Customer Contact departments today are undergoing an immense shift in their customer operations. For years, contact centres have worked in silo from the wider business operations, focused solely on responding to customer enquiries as quickly and efficiently as possible. But today we’re seeing contact centres evolve and work smarter with a range of departments to become an ultimate new-gen CX Hub.
We may not be there yet, but with over half of customer contact leaders focused on agent problem solving and workforce capabilities, now is the best time for us to transform EX into CX.
Customer Contact Week has become the fastest growing customer event in Australia and New Zealand, and this year, on its 5th anniversary, Weploy are excited to connect and network with thousands of Customer Experience experts and embark on a CX transformation together!
Highlights include:
Alongside industry leaders, Tristan Fardy from Volkswagen, Paul Classens- Head of Contact Centres at ING, Sharron Botica, AIA and Belinda Seedsman, Head of Contact Centre at Hostplus, we’ll be discussing why the formula for Customer Experience Excellence is in direct correlation to Employee Experience. Don’t miss “^EX=CX (Squared) The Formula for Customer Experience Excellence” at 4:15pm on the 27th Feb at Stream A.
This new and exclusive stream for Senior level Customer Experience and Contact Centre attendees will delve deep into the difficult questions all leaders should be thinking about to future-proof their plans.
With Digital and AI experts, Talent and Workforce Management heads, Operations and Process Improvement teams and many more attending - the event provides an opportunity for guests to connect with industry peers who have “been there, done that”. To make life easier, guests are profiled on registration to ensure a tailored experience during your onsite experience!
With a 70-strong speaker line up including C-Suite thought leaders, International success stories, Innovation Trailblazers and Customer Experience rockstars, the agenda comprises Workshops, Panels, Roundtables and smaller, Interactive Discussion Groups. Look out for Chief Customer Officer debates as well as Global insights from Uber, Expedia, AirAsia, Wells Fargo, Yum! and Ford USA. Headline speakers include Lawrence Mitchell, CCO of Sumo Salad, Troy Barnes, Chief Customer Officer at Yum! (Singapore) and Lee Scales Chief Customer Officer at UniSuper.
Sponsored by Fiji Consulate, the event kicks off with a special themed awards night. Categories this year include “Best in Class Customer Contact Centre, Best CX Transformation and Best Customer Contact Leader of the Year.
The most comprehensive and cutting edge solution providers in the market will be on-hand to walk you through customer contact technologies that can enable your business in a range of areas including People, Process, Technology and CX.
Join one of three exclusive on-site tours for a first-hand look inside the Call Centres at Auto & General, Allianz World Wide Centre and NBN Co. A grand tour around their contact centres will allow a glimpse into their newest transformations and solutions for your own eyes.
Facilitated by insiders at Uber, IAG and TNT, accelerate your knowledge through a choice of 6 practical deep-dive workshops – limited seats available. Topics include; Design Thinking, Chatbots and AI, Employee Engagement, and Metrics and KPI’s.
Q&A sessions in the conference room don’t always run for long enough. To make sure guests get the chance to meet with speakers and ask those burning questions face to face, find them at the CCW Speaker Lounge in the Exhibition Hall.
We hope to see you there too!
Sitting on the panel at the Hubspot GROW event, I was posed a question that made me stop and think...
We were the proud partners of World Forum Disrupt’s Women of the Web event last week which saw over 250 smart and engaged female leaders from the front lines of Sydney’s most influential digital organisations, come together to learn, share knowledge, connect and eat banana bread together. The irony of the event being hosted above an old-fashioned Gentleman's Club was not lost on us, but the energy and empowerment from that room was strong enough to drown out any whiffs of cigar smoke, single malt whisky, or patriarchal leanings that may have been lingering in the air.
The keynote presentations acknowledged thought-provoking and topical issues for everyone, by an incredible panel of guest speakers from the upper ranks of the world’s most innovative and successful organisations. These included but were not limited to:
Needless to say, we came away inspired and equipped to make a change too. As part of this we wanted to share some of the highlights of the talks we encountered, beginning with Susie Bayes, Head of Partnerships & Philanthropy at The Guardian.
