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Date: November 23, 2021

Location: Zoom

GSN Genesys speakers

Join your peers across Banking, Lending, Insurance & Superannuation industries for an exclusive online lunch where we’ll take a deep dive into global CX trends in financial services. While Australia is an early adopter in some ways, advanced markets such as the US and the UK offer a “crystal ball perspective” on what’s next locally.

We’ll correlate the global outlook with a presentation of findings from a recent market research survey into “State of Play: Customer Experience in Australian Financial Services.” This will cover topics such as:

  • Top contact centre technology challenges
  • Perceived benefits of new CX technologies
  • Methods of extracting customer insights
  • Current and future CX investments

Attendees receive:

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

🍾 The chance to win a bottle of champagne for the most interesting audience question.


This event is designed for CCOs, CIOs, Contact Centre, CX and Digital Leaders in financial services. 

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

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Date: November 30, 2021

Location: Zoom

Speakers

COVID-19 has triggered a rethink in every aspect of the way information and services are delivered in the health and aged care sector. Join your peers for an exclusive online lunch where we’ll present sector-specific insights and trends in customer experience delivery.

This session will include a keynote by a leading global technology research and advisory firm, ISG, and a presentation by customer experience solutions provider, Datacom. We’ll cover:

  • Balancing risk, care and financial objectives in the delivery of customer service
  • Supporting vulnerable customers and the frontline
  • Rapid scalability and embedded flexibility in contact centres
  • Business continuity planning (BCP)

Attendees receive:

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

🍾 Champagne prize for the best audience question


This event is designed for Leaders in the Health Care, Aged Care, Health Insurance, Disability, Pharmaceutical, Healthtech and adjacent sectors.

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

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Date: November 16, 2021

Location: Zoom

conversational AI

There’s hardly a large customer-centric organisation in Australia that’s not looking at, or implementing Conversational AI. However there’s been little research in 2021 on where the market is at, and the challenges and opportunities this fast-moving technology presents.

Join your peers for an exclusive online lunch where we’ll unveil the findings of an extensive study into The State of Conversational AI in Australia. Our speakers will cover:

  • Levels of Conversational AI adoption and consideration
  • Implementation challenges experienced
  • Budgets allocated
  • Use cases
  • Interest in text v voice bots
  • Business impacts and ROI
  • Consumer response

Attendees receive:

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

🍾 Champagne prize for the best audience question


This event is designed for senior Contact Centre, CX, Digital, IT and Marketing Leaders.

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

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Date: October 20, 2021

Location: Zoom

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Join your peers in telco and utilities 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, 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 telco and utilities 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 or leaders of CX or Digital functions in the telco and utilities industries. Places are limited and RSVP is essential.

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

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Date: October 14, 2021

Location: Zoom

AGL Fidelity BMW logos

Consumer patience for the wrong answer is non-existent.  And in the pandemic work-from-home environment, never has it been more critical to support customers and employees with the right tools to deliver the right answers on the spot.

Join your peers for an exclusive online lunch where we’ll present just how an intelligent knowledge management (KM) framework can deliver a fast, accurate and seamless self-service experience to customers and employees alike.

With 3 case studies (AGL EnergyBMW, and Fidelity), we’ll demonstrate the transformative impacts of a digital-first KM strategy, including:

  • double-digit improvement across key metrics: Digital Containment, Customer Satisfaction and Agent Productivity
  • increased brand trust and consistency, based on a single source of truth
  • better compliance based on standardisation of responses.

Attendees receive:

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

🍾 Champagne prize for the most interesting audience question

♥ Free trial access to an enterprise-grade Knowledge Management environment (conditions apply)


This event is designed for Chief Customer Officers and senior Leaders of Digital, Transformation, CX and Contact Centre, at organisations with 1000+ employees and/or large contact centres.

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

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Date: October 28, 2021

Location: Zoom

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COVID has impacted Australian contact centres in so many ways, from remote working to new location strategies. But an area which requires more focus is the need for organisations to redefine how they measure performance both internally and externally.

Join our online lunch event to hear a fresh perspective on next generation KPIs to boost sales performance and optimise customer experience.

With a panel discussion and keynote by COPC, we’ll cover:

  • Traditional KPIs and how they impact CX results
  • Challenges facing organisations and how next-generation KPIs will address them
  • Developing a business and technology framework to measure success and change.

Attendees receive:

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

♥ A white paper on next-generation KPIs.


This event is designed for Contact Centre, CX, Operations and Digital Transformation leaders. Places are limited and RSVP is essential.

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

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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 Lisa Borden, Managing Partner, 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)

🍾 Champagne prize for the most interesting audience question.


This event is designed for Chief Customer Officers, COOs, and Heads/General Managers of CX/EX, Customer Strategy, Operations, and Contact Centre functions. Places are strictly limited - thank you for your understanding. 

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.


For sesssion info, 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.