Here are all of my key takeaways from the speakers, or in my view - all the best bits. Medical & Pharma. As organisations scrambled to respond to the unexpected & drastically altered budgets meant tough decisions that impacted the livelihoods of many Australians. #CX #customerexperience #ForefrontCustomerLeadersCommunity, Join to see who you already know at Forefront Customer Leaders Community. SPEAKERS. The event will focus on the future of contact centres and how they can continue to evolve in the digital age. United States. The CXS found that 77 per cent of customers felt it was easy to interact with NSW government services; 75 per cent were satisfied; and 73 per cent of customers trusted that NSW government services were working in their best interests. Paul Shaw, NSW/ACT Sales Manager, QPC Jason Pascoe, Head of Customer Experience, Watercare Services Limited Erin Turner, Director Experience Design, Optus, "All experiences with a customer should be aligned and not discussed separately." Every day, Premier Contact Point is. Previous sponsors include Dialpad, Fonolo, Freshworks, Intercom, and yours truly Klaus. For the 8th time, join the cross-industry summit Unleashing Digital Customer Experience and gain an unparalleled opportunity to discover useful insights from the most outstanding corporate innovation leaders. Looking forward to speaking at the Customer Experience Summit NSW today: CX is dead: the future is human! DOLTONE HOUSE - HYDE PARK. Recurring sponsors include Zendesk, Freshworks, Intercom, Genesys, and more. #marketing #b2cmarketing #marketinghumor #marketingevent #marketingconference #ForefrontCustomerLeadersCommunity, McDonald's Father's Day campaign PS: This year, the chance of spotting Klaus at some of these events is higher than ever. Lisa Macnee, Head of Digital & Customer Engagement Centre, TSB New Zealand The customer experience must be elevated, and to do so, we need to drive ROI, but first buy-in from the ultimate decision-maker is needed. The CX Exchange, North Americas premier invitation-only meeting for senior CX decision-makers, is designed to help you deliver a unified customer-first strategy, transforming your entire workforce into CX champions and helping your enterprise embrace change. Customer experience is at the very top of everyone's priority list - from the CEO to the CMO to the CIO. More than 30,000 customers will be surveyed in NSW every year, with 24,000 of those being individuals and 6000 businesses. Belinda Gill en LinkedIn: #customerexperiences #cxone "Smart businesses are moving from customer-centric design to human centric design." NSW launches world's biggest customer experience survey metaphorically comparing the entire project to open-heart surgery! Customer Service Training. Council formally adopted its first Customer Experience Strategy today including a comprehensive customer experience improvements plan to be delivered by 2023. Looking forward to your panel discussion! Speakers include Rob Swain, Global Chief Operations Officer at KFC; Brian Clancy, Head of Consumer Care Learning and Performance Improvement at AARP; and Aarthi Murali, Chief Customer Experience Officer at M&T Bank. Register your interest to attend this event here: https://lnkd.in/gYX6it2R (availability for our events is limited). Register your interest to attend The Contact Centre Summit NZ here: https://lnkd.in/gqghSbza and follow this page to grab tickets to the Melbourne summit as soon as it launches. Quality Conversations With Klaus is a customer service podcast featuring stories of companies that go the extra mile to create an exceptional customer experience. Customer Experience Unit - NSW Government Sarah-Tilly Brown, Senior Manager CX Design, Tabcorp Stuart Tucker, Chief Customer Officer, hipages Group Website Design & Development by NetStripes, Doltone House, Hyde Park, 3/181 Elizabeth St, Sydney NSW 2000. External link for Forefront Customer Leaders Community, If anyone has the answer let us know. The Employee Experience Summit NSW 2022: All the best bits Last week, I attended the 2022 New South Wales Employee Experience Summit. The 11th CX Asia Week remains as Asias leading platform bringing the regions CX leaders together to debate new, innovative and transformative strategies for both customers and businesses alike. The CXS replaces a narrower customer satisfaction survey NSW and most other Australian jurisdictions use to track public services based on feedback at the end of a transaction. Maricel Custodio, Head of Marketing - Digital and Acquisition, Torrens University Title: CX NSW 2023 The summit provides a platform for CX professionals to discuss how to achieve continuous executive buy-in for improved customer satisfaction and business outcomes. PDF 8:00 Registration, coffee & networking - Forefront Events Our Executive Director, Fausto Marasco, provided an insightful talk about reimagining the next era of customer experience . By continuing to use this site, you are consenting to the use of cookies. Check out The Customer Experience Summit NSW 2023 and hear from our amazing chairperson, Gabrielle Roux, Head of Retail/People and Culture with SHEIKE as she. Liza Gunn, GM Customer Service, NZ Post , Benni Lucas, and UX Designer, Laura Smith took to the stage with our client, Maricel at Torrens University for the second session of the day. Max Ashton, MBA, Head of Service, Samsung New Zealand It is a 1 day event organised by ForeFront Events and will conclude on 08-Sep-2022. 