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...

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 marketThe shift in spending priorities for contact...

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...

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...

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...

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...

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...

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

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...

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,...

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...

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 CXInspiring speaker presentations and thought leadership 2024 CCW Excellence Award Winners Networking highlights...

This report will cover: The importance of customer experience personalizationThe 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,...

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....

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...

More conversation leads to better relationships. This is true in life and in customer service.

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). How customers do this varies— sometimes the customer is standing in line somewhere, browsing their mobile phone.At other times, the...

Conversations are complex. What could appear to be a simple exchange of words is actually communication that conveys meaning through so many small factors. Not just the words themselves, but the pauses, the tone, the laughter or sighs. Through a conversation humans have the ability to understand these nuances and to understand the richness of what...

Speed Your Digital Transformation by Developing on an Open Customer Experience Platform

83% of consumers worldwide love to browse and buy products during messaging conversations and 60% prefer reordering via instant messaging apps. Is your conversational commerce strategy on par with the growing expectations of customers? The term “Conversational Commerce” has been in circulation since 2016, but few companies have made it...

With widespread change and increased pressures comes new opportunities to rethink, reassess, and reinvent. The savvy businesses that are embracing change and adapting their customer support tools, technology, processes, and recruitment are thriving. They will continue to do so for the year ahead and beyond.In this report, we examine the...

The Attendee List for Customer Contact Week 2024 #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...

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...

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...

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...

Today’s workforce demands purposeful work, flexible schedules and career progression. Employers have responded by offering flexible or work-from-home options and investing in digital technologies that empower staff to work remotely. Consequently, workspace design has evolved, too, with interior designers appointing spaces that are fluid, multipurpose and aesthetically pleasing – a...

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...

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...

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...

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...

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...

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...