Meeting Summaries

  • Oct 2009

    Success Stories from Idea to Implementation

    “Success Stories from Idea to Implementation” gathered a fascinating array of speakers sharing their success stories. The case studies in this forum discussed best and worst experiences about how organisations had designed and implemented change...

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  • May 2009

    Customer Service in the Current Economic Downturn

    The two key themes for the day were about how to re–engineer across the business with a focus on back office and how to use techniques to listen and improve. All offered comprehensive insights into the customer experience that we are all endeavor...

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  • Oct 2008

    Leading Practices in Customer Experience – Virtual World Tour

    "Leading Practices in Customer Experience – Virtual World Tour" gathered speakers from all corners of the globe, bringing a range of customer experience, know how and some new thinking that we can apply in Australia. We heard about thin...

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  • May 2008

    Customer Experience Transformation

    This meeting's theme was about transformation - what ingredients make for a successful change and which ones are the tell-tales for a nightmare. The case studies in this forum meeting discussed moving from hell to heaven, moving from lots of servic...

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  • Oct 2007

    Optimising the End-to-End Customer Experience

    This meeting's theme was about how you can deliver consistent and effective customer experiences across all touch points and processes. The case studies in this forum meeting discussed best practices and worst experiences about how organisations ha...

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  • May 2007

    Using Technology to Improve the Customer Experience

    The world of customer management technology is moving fast. Things that a couple of years ago were impossible or prohibitively expensive are now feasible both technically and economically. But how do you cut through the vendor hype yet stay ahead of ...

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  • Oct 2006

    Proving the Strategic Value of Service

    As Executives responsible for managing and improving customer operations, how can you develop a business case to provide the justification for investing in improved service? What evidence is there that improving customer satisfaction translates...

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