2020. Javascript . Robbie Dickenson, Head of Customer Care ANZ, Dyson Miral Shah, Director, Humint Labs The 12th Annual Strategic Customer Excellence Summit will provide you with valuable information on how customer needs to change after Covid, digital customer experience, and implementation of AI. The Victorian auditor has noted that despite massive investments in service delivery, there is no standard customer satisfaction measure used for public sector agencies in Victoria and other states. The 2022 WA Technology Leaders Summit will bring together leading information technology executives to accelerate innovation, drive change and stimulate growth across your organisation. Pharma Customer Experience Summit. Speakers include Suzanne Calder, Customer Loyalty Lead & Emotional Engagement Specialist at New Look and Magnus Holst, Global Head of Retail Experience at Polestar. Customer Experience Summit - events.guru Website Design & Development by NetStripes, has seen the biggest change in the way tha, work all around the world. Jin Wan, Customer Experience Manager, Fonterra Operating a remote workforce from a contact centre perspective is something that used to be quite the unthinkable it is now the new normal. 26th August 2023 Natalie Fagg, Executive General Manager - Customer, Sydney Swans #customerexperience Shared by Josh Randall GPT Maths: Your Company's Curated, Correct Knowledge + NICE's [World's largest] Conversational AI Database + The Humanoid Brilliance of ChatGPT = All NSW customer service secretary Emma Hogan. Fifty-three per cent of customers were able to provide feedback on how services could be improved, but we think 47 per cent of people not being able to provide feedback on how things could be improved. Samantha Roberts on LinkedIn: Customer Experience Summit NSW 2022 Featuring customer experience professionals from Vodafone, National Express, New Look, BBC, and HSBC. About us Premier Contact Point is known for the reliability and excellence of its customer contact solutions, backed by class-leading service and support. Head of Marketing Insights & Customer Research. session kicked off with some great audience engagement. Erin Turner, Director Experience Design, Optus The Digital CX Summit brings together the biggest names in customer experience and provides them with leading digital solutions. The 2023 Customer Experience Summit will bring together senior leaders from leading organisations to discuss strategies on how to enhance the customer experience and get continuous executive buy infor improved customer satisfaction and business outcomes. Because often we can add a lot of unnecessary complexity in the way we talk to our audiences.. David Johnson and I are talking about how to create Customer Experience Summit NSW details and attendees, location and more. Speakers include Amy Shore, Chief Customer Officer at Nationwide; Jennifer Walker, Senior Director of Operations at DoorDash; and Alex Destino, Senior Director of Customer Experience Optimization at GSK. Hear more from Erin Turner, Director CX Design with Optus, and delve further into the topics . Premier Contact Point Pty Ltd | LinkedIn In recent years, there has been a massive increase in the adoption of customer experience (CX) design and implementation across organisations. Chief Customer Experience Officer Summit. At Forefront Events we bring together senior decision makers who are actively looking for solutions for their business challenges. Insync Surveys Pty Ltd 2023 All Rights Reserved. Jason Pascoe, Head of Customer Experience, Watercare Services Limited What is your organisation doing to personalise the customer experience? Speakers include Nick May, General Manager Customer Experience at Beyond Bank; and Ayelet Mendel Girin, Head of Customer Experience at Humm Group. Our very own Head ofMarTech, Benni Lucas, and UX Designer, Laura Smith took to the stage with our client, Maricel at Torrens University for the second session of the day. Belinda Gill on LinkedIn: #customerexperiences #cxone The NSW survey covers 37 service lines and more than 550 different interactions across the breadth of the NSW government. Denmark is rated the worlds most advanced digital government, according to a UN study. Amy Cavanaugh, Head of Customer Experience, Go Car Finance Our observant eyes have spotted 33 events out of which weve made our pick for every season. David Johnson and I are talking about how to create meaningful experiences in