Insights from the CSIA Showcase in Sydney – 21 March 2024
CX Showcase breakfast event held at 12 Micron in Barangaroo on 21 March 2024 was an opportunity to hear from organisations who have been recognised through the Australian Service Excellence Awards (ASEA) program about how they have overcome challenges and built and delivered exceptional customer experiences.
QPC Australia was a proud sponsor of the event, where Paul Shaw and Brad Moore attended the event on behalf of the company.
Organised and managed by key QPC partner, Customer Science Group, the event boasted an impressive line up of speakers from the National Heavy Vehicle Regulator, Australian Red Cross Lifeblood, and Jaybro, just to name a few.
With the event focusing on customer stories, successes and learnings, it was interesting to note that there were many discussions about having the right framework in place and having an iterative approach to improvements, as well as having the right reporting metrics in place across all channels. However, there was no direct mention of AI or CRMs.
Clearly, AI isn’t everything despite it being the key focus for most industry vendors right now. So if we look at things from the customer point of view, while many are dipping their toes in the AI waters, they realise that if the right frameworks and processes aren’t in place, committing to an AI strategy too soon would not be beneficial.
Customer Experience Journey
The speakers highlighted the importance of focusing on customer satisfaction and driving meaningful improvements based on feedback. They emphasised the need for a shift from just listening to customers (NPS) to actively learning and taking action.
2. Employee Engagement
Presenters spoke to the significance of employee engagement in delivering exceptional customer service. They discussed how investing in employee development and creating a supportive work environment can lead to better customer outcomes.
3. Contact Center Process
The use of agile operating models and effective communication strategies were highlighted as key to integrating new acquisitions smoothly. By prioritising employee and customer needs, organisations can achieve significant growth and success.
Overall, the speakers honed in on the interconnectedness of how customer experiences, employee engagement, and contact centre processes are the driving force towards business success and fostering a positive work culture.
We should also note that enabling excellent customer experience from within an organisation, and from the ground up was consistently mentioned by key customers (NHVR, HCF, BT, Jaybro and LifeBlood) who presented at the event.
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