THE HOME OF CUSTOMER CONTACT IN Australia & NZ

The 5th Annual Customer Contact Week will provide you with the necessary roadmap and tools to adapt your People, Process, Technology and Customer Service Delivery strategy towards a new frontier. We’ll bring together pioneering organisations to discuss how they are successfully navigating this change and transforming their Contact Centres into a unified CX Hub that will forever change the way customers connect.

The #1 Customer Contact Event in Australia & NZ!

70+

EXPERT SPEAKERS

8

TOPIC STREAMS

6

INTERACTIVE WORKSHOPS

3

EXCLUSIVE SITE TOURS

Insights from Chief Customer Officers

Lawrence Mitchell


Steven Bailey


Lee Scales


Inspirational Speakers

CCW 2020 Topics & Themes

People and Culture

  • Going from EX to CX : The Steps for Engaged, Authentic Contact Centre Agents that hits the X factor for employees and customers
  • Flexible Working – the secret to Increased Agent Productivity?
  • Reimagining Workspaces and Environment – the Future of Work

Technology
Innovation

  • The Human Face of Digital: How to Retain your Brand Identity and Connection
  • The Digital Integration Problem: Incorporate All Your Customer Data Across Your Digital Touch Points
  • Unveiling New Self-Service Platforms such as Virtual Agents and Live Chat

Process Excellence

  • Migrating to CX: The Role of Agile in Driving Change and Service Strategies
  • Finding the Right Operating Model: Determine the Right Operational Strategy for your Customer Contact Hub
  • Unveiling New KPIs and Measurement Models to drive Customer Outcomes

CCW Exec Club:
Innovation Talks

  • Future-proof your CX Differentiator: Evolve your Customer Experience Delivery to Stay Relevant & Innovative
  • Unleashing Customer Data and Advanced Analytics to Drive Customer Relationships
  • Operational efficiency Vs. Intelligent Customer Service: The role of AI & Automation

Unforgettable Experiences..

What Past Attendees Are Saying