Upcoming events

 

Next generation CX: creating the perfect blend of people, apps and bots

In the rush to embrace technology, companies too often forget the critical importance of people in the customer service chain. Whether it’s building rapport for a potential sale, negotiating a payment schedule with a late payor, or seeding a chatbot with a detailed knowledge base…people power, and are ultimately accountable for, the customer’s experience. With….

Read more

Customer Insights – best practices and new approaches

Date: July 11, 2019

Location: Sydney CBD

Customer Insights – best practices and new approaches

Join your peers for an exclusive roundtable with a keynote by Uber and industry thought leaders on new approaches to customer insights. At this session, we’ll cover how to: Increase ROI from your customer insights Drive revenue from customer feedback analytics by linking both structured and unstructured data Leverage the power of automation to reduce….

Read more

Past events

 

South Africa and iiNet’s award-winning customer service story

Start date: April 3, 2019

End date: April 4, 2019

Location: Melbourne CBD (Apr.3); Sydney CBD (Apr.4)

South Africa and iiNet’s award-winning customer service story

Recognised as a global leader in customer service excellence, iiNet was always a pioneer. They were the first Australian company to offer PPP Internet access…and the first to outsource their contact centre to South Africa – a bold strategy which paid off, with industry-leading Net Promoter Scores and call answer times. iiNet paved the way….

Read more

Incentive Program Launch: Global Business Services in South Africa

Date: February 26, 2019

Location: Sofitel Darling Harbour 12 Darling Drive, Sydney

Incentive Program Launch: Global Business Services in South Africa

The High Commissioner for the Republic of South Africa, H.E. Ms Beryl R Sisulu, and the South African Department of Trade & Industry (DTI) are pleased to invite Australian executives to a business forum for the launch of the Global Business Services (GBS) incentive programme. South Africa has a proven proposition for Australian companies seeking….

Read more

Analyst Briefing: South Africa for Global Business Services

Date: February 25, 2019

Location: Sofitel Darling Harbour 12 Darling Drive, Sydney

Analyst Briefing: South Africa for Global Business Services

The South African Department of Trade and Industry (DTI) and the industry body for Global Business Services (BPESA) are holding a special briefing session for Australian analysts, intermediaries, consultants and influencers. The briefing will update key stakeholders on the South African environment for global services delivery including the new government Incentive Programme – which will….

Read more

Advisors Circle

Start date: February 12, 2019

End date: February 14, 2019

Location: Melbourne (February 12); Sydney (February 14)

Advisors Circle

Join an exclusive gathering of consultants and analysts to learn about the emerging destinations of Fiji, South Africa and Malaysia for Australian business process outsourcing. Just a few hours’ flight from Sydney, Fiji is home to customer service and back office operations of household brands such as iSelect, Lebara and Spotlight. With a cost-base on….

Read more

Salary and Benefits Trends in Contact Centres

Date: November 15, 2018

Location: Sydney

Salary and Benefits Trends in Contact Centres

You are invited to an exclusive lunch for leaders in the contact centre industry, to learn about industry trends in wages and employee benefits, against the backdrop of a global services marketplace. Network with your peers while hearing about:  the state of play in contact centre pay scales how the modern awards in Australia compare….

Read more

New approaches to acquiring customers through the contact centre

The ability to acquire customers cost-effectively is central to the sustainability of virtually every business. The contact centre has long held a vital role in customer and member acquisition strategy, however it’s a modern art and science few perfect. Join us over lunch to hear today’s best practices in Dialling strategy Data profiling and propensity….

Read more

How to deliver on a brand promise of fast, reliable, cost-effective service

As a leading courier company operating in 4 markets, Fastway knows the importance of cost-effective, reliable and speedy delivery. So it’s no surprise that these same three qualities are critical in its customer service operations. Join us over lunch to hear how Fastway delivered on its brand promise by outsourcing to the Philippines where, after….

Read more

South Africa’s BPO industry: the next generation of service delivery

The global services market in South Africa grew at a rapid rate of ~22% annually over the past four years. Australia is a key engine of this growth representing 25% of contact centre seats outsourced from international markets. Join us for a lunch presentation of the latest research from Everest Group, where you’ll learn the….

Read more

Creating safe and seamless payment experiences for your customers

Start date: October 17, 2018

End date: October 18, 2018

Location: Sydney, Melbourne

Creating safe and seamless payment experiences for your customers

This is a private lunch event designed for leaders and owners of voice and digital customer experience and services. This includes head of operations, payments, IT, security, CX and contact centre functions.

How to extract insights from customer conversations to inform smarter marketing & product decisions

Join us for a boardroom lunch to learn how analytics can be deployed as a service to achieve breakthrough insights about what customers want and feel. With the only requirement being a call recording capability, there is no need for internal specialists or purchase of any software licences. Manually reviewing a tiny sample of individual….

Read more

The chatbot train has arrived – tips for successful implementation

This is a private lunch event for leaders in customer service, CX, digital and contact centres. Chatbots and virtual agents are on the agenda of virtually every Customer leader in Australia. The question is not whether to implement, but how to implement successfully. At this free lunch event with your peers, hear from Transport for….

Read more

BPO Masterclass: how to negotiate, set up and manage a BPO contract

Start date: July 5, 2018

End date: July 6, 2018

BPO Masterclass: how to negotiate, set up and manage a BPO contract

This event, facilitated by BPO veteran Robert Gaunt, is designed for executives responsible for BPO vendor partnerships, across operations, procurement, legal or finance.  In any outsourcing venture, it’s critical to understand purpose. We’ll cover: • Reasons to outsource. What is our problem statement, what are the key drivers? • Which functions / processes should be….

Read more

The telecommunications and utilities sectors share many challenges and synergies in customer management. Against a backdrop of continual margin pressure, both sectors have embraced offshoring as a critical strategy to improve service and agility. Join us for a boardroom lunch with your peers to hear from the industry experts on the state of outsourcing in….

Read more

The next (r)evolution is voice – the age of voice-activated virtual assistants is here

Topics like voice, Artificial Intelligence and chatbots have been getting a lot of attention lately, and for good reason. 75% of US homes are predicted to have a voice-activated virtual assistant by 2020, according to Gartner. In fact, the latest Salmat and ACRS research reveals 68% of Australian consumers would already give shopping using an….

Read more

How to scale quickly and stay agile through outsourcing

Date: February 15, 2018

Location: Sydney

How to scale quickly and stay agile through outsourcing

The classic dual challenge for startups is: acquire customers fast, but stay lean. That’s why offshoring to the Philippines has proven the “darling” of so many Australian startup business models. Whether your imperative is “double the output” or “halve the cost”, having a team offshore allows you to cost-effectively grow your business. Join our free….

Read more