The argument for companies to elevate social purpose within their business priorities rather than hide them away within “Corporate Social Responsibility” initiatives is becoming impossible to ignore.
J.Walter Thompson research adds to global evidence, revealing that:
From Unilever’s success through sustainability to Adidas’s selling over a million shoes made from ocean plastic, the uplift to these businesses’ bottom line is proof that doing good is good for business. Susie shared her own purpose journey and that of Guardian Australia, demonstrating that everyone can make a change through their work.
“My Purpose journey started at the age of seven, making my best friend help me run a sale for the Cancer Research Campaign in her garden! I was obsessed with reading about inequality all over the world and through history and really wanted to make a difference in the world. Before university, I taught English for 6 months at a Tanzanian high school, climbing Mount Kilmanjaro with the students. Then, with a deep interest in understanding people and their motivations, I studied Social Psychology. But after I graduated, I got distracted by having fun marketing Paramount, Universal and 20th Century Fox films.”
Susie came to Australia looking for change, and unfulfilled by her first role at a publisher, was delighted when she was contacted about a role at The Guardian. The news publisher’s unique ownership by The Scott Trust ensured editorial independence and Susie loved their in-depth reporting on areas that weren’t getting the media attention they deserved, including immigration, indigenous issues and the environment.
Joining “Guardian Labs”, the content team, as a Group Account Director, she was responsible for creating ideas and innovative solutions that would help brands connect with readers to achieve their commercial goals. 6 years since its launch in Australia, The Guardian was rapidly increasing audience numbers (now over 5 million Australians) but reach no longer equated to revenue. All publishers faced a challenge: with Google and Facebook taking almost all new digital advertising dollars, how could news pay its way?
Other publishers assumed people wouldn’t pay for content and resorted to clickbait to maximise advertising impressions or thought the only way to get reader support was to gate content behind a paywall. The Guardian chose a different, unique path, predicated on their unique ownership structure and inspired by their mission
“Through clarity and imagination, we will make space for hope”.
They supplemented advertising and brand content by asking those who valued them for voluntary support -through reader contributions and philanthropy. With this mixed revenue model, The Guardian broke even and their unique purpose now makes their civic journalism sustainable.
At 2015’s Purpose conference, Susie came across the Japanese concept of “Ikigai”. She realised this captured the pivot she wanted to undertake and looked at how her work could drive positive change which also achieved client objectives. She started to show clients and The Guardian alike the value of creating content that connected to the audience through their values and purpose.
It’s 4 years since she started this journey, demonstrating a totally new way of working and it hasn’t always been easy. The hard work has now paid off and her new role allows her to create purpose-led brand partnerships with influential partners from Bank Australia to Powershop. She’s even partnered with Coca Cola, highlighting that 70% of their bottles are now made from recycled plastic, providing a pathway to a circular economy.
This work fulfils The Guardian’s mission statement “using clarity and imagination to inspire hope.”. It provides organisations with an authentically relevant way to scale their positive impact by investing in storytelling from The Guardian’s trusted voice.
Susie is adamant that, whilst it can be hard, everyone can make change through their work. “If you feel like you want more purpose, think about what you care about and what the world needs - finding out more from initiatives like The UN’s Sustainable Development Goals.
You don’t have to leave big business to bring purpose to your work. Once you know what impact you want to create, mastering intrapreneurship can help you achieve it:
Connect with the League of Intrapreneurs for more
Susie believes that together, we can be a force for change. Purposeful business makes sense for all business and is proven to help companies better innovate, invest, serve customers and engage employees. She recommends communicating purposeful initiatives effectively to see maximum return on investment, ideally with a trusted third party voice such as Guardian Labs.
She concluded with Brené Brown’s quotation, encouraging us to choose the former. Read more content from the Women of the Web event below.
“You can choose courage. Or you can choose comfort. You can’t choose both.”
What was your first job:
Chief chicken fryer at Red Rooster!
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