Archives: Events

Safeguarding your reputation and building consumer trust has never been so critical. Payment security is one area where you can’t afford NOT to get it right.

At this event, we’ll explore the rapidly changing landscape of payment security in the contact centre and what strategies you should be adopting to be compliant and mitigate risk.

Join your peers to hear a case study and a presentation from industry leader PCI Pal covering:

• Australian consumer confidence in payment security 
• What PCI 4.0 means for your organization
• Best practice to descope your infrastructure from the requirements of PCI DSS while enhancing customer experience

Attendees receive:

• Lunch delivered to your door (alternatively a $50 Deliveroo voucher OR charity donation)
• Complimentary “This is Australia” research findings
• The chance to win a bottle of champagne for the best audience question.

This event is designed for professionals within the CX, Contact Centre, IT, Finance and Risk & Compliance areas.

An Exclusive Online Lunch Event for Consultants

The vendor landscape and solutions for CX and contact technology have changed considerably over the pandemic. Industry consultants play a key role in advising clients on these changes. At this event, Microsoft and Cloud CX technology provider ipSCAPE will update the consultant community on their partnership and technology offerings. We’ll cover:

• ipSCAPE’s evolution into Australia’s leading multi-channel cloud contact centre and CX platform
• What lies ahead – upcoming trends and market innovations in CX technology
• Automation with Intelligent IVR and Virtual Agents 
• The power of AI for compliance and performance  
• Integration with the Microsoft ecosystem – Teams, Dynamics, Power BI and Azure Services
• The ipSCAPE Advantage and Differentiators

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 individual consultants, boutique consultancies and consultants at large firms who advise clients on customer experience, or contact centre technology.

There is a lot at stake in a conversational AI implementation – get it right, and you’ll have happy customers, happy employees, and a very happy CFO. Join your CX and Digital peers at an online lunch, where industry experts will share their knowledge to arm you with valuable information for a successful deployment.

We’ll have a panel discussion, followed by audience Q&A, and invite you to submit any conversational AI question or challenge pre-event for our panellists to address. We’ll cover:

• Moving from a simple chatbot to smart virtual agents
• Best practices for conversational design
• Considerations to find the right conversational AI platform for your business
• How AI can reduce the stress levels of your agents

Attendees receive:

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

* A prize for the most interesting audience question.

This event is designed for Contact Centre, CX, Digital and IT leaders at medium to large Australian enterprise.

Collecting, understanding and actioning customer feedback is central to organisational success. But in 2022, what are the most effective methods, tools and technologies to ensure the Voice of Customer is captured in decision-making?

Join your CX and Contact Centre executive peers to hear a case study from MLC Life Insurance and a fireside chat with industry leaders covering topics such as:

• maximising survey participation and driving decision-making quality
• contact centre industry benchmarks for participation rates and data quality across different customer feedback channels
• best practices in engaging your frontline in the customer feedback process
• embedding customer feedback as a critical decision making factor for leadership teams

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 today’s constantly evolving Covid environment, transformation of the customer experience is a given. As almost all transformation involves new technology, it’s essential that CX leaders stay abreast of the latest tech solutions available to solve their business challenges.

Join us for an online lunch with your peers to hear how modern technology can come to the rescue, helping you move faster, ramp up and down more easily, and keep up with rapidly changing consumer expectations – all with minimal upfront investment.

We'll showcase 5 end user scenarios and how technology can help deliver a better customer experience, followed by Q&A, where we’ll invite you to pitch your customer service business challenge to our experts. Particularly if you have legacy systems preventing you from innovating, or multiple vendor platforms causing service inconsistency, this session is for you!

Attendees receive:

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

♥ A complimentary white paper

This event is designed for Contact Centre, CX , Operations and Transformation leaders.

Join your peers across Banking, Lending, Insurance & Superannuation for an exclusive online lunch where we’ll delve into the possibilities AI-driven voice analytics creates in the contact centre.

With case studies from Australia’s most awarded direct life insurer, NobleOak, and fintech pioneer, Prospa, we’ll quantify how AI can become your “best friend” in:

• reducing risk and increasing compliance, by understanding what’s happening in 100% of customer conversations
• identifying complaints and churn risks, to improve revenue outcomes, and
• driving cost out by automating a large portion of the QA function.

There will be plenty of time for audience questions.

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 Contact Centre, CX, Claims, Compliance and Analytics Leaders in Australian financial services.

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

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.

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.

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.

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.

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 Energy,  BMW, 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.

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.

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.

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.

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.

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.

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)