a digitally . It is too big a gap and speaks to how we have an opportunity to further engage the community.. This process, called a customer-base audit, can be a tool for businesses as they seek to answer five questions: Who are our best and worst customers? Best practices, results and insights at your. Take advantage of speaker Q&As, tech demos, meet ups and experience our CX Start-Up Pitchfest. #contactcentre #customerexperience #customerservice #ForefrontCustomerLeadersCommunity, Most companies analyze financial performance by looking at geographic segments, product lines, or channels. Registration deadline for 2023 awards is 5 May 2023! This button displays the currently selected search type. The last couple of yearshas seen a massive increase in companywide buy in around CX design & implementation. Check out the full agenda here: https://lnkd.in/gYXd9f5n At the 2023 edition of the Exchange, join CX leaders from across the banking and finances industry to discuss, share insights, and benchmark a new era of customer excellence. Customer experience is at the very top of everyones priority list from the CEO to the CMO to the CIO. Thu, 6th - Thu, 6th Apr 2023 . Past speakers include Yamini Rangan, CEO of Hubspot; and Nir Eyal, Speaker, Investor, Author of How to Build Habit-Forming Products. Join the invite-only, CCW Europe Dach Exchange live in Hamburg to learn about next generation implementation strategies on: combining big data with human insight, prioritising employee wellbeing and engagement, breaking down organisational siloes and underpinning a unified customer strategy with automation and AI. Bryan Middleton, GM Outstanding Customer Experience, Contact Energy Speakers include Ian Webber-Rostron, Head of Customer Care at Missguided; Martin Hanley, Customer Experience Manager at Marks & Spencer; and Frans Leenaars, Group Customer Experience Director at TUI. Join us, Dockside Darling Harbour, Balcony Level, 2 Wheat Rd, Sydney NSW 2000. Insync at the Customer Experience Summit NSW, Stay informed about what's ahead and implications for your workplace, Employee Value Proposition (EVP) and attraction, Mutual Banks, Superannuation, Wealth & Property Services, Insyncs Virtual Roundtable Secrets to Success, Participate in our 2022 Telehealth Research Project, Insyncs Healthcare partner Press Ganey acquires Forsta, Insync's Virtual Roundtable - Secrets to Success, Insync's Healthcare partner Press Ganey acquires Forsta, Insync disrupts the board review and board survey sector, 7 proven tips for effective action planning following employee surveys, Unlocking the potential of virtual health care. Tomas Haffenden, Head of Service Design, Torrens University Australia Customer Experience Summit NSW - events.guru With the digital customer experience becoming the new standard, its essential that contact centres stay up-to-date with the latest trends and technologies. Who Attends The survey showed NSW (77 per cent), Queensland (77 per cent) and Victoria (75 per cent) led international peers for ease of use. Customer Experience Summit NSW. The Customer Engagement Transformation Conference comes as a growing number of organisations are realising the business benefits that accrue when they work to transform and evolve their customer engagement strategies to keep pace and engage more closely with their customers. Huge thank you to all of our speakers, attendees, and sponsors for making the event a huge success. The Customer Experience (CX) Summit New South Wales brought experts and professionals from various industries to discuss and share their own insights on customer experience and network in person. Join this customer service conference in 2023 for its 25th Edition. Fri, 9th - Fri, 9th Sep 2022. There's a return to the office, but no going back to normal Support professionals, from managers to C-level exe-cat-ives will be rummaging through conference halls, networking rigorously. Meet your peers at pre-arranged 1-1 meetings and get the latest overview of CX trends via stage programme. For the PEXA team, this was all about enabling our members and their customers to continue to buy and sell their homes during the lockdowns and offering support throughout the process. Amy Cavanaugh, Head of Customer Experience, Go Car Finance CX Asia Week 2023 will be returning to the Sands Expo & Convention Centre in Singapore. Operating a remote workforce from a contact centre perspective is something that used to be quite the unthinkable it is now the new normal. The auditor noted each department or agency chooses its own metric and called on the premiers department to determine a preferred customer satisfaction measurement approach that all agencies should use. Ryan Henry Sponsorship Manager at Forefront Events Greater Sydney Area 651 followers 500+ connections Join to view profile Forefront Events University of Southampton Activity We had a great time at. Join our CX quality community an connect with and learn from experienced