PROACTIVE . PERSONAL . PURPOSEFUL
September 06, 2023
| Rydges Melbourne, Victoria
Welcome to the CCW Strategy Day 2023!
A one day, incredibly interactive, discussion based meet-up covering updates, developments, and innovations in customer contract teams and delivery across Australia.
Customer Contact must be proactive, personal and purpose driven.
It requires a complex system of data, tech integration and selection, a highly skilled and engaged workforce, a culture of continuous improvement, agility to respond in real-time, and true customer buy-in.
The CCW Strategy Day will bring together the CCW community for a check in.
Where are you? What do you need to change? Where do you need to invest? What should your next change be to meet and exceed your customers’ expectations
Customer Contact must be proactive, personal and purpose driven.
It requires a complex system of data, tech integration and selection, a highly skilled and engaged workforce, a culture of continuous improvement, agility to respond in real-time, and true customer buy-in.
The CCW Strategy Day will bring together the CCW community for a check in.
Where are you? What do you need to change? Where do you need to invest? What should your next change be to meet and exceed your customers’ expectations
CCW Strategy Speakers Include:
Renee Moore
Customer Contact Director
Bega Group
Greg Curcio
Director Customer and Performance
Knox City Council
Hendrik Coetzee
Solutions Architect
Sprinklr
Mark Burgess
Site Director of Global Property & Guest Services Pacific Reservations and Customer - Asia Pacific
Hyatt
Daniele Iezzi
Former - General Manager Customer Service
Country Road Group
Greg McPherson
General Manager - Business & Member Services
Cerebral Palsy Network
Emily Bayford
Senior Manager, Contact Centres
Australian Super
Rhys McKimmie
Manager - Customer Contact Solutions
Red Energy
Manuela Metz
National Assistance Contact Centre Manager
Assist Australia
Alexandra Craggs
CX Portfolio Director
IQPC
Steve Jurisic
Customer Experience SE
RingCentral
Richard Minta
Senior Manager: Solutions Consulting
Sprinklr
Sean McBride
Head of Consulting
Customer Driven
Louis Dupé
Director
Customer Driven
DISCUSSIONS AT CCW STRATEGY DAY 2023 WILL INCLUDE:
Proactive Customer Contact in CX
Techstack optimisation and consolidation
Combining optimal tools and technology
Improving customer journey mapping
Optimising customer operations
AI integration to improve CX/EX
Data processing and analytics for hyperpersonalised experiences
Employee engagement, wellbeing and efficiency
Enabling insights-driven customer contact
Integrating traditional and digital service channels
CCW Strategy Day 2023 Is All About Discussion, Interaction
and Engagement.
Be Matched with your peer facing the same challenges through:
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Customer Driven was established September 2014 by Louis Dupé and Peter Trowbridge with the vision to build a customer-centric business consulting and services company. The founders, supported by a team of experienced business practitioners, have developed a reputation for delivering business improveme...
