Your Invitation
You’ve been personally selected to join your CX peers for a VIP lunch at the beautiful Donna Chang, where you’ll hear from Paul Stevens, QBANK, who will share how they are leveraging insights and understanding customer sentiment, to deliver exceptional personal service and financial wellbeing for their members.
This private dining experience is being brought to you by NICE and RingCentral in partnership with Ashton Media, producers of the region’s leading CX, contact centre, and customer insights events, the Customer 360 Symposium hosted annually in the Hunter Valley, Customer Connect, and The CX Awards.
The Dining Experience
Giving a gentle nod to Sichuan flavours and authentic Cantonese cuisine, Donna Chang unites a respected team of industry leaders from both international and interstate origins. Modern Chinese is the goal here, having sourced the very best local ingredients to create inspired dishes that educate & excite, with a wine & cocktail list that follows suit. Dining that ignites all the senses.
Roundtable Discussion
Leveraging Insights and Understanding Customer Sentiment: QBANK’s Mission to Deliver Exceptional Personal Service and Financial Wellbeing for Members
In today’s ever-changing world, having access to real-time data and insights is crucial in being able to better understand customer sentiment, quickly adapt to the changing needs and expectations of our customers, and better equip employees with the tools and guidance they need to deliver an exceptional customer experience. So how can we better leverage our frontline customer service agents to garner more in-depth insights?
Join us for a beautiful three course lunch as we hear from Paul Stevens, Manager – Technology Operations at QBANK as they share how they are putting the richness of their captured data from their frontline teams at the centre of their mission to deliver exceptional service for their 25,000 active members. He will touch on how this approach is enabling the organisation to better understand the voice and sentiment of the customer; identify any trends or issues with members; inform decision making at the board level; and coach their employees for continual improvement initiatives within the customer service team.
You’ll also then have an unrivalled opportunity to share ideas and learn from your CX peers as we discuss:
- What can we be doing to better understand the voice and sentiment of our customers?
- How are you and your teams leveraging the insights that come from frontline customer service?
- What challenges do you face in garnering and utilising real-time data?
Please click the RSVP button below to confirm your place. Look forward to seeing you there and having a great afternoon together.
Your speaker
Paul Stevens
Manager – Technology Operations
QBANK
Paul is a vastly experienced Technology Operations Manager at QBank, having brought his incredible experience from other industries such as construction, ICT and healthcare. He was a key stakeholder in implementing the RingCentral MVP and Contact Centre solution for QBank and oversaw the roll out across the business. He has first-hand experience of how transformative platforms such as RingCentral can help complex organisations such as QBank transform both employee and customer experience for the better.
Your moderator
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 regularly presenting at Industry Events.
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HOSTED BY
WHEN
Wednesday 17 May 2023
12.30 pm – 2.30 pm
| 12.30 pm | Arrival & entrees |
| 12.50 pm – 1.30 pm | Roundtable Discussion with speaker |
| 1.30 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
Donna Chang
Shop 3/171 George St, Brisbane City, QLD 4000
https://www.donnachang.com.au