25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD

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View the Final Day Program - Customer contact week 2020

As the Australian Flagship of the world's largest Customer Contact event series from Las Vegas; #CCWeekAU will deliver a program focused on a strategic approach to customer centric transformation and redefining the contact centre towards a holistic, empowered 'CX Hub'. Take a look at the Final ...

Sponsor Whitepaper

Complaint Management With Cognitive View

Based on the latest round of research on complaints management, it was found that many firms are meeting the vital regulatory requirements but are failing to keep up with customer expectations.To effectively pinpoint and remediate systemic issues, however, firms must be able to separate low-frequency, high-risk complaints from the vast...

Changing the Game on Employee Engagement, Performance & Retention

71% of all employees are not engaged while they’re at work, dragging down productivity, attrition and the customer experience. Noble Gamification helps turn that around with engaging contests, recognition and rewards. In short, it’s the engagement solution that maximises your ROI. Gamification is designed to increase productivity and reduce employee...

Limebridge: Omni-Channel Best Service Is No Service

It is ten years since we published The Best Service is No Service, (Wiley/Jossey-Bass 2008), in which we suggested that organisations needed to work harder to reduce the demand for customer contact, rather than spend so much time and effort “dealing” with the contacts. In this paper we’ll discuss how...

Limebridge: The Unexpected Impact of Digital, Bots and Chat Bots

Digital channels have grown exponentially in the last fifteen years. Customers are keen to use well structured digital solutions that are convenient and save time. The growth of on-line shopping and on-line sales and service is accelerating and customers clearly like it when it works well. Many pure digital businesses...

Limebridge: Customers "Get" What you Measure

“You get what you measure”, is among the oldest sayings in business. Unfortunately, numerous traditional measures undermine the customer experience. However, in this era of new customer experience tools, many of the measures that are possible have changed. We think that a lot more is possible. Why? 

Spend money. Make money. Four Businesses that Found Customer Experience Success

Digital customer experience technologies have transformed drastically in recent years. No longer are cloud-based, omnichannel call centers a cost burden to organizations. Now they’re expected to generate revenue through cross-selling, ROI and cost avoidance. In a recent analysis performed by Nemertes Research, the ROI of upgrading contact center platforms came...

What Can Automated Payments Do for Customer Contact Centres?

Payments automation is not the first thing that comes to mind when thinking about customer care. In fact, automation seems like the opposite of approachable and empathetic customer-service staff. We want more people on the other side of the line – not more automation.

Guide to Building a Business Case for a Cloud Contact Centre

There’s no shortage of predictions about Cloud adoption and for many organisations it is just a matter of time rather than a question still to be answered. These organisations are already under direction from senior executives to prepare for a move – if they haven’t migrated already. However, others are...

The 'Experience Economy': How Will It Impact Your IT Team

The workplace has changed dynamically in the past few years and will continue to evolve as employees take ownership of how they wish to communicate and collaborate on the job. It has become a norm today for the new generation of workers to expect the best-in-class applications and workplace tools...

6 Myths About Moving your Contact Centre to the Cloud

Moving your contact centre to the Cloud is a logical step for many organisations, but decision-makers are still facing negativity about this option. While some of the advantages are now well-proven and accepted, other circulating information is unfounded or contradictory and has led to misconceptions and uncertainty. This eBook from...

How Artificial Intelligence Can Mitigate the Risks for Australian Banks and Organisations as They Enter a World of Greater Compliance.

Australia’s banks and financial organisations are at a crunch point. The Australian Government’s Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry reveals extensive breaches of regulations.Worse, the findings continue to highlight an industry culture whose focus on profit over customer experience has sent mistrust of banks...

Knosys: How to Transform your Digital Workplace and Delight your Customers

Believe technology solutions should add value and be useful to every member of your team?That is why Knosys built KIQ Cloud - for your business - for everyone. View the Knosys online flipbook for a preview on how you can: -          Increase employee engagement by providing a recognisable platform for...

The Ultimate Guide to Workforce Agility for Customer Service Leaders

Technological disruption and the global nature of the business world is changing the way we work. One key trend that today’s Customer Service leaders are embracing is the idea of responsive workplaces, and in the process, setting themselves up to thrive rather than simply survive.A recent report on the digital...

Key Event Information

CCW 2020: Attendee ROI Toolkit

Thinking about attending CCW Australia and NZ? We are here to help you convince your colleague or manager to attend. Take a look at the top reasons why you should attend. This ROI Toolkit includes:Convince your boss letterTop reasons to attendPricing guideand more!If you would like a copy of this...

