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!

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. 

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.

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.

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
  

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.