customer service professionals. The new experience survey,. This button displays the currently selected search type. IT & Technology. PS: theres a 100% chance of spotting Klausians at this event. Dash Network is an independent, integrated B2B research, events, and digital news media platform serving the global Customer Experience market. Learn more by visiting our privacy policy. The 2023 Customer Experience Summit brings together senior leaders from leading organisations to discuss strategies for enhancing the customer experience. If youre in Sydney, you can register to attend here: https://bit.ly/3JyArQR Don't miss QPC Australia at next week's Customer Experience Summit NSW 2023. Well be discussing the importance of engaging with customers digitally, primarily as a result of the pandemic. After a successful day at the Customer Experience Summit NSW 2023 yesterday, I would like to congratulate the lucky winner of the NICE giveaway, Benjamin Dufty Belinda Gill on LinkedIn: #customerexperiences #cxone The event will focus on the future of contact centres and how they can continue to evolve in the digital age. Thank you to our event sponsors: Upland Software, Verint, NICE See how other teams use Klaus. Ben Kennedy, Strategic Account Executive, Tealium The last 2 years have presented a variety of challenges for Technology, IT, Digital and Cyber Digital banking, inclusive of online and mobile banking, gives people more ways than ever to access the functions they need to keep their finances in order. To remain competitive, delivering an optimised and frictionless customer experienceis no longer an option but a must-have. Experience Forefront Events 2 years 4 months Sponsorship Manager Sep 2022 - Present10 months Sydney, New South Wales, Australia Delegate Acquisition Manager Mar 2021 - Sep 20221 year 7 months. We use cookies to enhance your experience. IT & Technology. Olive + Maeve. Delivering an outstanding customer experience is no longer optional, its an essential differentiator for businesses. The meeting place for movers and shakers with ideas that have been shaping customer dialogue for 23 years. Fausto Marasco, Executive Director, Premier Contact Launching the report Friday, NSW Customer Service Minister Victor Dominello noted the tight relationship between service performance and trust. The last 18 months has seen a massive increase in companywide buy in around CX design & implementation. During the event, attendees heard from keynote speakers, panel discussions, and interactive sessions. Sydney, Australia Customer Experience Events | Eventbrite Logistics & Transportation 5. In today's highly competitive markets, providing a personalised experience to customers across all touchpoints has become increasingly important. Check out the full agenda here: https://lnkd.in/gYXd9f5n Education & Training 4. From small scale to large scale. We're bringing together leaders from the world's most influential brands to . There's a return to the office, but no going back to normal This gives a rating, but little insight into how service can be improved. Thank you to our event sponsors: Optimizely, Tealium, Resolution Design, Humint Labs, Premier Contact Point Pty Ltd, PayPal, NICE CXone, Verint, OpenText, inGenious AI Mr Dominello noted that ease and satisfaction were critical to the success of digital services because there was no human that a customer could see. Keep updated with our latest research, articles and success stories. The X4 Summit is not just a conference, but offers a grand and once in a lifetime experience. Nicola Dorward, Executive Manager Consumer Sales & Service, Suncorp NZ The new experience survey, known as CXS, is believed to be the largest public sector customer experience survey in the world. Benni Lucas, Head of Marketing Technology, Resolution Digital This MEGA EXPO will be Asias #1 gathering for the regions CX, Marketing & Digital Experience community, consisting of an extensive array of customer & marketing technology / solutions exhibitors, premium conference, and theatres centered around topics that impact our customers daily lives. The event will focus on the future of contact centres and how they can continue to evolve in the digital age. Customer demand is constantly changing and increasing, especially with digital accessibility 24/7 becoming the standard. , customer-centric designs that delivered on what these customer segments are seeking and expert knowledge in the technologies that make this a reality. Michael Hobbs, Head of Claims and Approvals, Southern Cross Health Society The 2023 Customer Experience Summit will bring together senior leaders from leading organisations to discuss strategies on how to enhance the customer experience and get continuous executive buy in for improved customer satisfaction and business outcomes. By personalizing the customer experience, businesses can stand out from their competitors and build deeper relationships with their customers. Event