12 Days of Christmas
Day 6:
10% OFF Conference
Code: 10off
The Largest Customer Contact Event in Australia!
25 - 28 February, 2020 | The STAR Gold Coast, Queensland
Welcoming our premium sponsor:
THE HOME OF CUSTOMER CONTACT IN Australia & NZ
Customer Contact Week 2020 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
Chief Customer Officer
Steven Bailey
Chief Customer Officer
Lee Scales
Chief Customer Officer
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
2020 CCW Excellence Awards
We strive to recognise 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.