CCW 2019 Post Show Report

#CCWeekAU 2019 was our biggest and best event yet! Check out the most unforgettable moments from the week in the Post Show Report. Included in the report is an attendee analysis, testimonials, award winners, who's coming back in 2020 and so much more!

2019 CCW Attendee Snapshot

Who will you meet at CCW? Explore the 2019 attendee snapshot to see who else was there and what you can expect for 2020!

Featured Content

Driving Superior Experiences: The Biggest Trends Transforming Customer Contact in 2020 and Beyond

Do you want to understand the strategies and best practices around delivering superior customer contact experiences?You must view our most comprehensive and insightful report yet! Compiled with over 100 responses from leading contact centres across the APAC region, we’ve explored some of the biggest themes in customer centricity including:Workplace cultureSelf-service...

FACS: Driving Contact Centre Efficiency through Cultural Transformation and Agent Empowerment

The Department of Family and Community Services (FACS) works to improve the lives of children, adults, families and communities in NSW. The department provides services to Aboriginal people, children and young people, families, people who are in need of housing, people with disability, their families and carers, women and older...

CCW Spotlight Series: Transforming Your Contact Centre into a Strategic CX Touch-Point

Operating on a purely transactional basis, speed and turnaround time has been the key focus of many organisations when it comes to dealing with customers. Today, things are very much different. While fast service is still one of the key indicators of success, customer centricity has gone beyond the usual...

Special Report: Building an Omni-Channel Contact Centre

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.It is not that they don’t want to; businesses almost universally recognise the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the...

Making the Contact Centre a Strategic Business Player: Contact Centre Trends By Industry

Interestingly though according to a recent Customer Contact Week Australia report, “phone still remains the top channel (74%) where majority of customer interactions are happening. It’s interesting to note though that other channels such as web, email, chatbots and social media now handle one quarter of all interactions – a...

Customer Contact Week Australia 2020 - Presentation Packet

Ahead of Customer Contact Week Australia 2020, explore some of the highest rated presentations from the 2019 event. Explore insights from: ANZ Bank Queensland Urban Utilities Western Power iSelect 

APAC Customer Experience Trends - 2019 Report

View this report by CX Network to see how CX practitioners in APAC are responding to customer trends to impress clients and prospects. Use the findings of this report to benchmark your company’s progress and prioritise your plans for the next 12 months accordingly.

Market Study: Trends In Customer Experience Design & Strategy

Customers do not feel you are delivering a great experience. Worse, they question whether you and your employees care about solving problems, listening to feedback and making improvements.Do not let this doubt linger. Do not go another year without turning customer centricity into a reality for your business.Let our Market...

5 Ways to Make Empathy the Heart of Your CX Strategy

When we trumpet adages like “customers are always right about how they feel,” “treat customers as one in a million rather than one of a million,” and “view customers as people, not numbers,” we are ultimately underscoring the importance of sentiment. We are arguing that “feeling” and “emotion” are pivotal...

In the spotlight with the Chief Customer Officer - Air Asia and Yum!

CX influences brand perceptions and impacts business performance just as strongly as a number of other departments, such as traditional marketing like media advertising and price promotions once did. Download this report to see how successful CCOs of Air Asia and Yum! highlight the emergence and importance of what it means...

Special Report: Open Workspaces for the Contact Center

Today’s workforce demands purposeful work, flexible schedules and career progression. Employers have responded by offering flexible or work-from-home options and investing in digital technologies that empower staff to work remotely. Consequently, workspace design has evolved, too, with interior designers appointing spaces that are fluid, multipurpose and aesthetically pleasing – a...

Increasing Humanity with Chatbots

It’s often said that chatbots are most useful for handling rote, repetitive tasks like account inquiries and billing status updates, thereby freeing human agents to tackle more high-value work that requires empathy and communication skills.   However, as the technology grows increasingly sophisticated, there are a growing number of use cases...

Self Service: State of the Industry Report

Today’s companies know that self-service must add value for the customer instead of being a cost-saving decoy.As the infrastructure incrementally improves from the annoying IVRs and FAQs of old, surveys find that 50 percent of customers default to self-service to seek fast solutions on their own time, while 70 percent...

