Fiji?
  • Journey outsourcing to date
  • Overview of learnings and outcomes.

This will be followed by a panel discussion with three leading outsourcing companies. There will be ample time for audience Q&A.

Attendees will receive:

🍴 Lunch delivered to your door, to enjoy during the event (alternatively a $50 Deliveroo voucher or charity donation), and

📔 A complimentary white paper.

Please register to attend by emailing sharon@matchboard.com.au

 


Check out our article: 61 Essential Facts about Outsourcing to Fiji 

Date: June 9, 2021

Location: Zoom

BPO Leaders, you are invited to an exclusive online lunch to learn more about the unstoppable trend of AI in customer service, and how you can capitalise on it to increase share of wallet and win new business. We’ll cover:

  • How Conversational AI has evolved to be a game-changer for BPOs
  • Voice-bot use cases and commercial advantages
  • Human-machine interaction in contact centres
  • Local partner support to optimise your sales success

This will be followed by audience Q&A. Attendees will receive:

🍴 Lunch delivered to your door, to enjoy during the event (OR a $50 Deliveroo voucher OR $50 donation to charity).

📔 A thought-leading Conversational AI white paper

💡 Optional: a workshop to uncover partnering opportunities.


This event is open only to BPO Leaders including CEOs, COOs, CIOs, Chief Growth Officers, Head of Product, Solution Design, Sales or Pre-sales. Request to attend: sharon@matchboard.com.au.

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Date: May 19, 2021

Location: Online

PASA Connect

The evolving landscape of platforms and marketplaces for B2B services includes an increasing number of players.  But what are they, how do they work and what are the advantages?

Hosted by PASA Connect, this event will feature a presentation and panel discussion with:

  • B2B platform award-winner and innovator, Sharon Melamed, Managing Director, Matchboard
  • Australia's consulting industry guru, John Groarke, Senior Partner, FindaConsultant, and
  • Justin Falk, Founder of online recruitment marketplace, TalentVine

We'll discuss why - often free-to-use - shortlisting and matching platforms have emerged, what GAP are they really filling in the procurement journey, and who are they key players.  There will be plenty of time for Q&A.


This event is designed for procurement professionals and there are limited complimentary places available. To register interest in attending, please contact sharon@matchboard.com.au.

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Date: May 27, 2021

Location: Zoom

panellists

Government leaders are invited to an exclusive online lunch event to learn more about the unstoppable trend of AI in customer service. You’ll be treated to a keynote by Tahney Keith, Managing Director, Applied Intelligence, at Accenture, covering:

  • Use cases in public & private sector, in Australia and overseas
  • Approaches to Investigate, Interrogate, Interact
  • ‘Responsible AI’ practices, allowing organisations to engender trust and scale AI with confidence.

This will be followed by an interactive panel discussion, including Michael Clark, ex Executive Director, Customer Contact, Fair Work Ombudsman and Charles Mok, Director, Tech for Good Asia. There will be ample time for audience Q&A.

Attendees will receive:

🍴 Lunch delivered to your door, to enjoy during the event (alternatively a $50 Deliveroo voucher OR $50 donation to charity)

📔 A white paper: “A new era for automation in customer service with Conversational AI”

💡 Optional: a free 1-hour discovery workshop to uncover conversational AI use cases in your organisation.


This event is designed for Service, CX and Digital leaders at State and Federal Government. 

Places are limited. RSVP now to secure your attendance or contact sharon@matchboard.com.au.

Date: April 21, 2021

Location: Zoom

If you lead customer operations – whether that’s a contact centre or back office function - you’ll know the digital workforce is already disrupting the industry, and the technology enabling it is RPA (robotic process automation). But what is it, how does it work, and how can it actually bring benefits to the business and customers?

Join us for a “Transforming Your Customer Operations” presentation, which will take you through a proof of concept approach to implementing RPA .  We’ll cover the benefits including:

  • increased workforce productivity
  • reduction in human errors, and
  • lower cost to serve.

To bring RPA to life, we’ll present multiple use cases and case studies, including Anglicare and a digital health agency.  Attendees will receive:

🍴 Lunch delivered to your door, to enjoy during the event (alternatively a $50 Deliveroo voucher)

🍾Champagne prize for the most interesting audience question

📔 RPA Starter consulting offer


This event is designed for leaders of CX, Contact Centre and Customer Operations. Please understand that we do not have capacity to register vendors or consultants.

