30 April - 02 Mai 2012, Dockside, Sydney, NSW
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LogMeIn is a leading provider of remote connectivity and customer care solutions that have been selected by leading corporations worldwide for secure on-demand remote support and live chat.
BoldChat, a LogMeIn customer care solution, is a market-leading live chat offering that enables businesses to quickly and effectively engage visitors on their websites to improve online support and increase sales.
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, Web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies.
Transversal is the UK’s leading provider of online, multichannel, self-service solutions for customer-facing Web sites, contact centres and internal HR operations. By enabling organizations to transform the quality and efficiency of their online self-service, exceptional Customer Experience can be achieved resulting in significant and rapid ROI. The Customer Experience drives customer service and sales. Efficiency goals are achieved by doing it well.
Transversal enables organizations to increase online sales and reduce the volume of call and email queries to contact centres by automatically answering customers' questions online. Transversal customers will typically see immediate and dramatic email reductions, by around 60%, and improvements in email response times, from days to minutes.
Transversal's contact centre solution delivers information to agents in a unique way from a dynamic natural-language knowledgebase. Simply by typing a question in their own words, agents can access answers to customer questions, providing fast, accurate and consistent responses. Organizations benefit from increased first call resolution and efficiency by improving the knowledge and quality of service provided by customer service and help-desk agents.
The company was founded by Dr Davin Yap in 2000 and is based in Cambridge, UK.
Vision Critical is a strategic interactive research company combining interactive technology, and strategic research. We help companies reduce research costs while generating engaging and insightful relationships with consumers.
Founded in 2000, Vision Critical has quickly emerged as the global leader in online community panels and market research platforms. Almost 600 of us now work at Vision Critical in one of about a dozen offices around the world. We are a high diversified, rapidly growing company with a dizzying array of both research and technology talent from software engineers to qualitative specialists, statisticians and experts in advanced analytics. Our sales force is closely tied to an expanding list of products and rubs shoulders daily with some of the best research practitioners both within Australia and globally. We have grown organically in Australia in the space of four very busy years.
Established in Vancouver, Canada, Vision Critical is aggressively expanding its presence across the globe. In addition to four offices in Canada, locations in London, Paris and Sydney now complement operations in New York, Chicago and San Francisco.
ThoughtWorks, Inc. is a global IT consultancy providing Agile-based systems development, consulting, and transformation services to Global 1000 companies. It has pioneered many of the most advanced and successful Agile methods of software development and best practices used in the industry today. At its core, ThoughtWorks helps its clients maximize investment performance across a portfolio of complex, business-critical applications, while reducing time and risk. Its products division, ThoughtWorks Studios, offers tools to manage the entire Agile development lifecycle through its Adaptive ALM solution™, comprised of Mingle®, Go® and Twist®. ThoughtWorks employs 1,300 professionals to serve clients from offices in Australia, Brazil, Canada, China, India, Singapore, the United Kingdom and the United States.
Stellar is a leading provider of call centre and business process outsourcing solutions, operating from a variety of global locations that collectively support over 300 million customer interactions every year for some of the world’s leading brands. As the voice behind our clients’ brands, our people deliver positive outcomes on every customer interaction across a variety of customer contact channels.
Stellar provides professional contact centre solutions to increase financial advantage, improve cash flow, deliver exceptional customer service and enhance the overall customer experience.
In more than 13 years of operation, Stellar has retained over 90% of our clients – large and small; we pride ourselves on building strong long-term strategic partnerships. Our clients stay with us because we deliver real value for their bottom line and their brand. While we are experienced and established, Stellar remains adaptable and responsive to client’s needs and the changing requirements of your customers.
Stellar’s extensive global coverage offers a flexible choice of onshore and offshore contact centre options and our demonstrated global experience across a range of industries including Finance, Telecommunications, Utilities, Government, Travel, Retail, Restaurants, Education and many more means that we will understand your business, your customers and the issues affecting your industry.
LimeBridge Australia is a world leader in transforming the customer experience across all delivery channels. We are experts in designing and implementing major improvements in call centres, back office, face to face and automated channels. We help our clients deliver better service and sales experiences that are also cheaper.
At LimeBridge we believe that customer service is a critical part of company success. We have noticed the same symptoms of poor experience occur again and again. These include processes that make no sense to the customer, practices that frustrate staff and reduce their engagement, ineffective metrics to measure performance, complex menu and routing systems holding sway over reason and common sense, managers who believe a technological solution is the only answer, and so many more…
We also know that the need for service should often be eliminated or cut right back. Companies should invest more in creating a great customer experience, systematically eliminating problems that jam
customer service organizations. Our passion is delivering results with our clients by preventing the ‘dumb’ things they do to their customers and their people. We help you create service and sales operations that transform the customer experience and the cost of delivering it.
We lift your company performance and convert improved customer experiences into higher levels of efficiency and profitable revenue growth. We can help you to :
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