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. Register interest in attending: 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

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Date: November 5, 2020

Location: Zoom

Everest group logo

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

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Date: October 29, 2020

Location: Zoom

AWS logo with JP

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

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Date: October 22, 2020

Location: Zoom

mc_hrz_opt_pos_105_3x

COVID-19 has prompted a rethink of offshore location strategy for the delivery of front and back office services. It’s against this backdrop that you are invited(*) to an exclusive online lunch event to learn how leaders in F&A shared services and early stage collections are leveraging the resilience of South Africa for high performance outsourcing.

You’ll be treated to a case study presentation by Mastercard, with Nicole Radil (Vice President GBSC, Transaction Services), as well as a CEO panel discussion with ample time for Q&A. Attendees will receive:

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

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

💡 Optional: a free 30-minute discovery workshop to uncover F&A or collections outsourcing opportunities for your business.


(*)This event is for senior executives responsible for F&A shared services or early stage collections, as well as procurement leaders and consultants. 


Did you know?

  • Operating costs in South Africa are less than 50% of Australia.
  • South Africa has world-class strengths in financial modelling and analytics, alongside empathy-driven, outcome-based ethical collections capability.
  • In a 2019 survey of 143 Finance leaders, South Africa ranked 4th in the world for F&A location attractiveness, ahead of the Philippines in 11th place.
  • There are more actuaries in South Africa than India.

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

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Date: October 15, 2020

Location: Zoom

hollard 2

What do Hollard Insurance, Simply Energy, MYOB, IAG and iiNet have in common? They are winning and retaining customers in Australia through partners in South Africa, benefiting from onshore-quality customer experience at offshore prices. You are invited(*) to a complimentary online lunch event to learn more about this little-known trend in customer acquisition and support.

You’ll be treated to a keynote by Angelo Azar, Head of Operations for the Personal Lines division at Hollard Australia, on A multi-location approach to sales and service. Attendees will receive:

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

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

💡 Optional: a free 30-minute discovery workshop to uncover customer acquisition and retention opportunities for your business.


(*) This event is restricted to executives leading contact centres, digital sales, CX and growth functions, as well as procurement leaders and consultants in the sales/BPO arena. Please register early to avoid disappointment, as we have limited places.

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Date: September 17, 2020

Location: online

Mary Accenture combined

The drive to move beyond simple chatbots to a “smart virtual assistant” customer experience has dramatically accelerated in 2020. We are offering a limited number of places at an exclusive virtual lunch event to empower Customer leaders with more information about this unstoppable trend in self-service.

We’ll throw the spotlight on case studies in financial services and government and provide learnings for implementation of chatbots and conversational AI.

You will be treated to a keynote by Mary Sabin, Accenture’s AI Lead for Australia/NZ, on Global trends in chatbots and AI, and the impact of Covid-19.

Attendees will receive:

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

📔 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 business.


This event is designed for the C-Suite, and enterprise leaders of CX, Contact Centre and Customer Service functions. Places are limited and by invitation only.

Register interest in receiving information from the session to sharon@matchboard.com.au.

Date: August 13, 2020

Location: online

Have you ever dreamed of how to find your perfect partner? We mean your perfect contact centre partner, of course! An organisation that’s highly rated by clients and ticks all your boxes from budget to location and industry expertise.

Join Matchboard Founder, Sharon Melamed, and voices from Tyro Payments, University of Tasmania and Health CX, as they share their respective success stories with industry partners - and how Matchboard helped bring them to life.

Attend this free Auscontact webinar to:

  • Find out how Tyro Payments, University of Tasmania and Health CX found their perfect match contact centre solutions
  • Discover the latest contact centre buying trends
  • Get inspired by an entrepreneur's story of innovation in the Australian contact centre industry
  • Learn how to save time and reduce risk in finding suppliers of technology, training, outsourcing, consulting and data services

Please contact info@matchboard.com.au if you would like to hear the recording of this webinar.

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Date: February 23, 2021

Location: Online

Jarrod

You are invited to an exclusive online Leaders Lunch to hear how you can leverage the fastest growing channel of customer engagement: video.

Video has long been embraced in the conferencing and communications sector, yet not widely adopted in the customer service arena. Video offers the opportunity to engage more deeply with customers, solve their problems faster, and cross-sell more effectively. And with high-speed Internet almost ubiquitous, it is not only accessible but cost-effective.

At this session, you’ll hear:

  • global trends in video customer service, presented by Jarrod Magill at global analyst firm, ISG
  • an international case study from the education sector
  • tips for introducing video into your contact centre strategy
  • how engaging a specialist video customer service provider moves the needle on customer satisfaction and NPS.

