Just released - The Attendee List for Customer Contact Week 2025 #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!

Fuel brand growth at Customer Contact Week ANZ 2025, the premier customer experience (CX) and contact centre event in Australia & New Zealand.

Download the 2025 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!

Check out the companies and executives that typically attend the flagship CCW ANZ event!

By interviewing leaders across the contact centre ecosystem, the CCW Australia & NZ team have compiled a complimentary report looking at the journey B2B marketing managers are undergoing to secure new business. Download the report today and learn:

• New challenges shaping the vendor market
• The shift in spending priorities for contact centre leaders
• How to attract and retain new clients
• Creating a loyal client-based through customer experience
  

The CCW Excellence Awards are back for 2025!

We want to recognize you during the CCW Excellence Awards Gala on March 5, 2025 on the Gold Coast! We'll be celebrating the most innovative companies and top-performing executives for their impactful contributions to the customer contact profession.

With 6 award 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!

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 organisations that have developed a succinct and effective onboarding and retention program within their employees.

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 digital delivery and effective channel management across the organisation. Also looking at how businesses have utilised self-service to improve the overall customer experience.

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

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 contact centre leader who has demonstrated values such as empathy and effective leadership over the last 12 months.

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

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.

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.

Relive the Magic of CCW 2024: Download the Post-Show Report!

Revisit the excitement and key takeaways from Customer Contact Week ANZ 2024.

Download the Post-Show Report and delve into:

• Industry trends and insights shaping the future of CX
• Inspiring speaker presentations and thought leadership
• 2024 CCW Excellence Award Winners
• Networking highlights and attendee experiences
• Testimonials from our past attendees

Download the CCW 2024 Post-Show Report and stay ahead of the curve in the ever-evolving customer experience landscape.

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.

Today more than ever, customers expect exceptional service from the companies they do business with. However, when the move to remote work began, customer service was seen as secondary. This was due to a new wave of business disruption, resulting in increased call volumes and difficulties maintaining customer service standards.

With the move to remote work, this becomes a key challenge for businesses who must now balance shifting business structures with new technology investments, a remote workforce, as well as a need to sustain their team’s mental wellbeing.

In this report, we look at how businesses across all industries can ensure their agents are able to deliver exceptional customer experiences in a work from home future.

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 seasoned, accomplished contact centre leaders will impart their unique wisdom and best practices.

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 people.

Fielding over 16,500 calls a month, with this number increasing on certain lines by a massive 2% monthly, has meant that the contact centre has had to drive strategies to improve first call resolution and encourage greater service in peak times.

Aiding some of the State’s most vulnerable people though is no simple task, often leaving agents mentally and emotionally fatigued, which is why FACS has chosen to drive contact centre efficiencies through cultural transformation and agent empowerment. Discussing these strategies in more detail is Wendy Keith, the Director of the Housing Contact Centre at FACS. 

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 transactional model. Customer centricity is all about fostering an amazing experience at every stage of the customer journey.

As a strategic customer touch-point the contact centre offers an opportunity to deliver the superior experiences that customers have come to expect, and that will really help differentiate your business from the competition.

Ahead of Customer Contact Week 2020 we share with you the CCW Spotlight Series, featuring local and international insights from contact centre and customer experience leaders.

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 significant figure by all measures.”

This statistic has lead Deloitte UK to conclude that far from forcing the contact centre onto its death bed, digital channels are actually giving contact centres a new lease on life. As transcational enquiries move to self-serve channels, contact centre agents are freed up to provide a more valuable service to customers.

This shift in emphasis has imporant implication for how we operate our contact centres, with contact centres moving towards being hubs of expert communication, capable of delivering insight rather than information and adding substantive value to the customer experience across traditional and digital channels.

With this in mind we take a look at how three sectors, Banking, Marketing and Human Resources and Procurement are harnessing call centre technologies and transformation initiatives to optimise processes and deliver improved CX and UX. Read on to learn more. 

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 where chatbots can be used to provide a whole new level of customer experience and employee experience. From chatbot-administered surveys that vastly improve the UX design and response rates to consultative bots that give customers diagnostic advice using AI-powered insights, chatbots are capable of so much more thanwe realize.

In this Special Report, you’ll discover:

• 5 types of big-picture business goals you can achieve using chatbots
• Real-world examples where top brands have used chatbots to improve CX
• What “successfully” using a chatbot looks like.

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.

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 still researching, and need to clearly understand and demonstrate the benefits so that a final decision can be made.

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 for daily collaboration. The IT department will be hard pressed to implement these collaboration technologies, improve employee experience (EX) and handle the associated security concerns.

Key IT decision makers from some of the leading organisations in Australia came together in July and September 2019, to discuss the evolving dynamics in the workplace and the implications for IT when embarking on an initiative to drive EX.

This report discusses the key discussion points that emerged from the 4 sessions held in Sydney, Melbourne and Brisbane. The data findings used in the report are from the multiple Ecosystm studies that are live and ongoing on the Ecosystm platform. 

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 Enghouse can help you separate the facts from fiction.

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 and financial institutions to unprecedented levels.

And the problem is global. Between the 2008 financial crisis and 2017, banks around the world paid USD$321 billion in fines. And the fines paid this year are bigger than ever.

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 workplace from consulting firm Deloitte says that the key to success in the modern workplace “lies in the effective implementation of a digital workplace strategy capable of driving true cultural change”.

This eBook makes the case for introducing agency and agility to your workplace, and suggests how you can implement a digital workplace strategy and culture that is embraced by management, staff and customers alike.