Check out the latest State of the CX Report
Top 5 Takeaways for the ANZ Market: The Global State of CX 2025

1. AI Becomes Business-Critical AI and automation have moved beyond pilots — ANZ organisations are now deploying them at scale to enhance self-service, efficiency, and personalisation.
2. Data Drives Trust Customer experience success in 2025 relies on clean, connected, and compliant data. Strong data governance is key to earning customer trust in Australia’s privacy-focused market.
3. CX Budgets Focus on Automation ROI - Investment priorities centre on AI, machine learning, and workflow automation to boost productivity and deliver measurable CX returns.
4. Customers Expect Speed with Substance Australian consumers demand fast, frictionless, and ethical experiences — valuing transparency and sustainability as much as convenience.
5. CX Strategy Equals Business Growth Top CX leaders directly link customer initiatives to retention, loyalty, and revenue growth — proving the commercial impact of experience design.
   

Fuel brand growth at Customer Contact Week ANZ 2027, the premier customer experience (CX) and contact centre event in Australia & New Zealand.

Download the Sponsorship Prospectus to:

• Target the right audience: Gain insights into attending CX decision-makers.
• Align your investment: Discover top CX priorities.
• Strategize your presence: Explore interactive floorplans and real-time inventory.
• Choose the perfect package: Find sponsorship & exhibition options to fit your goals.
• Shape the future of CX and contact centres: Network and showcase your solutions.

Download now and unlock your potential!

Relive the Magic of CCW 2026: Download the Post-Show Report!

Revisit the excitement and key takeaways from Customer Contact Week ANZ 2026.

Download the Post-Show Report and delve into:

• Industry trends and insights shaping the future of CX
• Inspiring speaker presentations and thought leadership
• 2026 CCW Excellence Award Winners
• Networking highlights and attendee experiences
• Testimonials from our past attendees

Download the CCW Post-Show Report and stay ahead of the curve in the ever-evolving customer experience landscape.

Transform Your Contact Centre Strategy with Data-Backed Insights

Did you know that 63% of contact centres in ANZ struggle with effectively balancing tech and human touch, or that agent retention rates are dropping by 18% in hybrid work environments? These are just a few of the critical trends uncovered in our State of the Contact Centre Industry 2025 Report.

This essential report reveals the latest insights and strategies shaping the future of customer contact in ANZ, equipping you to tackle industry challenges with confidence.

What You’ll Discover:

• AI in Action: How over 70% of contact centres are leveraging generative AI to enhance customer satisfaction.
• Retention Revolution: The top 3 strategies driving agent engagement and reducing turnover.
• Data-Driven Success: Proven ways to turn analytics into actionable insights that elevate CX.

Download the Report and lead your organisation into a future of innovation and success. This isn’t just a report - it’s your blueprint for thriving in an ever-evolving customer contact landscape.

In an engaging conversation with Conference Director Alexandra Craggs, Marija Licina, Customer Experience Manager at QTAC, and Lara Bellino, Customer Experience Team Leader at QTAC, share their expert insights into fostering employee engagement and retention within the contact centre environment.

Marija and Lara provide a firsthand look at the strategies that have enabled QTAC to create a culture where employees thrive and contribute to outstanding customer experiences.

Download this report to discover:

• Why different industries need different metrics to inspire and deliver performance gains
• The role of corporate culture in driving excellence in customer support
• How to motivate and empower teams to ensure all CX benefits are measured and communicated
  

Unlock exclusive insights from industry leaders in customer contact with the CCW 2024 Presentation Pack. Dive into AI for Customer: Supercharging Processes & Decision Making by Tim Johnson from Suncorp, explore Channel Strategy: For an Optimised Experience with Peter Hiransi and Hannah Ellingford from South East Water, and learn from Delivering Content Fast: AI Journey Learnings by Agnes So from HotDoc. This pack is filled with actionable strategies to elevate your customer contact operations.

Download it today and gain a competitive edge in your customer experience approach.

Dive into the rhythm of customer experience innovation with Hayley McNab, Head of Customer Care at The Warehouse Group. Uncover the secrets behind engaging employees in new projects, the art of involving the right minds, and the orchestration of agile transformation.