Lunch will be delivered to your home office, alternatively a $50 Deliveroo voucher will be supplied. 

This event is restricted to Leaders of Contact Centre, Customer Service, Sales, CX and Procurement functions, and is not open to consultants and vendors. We ask for your understanding.

Interested in receiving materials from this event? Contact sharon@matchboard.com.au

Date: March 25, 2020

Location: Moved from Sydney CBD to online

This event will now be delivered via private web presentations. 


You are invited to an exclusive event for Marketing and Digital leaders, to hear a presentation by one of Australia’s largest independent digital agencies.

Learn how leading brands have found game-changing applications for AI in their digital marketing strategy, and discover best-in-class case studies of AI implementations, in industries ranging from financial services to enterprise software.

We’ll cover everything from digital media and search engine optimisation to content and digital experience optimisation. You’ll walk away with practical insights and implementable take-aways to inform your brand’s digital marketing journey.

Attendees will also be given exclusive access to digital media/SEO/digital experience audit and benchmarking tools.

This event is designed for CMOs and leaders of digital marketing and experience functions. RSVP: sharon@matchboard.com.au.

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Start date: March 31, 2020

End date: August 17, 2020

Location: online

AI in digital marketing

This event is delivered via private and small group web presentation and presentation slots are still open. 


You are invited to an exclusive presentation for Marketing and Digital leaders, on practical and impactful applications for AI in digital marketing.

Learn from one of Australia’s largest independent digital agencies how leading brands have found game-changing applications for AI in their digital marketing strategy, and discover best-in-class case studies of AI implementations - in industries ranging from financial services to enterprise software.

We’ll cover everything from digital media and search engine optimisation to content and digital experience optimisation. You’ll walk away with practical insights and implementable take-aways to inform your brand’s digital marketing journey.

Attendees will also be given exclusive access to digital media/SEO/digital experience audit and benchmarking tools.

This event is designed for senior marketing and digital leaders. RSVP: sharon@matchboard.com.au


In the market for SEO or SEM? Enter your needs here

 

 

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Date: February 20, 2020

Location: Sydney CBD

Qantas logo

You are invited to an exclusive lunch for Customer leaders to hear the Qantas perspective on Global Customer Service Delivery in the Digital Age. Key topics will include:

  • Omni-channel customer experience
  • The impact of digital transformation on the customer journey
  • Business continuity planning, and
  • Outsourcing location options.

Contact centre outsourcing experts will also present on how other leading brands are managing their customer service in 2020.

This is an opportunity to exchange ideas with your industry peers, over a delicious working lunch, and kickstart the New Year with fresh ideas to power your Customer agenda.

This event is designed for heads of customer service, contact centre, reservations, inbound sales and procurement, as well as C-Suite executives. 

INFORMATION If you would like information from this session, please email sharon@matchboard.com.au.

 

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Date: February 18, 2020

Location: Melbourne CBD

Spotlight keynote header

Join us at a complimentary lunch to hear Spotlight’s journey in outsourcing to one of the customer-friendliest countries in the world: Fiji. We’ll cover:

  • How Fiji stacks up against more traditional outsourcing destinations, in terms of cost, workforce and infrastructure
  • Learnings about how to make offshoring a customer function a success – what worked, what didn’t

We’ll also cover what other industries and brands are doing in Fiji, and share the success factors and challenges experienced by a BPO pioneer in Fiji.

This event is designed for heads of customer service, contact centre, reservations, inbound sales or procurement. We apologise that this event is not open to vendors or consultants. There are only 15 places, so please RSVP now to secure yours at sharon@matchboard.com.au.

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Date: October 29, 2019

Location: Sydney CBD

GoGet logo

Join your peers for an exclusive roundtable on how to make outsourcing offshore work.

At this session, we’ll cover how to:

  • Select the right delivery partner
  • Build a motivated team, loyal to your brand, minimising staff attrition
  • Achieve service levels cost-effectively through a mixed onshore / offshore footprint
  • Blend company cultures and communicate effectively
  • Create the optimal organisational structure.

Through the lens of Goget’s 5-year experience offshore, we’ll hear learnings about transitioning and operating a high-performance contact centre team in the Philippines, with tips for success.

There’ll be plenty of time for Q&A and a delicious working lunch.

This complimentary lunch is designed for executives interested in offshoring, as well as leaders of  customer service, contact centre or operational functions. We apologise that this event is not open to vendors or consultants.

RSVP to secure your attendance.