Upcoming events

 

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)….

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journey graphic

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….

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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….

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Past events

 

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….

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How Fiji stacks up v the Philippines for Outsourcing

Date: September 9, 2021

Location: Zoom

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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….

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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….

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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….

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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….

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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….

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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….

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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….

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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….

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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….

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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….

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Enhancing CX with Video Customer Support

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….

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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….

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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….

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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….

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