Request information from the session: sharon@matchboard.com.au

Date: November 4, 2020

Location: Zoom

You are invited to an exclusive online event for Australian and New Zealand BPO leaders, where we’ll open your eyes to the exciting opportunity of extending your footprint to Fiji. With zero cases of COVID community transmission since April, Fiji has proven itself a safe haven for contact centre and business process outsourcing, not to mention the countless other advantages Fiji offers. 

Join us to hear from the CEO of Investment Fiji, Craig Strong, who will present:

  • Overview of the BPO Industry in Fiji
  • The Fiji Value Proposition
  • Fiji’s response to COVID-19
  • BPO government incentives

This will be followed by a case study presentation by ANZ Bank, reviewing:

  • The bank’s journey in setting up operations in Fiji
  • Overview of work performed
  • Learnings, outcomes

Register to attend to sharon@matchboard.com.au 

 

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Date: November 25, 2020

Location: Zoom

beach scene

Fiji has come through the pandemic largely unscathed, with no cases of COVID community transmission since April.  Australian executives are now thinking of Fiji not just as a holiday destination but a place they can safely outsource contact centre, back office and other key business functions. You are invited to an exclusive online event, where we’ll open your eyes to the exciting opportunity of extending your team to Fiji.

The CEO of an Australian building services company will present a case study covering:

  • Why Fiji was selected for both contact centre & back office needs
  • Journey outsourcing to date
  • Overview of learnings, outcomes

This will be followed by a panel discussion with four leading outsourcing companies in Fiji, reviewing:

  • The Fiji Value Proposition
  • Work types suitable to deliver from Fiji
  • Outsourcing and co-sourcing models
  • Fiji’s response to COVID-19.

Register interest in attending: sharon@matchboard.com.au

Date: November 5, 2020

Location: Zoom

Covid-19 has turned the world upside down and big companies and their customers have been severely impacted by closure of offshore operations. You are invited to an exclusive online lunch event to learn more about the future of global service delivery and how companies are adjusting their location footprint in light of the pandemic.

Following a keynote by global sourcing expert, H.Karthik (Partner, Everest Group), we’ll have a panel discussion with industry leaders. We’ll take a deep dive into one emerging destination in particular – South Africa.

Attendees will receive:

🍴 Lunch delivered to your door, to enjoy during the event (alternatively a $50 Deliveroo voucher)

🍾Champagne prize for the most interesting question during Q&A

📔 A comprehensive Everest Group report on the BPO industry in South Africa


This event is for executives leading customer operations, shared services, IT and workforce strategy, as well as BPO procurement leaders and consultants. There are limited places so please register early.


Register interest to: sharon@matchboard.com.au

Date: October 29, 2020

Location: Zoom

COVID-19 has prompted a rethink of offshore location strategy for software development. At the same time, companies are under intense pressure to accelerate digitisation and automation, with IT talent in short supply. It’s against this backdrop that you are invited(*) to an exclusive online lunch event to learn why big brands – such as Hollard, eBay, Vodafone, Avis, AIA, Lloyd’s of London and Deloitte – are outsourcing strategic software development to South Africa.

You’ll be treated to a a keynote by JP Horne (pictured above) at Amazon Web Services, which has established a large digital/IT hub in South Africa employing thousands. This will be followed by a presentation from Luis Nejo on the "Journey of an Australian IT Leader outsourcing to South Africa". Attendees will receive:

🍴 Lunch delivered to your door, to enjoy during the event (alternatively a $50 Deliveroo voucher)

💡 Optional: a free 30-minute discovery workshop to uncover IT outsourcing, team augmentation or co-sourcing opportunities for your business.


 (*) This event is for enterprise IT leaders including CIOs, CDOs, IT Directors, Development Managers, as well as digital transformation and procurement leaders, and consultants in the ITO arena. Register interest to: sharon@matchboard.com.au


Did you know?

  • South Africa has a talent pool of highly skilled computer scientists, software engineers and analysts, who are culturally aligned with Australia and speak native English.
  • The country produces 86,000+ new STEM graduates per year.
  • South African providers offer flexible, agile engagement models, from co-sourcing and team augmentation, to traditional outsourcing
  • Operating costs in IT in South Africa are approximately 30% lower than Australia
  • South Africa has world-renowned data protection laws and its ITO and BPO sectors have priority government backing.

Related event: How Covid-19 has shaken up location strategy and risk mitigation for offshore outsourcing