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.

For ten years CCW has been the place for the industry to connect, to innovate, to advance, and revolutionise.

At CCW 2025, we are going to celebrate a decade of excellence and transformation.

More importantly, we are going to get you set for the next decade. The decade where you supercharge your customer contact strategy, technology, process, and customer excellence.

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.

• Discussing ways to increase your departments sales and revenue targets to demonstrate the monetary value contact centres hold.
• Learning how to train teams on customer loyalty and the value satisfied customers bring to the broader business.
• Why collaboration is key – how do we work with digital and CX to review channel management strategies for customer retention.
• Bringing control to the customer: What are the challenges with this and how do we improve customer experiences across all channels.

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!

When: Thursday, 26th August 2021

Duration: 9:30am - 11:00 pm AEST

Register: Reserve your complimentary pass below.  

Before we kick off CCW Australia & NZ on the Gold Coast, join us for a free-to-attend virtual focus day where we talk to some of the leading speakers who will be part of our Customer Contact Week this October. 

Join us as we talk through how we can build an effective channel management approach to drive your customer service strategy, and what the future of agent interactions will be moving forward!

Topics to look out for!

• Training teams on customer loyalty in order to improve satisfaction scores
• Collaborating with sales and marketing to review channel management strategies for customer retention
• People management: How do we link our agents and upskill them in the wake of digital change
• Delving into procurement and training AI-powered solutions
• Working with IT and digital to ensure your strategy aligns with business initiatives

Meet Your Speakers

• Richard Spencer, Chief Experience Officer, Business Australia
• Adam Geneave, Chief Customer Officer, Air Asia
• Sandy McIntosh, General Manager Customer Service, RACV
• Lyndon Summers, Product Owner, Open Universities
• Antoine Casgrain, General Manager Contact Centres, Kincare
• Lauren Reid, Manager of Member Services, ESSuper

Proudly Sponsored By:

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.

With customer service leaders worldwide embracing new operating models, read the new CX Mandate report which compiles insights and predictions from 1500 customer service leaders globally, including 200 from Australia and New Zealand, to learn more.

Ahead of Customer Contact Week Disrupt 2021, explore 50+ pages of some of the highest rated presentations from the 2020 Customer Contact Week event.

Explore insights from: 

• Energy Queensland
• The Coffee Club
• Transurban 

As we look back on 2020, it’s never been as critical than it is today to ensure the contact centre community utilizes the right operational strategies and digital advancements to help shape their industry and create a resilient, disruption-proof operating environment.

In this fireside chat, hosted by RingCentral’s Director of Product Marketing, for Contact Center, Max Ball, we hear how contact centres across from the globe have adapted their contact centres differently and wider CX departments over the past 12 months, and the critical strategies they will be employing in 2021. 

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.

In this article, Sean O’Malley, Director of Contact Centres at AMP, shares the strategies used to implement analytics in the contact centre, the lessons learned from their journey to date and how they are turning customer data into actionable insights to drive a personalised and seamless customer experience.

In this article, Daryl Niemandt, Head of Contact Centres and Partnerships at Bupa, explores the new technologies and people capabilities used in the contact centre to improve customer experience and the tools they are using to better understand and solve customer pain-points.

In this interview,  Chris Barnes, Head of Operations at NAB, explores the different digital platforms NAB is using in their contact centre to improve customer engagement and satisfaction, as well as the strategies they are using to up-skill staff to work in an omni-channel environment.

In this video interview, Mark West, Former Manager Contact Centre Operations, Pepper Financial Services, explores how his contact centre has developed multi-skilled models link to company strategic direction and client experience targets and how they are integrating new digital platforms to better engage customers.

In this video, Jody McLaren, Manager Customer Support at WorkCover Queensland, explores the strategies his team is using to manage customer complaints through different channels and the CX metrics they are using to track customer engagement

In this interview, Jody McLaren, Manager Customer Support at WorkCover Queensland, explores the strategies his team is using to manage customer complaints through different channels and the CX metrics they are using to track customer engagement.

We recently caught up with four contact centre leaders across Australia to find out the strategies they are each using in their contact centres to create a digital customer experience and the impact this is having on customer satisfaction and engagement.

In this eBook, Oscar Poocuetos, General Manager of Contact Centres at Flight Centre Travel Group, John Merritt, Head of Customer Care at Energy Australia, Kathryn Rutkowski, Head of Customer Advocacy atWestpac and Nicholas D’Cruz, Contact Centre Manager at The Department of Justice NSW, share their successes – and lessons learned – from their own contact centre transformation journeys to date.

With much of the discussion around contact centre transformation hinging on new opportunities that have only emerged in recent years, we wanted to find out just how contact centres are positioning themselves to become more relevant and offer improved value and CX in the near future.

Ahead of the 3rd Annual Contact Centre Week 2018, we surveyed over 60 contact centre professionals from a cross-section of industries across Australia to find out how they are transforming their contact centres in a digital age to drive service improvements and customer engagement.

This report highlights 5 major mega trends that are shaping contact centre transformation in Australia, including:

1. Culture
2. Digital Transformation
3. Re-thinking self-service
4. Flexible workspaces
5. Next generation workforce

In this case study, Max Clarke, Head of Contact Centres at Bankwest shares the steps taken to roll-out self-service and new technologies in their contact centre and how they are educating their customers and supporting their staff to embrace the new digital and self-service options available.

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.

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 a reality in the interim. Customers feel that chatbots and conversational AI separate them from human interactions with a brand. However, this trend is fast changing due to the advancements in customer experience management platforms (CXM).

This whitepaper is drawn from the experience of VMLY&R Commerce and Sprinklr’s work partnering together with shared clients. It explores the background, challenges, and some solutions for brands seeking to make intuitive conversational commerce a reality for their customers.

• Learn how conversational commerce fits into your existing growth strategies
• How to create clear journey goals for serving existing demand or acquiring new customers
• Find out ways to blend AI and live agents to deliver a seamless integration of customer experience and commerce

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform equips businesses to drive up to 185% more revenue with omnichannel commerce through extensive support for social channels and conversational AI.

Social commerce is making waves in Southeast Asia. Customers want to browse and buy without leaving their favorite social media apps.

Social commerce: the future of shopping 42bn USD* of e-commerce revenue in Southeast Asia is directly influenced by social experiences, and 200bn USD** is indirectly impacted by conversational commerce. Brands are noticing – and scrambling to keep up.

But, are they succeeding? Find out in the first ever in-depth report for social commerce in Southeast Asia, based on data from over 15,000 leaders in e-commerce, retail, beauty and more.

Read this study to know what leading global brands can learn from the fastest growing market for social and conversational commerce.

By the end of the report you will have learned:

• The strategies and capabilities needed to win with conversational commerce
• How you can develop conversational AI capabilities to succeed with social commerce
• How a unified-CXM approach can help you fast-track social commerce adoption
• How brands can integrate conversational commerce in their CX strategy

*Source: Social Commerce in Southeast Asia 2022
**Source: Social Commerce in Southeast Asia 2022

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform equips businesses to drive up to 185% more revenue with omnichannel commerce through extensive support for social channels and conversational AI.

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 top five trends disrupting the customer support industry and provide tips on how to provide world-class support to both customers and your team in the new support landscape, where so many rules have been rewritten.

Check it out today!