No Images? Click here January 2017 Hello there, Welcome back to a new year. I hope you had a restful break and are energised for the months ahead. This year represents a significant milestone for CSIA - the 20th year that the organisation has worked to deliver best practice and innovation in customer service excellence. Not one to shy away from a party, we plan to commemorate our 20th anniversary at different stages throughout the year. We’ve already had a great start, with a successful Certified Customer Service Excellence program taking place last week at Sydney’s UTS Business School. Thank you to all who came along and if you missed this event, be sure to keep your eye out for the next. In other news, customer experience research firm The Temkin Group have declared 2017 as the year of purpose. Purpose plays a huge role in motivating individuals at all levels of service and here at CSIA we believe that it’s incredibly important to have a clear organisational focus that is known and practiced from the C-suite all the way to the frontline each and every day. It’s going to be a big year and we’ve got lots of events and opportunities coming up for members so you’ll be hearing from us regularly. For details of what’s happening in the customer service space in the next few months, keep reading! Sincerely, Anouche Newman - CEO You’re invited to Think Eat Act with Stellar Evolve – 9 March 2017Join us on Thursday, 9 March in Sydney for the next event in our Think Eat Act series. We’re teaming up with management consulting firm Stellar Evolve to host a panel discussion exploring customer-centric work culture and how the certification journey can help you achieve it. You’ll hear from several accomplished panellists including clients of CSIA who will discuss their firsthand experience of how certification to the International Customer Service Standard (ICSS) has helped them drive cultural change within their business, how they navigated the challenges, and the results they achieve now that they are focused on continually improving experiences for their customers. CSIA CEO Anouche Newman will also share her insights throughout the day. Further details on the panellist line up will be announced shortly. The event presents a great networking opportunity and a chance to hear fresh perspectives on the importance of customer centricity, and what the ICSS certification journey could do for your business. Who should attend?This event is suited to managers and business leaders who are passionate about improving internal and external customer service, and who want to learn more about the how the ICSS certification program supports building a culture of customer service. Guests who attend will receive access to a white paper developed by Stellar Evolve, which describes best practices for achieving CSIA certification. Date:
Thursday, 9 March 2017 About the CSIA 'Think Eat Act' series'Think Eat Act' is a series of networking events that aim to inspire you to take action to deliver great customer experiences for your internal and external customers. CSIA helps sharpen your customer lens. We think that's easier when you can draw upon the perspectives of your peers over lunch in a casual and relaxed setting. Member discount for upcoming Customer Centric Leadership Conference – 15 March 2017CSIA is proud to announce that it is supporting Humanity in Business as part of its Customer Centric Leadership Conference, a must-attend event for customer service professionals being held on Wednesday, 15 March in Sydney. Find out how organisations are transforming the way that they engage their customers. The conference will also explore how to change your mindset to be more responsive to customers, while aligning internal and external stakeholders to demonstrate authenticity. Attendees can expect a day of engaging conversations with thought leaders from brands such as Australia Post, Qantas, ANZ, True Alliance, Salesforce, DHL Express and CSIA, who will share their experiences and insights. Guests will also be invited to discuss the content presented after each speaker in a group discussion at their table. CSIA members will receive an exclusive 10% discount to the event with the code ‘CSIA’ if they register to attend. Grab your tickets today. Date: Wednesday, 15 March 2017 Location and key dates revealed for 2017 Australian Service Excellence AwardsThe Australian Service Excellence Awards are Australia's premier customer service award event, with over 650 attendees coming together each year to recognise best practice and innovation in customer service, and highlight their importance in today's business climate. We’re very excited to reveal that this year’s awards will be hosted in Sydney at the Westin Hotel on Wednesday, 25 October. If you or your team consistently demonstrate best practice in customer service, we encourage you to submit either an organisational or individual entry so we can shine a spotlight on your achievements. Key dates for this year’s ASEAs are as follows:
Look out for the next issue of CSIA Quarterly for more details on why and how you should be preparing your entry! |