Upcoming events
No events are found.
Past events
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….
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….
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….
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….
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….
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,….
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…..
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…..
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….
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,….
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….
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,….
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….
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….
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 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….
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….
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….
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….
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….
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….
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….
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….
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….
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….
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….
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.
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….
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….
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….
