Upcoming events

 

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…..

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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…..

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ITO logos

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,….

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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….

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Video customer support: this year’s emerging CX trend

Date: February 3, 2021

Location: Sydney CBD

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The date for this event is yet to be set, based on Covid-19 impact. Please register your interest in attending so we can notify you when the date is set! You are invited to an exclusive Leaders Lunch to hear how you can leverage 2020’s emerging customer engagement channel: video. Video has long been embraced….

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Past events

 

Moving beyond simple bots: creating Smart Virtual Assistants

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….

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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,….

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How to apply artificial intelligence (AI) in digital marketing

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….

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How to apply artificial intelligence (AI) in digital marketing

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,….

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Global Customer Service Delivery in the Digital Age

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….

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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….

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Succeeding with offshore customer service: the GoGet story

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….

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eye

The Royal Commission has yielded far-reaching consequences for Australian financial services, with reverberations and lessons to be learnt across all industries. The importance of reviewing and validating processes, procedures and customer interactions has never been greater. The onus is on companies to identify and prevent misconduct, and against this backdrop, AI and digital transformation are….

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Customer Insights – best practices and new approaches

Date: July 11, 2019

Location: Sydney CBD

uber logo

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….

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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….

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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

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….

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Incentive Program Launch: Global Business Services in South Africa

Date: February 26, 2019

Location: Sofitel Darling Harbour 12 Darling Drive, Sydney

BPESA

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….

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Analyst Briefing: South Africa for Global Business Services

Date: February 25, 2019

Location: Sofitel Darling Harbour 12 Darling Drive, Sydney

South Africa

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….

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Advisors Circle

Start date: February 12, 2019

End date: February 14, 2019

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

Fiji

Join an exclusive gathering of consultants and analysts to learn about the emerging destinations of Fiji, South Africa and Malaysia for Australian contact centre 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….

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Salary and Benefits Trends in Contact Centres

Date: November 15, 2018

Location: Sydney

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….

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