Recap: Customer Experience Summit NSW 2023. A special thank you to: NSW ranked second (61 per cent) after the banks (62 per cent), but in front of telecommunications (59 per cent), energy retailers and aviation (55 per cent). The 2022 Customer Experience Summit will bring 1. Forefront Events are a corporate events company bringing decision-makers together. The 4th Annual Customer Experience for Financial Services Summit returns on March 7-8, 2023 in Toronto. Customer Experience Summit (Sep 2022), Melbourne Australia - 10times Speakers include Katalin Fritz, Chief Customer & People Officer at Marley Spoon; Jule Parulewski, Senior Director Global Customer Service at Lufthansa Cargo; and Antonius Michielsen, Vice President of Customer Success at Thermondo. Customer Experience Summit NSW 2023: Is evolution now the new transformation, The event was a success with over 115 CX professionals attending and networking throughout the day. Parkable | Blog Past Event Physical Digital Banking Summit NSW Forefront Customer Leaders Community. This year, between the 23rd and 25th of October GovCC will welcome leaders from local, state, and federal government to explore the most innovative use cases in citizen service and discuss how the contact centre can be enhanced to deliver a great customer experience. The event was a success with over 115 CX professionals attending and networking throughout the day. 2022 edition of Customer Experience Summit will be held at Crown Conference Centre, Melbourne starting on 08th September. The 2023 Contact Centre Summit NZ is the perfect platform for contact centre and customer care leaders to come together and explore the latest trends and advancements in the industry. Speakers include Valentina Thrner, Empress of Quality and Remote at Klaus; Jo Garland, Senior Director Omnichannel Customer Support at Asda, and Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts. Eighty-two per cent were able to reach an outcome, and 82 per cent also found information was simple to understand, she said. Written by cats. Nicola Dorward, Executive Manager Consumer Sales & Service, Suncorp NZ Head of Customer Experience, HSBC. With the digital customer experience becoming the new standard, its essential that contact centres stay up-to-date with the latest trends and technologies. Speakers include Aida Baban, Head Customer Excellence and Governance at Bayer, and Francisco Javier Fillat Espua, Head of Omnichannel at Takeda. You can read more about cookies in our Privacy Policy. . See how Australian revenue collection agency Revenue NSW is helping reduce overpayment volumes and improve customer experience with an intelligent process mining solution. LinkedIn and 3rd parties use essential and non-essential cookies to provide, secure, analyze and improve our Services, and (except on the iOS app) to show you relevant ads (including professional and job ads) on and off LinkedIn. This is true for consumer habits, like exchanging in-person trips to the supermarket for online grocery . Read this full article below to understand your best and worst customers. Register your interest to attend HERE: https://lnkd.in/gvNkZ5gJ (availability for our events is limited). From culture and skills sets, to the structure of your organisation, the challenges are lengthy. The NSW government has launched a major new customer experience survey to better capture ease, satisfaction and trust in public services. In today's digital landscape, ensuring that your website is user-friendly for everyone is paramount. If someone would ask us to make one prediction for the year ahead then wed place it on events. Happening Today. These perspectives overlook the fact that aggregate revenues are dependent on individual customers, and thats why analyzing the business by looking at its customers can provide managers with useful insights. The Design-Build Institute of America is an association of leaders in the design and construction industry.They organizes several national and international events of construction industry. This was in front of fourth-ranked Denmark, which scored 71 per cent. Forefront Customer Leaders Community | LinkedIn The 2023 Contact Centre Summit NSW will bring together contact centre & customer care leaders from a variety of admirable organisations. The survey was designed last year in partnership with the University of Technology in Sydney. Anthony Brown, Director, NICE Do you want to hear about changing customer demands and expectations? SD Expo brings the Support Driven community together to share how Customer Support really works so we can learn from each other and move the industry forward. As they describe themselves, its a celebration of ten years of joy, and an invitation to ask what if about a future thats yet to be written.. The 2023 Contact Centre Summit NSW will bring together contact centre & customer care leaders from a variety of admirable organisations.
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