Your Invitation
You’ve been personally selected to join your CX peers for a VIP lunch at the beautiful Society, where you’ll hear from Avryl Zangalis, Senior Service Delivery Manager at CPA Australia, who will share the work she and her team have done to create a seamless multichannel customer support strategy that enables data-driven success and continuous, proactive improvements in the customer experience.
This private dining experience is being brought to you by Nice in partnership with Ashton Media, producers of the region’s leading CX and customer insights events, the Customer 360 Symposium hosted annually in the Hunter Valley, Customer Connect, and The CX Awards.
The Dining Experience
Society is a multi faceted modern dining destination like no other. It celebrates the magic of à la carte dining and is situated in the heart of Melbourne’s fashionable Collins Street precinct where no two visits need ever be the same. It’s the realisation of a vision by renowned restaurateur Chris Lucas.
Located at 80 Collins Street, Society includes the grand dining room, the Lilian brasserie, sweeping open terraces, three private rooms and the signature lounge bar serving some of the city’s most elegant curated cocktails.
The Content
Creating a Data-Driven, Multichannel Customer Support Strategy
Customers are increasingly interacting with brands when, how and where they choose to. But as CX leaders, how can we ensure that their experience is seamless and consistent across those channels? And how can we better leverage our customer support strategy to garner greater insight into our customers’ sentiment and behaviours?
Join us for a beautiful three-course lunch as Avryl shares how CPA Australia, one of Australia’s largest accounting bodies, have created a data-driven and multichannel customer strategy that empowers their agents, provides seamless support for their customers across channels, and enables them to make continuous and proactive improvements to the experience based on details insights and sentiment analysis.
After an insightful Q&A with Avryl, you’ll then have an unrivalled opportunity to share ideas with and learn from your CX peers as we discuss:
- What challenges do you face in creating a seamless and consistent experience for your customers across channels?
- How are you empowering your customer service agents to deliver exceptional customer experiences?
- Are you leveraging real-time data and customer sentiment as part of your customer support strategy? If so, how?
Please click the RSVP button below to confirm your place. Look forward to seeing you there and having a great afternoon together.
The Speakers
You’ll be joined by
Avryl Zangalis
Senior Service Delivery Manager
CPA Australia
Avryl Zangalis is a highly experienced and commercially focused senior leader with a solid background in Contact Centre management and establishment, service and business engagement, and project management. Avryl’s industry experience spans Local Government, Financial Services, Health, Telecommunications sectors and Education.
Widely regarded as a change agent for future state of service delivery, she has established Contact Centre’s at the City of Boroondara, CPA Australia and she established the first Victorian Contact Centre within the Health sector at Eastern Health in December 2013. This Contact Centre was nominated by Eastern Health in 2014 and 2015 in the category of “excellence in access and responsiveness” for the Victorian Public Healthcare Awards.
At CPA Australia, Avryl implemented CPA Australia’s first OMNI channel Contact Centre solution whilst restructuring Contact Centre operations to meet member demand. In 2020 and 2021 the Contact Centre achieved high performing culture survey scores well above industry standard with outstanding results.
Anthony Brown
Director of Solution Consulting
NICE
Anthony is a passionate and creative Customer Experience Specialist with over 20 years’ experience in delivering contact centre projects and leading complex solutions sales. His comprehensive knowledge of emerging technologies such as big data, real-time analytics, and mobile solutions all help his mission of transforming customer experience in the digital global economy. His commitment to digitally transforming customers and developing ‘connected’ experiences for their customers has led to Anthony regular presenting at Industry Events.
| Your hosts | Produced by |
|---|---|
 |
 |
HOSTED BY
WHEN
Wednesday 12 October 2022,
12.30 pm – 2.30 pm
| 12.30 pm | Arrival & entrees |
| 12.50 pm – 1.10 pm | Q&A with Avryl Zangalis, Senior Service Delivery Manager, CPA Australia |
| 1.10 pm – 2.00 pm | Mains served and discussion with your CX peers |
| 2.00 pm | Dessert served |
| 2.30 pm | Wrap up and closing comments |
WHERE
Society
80 Collins Street, Melbourne 3000
Access via lifts on ‘Benson Walk’
https://societyrestaurant.com