A new study by Ovum Research has recently highlighted that despite the last two years of investments in new engagement channels, customer experience with contact centers have worsened. 50% of customers highlighted that they are frustrated with automated response system. 43% found it difficult to reach an agent when they require help. Customers surveyed highlighted that they needed 6 interactions to resolve an issue with contact center managers believe it takes only 1-2 touchpoints.

Building on our highly successful forum in 2016, this 2nd Annual Forum is designed to deliver better contact centers that transform every aspect of your customers’ experience. Join us and discover how to create and implement an effective customer access strategy, capturing and leveraging the voice of customers to set priorities and improve products, services and marketing.

6 KILLER REASONS TO JOIN CLARIDEN’S 2ND EDITION OF HIGHLY SUCCESSFUL CUSTOMER CARE FORUM

1. Create a holistic customer experience by mapping critical touch points across the entire customer care journey
2. Utilize easily accessible, highly rewarding multi-channel digital care solutions for your customers – from incorporating live chats to creating online forums
3. Deliver the future of digital and omni-channel contact centers today with powerful insights from top customer care leaders
4. Personalize customer care experience by harnessing the power of data and analytics to drive customer insights
5. Embrace digital self-service channels and create highly personalized user experience
6. Implement powerful customer advocacy programs that aim to reduce frustrations and improve interactions

DAY 1: WEDNESDAY, 29 MARCH 2017

• Map Effective Digital Customer Journey by Matching Touchpoints with Customer Expectations
• Transforming Tradition Call Centers Today into Omni-Channel Digital Contact Center of the Future
• End Customer Frustrations with By Designing Better and Touchpoints and Journey Maps
• Improve Engagement, Develop Personalization with Effective Customer Data, Insights and Analytics

DAY 2: THURSDAY, 30 MARCH 2017

• Case Study: Create Happier Customers with Powerful Voice of Customer Programs
• Effective Digital Self Service Channels: From Social Media to Creating Communities
• Case Study: Social Listening – How Integrating Social Listening Can Improve Experience
• Case study: Establishing Effective Offshore Contact Center While Delivering Highly Engaged Care

PRE-FORUM WORKSHOPS: TUESDAY, 28 MARCH 2017

• Workshop A: Best in Class Digital Care: Creating a Powerful Omni-Channel Contact Center For Your Organization

• Workshop B: Designing Effective and Highly Personalized Self-Service Digital Customer Care

• Air New Zealand
• ANZ
• Australian Catholic Superannuation & Retirement Fund
• Australian Health Practitioner Regulation Agency
• Australian Taxation Office
• Beiersdorf Australia Limited
• Civil Aviation Safety Authority
• Coca-Cola Amatil
• Electrolux Home Products
• Energy Australia
• Ergon Energy Queensland
• HSBC
• iSelect Ltd
• MAX Solutions
• McLanahan Corporation
• Mine Wealth + Wellbeing
• NSW Department of Industry
• Office of State Revenue
• P & N Bank
• PANDORA
• Plan International Australia
• Publicis Australia
• QSuper Limited
• Robinson Executive Pty Ltd
• Royal Australian Mint
• Singtel Optus
• TAFE NSW – The Northern Sydney Institute
• TasWater
• Tatts Group
• Telstra Corporation
• The Bethanie Group Inc
• Transport for NSW
• Vodafone Hutchison Australia
• Westpac Banking Group
• Yarra Valley Water