Discover how Hayley's insights will echo through CCW 2024, bringing harmony to the world of customer contact excellence!

Download the Global State of CX 2024 to discover:

• Why data and analytics are growing in importance for CX practitioners
• What our network members and their customers think about AI
• How practitioners are working to build recognition of CX as a key business driver

Discover invaluable insights on boosting employee retention in the contact centre industry.

Join Sean Richards, Contact Centre Manager at Powershop Australia, as he shares expert tips and takeaways. From building an exceptional employer brand to creating opportunities for growth, Sean's wisdom promises to transform your approach to employee experiences.

Dive into the competitive hiring landscape and find out how to attract the best talent while adapting to the changing needs of the modern workforce. Don't miss out on this exclusive opportunity to enhance your retention strategies.

This report will cover:

• The importance of customer experience personalization
• The role it plays in facilitating exceptional CX
• Solutions that can improve personalization efforts and optimize workflows for more seamless yet meaningful experiences
  

Through research compiled with 500+ Contact Centre and CX leaders, the CCW Australia & NZ team have compiled a report looking at how we can create a digital channel management strategy that ensures the future of contact centres are supported for years to come. Download the report to learn more!

In the wake of the pandemic, organisations have been re-thinking their customer strategies to deliver exceptional customer experience (CX) while coping with the day-to-day operational issues. Contact centres in Asia Pacific were also impacted by the disruption in offshore delivery, resulting in a rise of onshore outsourcing.

Despite these challenges, organisations have demonstrated great resilience by experimenting with various models of customer engagement.

This Webex by Cisco-commissioned whitepaper presents the key trends impacting contact centres in Asia Pacific and the implications for CX decision makers as they plan their organisations’ customer strategy for 2021 and beyond.

The CCW and GOVCC Excellence Awards are back for 2026!

We want to recognize you during the Excellence Awards Gala on March 18, 2026 at the Royal Randwick Racecourse in Sydney! We'll be celebrating the most innovative companies and top-performing executives for their impactful contributions to the customer contact profession.

With 5 award categories (including 2 new categories!) to highlight the accomplishments of the customer contact community, register for our awards and tell us your company story to be in the running to win!

This award celebrates excellence in government-led contact centres that put citizens at the heart of service delivery. It recognises innovative approaches to managing complexity, building trust, and improving citizen experience through technology, process optimisation, and empowered teams. Entrants should describe their approach to overcoming challenges while maintaining a citizen-first mindset.

Judges will look for measurable improvements in customer satisfaction, operational efficiency, employee engagement, and public trust — showcasing how your organisation has set a new benchmark for government service excellence.

As part of Australia's leading Contact Centre and Customer Service event, your participation not only rewards your teams' effort, but also positions you and your organisation as thought leaders in the region.

This category celebrates the teams that have prioritised customer loyalty and retention over the past year. Looking at the key engagement and marketing strategies that have improved customer opinion and overall metrics

As part of Australia's leading Contact Centre and Customer Service event, your participation not only rewards your teams' effort, but also positions you and your organisation as thought leaders in the region.

This category celebrates the best in customer contact. Looking at the overall contact centre and how the department has become a key and effective channel for the broader business

This award recognises the most impactful use of artificial intelligence within a contact centre environment — from proof-of-concept initiatives to fully scaled solutions. It celebrates organisations that have successfully harnessed AI to transform operations, elevate agent experiences, and enhance customer outcomes.

Entrants should outline the challenge their contact centre faced, why AI was chosen as the solution, and how it was implemented. Judges will be looking for creativity, technical innovation, and resilience in overcoming key challenges during the deployment process.

This award recognizes organizations that have implemented exceptional programs to foster the growth and development of their employees.

The Attendee List for Customer Contact Week #CCWEEKAU provides an overview of the top companies and professionals who attended the event. This comprehensive list includes executives, decision-makers, and customer service professionals from a wide range of industries, all coming together to learn about the latest trends and strategies in customer service.

Make sure you don't miss out! Get your delegate tickets today for region's #1 Customer Contact event. Yes, we really mean it!