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Customer Contact Week Digital ANZ 2023

May 23, 2023 - May 24, 2023

Enhancing Customer Experience through Technology, Omnichannel Integration, Personalization and Employee Engagement in a Hybrid Work Environment

Customer’s expectations have shifted over the past couple of years, and it is important for organizations to ask if they have pivoted enough to keep up with the evolving demands of customers. The current state and future of contact centers in a hybrid work environment heavily depends on strategies to attract and retain the right talent pool, key technologies for automation, channels to communicate with customers as well as addressing their pain-points in an achievable, sustainable way to improve operations, employee and customer experience. What organizations can do with their technology stack compared to a decade ago is exciting and obtainable as technologies in contact centers have really become democratized.
With that in mind, the 5th annual All Access Customer Contact Week Digital ANZ, will address the following key points:
    • Customer experience and personalization: Driving customer engagement and loyalty through a personalized experience with your service and offerings
    • Omnichannel solutions: Best channels and platforms to communicate with your customers at this current time
    • New technologies and self-service: Leveraging on artificial intelligence, robotic process automation and chatbot to improve agent effectiveness
    • Employee experience and engagement: Effectively engaging employees in a hybrid work model and ensuring productivity
    • Attracting and retaining the best talent pool: Strategies for recruitment and channels to deliver the best talent as well as retaining through learning and development, benefits and rewards
    • Compensation: What is the right amount as contact center roles are becoming more complex and challenging