Sponsorship Information

CCW 2020 Sponsorship Prospectus

The CCW 2020 sponsorship prospectus has just been released. Get your copy to see who you can get your solution in front of, other confirmed partners who'll be exhibiting, what's new for 2020, and packages available

Award Submission - Customer Contact Week 2020

Learn More About the CCW 2020 Excellence Awards

The 5th Annual Customer Contact Week team is delighted to announce the return of the CCW Excellence Awards! These awards aim to recognise those facilities, teams, individuals and solutions providers who are making the greatest contributions to the customer contact space by driving innovation, service design and exceptional user experiences.As...

CCW Excellence Awards Application Form: Best in Class Contact Centre for 2020 (Over 100 Seats)

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.  If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s...

CCW Excellence Awards Application Form: Best in Class Contact Centre for 2020 (Under 100 Seats)

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

CCW Excellence Awards Application Form: Best Contact Centre Culture

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

CCW Excellence Awards Application Form: Best Training & Development Program

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

CCW Excellence Awards Application Form: Customer Contact Leader of the Year

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

CCW Excellence Award Application Form: Best Contact Centre, New Zealand

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

CCW Excellence Awards Application Form: Best CX Transformation

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

CCW Excellence Awards Application Form: Innovative Technology of the Year

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts...

Exclusive 2019 Content

Special 2019 Report: Customer Insights and Analytics

You will not find a single customer contact leader who disputes the importance of data. You will doubtfully find many who dispute the importance of “actionable analytics.”You will, however, find plenty of organizations that are struggling to make the most of their customer data. They may be looking in the...

Empowering Customers to Control Experience: How Self-Service in Healthcare is Saving Lives and Cutting Costs

Ahead of Customer Contact Week 2019 we chat to Cippy Seidler, Director of Banner Health's Customer Care Centre. Banner Health, who receive some 4.2 million calls annually are working to optimise internal processes and empower their customers through self-service initiatives. 

5 Biggest Causes Of "Agent Effort" Within The Contact Centre: And Why They Matter

At the upcoming CCW Australia, speakers, solution providers and attendees will explore opportunities to spot and eliminate sources of agent effort.  To help with that quest, we have provided insight into why “agent effort” matters -- and which aspects of the contact centre tend to create the most frustration.

Omnichannel Cloud Customer Service eBook

Delve into the 5 keys for success in achieving an effortless, personal, Omnichannel Cloud Customer Service. Our Industry Partner, Bright Pattern, exclusively put together this eBook to share what true omnichannel looks like, and how it is the key to winning...whether your company is big or small!

Gamifying Contact Centre KPIs to Drive Improved Employee and Customer Experiences

Ahead of the Customer Contact Week Summit 2019 we chat to Luke Jamieson, Head of First State Super’s Service Centre. In this article Luke discusses how and why gamification was seen as an ideal strategy to drive employee engagement in the contact centre, and further delves into the early positive...

According to the Experts: The Trends Shaping the Future of Customer Contact Centres

With much of the discussion around contact centre transformation hinging on new opportunities that have only emerged in recent years, we wanted to find out exactly which trends the experts see as truly transformative. To do this we at CCW HQ sat down with our expert Advisory Board panel to...

Additional Content Download

How AMP is leveraging customer analytics in their contact centre to drive a personalised and seamless customer experience

In this article, Sean O’Malley, Director of Contact Centres at AMP, shares the strategies used to implement analytics in the contact centre, the lessons learned from their journey to date and how they are turning customer data into actionable insights to drive a personalised and seamless customer experience.

Bupa’s contact centre transformation: leveraging new technologies to drive a personalised customer experience

In this article, Daryl Niemandt, Head of Contact Centres and Partnerships at Bupa, explores the new technologies and people capabilities used in the contact centre to improve customer experience and the tools they are using to better understand and solve customer pain-points.

How NAB is placing innovation at the heart of contact centre service delivery

In this interview,  Chris Barnes, Head of Operations at NAB, explores the different digital platforms NAB is using in their contact centre to improve customer engagement and satisfaction, as well as the strategies they are using to up-skill staff to work in an omni-channel environment.

Transforming your Contact Centre into a Superior Customer Service Centre

In this interview, Neil Harrison, Formerly Contact Centre Manager at iiNet, explores:Utilising the personal goals of your people to create a positive culture within the organisationRetaining and treating your staff correctly to keep them loyal and engagedTaking pride in first call resolution and quality service that customers will rememberGuiding staff...

Personality Matters: New Leadership Skill-set for Transformation in the Digital Age

In this interview, Tara Bate, Learning and Development Manager at Smart Service Queensland, explores:Validating the next frontier by leveraging personality to improve customer interactionsGauging different expectations from different customersEnsuring and promoting positive connections with customers and throughout the organisationIncreasing sales and retention as well as shortening call times & receiving...

Successful Implementation of the Multi-Skilled Model

In this video interview, Mark West, Former Manager Contact Centre Operations, Pepper Financial Services, explores how his contact centre has developed multi-skilled models link to company strategic direction and client experience targets and how they are integrating new digital platforms to better engage customers.

Turning customer complaints into opportunities: a glimpse into WorkCover Queensland’s CX Contact Centre Transformation

In this video, Jody McLaren, Manager Customer Support at WorkCover Queensland, explores the strategies his team is using to manage customer complaints through different channels and the CX metrics they are using to track customer engagement

Interview with Jody McLaren, Manager, Customer Support, WorkCover Queensland

In this interview, Jody McLaren, Manager Customer Support at WorkCover Queensland, explores the strategies his team is using to manage customer complaints through different channels and the CX metrics they are using to track customer engagement.

Creating seamless customer connections through digital channels at nib

In this exclusive video interview, Tanya Eglinton, Head of Contact Centre Operations at nib, explores:The types of digital channels nib's contact centre is using to engage customersStrategies to keep staff motivated and engaged when it comes to using new technologiesHow to ensure a consistency of services to customers across all...

Interview with Tanya Eglinton, Head of Contact Centre Operations at NIB

In this exclusive interview, Tanya Eglinton, Head of Contact Centre Operations at NIB, explores:The types of digital channels NIB's contact centre is using to engage customersStrategies to keep staff motivated and engaged when it comes to using new technologiesHow to ensure a consistency of services to customers across all channelsNIB's...

Contact centre transformation in a digital age: tools, tips and strategies to drive customer centricity

We recently caught up with four contact centre leaders across Australia to find out the strategies they are each using in their contact centres to create a digital customer experience and the impact this is having on customer satisfaction and engagement.In this eBook, Oscar Poocuetos, General Manager of Contact Centres...

5 megatrends transforming contact centre service delivery in Australia: in 2018 and beyond

With much of the discussion around contact centre transformation hinging on new opportunities that have only emerged in recent years, we wanted to find out just how contact centres are positioning themselves to become more relevant and offer improved value and CX in the near future.Ahead of the 3rd Annual...

The Bots are here: how Bankwest is utilising automation and self-service in their contact centre to drive a seamless customer experience

In this case study, Max Clarke, Head of Contact Centres at Bankwest shares the steps taken to roll-out self-service and new technologies in their contact centre and how they are educating their customers and supporting their staff to embrace the new digital and self-service options available. 

10 Skills All Great Contact Centre Leaders Need

CCW Digital has identified the 10 skills all great contact centre leaders need.  Highlighted in this article, these qualities help distinguish true contact centre leaders from mere managers.Through its special “Future Leaders Lab” track, the 2018 Contact Centre Week Australia will help rising leaders cultivate these qualities.  Our faculty of...

Better customer experiences with omnichannel engagement

More conversation leads to better relationships. This is true in life and in customer service.

Your guide to omnichannel customer support

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). How customers do this varies— sometimes the customer is standing in line somewhere, browsing their mobile phone.At other times, the...

Unlocking the power of conversation

Conversations are complex. What could appear to be a simple exchange of words is actually communication that conveys meaning through so many small factors. Not just the words themselves, but the pauses, the tone, the laughter or sighs. Through a conversation humans have the ability to understand these nuances and to understand the richness of what...

Accelerate Customer Experience Innovation with an Open Development Platform

Speed Your Digital Transformation by Developing on an Open Customer Experience Platform

NICE Contact Customer Experience Transformation Benchmark Study

Today’s contact centers support an average of 9 channels* and consumers have come to expect the ability to communicate with companies any time, any where and with any device. This is the first and only research study that compares how businesses say they are doing versus how consumers rate their actual experiences—in specific communication channels.

Fast Track your Attendance

Fast Track Your Attendance | Customer Contact Week Australia 2020

Want to fast track your attendance to Customer Contact Week Australia 2020? It's easy! Simply download the registration form and email back to registration@iqpc.com.au

Brochure

View Final Day Program - CCW 2020

As the Australian Flagship of the world's largest Customer Contact event series from Las Vegas; #CCWeekAU will deliver a program focused on a strategic approach to customer centric transformation and redefining the contact centre towards a holistic, empowered 'CX Hub'. Take a look at the Final Day Program!